Extremely upset with EE

[vovorica2]

Hello !

I am extremely unhappy with my EE experience today ! I was ringing them to let them know that on 24th of January I don't want my contract to be renewed or to keep going on. I don't want to pay any extra bill pr charges  not even for any extra day. I constantly had a very bad signal , including in my own house and they never seemed to care or to compensate in any way. However, now they didn't let me terminate my contract as they've said there's a cancellation fee. Hello !!!!! I am not trying to cancel it later than the contractual time ! I only want it to be terminated once the contract is done and I am letting them know in time about it. 

 They've said "no, you have to let us know 30 days before !'"" . Whattt ??? Right now are like 34-35 and in a few days it's Christmas and maybe everything will be down or closed. How can someone talk non sense ? I don't want to end up paying extra as a result that I am ringing under the 30 days. Who the hell understands them anymore ??? Why they are not respecting people the same as they always expect to be respected ? Is it a money  matter ? Why would they visible scam people ? Are they aware one client lost like this can cause even more ok the future ? 

 Why are people still renewing contracts of they  don't even listen to us ? Why it's always their way ? 

[XRaySpeX]

You should be able to give your notice of cancellation up to 45 days before you want your contract to stop.

[Peter_W · Accepted solution]

Good afternoon @vovorica2, thanks for reaching out to us here on the Community. 

As @XRaySpeX has mentioned here, you can give your 30 days notice of cancellation with no upfront cost once you're in the last 45 days of your minimum commitment period.

If the disconnection date was before the end of this term you would still be charged up until the end date, or if it's after you'd be billed up to the day the line disconnects.

Just be aware if you want to keep your number, you instead need to request a code called a PAC, then provide this to your new provider when you join.

This is valid for 30 days, and you would then be billed either the contract end date, or the day the number leaves our network if this comes later.

Peter

[vovorica2]

Why exactly 30 days ??? 

I don't want to cancel it earlier than the normal contractual date ! 

I don't want to pay any cancellation fee as long as I was good with everything.

I don't want to live in stress during the Christmas time that maybe your services might not work ! 

Why all this stress simple just because I called like 34-35 days before ? 

And no, I don't even want to keep the number now ! 

The way that it works out for a client since 10 years it's disgusting ! I don't like it and I will let everyone else to know about it ! 

 It doesn't make any sense ! 😉 Also, the service is mostly down 

[vovorica2]

My contract it's supposed to finish on 24th of january. My last bill is there already. I'm expecting for the next one just a few extra days of payment, but not a full bill with insurance and everything (140!!!!) . I did realised I have to let them know before 30 days...just not to woke up with surprises. It's 19th of December and taking in consideration the Christmas and all the cooking, cleaning, 3 kids by myself, plus still going to work (where I'm not allowed to use the phone), plus EE service being mostly bad in my own house....then I was trying to take cautions. 

 I was not expecting a refuse or a ...ring back ! Why this ? Why does it have to be exactly 30 days before ? What if I can't exactly then ? I will have to pay one extra bill simple just because a human person that I've talked with will put the blame on the system or on the contract period ? That's a shame from EE ! Unexpected and treated superficial from someone who is paid for it . 😔

 I will never trust you guys again for any contract !!!!

Initially I wanted to quit this one and maybe having a new one in the summer....but the way that I had to defend myself for trying not to be overcharged put me off. 😔😔😔

[Peter_W]

@vovorica2 I'm really sorry if this is making you feel stressed, I appreciate it's a busy time of year, and this absolutely isn't our intention. 

We go for a 30 day notice option, as that way customers can be sure that they have everything in place for ensuring they stay connected moving forwards, and we always want this to be your choice.

We would never just cancel your line at the end of the contract period, but at the same time the contract is just that, and if you opt to stop your service before this is over you will still need to pay up until the end date.

If you're moving to another network I would definitely recommend checking out the link I shared above about requesting a PAC, as this removes a lot of the worry on setting a cancellation date and worrying about losing service.

Peter

[vovorica2]

I am not saying that I am not paying ! 

I don't want to cancel it before the period , I only wanted to let them know just a few days earlier than that "30 days" simple just because of the Christmas period being on the way. 

I don't consider I did anything wrong. 

It's just funny how I had to explain this over the phone to two different people and then again and even now in here.  I just want to be everything stopped in time , not earlier, but not later either. And nope,I don't even want to keep that number, no insurance, no..nothing ! Is it done and I want it to be done according with the contract. 

My only "mistake" it was to ring today and not on the Christmas day ! 😡😡😡😡😡

[Cornholi0]

I had this exact issue with them a few years ago when trying to cancel one of my lines.   I phoned up about 35 days before it was due to give notice, I got told it had to be EXACTLY 30 days, but "don't worry - someone will call you back on Sunday"  (which was the 30 day point).   No sign of any call on the Sunday, so I phoned them up Monday morning and got told it that I wasn't giving them enough notice and there'd now be extra cancellation fees.   Had to speak with 2 different supervisors before they would admit that screwed up and agreed to cancel.   Absolutely ridiculous...