14 day cooling off period

[CuppaKawfee]

Hi everyone,

I requested a PAC yesterday as I want to cancel my SIM only plan during the 14 day cooling off period. I was given a PAC over the phone, and got a text saying I owe £503.47. I mentioned this to the EE rep and they said not to worry as I wouldn’t be charged. I gave the PAC to my new provider. However, I've looked it up and it seems to need to be processed as a return, otherwise I will be charged. My number ports today (the 24th). I'm really worried I was misinformed and will need to pay even though I’m within my 14 day window. I’ve now sent a return form explaining the issue and also raised a complaint. My cooling off period ends on the 2nd October but I’m thinking using the PAC may have left me without recourse. The EE rep mentioned calls are recorded so that may help. If anyone can offer any guidance that would be much appreciated!

[XRaySpeX]

You can't make use of your cooling-off period by porting out using a PAC. That is considered a cancellation during min. term & attracts a hefty exit fee. You must process it as return to EE. In doing so you will revert to your previous contract & then you may PAC out of EE.

It may be too late now to reverse things but just hope your explanation with the return form holds water. It should be obvious to anyone just what your intentions were.

[bristolian]

Were you on a handset-plan prior to moving to SIM-only? Or were you a new customer to EE?

You can't generally "cancel" a line under 14day and also retain a ported-in number - the two use different processes. The exception would be a 14day cancellation of a price-plan change - where you would revert an existing number to a previous plan.

[CuppaKawfee]

Hi everyone,

This was an entirely new contract @bristolian; I was a previous customer but ported out and then came back as a new customer.

I called up this morning and explained the issue; a manager was able to change the cancellation type on their end to ‘out of contract’, so I won’t be charged, and can use the same PAC. You were spot on @XRaySpeX , they could see the previous conversations yesterday and it was obvious I had been misinformed and wanted to cancel. 

[XRaySpeX]

Thanks! Glad I could be of assistance & trust it is now sorted.