Missold Contract Failed Roaming Cooling Off Period

[doudou111]

I purchased full works package at the canary wharf  store on September 24, 2024, specifically for a six-month work assignment in Hong Kong. At the point of sale, I was explicitly assured by the sales representative that the plan included unlimited roaming in Hong Kong and worldwide.

I travelled to Hong Kong on September 28, 2024. Upon arrival, I discovered the roaming service was not functional. I subsequently spent approximately six hours with your customer service and technical teams in an attempt to resolve the issue, without success.

The service I purchased has fundamentally failed to deliver its core promised functionality from the outset. As I am within the 14-day cooling-off period and the service is unusable for its intended purpose, I insist on my statutory right to cancel.

I have already attempted to resolve this through your online chat and the original store. The online team directed me to the store, and the store informed me I must return in person. This is impossible as I am now in Hong Kong for work and will be on a global business trip for the next six months

[XRaySpeX]

@doudou111 : How is it possible that you are still within the 14-day cooling-off period when you purchased this over a year ago in Sept 2024? If you meant to write "2025" I'll reconsider this.

Anyway there is no statutory 14-day cooling-off period when buying from an EE Store.

[bristolian]

I'll add.... you mention "the roaming service was not functional".

Do you mean the free ability to roam? This is totally separate from whatever your billing arrangement is.

Many people confuse the two: The free roaming facility enables your phone to connect to foreign networks and thus roam. Billing add-ons of numerous flavours, mitigate the cost of roaming.

[Schockwave]

@doudou111 just to add, did you make sure that roaming was enabled on your account? If you did not, then this is why roaming was not possible.

HongKong is not included as part of free roaming for personal account, not sure about business account though, but you are way past the 14 day cooling off period, so no cannot cancel, as others have mentioned, also as you did this in a high street store, that is only for customers, who did this either online or via by phone, but this would not apply to you as the reasons mentioned before.

[XRaySpeX]

Hong Kong is in EE's ROW Zone 3. Only Zone 1 is included in any EE plan that may include any free roaming outside the EU, in particular the Full Works plan. For Zone 3 on all plans you need to buy a roaming add-on when you get there.