existing customers broadband options

[Zyroman]

we called into the local store at the weekend to sort our kids sim only deals which were both out of contract. The staff member said that she could offer us a whole £1 off our £59.99 900mb  full fibre package. We just agreed as she said that this was the best deal she could offer. I have just looked today and the new customer price is £37. My fault, I should have checked before the visit but I hadn't realized we were out of contract. I have done a chat with them today but they said they couldn't do anything because I had an order in place so nothing was visible. the store assistant had said there was a 14 day cooling off period that I would like to activate so that we are at least free to go elsewhere. Does that scheme apply  if the agreement was completed in branch? 

[XRaySpeX]

You can't get the new cust prices now as you're an existing cust. The only way to get them is to leave EE & then come back, which will take at least 4 weeks. As for now you may only upgrade within EE at the prices they offer you.

[JimM11]

@Zyroman Can you just not call up the store and have the sales person cancel your 24 month renewal for the broadband?

[JimM11]

@Zyroman See this link below also about store purchase just in case it also has an affect regarding your renewal.

How do I cancel within my 14 day cooling period? - The EE Community

[XRaySpeX · Accepted solution]

Unlike mobile you can cancel a BB contract within or before the 14-day cooling-off period from installation when your order was placed instore (as well as online or by phone). See EE Home Network Terms :

cooling-off period – for your price plan, the period from the date the agreement is made until 14 days
after:
a. the loaned equipment (if any) is delivered;
b. the service start date ; or
c. the day you receive your order confirmation;
whichever is latest.

5. You can change your mind
a. You can change your mind and cancel a service within its cooling-off period.