Returned Equipment not acknowledged

[GrimEEService]

seems to be a common issue within this forum and many EE customers have experienced similar!!! 

here goes in the hope that I will get some response from EE

I'm becoming increasingly frustrated in relation to account number *****5423 to the point that a complaint no ****8202 was raised on the 29th January 2026 of which I have not had acknowledgement of let alone an update.

The mobile broadband equipment IMEI : ***********1842 was returned to yourselves using the provided Royal Mail tracked returns label *******8308GB - you received this on the 7th January 2026.

I spoke to an EE employee on the 14th January 2026 having seen that I have an outstanding bill of £37.50.

It can be seen from the detail within my account that the service has not been used since early December 2025. I was assured, as a gesture of good will, that once all equipment had been returned the account would be closed and a refund made for unused data. 

today I have spent almost an hour on the telephone to chase this at the end of which i was asked to email details to supplychainsupport@ee.co.uk. Guess what the email was marked

Delivery has failed to these recipients or groups:

supplychainsupport@ee.co.uk
A problem occurred while delivering your message to this email address.

Where do I go from here?

[XRaySpeX]

@GrimEEService : 

1. Your complaint is still active. You were told to wait at least 7 working days but that has not yet passed.
2. You contracted for the service whether you use it or not, EE has supplied the service & it up to you to decide when you make use of it.

[GrimEEService]

@XRaySpeX 

thank you for your response

the complaint I hope is active but having not received acknowledgement or indeed any communication from EE, a business that sells communications, I'm reaching out to this forum in the hope that this will be resolved. The equipment was received 26 days ago and they don't seem to know where it is!!!!

[XRaySpeX]

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@GrimEEService wrote:

I'm reaching out to this forum in the hope that this will be resolved. !!

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It can't resolved here. This is just a user discussion forum with no access to your a/c.

[Debbie_G · Accepted solution]

Hi @GrimEEService.

Thanks for coming to the community.

If you've submitted a complaint online using our webform, this can take at least 7 days to receive a response from the team.

If you haven't filled this out, I’d recommend completing a complaint online using our complaints webform. A dedicated member of the team will contact you and be able to help look into this further.

See our EE Complaints Code of Practice for further information.

Debbie

[GrimEEService]

thanks for your response @Debbie_G I haven't personally completed the online form as having spent a number of hours talking to your colleagues one of them completed the complaint process on my behalf. I will however do so in the hope that eventually EE will get this sorted

[Debbie_G]

Thanks for the update, @GrimEEService.

Please keep us updated on how you get on.

Debbie