Mobile Cancellation Notice

Anna1304

If anyone knows anything I can throw at EE to insist they allow me to pre-date my cancellation would be appreciated.

My mobile contract with EE is coming to an end on August 1st and I don't wish to continue it. It says on their website that for cancellations, you have to give them at least 30 days notice that you wish to cancel. However there is a limit on how far they can pre-date cancellations. I have phoned their customer services and been informed that their time limit on pre-dating cancellations is 30 days before you want the contract to end. It also states that 'You will be charged until the end of your minimum term or the end of 30 days' notice, whichever is the later date'.

So this means that if I cancel before 30 days prior, they'll charge me an early cancellation fee and my contract will end that many days early (pay the same but get less?!), but if I cancel after 30 days prior, they'll charge me for every extra day. I've never had this issue before (and my last contract was with EE as well) and I've always been able to cancel around 35 to 40 days before the end date of my contracts.

It wouldn't be as big an issue but I'm going on holiday the day my contract ends and I just know I'll probably forget and I know that I've been allowed to cancel more than 30 days before so I don't know why they're not letting me now! Regardless of my useless memory, people shouldn't have to cancel on one specific day of their contract, you should be able to give notice that you want your contract to end. It's not like I'm trying to get out of the contract, just give them notice that I don't want it to continue after the minimum term.

mobilejunkie

A perennial problem I always get. According to Ombudsman Services (different Ombudsman to EE, which is CISAS who are much better) I am perfectly able to give a longer notice. In practice, Talkmobile absolutely refused without an ETC. Ombudsman Services did completely nothing. I would make a formal complaint to EE and see where that gets you. In my case (different issues) they ignored 2 complaints and I had to wait 8 weeks before then going to CISAS (when EE immediately folded). However, if they ignore you 8 weeks would in this instance be too long to achieve what you require.

Samantha_EE

Hi Anna1304,


The cancelation information you have been given is correct, you can see the cancelation policy here:


http://ee.co.uk/help/accounts-billing-and-topping-up/cancel-or-return/cancelling-a-contract-after-14-days


Is a cancelation the only option? We do have a number of other options like a sim only and PAYG.


Thanks Sam

unforeseen

Samantha_EE wrote: »

Hi Anna1304,


The cancelation information you have been given is correct, you can see the cancelation policy here:


http://ee.co.uk/help/accounts-billing-and-topping-up/cancel-or-return/cancelling-a-contract-after-14-days


Is a cancelation the only option? We do have a number of other options like a sim only and PAYG.


Thanks Sam

That article states that here is a limit as to how much you can pre-date the notice. What is that limit? 60 days? 90 days? 31 days?

Samantha_EE

Hi,


I have had the cancelation notice period confirmed and the notice period itself is 30 days, however this can be given 45 days prior to the end of your contract.

Thanks, Sam