Reinstating my service

[Zoehay87]

I have just paid my bill to be reinstated. The advisor has said that it will take until Monday to be fixed as they have sent a cancellation through? It’s normally within 24 hours and I have had no correspondence advising that the bb would be closed? Can anyone help with this 

[Chris_B]

@Zoehay87  EE don’t have to inform you you’re getting cut off.  You agreed to pay on time when you took out the contract.   

[Zoehay87]

Totally understand that however when I made the payment I was advised that
my services would be reconnected within 24 hours. After the payment was
made, they have then advised me that my services would not be reconnected
until at least Wednesday.

[Chris_B]

@Zoehay87  Did you ask why it’ll be Wednesday?  It should be within 24 hours after late payment has been made after getting cut off. 

[Zoehay87]

Yes, when I contacted them after I had paid the bill, they advised that a cancellation request was processed on the 21st Jan. I have checked my terms and it states, in section 12, that written confirmation must be sent 30 days prior to cancelling for non payment. I have not been contacted via letter, email or text warning of the cancellation. They said as it’s already being processed for cancellation the earliest they could do was Wednesday but even this may not be possible. 

[XRaySpeX]

Why you now talking about cancellation? I thought your line had just been suspended due to non-payment & you were just waiting to get it back,

[Zoehay87]

This is my point. I paid my bill to reinstate my services. They did not go back on so I called EE. At this stage, they contacted connections then collections. They told the advisor that they had already processed a cancellation on the 21st and because of this my services would not be reinstated until Wednesday, if at all. I was not contacted at any point to advise that my service was being cancelled and this is my complaint. My terms state that if the services would be cancelled due to non payment I should have been made aware at least 30 days prior, this did not happen. 

[Ali_A]

Hi @Zoehay87 

Sorry to hear there may be a delay in reinstating your services after making payment. 

You can call Customer Service team, the guides will be able to check when the letter advising the services will be cancelled was sent out. 

If you're not happy with the response, they will be able to raise a complaint for you. 

Ali