Unreturned 4G router - £600 charge?!
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
14-01-2024 03:48 PM
Someone please help! I ordered the EE 4g router for my home, but then decided to go with another provider and cancelled my contract within the 14 day cooling off period. This was back in September, and I have only just realised that I have been charged £50 monthly since then! I assumed this was a mistake on their side and called up to check, but was told that they never received my router back and therefore will continue to charge me monthly until they do. I asked how much a cancellation fee would be and they said £600+. I’m freaking out as I’m pretty sure I sent it all those months ago, but can’t find any receipts / tracking proof which is the only thing they’ll accept. It definitely wasn’t clear that I would be continually charged such a huge amount if they didn’t get it back. Help! I’m struggling to make ends meet and I feel like this is hugely unjust. I’m considering small claims court if I’m forced to pay?
Any advice welcome
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
14-01-2024 04:17 PM
Hi @ishtar2
You'll need to prove you cancelled and returned the device. You can ask EE to check when or if the account was used (data etc) since you called to cancel, that might help.
However you need to speak to EE about this issue as there is no account access on these forums.
Thanks
To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
14-01-2024 04:41 PM
As said above, I do not have any proof of postage, so unfortunately this is not an option. EE would be able to see that the broadband hasn’t been used since cancellation, or in fact at all as I never plugged it in, but this didn’t seem to make any difference when speaking to EE staff on the phone.
Do you have any other suggestions? I’m keen to get this sorted as soon as possible, and it is causing me lots of stress.
- Mark as unread
- Bookmark
- Subscribe
- Mute
- Subscribe (RSS)
- Permalink
- Print this post
- Report post
14-01-2024 05:04 PM
EE provides the contracted service. It's up to you whether you make use of it. You still pay for the service as per contract.
To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

- Charge for returned router in Broadband & Landline
- BT to EE - Cannot Setup WiFi Controls in Broadband & Landline
- Smart Wifi Pro range is awful - BT/EE refusing to pay for ONT Move in Broadband & Landline
- Home phone adaptor in Digital Home Phone
- Billed even though I cancelled in cooling off period in Broadband & Landline