My mother is 81 years old. Both my father and mother are fiercely independent. They went in their local EE Store in October 2025 for help when they wanted to set up Broadband at home. This was to replace a £18.62 a month EE SIM card dongle they used for their computer. But also to enable them to have a EE TV package and to help their grandchildren when there. They were advised to keep the dongle until the broadband was working.
My mother went back in to cancel the dongle. But was told she couldn't as it was under contract (not correct) but that they could get her a cheaper rate. Not what she needed but she took it. From a review of her October and November bills it appears that whilst the new price was cheaper, they didn't cancel the original and so she was paying double each month. In fairness my mother contacted 150 and it seems that the new charges where stopped ( but not refunded for the two months).. in addition the original £18 62 dongle was left running. My morher was at a loss as to what to do, and finally asked for my help. I went to the EE Store with my mother today to try and assist. The store staff member was very helpful and put my mother onto the telephone. But I had to assist due to her struggling with hearing. I was told she would stilll have to comply with the months notice and pay another £18.62. I explained her age, that her finances are tight and asked that an allowance be .made, given her age, for her taking out the broadband two months ago, that there's been no activity on the dongle and that this was the third time she'd try to cancel it. I didn't reference the £30+ she'd lost through the two months of the second 'dongle' she hadn't needed. He stated I couldn't discuss it with his manager and that the terms stated there was a month notice to cancel. I'm extermely disappointed that EE are not more supportive when issues arise for their elderly customers. Particularly as she was committing to EE with broadband, TV and a mobile phone.. The dis-connect between the local EE store and the centralised service is also vwry frustrating. Her efforts to do this herself have cost her in excess of £70 that she needn't have paid. She said from the outset in October that she wanted to cancel the 'dongle'. A smooth transition could have been arranged. My mother is very upset by her experience with EE
