How do I get the contract changed and the equipment I no longer need, returned?

[Arcadash]

Following the change from BT to EE, I opted for Fibre 36 Full Works. We are Fibre to the Cabinet, Copper to the House.

The Smart Hybrid Connect was an add on, as was the Booster.  They are expensive, and as I found out, unnecessary. The Hybrid Connect does not work, and is also not required as I have not had an internet cable issue in the past, but more importantly, I can use my mobile phone as a hot spot if necessary. The Booster is redundant due to room relocation of equipment.

When I tried to renew, following the instructions as usual, I seems that if I want to change the contract by returning the Hybrid Connect and Booster, I needed to phone in, which I did.

3 telephone conversations and one shop visit later, it seems that I cannot return the equipment which I no longer need and get a reduced Broadband Only (Single hub) and Landline Unlimited deal. The additional cost of the equipment I don't need is around £30 per month, so I would appreciate sending it back and not paying £73 a month. £43 would be about right.

The people on 150 are always polite but hit the same stumbling block and cannot remove the equipment from my bill and send me packaging to return it.

My wife, who is disabled and had a lot of issues coming to terms with Digital Voice is one reason I am hoping EE will allow me to change the contract details as I don't want to have to go through that trauma again. I have been promised  call backs in the past, they don't happen.

So how do I get the contract changed and the equipment I no longer need, returned if the 150 team cannot arrange it?

[Matt_124 · Accepted solution]

If you have signed the contract and are outside of any 14 day cooling off period then unfortunately you are committed to your chosen package for the remainder of your minimum term.

On a Full Works package these additional features (Hybrid Connect, Smart WiFi etc) are not addons which can be removed, but instead are core features of the package.

Return of this equipment would not do anything to reduce your cost without the package being changed alongside this, which cannot be downgraded if you are within your minimum term.

[JimM11]

@Arcadash Don't think you can if it's all in your 24 month contract, downgrades EE will not do, any ISP has the same policy while in a contract term!

[Arcadash]

I  tried to arrange for return the equipment on the day the contract expired. 10/01/2026. and to start a new contract.  Not possible.

I am now in the 14 day cooling off period. I do not want to renew the Full Works package, just to change the contract to a basic one with calls.

Ideally, I would have started a new basic contract with calls on 11/1/2026 and returned unwanted equipment, as the existing contract had ended.

[JimM11]

@Arcadash You may just have to speak to the retentions team to see if a downgrade will be allowed for you, if not suggest you check out the competition before and get ready to jump ship!

[Mustrum]

@Arcadash   Even if you were able to downgrade your service, £43 is still very much at the top end of what you would need to pay for a basic broadband service. If you enter your Post Code, then address into any of the comparison sites, such as https://www.comparethemarket.com/  you will be able see what is available.

[Matt_124]

It does state in the post that it would be for Broadband Only + Unlimited Landline (Digital Voice).

It sounds to be in the ballpark of what that would cost in my view.

[Mustrum]

And it sounds to me that you have not checked . Especially if you are able to get any of the Altnet providers., Without giving away the Vendor, this is what is available for me, it may not help the OP, but if you don't ask, or look.....

Fibre Unlimited

• 500Mb Average speed**
• £26.00 p/m or less if you opt for 150Mbps
  Increasing to
  £29.50 from 1 April 2026
  £33.00 from 1 April 2027

• Anytime Landline & Mobile

  To standard UK landlines and mobiles from your home phone

  £10 a month or Evening and Weekend at £6 a month

[JimM11]

@Mustrum Extra £3 higher on the sky's the limit for that package! As a new customer offer for the FF500 / unlimited + weekend call package with the 1hr restriction hang up/callback feature!

[Matt_124]

I was very much referring to the EE side and what that would cost, not referring to any other providers. The OP certainly didn't mention anything about switching providers.

Thought that to be wise considering the site we are on.