Billed After Cancelling While In Cooling Off Period And No Service

[domg]

Hi,

I recently moved home and due to the fibre duct access being blocked I had to find a short contract solution - 4G hub.

I found the connection to be poor and so after realising I had access to the Virgin Media network I decided to go monthly with them until the fibre was available. Once the VM was available I spoke to several people at different customer service departments about cancelling the contract.

I eventually got someone to cancel the contract- they said they did - and asked if I'd get a confirmation email - nothing - and I have just been billed £42.12. When my contract was supposedly cancelled, the 4G hub was disconnected - no network. So I have been charged when I was assured the contract was cancelled and have paid for a service that was not available.

[Northerner]

Hi @domg 

Sounds like you have paid for the service period you used.

Your bill will say but if not then you'll need to speak to EE CS on 150.

Thanks 

[XRaySpeX]

Where did you get that mobile router? Did you return it to EE when you cancelled?

[domg]

From a shop. Signed on 06/06/26 and cancelled on 11/06/26. No mention of returning the hub when I spoke to EE on the phone. Asked if the direct debit would be cancelled/email confirmation and they were confident but non-specific. The network was cutoff from the 4G router because it went down straight after the phone call. Seems weird that I'd pay for a month and only get 5 days of service. Service team weren't great, multiple departments and they could not find my account or details. Seems dodgy.

[XRaySpeX]

From an EE shop? There is no statutory 14-day cooling-off period available from an EE shop.

How much did you pay for it at the shop? Did you commit to a contract & for how long?

[domg]

I was told on the phone - broadband team that 14 day was a thing. Why the difference?

[domg]

See message. What's  strange is that no one could find my account and my account handle was 'PRE PAY PRE PAY PRE PAY' It's really not quite right. Ombudsman I think then. You can't tell someone the contract has been cancelled when it hasnt, and told the direct debit 'should be cancelled'.

[XRaySpeX]

The diff is that a bricks-&-mortar store isn't a online or phone sale & so the statutory cooling-off period doesn't apply there. 

You may have been told that there is a 14-day cooling-off period applied to fixed Home BB by a BB team but, again, that doesn't apply to mobile BB.

If you signed up to a contract in the EE store you may find you are continually charged monthly until you properly cancel & pay the Early Termination Fees.

[XRaySpeX]

You can't resort to the Ombudsman yet. You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[domg]

It seems like that you work for EE. I can go to the ombudsman now because it doesn't matter either way. I was hoping for advice from someone who has had the same experience.