Phone agent accidentally cancelled my entire EE TV / Netflix package instead of

[Ellemes]

I called customer service today because I was being double-billed for TNT Sports due to the recent app migration glitch (showing both a legacy £16 charge and a duplicate £25 HBO Max charge). I asked for the hbo refund and also to cancel TNT completely. I was put through to a different agent.

The subsequent agent understood but then said they couldnt do anything as my complete package had been cancelled, so i checked my emails and it had been cancelled while on the phone to the first agent. He admitted this shouldnt have happened but stated they couldn't cancel the pending order on their screen and told me to just "wait until it turns off and call back." I do not want my services turned off due to an internal EE error. Can a moderator please escalate this to the Reinstatements / Backend Team to execute an Order Cease Reversal and protect my legacy pricing? I spent 40 mins on the phone to not only not achieve what I wanted but to end up worse off and now apparently have to do the same again tomorrow! Thank you

[DarrenDev · Accepted solution]

Unfortunately it's not possible to cancel the cancellation - it's half processed already.  Any attempt to stop it going further would only put your account into a broken state.

Once the cancellation has been completed (overnight tonight), the agent will do their best to find the best possible price for you. A compensation credit can then be applied to cover the difference (as long as the previous price wasn't the result of a system error).

[Ellemes]

Thanks for checking and explaining the technical issue. I'll call the team tomorrow morning to rebuild the package once it processes. Just to clarify, my original price was my standard contract rate—the only error was being double-charged £25 for the HBO migration. Thanks again for your help