New contract

[Lynee]

Hi when I upgraded my phone and contract yesterday 04/07/2025  i  noticed when in the shop I couldn’t get online. I had signal and was online in Costa coffee opposite prior to entering the shop. 

I upgrade my contract and was happy with the sales assistant as she seemed to be doing everything possible to get me the right contract. 

After getting home i set up the phone (iphone13) and fully updating all the apps.

when i went onto EE app on the phone i found the same deal i had signed up for 3 hours previously was £8 per month cheaper. On browsing through the EE upgrades i could have had a far better phone and contract for the same money i signed up for. 

my question is can i cancel my contract and sign up to a far better deal or get my contract price reduced. Thanks in advance 

[bristolian · Accepted solution]

Online & telesales purchases in the UK come with 14days statutory "change of mind" right of return. In-store purchases have no such protection, and EE stores don't offer any return or refund on face-to-face phone purchases.

[Lynee]

That’s not very nice. How can EE get away which such a bad practice. 


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[XRaySpeX]

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@Lynee wrote:
How can EE get away which such a bad practice. 

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By following the law, the Distance Selling Regs, to the letter!

[bristolian]

Offers will always come & go, changing all the time. If you were happy with the upgrade deal you were offered in-store, some might suggest that nothing else matters.

It's too late for you now, but the time to compare online offers is before making an in-store purchase, not afterwards.

[Lynee]

That’s ok as I can follower the letter of the law on phone insurance. There more ways than one to skin a cat. 

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[Lynee]

Customers will always come and go. I’m having fun reporting ee


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[XRaySpeX]

There's no law to insure your phone 😉 !

[Lynee]

Interesting are you giving out false information to fob people off. I’ve today had a call from ee to go to the shop who apparently can cancel my contract and start a new contract at the lower price. Please don’t give out advice if you don’t know what you are talking about. 

[bristolian]

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@Lynee wrote:

Interesting are you giving out false information to fob people off...Please don’t give out advice if you don’t know what you are talking about. 

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I stand by my previous post, but will explain.

It's good for you that you can "apparently" cancel an instore contract despite EE's policy being that you cannot. I hope you got that advice in writing or at least a named individual who you can refer to if & when the store refuses your request for cancellation.

The EE returns policy is outlined at https://ee.co.uk/help/orders/how-to-return-a-product-bought-within-the-last-14-days with the retail-specific PDF at https://ee.co.uk/content/dam/ee-help/help-pdfs/ee-device-returns-policy-v2-june-2018.pdf . "Change of mind" returns are only referenced under accessories, and NOT under "phones & tablets"...