Dear EE Customer Support Team,
I am writing in relation to the text message I received today asking me to return equipment by 04 April 2026.
I recently called to cancel my EE broadband service, but during that call I was offered a cheaper bundle and agreed to stay. During the same conversation, I was asked to return some of the equipment. I explained to the adviser that, since moving home, I believe the equipment may have been misplaced.
The adviser assured me that this would not be a problem and that they would update my account so that the equipment would no longer be required to be returned.
I have now received a message asking me to send the equipment back, so I would be grateful if you could please confirm whether my account has been correctly updated.
As your calls are recorded, could you please review the call I made to your team (when I discussed staying with EE and the missing equipment) to confirm what I was advised at the time?
Thank you very much for your help.
