Enquiry About My EE Contract

[youngchae]

I have been using my £10 monthly EE plan since January 2023, pausing it during the summer holidays as I am an international student. I had accumulated over 40GB of rolled-over data.

When I returned to the UK in September 2026, I called 150 to reactivate my plan. The advisor recommended a faster plan at the same price and assured me that I could still pause it whenever I wanted. However, I later discovered that I had signed up for a 24-month contract and lost all my accumulated data.

An EE store advised me to contact Customer Service to have the call recording reviewed.

Could I review the recording and advise whether my contract can be cancelled without an early termination fee and whether my previous data can be restored?

As English is not my first language, I would appreciate it if I could communicate in writing though

[XRaySpeX]

@youngchae : You were on PAYG. Your mistake was calling CS to restart your plan when you could have restarted it yourself by text to top-up & buy your pack. While calling them you were conned into buying a contract you didn't want or need. You could ask CS to review the recording.

You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

As well as phoning you may write to them at:

EE Customer Services
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN
United Kingdom

Include your name, address, EE account number and/or EE mobile number.