RESOLVED: EE cancellation nightmare!

ryan92

I joined EE broadband on the 13th December as part of my cost cutting regime and it went live on the 29th December. I was specifically told online I had a 14 day cooling off period was I not happy with the performance of the speeds the service offered.

So I've had the service for 2 days and the speeds are dire so I've been given an offer from Virgin that costs £6 more than what I'd pay with EE Broadband so it makes sense.

However when I phoned today I was told I had to pay a disconnection charge of £127? The advisor was rude, unhelpful and you could tell he wasn't willing to help!

If the above is correct I've been totally misled and now have to fork out money to get rid

Buzby

Once service goes live, you cannot cancel without penalty. I'm assuming you mean Virgin Cable?

This is invariably the better option as nobody offers faster BB. Just diary the earliest cancellation date - which mag be 18 months away - and move without penalty.

Marktheshark

You have 12 months under the consumer contracts regulations IF they never sent you a copy of "your right to cancel" either by e-mail or post.
However enforcing this might need court action, like most companies they are ignoring the new legislation and will continue to do so until they have lost in court a few times.

ryan92

Marktheshark wrote: »

You have 12 months under the consumer contracts regulations IF they never sent you a copy of "your right to cancel" either by e-mail or post.
However enforcing this might need court action, like most companies they are ignoring the new legislation and will continue to do so until they have lost in court a few times.

Only emails I ever received was ;

Order confirmation
Details about my online account
Email saying router was dispatched

EE

ryan92 wrote: »

Only emails I ever received was ;

Order confirmation
Details about my online account
Email saying router was dispatched

Hi

I do apologise for the issue you have faced trying to leave EE Broadband. Would you like me to pick this up directly with customer services and see if we can resolve the issue for you?

If so please email me directly on jade.taylor@affiliatewindow.com with a contact number and a brief outline of your issues.

Thanks
Jade- Representing EE

ryan92

EE wrote: »

Hi

I do apologise for the issue you have faced trying to leave EE Broadband. Would you like me to pick this up directly with customer services and see if we can resolve the issue for you?

If so please email me directly on jade.taylor@affiliatewindow.com with a contact number and a brief outline of your issues.

Thanks
Jade- Representing EE

Hello Jade!
Thanks very much for responding to my post ; much appreciated!
I've sent along the email to you now.

Thanks again

ryan92

Still received no correpondance from EE regarding this although I can't fault Jade as she's been very responsive in chasing things up etc.

I decided to just see about keeping the contract with them and seeing it out. Gave them a ring myself today to be told the account is pending payment for the cancellation fee of £300 (line rental saver fee and the cancellation fee) and that if I want to stay with them for Broadband I'd need to pay this then open up a new account.

No idea what to do now!

avoid_EE

I have had nothing but hassle with EE as well. I cancelled well within my rights when they did not provide me with any broadband service after three and a half weeks of switching to them! All seemed to be dealt with and no costs to me etc at the time and had this confirmed byy EE staff on several occasions. I am now receiving debt collection letters from them for £132!! I think they should be sending me some sort of compensation for the 3 and a half weeks with no broadband thanks to there incompetence! EE are a nightmare, and I hear mostly negative feedback about them now, avoid them like the blackest plague. terrible company!

EE

ryan92 wrote: »

Still received no correpondance from EE regarding this although I can't fault Jade as she's been very responsive in chasing things up etc.

I decided to just see about keeping the contract with them and seeing it out. Gave them a ring myself today to be told the account is pending payment for the cancellation fee of £300 (line rental saver fee and the cancellation fee) and that if I want to stay with them for Broadband I'd need to pay this then open up a new account.

No idea what to do now!

Hi Ryan

Sorry that you still havent heard back from EE. I chased yesterday afternoon and I beleive someone has or will be in contact within 24 hours.

Again I do apologise for the delay and inconvenience caused
Thanks
Jade- Representing EE

EE

avoid_EE wrote: »

I have had nothing but hassle with EE as well. I cancelled well within my rights when they did not provide me with any broadband service after three and a half weeks of switching to them! All seemed to be dealt with and no costs to me etc at the time and had this confirmed byy EE staff on several occasions. I am now receiving debt collection letters from them for £132!! I think they should be sending me some sort of compensation for the 3 and a half weeks with no broadband thanks to there incompetence! EE are a nightmare, and I hear mostly negative feedback about them now, avoid them like the blackest plague. terrible company!

Hi

I beleive I have responded on the other thread you wrote on.

However if you are still experiencing problems I am happy to pass this to the customer services team. Please email me at jade.taylor@affiliatewindow.com with a contact number and the details of your issues, and I will do my best to resolve this for you.

Thanks
Jade- Representing EE

ryan92

So EE have told me that the fees should be waived but I'm still waiting on that being confirmed! I placed another order with them but have subsequently cancelled due to getting a much better offer with Sky. However, Sky have now told me they are having issues proceeding with my order due to my existing provider.

I've hooked up the brightbox to check the stats and get the following ;

Broadband Type: ADSL
Broadband State: Connected
Internet State: Disconnected
Time Connected: --:--:--
Downstream Rate: 3835kbps
Upstream Rate: 979kbps
Internet IP Address: 0.0.0.0

This line was cancelled at the end of December so surely it should now be inactive rather than still being connected?