Cancelling a Sim only contract under 14 days due to coverage issues

Callumrs · ‎15-10-2022

We recently got a 5g sim for our 5g router (bought separately) and the EE sim isn't really usable even though it has supposedly great coverage indoors and outdoors in our area. Would I be entitled to a refund for the sim only contract or will I have to use it for 30 days ?

bristolian · ‎15-10-2022

In what way is the SIM not usable? You may be able to get some assistance on here.

Contractually, all telesales & online purchases come with a statutory 14days "change of mind" right of return that is not present with instore sales.

You are liable for usage & subscription charges incurred when you exercise this right of return.

Callumrs · ‎15-10-2022

Ah we got it instore unfortunately, thanks

XRaySpeX · ‎15-10-2022

There is also a 14-day right of return instore if you can show you're experiencing coverage issues.

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bristolian · ‎15-10-2022

Indeed so - take a read of https://ee.co.uk/help/help-new/managing-and-using-my-account/leaving-ee/how-do-i-cancel-my-contract-...

Callumrs · ‎15-10-2022

Oh right so if I can bring enough proof to a store I will be able to return the sim?

Callumrs · ‎16-10-2022

So I'm currently a bit confused, as I went instore and they explained to me that its impossible to return a sim only contract and that you need a device in the plan to return it under 14 days. However even on the receipt it says "phone and/or plan" when looking under the under 14 days return section. Any help would be appreciated if I've misunderstood this, thanks.

chistery · ‎16-10-2022

Ask for a manager. Complain loudly in the presence of prospective customers. Point at their own web site with the details.

The best advice is never buy from an EE store unfortunately.

Why do you mention 30 days? Have you bought a 1 month SIM only deal?

Callumrs · ‎16-10-2022

Yeah, got a 1 month 5G SIM only deal to test out the coverage in our area.

chistery · ‎16-10-2022

Well if it's 1 month then you may just be better cancelling. It'll probably cost more in time effort to go and complain, but that's up to you!

Signal is never guaranteed, especially indoors. If you can move your router a bit, maybe nearer a window, you might get better results.