What to do before you cancel
Before cancelling your broadband service with any provider, you should first check your contract to see whether your minimum term has finished. If you’re not out of contract but want to switch providers, you may need to pay exit fees.
Check your contract
Broadband deals with EE are only available on a 24-month basis. If you’re still within this contract period (known as a ‘minimum term’), you will likely be charged an Early Termination Fee.
How to check if you're out of contract
All broadband providers – including EE – are legally bound by Ofgem rules to notify its customers between 10 and 40 days of their broadband contract coming to an end.
If you haven’t received a notification but think you might be out nearing the end of your contract or know you are already out of contract, you will need to contact EE directly.
Make sure you’ve found a new broadband provider
Before cancelling your existing broadband with EE, and to ensure your connection to the internet remains uninterrupted, you should find the provider and deal you want to switch to before cancelling. This will help make the transition to your new provider a seamless experience, void of any interruptions to your broadband connection. Otherwise, if you decide to cancel without organising your switch in advance, you could be left without a broadband connection for weeks.
How does EE calculate its Early Termination Charges?
If you decide to terminate your EE broadband contract before your minimum term is up, early termination charges will apply.
These are calculated based on how many months you have left remaining on your contract at the time of cancellation (minus VAT). And, if you send your final payment early, you’ll get 4% taken off your bill, as well as any costs EE calculates they will save as a result of your leaving early.
VAT will then be added to this final amount. If you cancel part way through the month, EE will work out your ETC on a pro rata basis.
Finally, you will need to provide EE 30 days’ notice before you leave.
How to contact EE to cancel your broadband
The quickest and easiest way to cancel your broadband service with EE is to call them, which you can do so on 0800 079 0544. Once you’ve gone through the cancellation procedure, EE will provide you with a post-paid mailer to return any equipment, including your router.
I am moving home. Can I cancel my broadband with EE without incurring exit fees?
If you’re moving home and to an area where EE is unable to supply a broadband connection to your new address, any early termination fees may be waived. However, please be aware this will be judged on a case-by-case basis.
However, because EE uses BT’s Openreach network to deliver its broadband connection, it’s likely you’ll be able to continue to get your same broadband deal at your new address. However, if you initially signed up to a full fibre package and are moving to an area that does not have full fibre available, you may be forced to downgrade. It’s a good idea to check the availability at your new address.
When moving, it is a good idea to let EE know as far in advance as possible, at least 30 days in advance. This will mean that installation of broadband at your new address can be organised for the day you move in and you will not experience any interruptions to your broadband service.
When contacting EE, you will need to have the following information to hand:
- Your EE customer account number
- Your new address
- Moving date
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