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

[Billion68]

After constantly chasing ee and asking them when my broadband would cancel and asking them to confirm on not having any charges as I made cancellation during cooling period and only extra charge would be between 19th and 26th Feb which I didn't even sign up for. As I was under the impression and which I had been told repeatedly by ee staff that my broadband would terminate in 19th which was then extended to 26th. When I rang yesterday on 28th Feb, ee confirmed that my broadband did stop on 26th Feb which hadn't and broadband was still active. They said it would terminate by midnight 26th.
I now get an email saying it is terminated as of today 1st March. And I have to pay £116 early termination charge which EE repeatedly told me I do not need to. Are they having a laugh and taking me for a fool? Is there any actual EE mods in this forum who can actually for real tell me wth is wrong with EE?

I am super annoyed. I'm gonna ring again to ee and officially make a complaint to ISPA. Terrible terrible service by EE. I will never touch anything related to EE ever again.

 

[Peter_W]

Good morning @Billion68, thanks for getting back in touch to update us on how things have been going with your cancellation. 
We don't have access to customer accounts via this forum, so I wouldn't be able to say for sure why you've been charged when you weren't expecting this. 

Giving our team another call so we can check this over is definitely going to be the best course of action here, and you can make sure they log a complaint on the account alongside this too. 

I'm confident you'll be able to get this sorted out, but if you'd like to find out more about our escalation process and complaints code, you can find this here:

EE Complaints Code of Practice - March 2024

Peter