EE broadband cancellation

[Billion68]

I was a BT customer and contract was expiring on 20.02.2025. I recently gotten in touch and found that BT and EE have merged so I renewed the contract for 28.99 on 06.02.2025 and was offered an ee sim too for a tenner rolling monthly.

The sim card was activated and I tried to port my number yesterday 10.02.2025  but realised the network is poor in my area. However I did get a message saying port couldn't happen. I went on phone and cancelled the mobile sim contract and also asked about port. They told me that port hasn't happened so I will be good with my old number. Come today 11.02.2025, midday and suddenly I have no connection. My old number got ported to ee and I was left with no reception the entire day. Had to contact them 3 times and visit two stores to finally get my number. I have my old number but on EE sim and wanted a PAC CODE so that I could go back to old provider but they can't generate pac and I have to wait 3-4 days which is really annoying as I'll be paying for something that I can't use. I have 4mbps speed at home using ee sim with 1 bar or 0 at times,so literally can't use it.

Here's another problem, thought it's fine since I have the broadband. I thought wrong. The broadband was working fine until 8pm today and all of a sudden the broadband isn't connecting. Now I'm really frustrated first it's the sim and now it's the broadband. Since I am still in 14 days cooling period which has been confirmed by 3 advisors I've spoken to, I went ahead to cancel the broadband. And was told that there will be no extra changes for cancellation since I'm still within 14 days cooling period and they have put forward a cancellation which will end on 19th Feb. Now,I get a text saying since you are still in contract, I need to cough up £116 for cancellation? Why am I paying for service so bad that I have barely even used for a week? Any suggestions?

Worst service ever. I should  have just cancelled my renewal and moved to sky. I was foolish to put my faith in EE. The broadband was fine when BT had control

[Lesley_W]

Hi @Billion68 

Welcome to our community.

I'm sorry to read of your poor experience and that you left EE because of this. It's certainly not what we would want or expect for our customers, it's a shame to see you go but please let us know if you need help with anything.

Lesley

[Billion68]

I am in the exact same boat but I've been given conflicting information and my cooling period ends in 3 days but sky will be taking over from 26th which sort of moves me out of the cooling period? But the request has already been made by sky to ee. I was told and have email confirming that my broadband terminates as of 19th Feb so that leaves me without broadband between 19 and 26th. But found out again actually the broadband would still be active until 26th. So idk where I stand anymore. Anyone got anything on it? It's been a nightmare with EE 

[Billion68]

Update:

So I went ahead with the cancellation within the 14 days cooling period on 12th Feb I believe and got myself a sky package. But since the cancellation was in place sky was unable to do a line take over and the earliest they could do was 26th Feb. They advised me to cancel the cancellation so that sky to take over.

EE confirmed that the cancellation was uncancelled and sky was able to take over as there was no block on the line. I did contact sky and they were able to now take over the line and there was no blockers. When I contacted EE again on 13th Feb, I was told that the cancellation is still in place and so have an email stating ee broadband would terminate from 19th Feb and ee will no longer be my broadband provider. This was also confirmed on phone by the cancellation team and the retentions team when they called me around 1645hrs same day. So that leaves me with no broadband between 19th and the time sky takes over on 26th. 

I contacted EE again today as the full DD was taken and wanted to know of the billing adjustment. I found out apparently the line will be active until 26th Feb and contract will not be terminated as of 19th Feb. This then leaves me out of my cooling period that ends on 19th Feb and doesn't that then make me liable for early termination? The case has been referred to executive complaints team and said they'll get back in 48hrs by which time it'll already be 19th Feb and last day or even cooling period over. EE has really screwed me over when this week was meant to be memorable week as I'm getting married but ee has other ideas 🙂

Furthermore, I have already ported my old number back to Vodafone but I got an email saying the price plan would raise by 1.50 after end of March this year. I was sold this sim by the advisor clearly stating that this is a rolling 30 day contract for tenner and prices for this sim won't rise according to CPI. What a load of bs sold to me!! I also contacted the mobiles team and found out I was due refund of 0.28p on it instead but I was not made aware of any credit balances until I contacted. All I knew was apparently I had to pay 7quid something for moving back to my old provider for the ee sim which I did not even use for 3 days and gave me a horrible experience.

I will be logging in a complain to the ispa and ombudsman as EE has given me a lot of misinformation, mis-sold me product and really trying to fob me off

[Billion68]

Any fresh new update on your booking?as I'm in a similar boat 

[XRaySpeX]

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@Billion68 wrote:

But found out again actually the broadband would still be active until 26th. 

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During which time you'll be using EE BB beyond the cooling-off period w/out having yourself invoked the cooling-off period & cancelling with EE. Sky hadn't the right to the cooling-off period. Which raises the unsavoury Q of exit fees.

[Billion68]

Yes, beyond 19th end of cooling period I'd still be with EE. However after I placed a switch to sky and my activation date is 26th was confirmed with them, EE had confirmed in email that my termination date is of 19th Feb and beyond that I won't be EE customer anymore. Later I was called by the retention team to find out why I was leaving to which I responded all of the above. And asked them to confirm again if my termination is still on 19th to which they confirmed yes on 13th Feb I believe. I took their word for it and also the email stating the termination date is 19th however I found yesterday that it was false and EE would still be active until 26th. So here I am stuck in a limbo cause doesn't look like EE knows what they are doing. All they are giving me is misinformation 

[Billion68]

 

Literally just gotten in touch with EE on the phone about my broadband being terminated as of 19th or 26th. They have confirmed that on the system it shows the broadband will be terminated as of 19th Feb and there are no cancellation fees as within cooling period and won't be an EE customer from 19th onwards. A new bill will be generated reflecting any credit due to me. But they had no clue whatsoever why yesterday I was told my broadband isn't being terminated tomorrow but active until 26th. I asked to put this in writing but apparently they can't put into writing - clearly dodging responsibility. But he did say the app will be updated which does show 19th now. Hope this thread acts as a proof should I need to escalate it further if there are charges coming to me after all these phone exchanges and info being given. And when/if I put a formal complaint to ispa or ombudsman.

[XRaySpeX]

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[Billion68]

Just posting update for my own benefit so that the complaint can be sent to ISPA

18 Feb - £10 was debited from my bank account for the monthly rolling sim plan which I had cancelled

19 Feb - Sandra from ee confirmed that the tenner was deducted as per my plan as the bill was generated as of 6/7th Feb when I was first enrolled into it. She cannot find the info I was provided on 17th regarding £8 credit and £7.72 debit with 28p refund due to me. She thinks the bill will be adjusted after I get my final bill from ee so then tenner might be credited back but she can't say until I receive final bill. But no info on the credit and can't find in the system. Great example of misinformation being provided again

19 Feb - Sandra got in touch with the cancellation team and got confirmation from the cancellation team that my broadband definitely definitely terminates with EE as of 19th Feb 2359hrs.

20 Feb - Broadband hasn't been terminated and still works. Another exemplary example of misinformation from EE. And now my cooling period has ended too. Got in touch with EE as well to why after giving me information that it will be terminated on 19th it is being extended till 26th when sky takes over and on 26th broadband actually terminates. The advisor I didn't catch her name properly but was quite passive aggressive, and told me that I was in wrong and EE could not have told me 19th was termination when I have the proof and email. The account will cease as of 26th as I had placed an AoT with Sky but I made the cancellation request during cooling period but I won't be charged for early termination but only for the extra days I will be using between 19-26. She was persistent and talking over me saying I did not understand the process. Which I do. I made a notice during cooling period to terminate with ee and sky taking over on 26th, the cancellation will happen on 26th but cooling period ends on 19th so as I had made cancellation during cooling period there should be no charges as told by her and only extra charge would be the time frame between 19-26 for extra usage until sky takes over. But I had been told by 4/5 advisors and in writing too that my broadband is to be terminated as of 19th. So when I questioned her I would like to raise a complaint on false info being given to me, she got angry and said there's nothing to complain about. Wow such excellent customer service. I was told last time there is a customer executive complaints team and they will be the next step for complaints. When I mentioned this to her, she told me EE has no complaints team and she has just dealt with complaint and logged a complaint and that's it. Probably something no one will ever even look at again. This is some next level of "excellent" service ee are providing to what they claim everytime I ring ee.

I will now be waiting for the final bill for both mobile and broadband and see what the charges are as I've been consistently told there will be charges but not early termination but I do not take their word for it. I do need to return the router and when I questioned she said you'll have to send it yourself. When I questioned again shouldn't ee be sending me return slip to send the broadband then only she confirmed that  I will be receiving a return box for router but again I take anything these people have told me with a pinch of salt and will just end up sending it myself to them. 

 Looks like this forum will nicely fit into my complaints to be logged to ISPA