How do I cancel within 14 day cooling off period? Getting mixed messages from EE

[realgonekid]

Hey hope someone can help, I took out 5G EE mobile broadband. I'm 4 days in to the 14 cooling off period and wish to cancel. 
In the documentation with the 5G hub it tells me to call 07953966150 to cancel, which I did. 

However the agent on the phone told me cancellation can only be done with a form? They gave me the url to the form, but it goes to a page not found.

Can anyone help?

Thanks

[XRaySpeX · Accepted solution]

Returning a device or SIM within 14 days :

If you're unable to text us, or your device does not have an IMEI number, you can complete our returns form. Once your form has been received and processed, our team will get in touch to advise how to return your equipment.

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[realgonekid]

Thanks very much @XRaySpeX! 

Before you replied I found the same question as mine https://community.ee.co.uk/t5/Mobile-Broadband/How-to-cancel-4g-wifi/td-p/1355408 which you answered previously, with a pdf form and an email address channel.returns@ee.co.uk .

I filled out the form and sent it to that email address successfully, but  since that answer was a few months ago now, should I instead use the form you replied to my thread with today or do both routes end up at the same team in EE?

Thanks again

[XRaySpeX]

Things have changed since then. I should use the latest form.

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

[realgonekid]

Thanks very much,  I will fill out the latest and get it submitted today.

All the best, 

[realgonekid]

Hello, sorry to bother you again @XRaySpeX  . I’m having a lot of bother with EE and what I thought was a simple request. 

I’m being asked for an account password before EE can cancel but I never had to create an account when I purchased the 5G hub through the EE site. I simply filled in the forms for name address, email etc and then made payment, £100 up front and then £50pcm. 

I’m also being asked for things like how I set up the my contract and what device it is despite providing them my order number, name, address, email etc. 

I’ve emailed back with this info and attached the only 2 emails I have received from EE about my contract. Hoping this will suffice. 

Is there anything else I can do, that you can think of?

Thanks again. 

[XRaySpeX]

EE have no right to expect you to have registered the device to EE in only a few days & when you are taking advantage of the statutory cooling-off period. It is not mandatory & never laid down in the article I linked for you.

[realgonekid]

I’m really upset with how this has gone with EE so far. And I’m worried that my cooling off period will be over and EE will say I didn’t cancel in time. I would have just cancelled the direct debit if I hadn’t paid the £100 up front.

 I’ve never experienced such a hard time trying to cancel anything before. 

I guess I’ll just keep trying.

Thanks again.

[XRaySpeX]

Tell them it is your right under consumer law & they've no right to put hurdles in your way. You complied with the law by informing them that you are taking advantage of the statutory cooling-off period within the 14 days, no matter when the cancellation actually takes effect.

[realgonekid]

Thank you,  I will send another reply to the email they sent, reminding them about my consumer right rights and  statutory 14 days cooling off period.

Do you have any shortcuts for making a complaint if they still make it difficult for me to cancel?

I’ll update here to let you know how it goes, if you’re interested. 

Thanks again for listening and giving me advice @XRaySpeX, I really appreciate it.