EE signed me up for Broadband and won't cancel 5G Internt

[Mbirkinshaw]

Please can I speak to the Executive Team? My phone mast regularly goes down, making my 5G Internet unreliable. EE call handlers signed me up for Broadband with the promise I could cancel my 5G contract. Tonight, I rang up to cancel the 5G and they want me to pay a termination charge.

[bristolian]

The Executive Team don't have a published external contact number and don't replace frontline CS - if you have dealings with them, then they will have provided you with contact details.

When exactly did you sign up for mobile broadband? All distance sales come with a statutory 14days "change of mind" right of cancellation, but anything beyond that and the advice of paying a cancellation charge is - on the face of it - absolutely right.

[Mbirkinshaw]

I'm still within that 14 day period. But I got promised by the network lady and Paul from Sales, that I could cancel once I've joined. I phone mast goes down up to 4 times a week. All my work comes through via the Internet, so I was left with nothing. The phone mast has had issues for about 3 years, but EE don't seem to care as they don't own it.

[bristolian · Accepted solution]

There's 2 angles here.

Your local network radio site - "EE don't seem to care as they don't own it". With the exception of streetworks sites, all of EE's sites are on third party structures or buildings, and thus leased to some degree. Those leases come with legal agreements covering access, and the requirement to operate, maintain & upgrade the EE-owned equipment on those sites is very much a concern of any operator. I don't know the specifics of your case, but I very much doubt that "not caring" is the motivation.

Cancelling your plan - if you are within the 14day period and don't want to commit to the minimum-term contract, then you are best to use that statutory cancellation period as your rights under that are time-restricted. If you have been told that those rights will be extended beyond 14days, I would request that is confirmed in writing else it could easily be regarded as sales patter.