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How to cancel EE broadband

What you need to know about cancelling EE broadband

Are you thinking about cancelling your broadband package with EE? There are several things to think about before you cancel EE, including timelines and cost. We’ve created this guide to explain what you'll need to know, and help make the process painless.

What to do before you cancel EE broadband

Before you start the process to cancel your EE contract, there are a few important steps to follow that’ll make the process easier, and perhaps save you money.

Check your contract before you cancel EE

Give your contract a read through to check any early termination fees and your contract end date.

All EE contracts have a minimum contract term (new deals are 24 months, but older packages can be 12 or 18 months). If you haven’t hit your minimum term yet, you’ll most likely face extra charges for early termination.

If you’ve already hit the minimum term, you should be good to go without paying a penny. But you'll still have to make sure you give EE enough notice you want to leave and return any equipment you have, such as your Wi-Fi router.

Information for EE customers who signed up after 17 June 2022

  • In May 2024, Ofcom found BT (the parent of EE) to have failed to provide clear contract terms to customers
  • If you signed up to EE from 17 June 2022 through the EE website, app or store, you may now have the right to cancel your contract for free
  • If you're affected, you won't need to pay an early termination fee if you cancel
  • Customers should expect to receive contact by August 2024, but we recommend getting in touch with EE support if you want confirmation

Find a new broadband deal

Unless you no longer need broadband, you will want to get a new deal in place to start when EE ends. Otherwise, you may be left without broadband for weeks while waiting for a new service to come online, and you could face additional setup costs.

Find out what’s available in your area right now by entering your address:

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Ready to buy? Check out some of the great deals available now:

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How to cancel EE broadband

If you’re out of contract: cancelling EE for free

For the sake of your bank balance, the best way to cancel your EE broadband service is if you’ve already reached the end of your contract. You can safely cancel without worrying about extra fees if you're beyond the minimum term.

If you're not switching and no longer require broadband at all, you need to call EE on 0800 079 0544.

EE requests a minimum of 30 days’ notice to cancel, so don't leave things too late.

All EE contact details can be found on our EE customer service and complaints page.

Cancelling EE if you’re still in contract

If you’re still in your minimum term, you’ll need to follow the same steps above, but it will cost you a bit more. EE charges an early termination charge, if you haven’t reached your minimum term.

There may be an exception if you signed up from 17th June 2022. We recommend you get in touch to confirm if you're eligible for an early termination without charge.

Cancelling EE if you’re moving home

If you cancel your EE broadband contract before the end of its minimum term, you may be charged an early termination fee.

EE asks you give at least three weeks notice before your move. As a bonus, you'll get the first month of your broadband free, if you renew your contract. This is, by far, the most generous house moving scheme currently offered by a UK internet service provider.

To arrange a home move, you can call 0330 123 1105, or 150 from an EE phone.

EE broadband early cancellation fees

Here's how EE calculates its Early Cancellation Charge:

  1. It adds together all outstanding monthly (or other periodic) charges, excluding VAT. If you have a monthly recurring subscription discount, this is taken into account.
  2. It reduces the charge to take into account any costs it saves as a result of you leaving early.
  3. It takes off 4% for early receipt.
  4. It multiplies this by the remainder of your minimum term.
  5. Finally, it adds VAT at the prevailing rate to get the final cancellation charge.
     

The only exception may be if you signed up after the 17th June 2022. Some customers who signed up from this period didn't receive adequate contract information and a contract summary. Subsequently, these customers may be able to leave without penalty.

Frequently asked questions about cancelling BT

  • How much notice do I have to give to cancel EE broadband?

    EE requires 30 days notice for cancellation.

  • Do I need to return my EE Wi-Fi router or TV box?

    Once you've cancelled, EE will let you know if you need to return equipment. If you fail to do this, there's a set fee for each device. You can find the details clearly marked out in its return and recycle guide.

    As a guide, expect to pay £70 for an unreturned Smart Hub, or £80 for a Smart Hybrid Connect.

  • Can I keep my phone number when I cancel EE broadband?

    Your number can be transferred. Make sure your new provider is aware of this when you sign up.

  • Can I cancel for free if my EE broadband is too slow?

    EE has signed up to the voluntary broadband speed code of practice. This means if your broadband speed is slower than expected, and EE is unable to fix it, you have a right to cancel for free. Your first step will be to get in touch with its customer support. To do this, call 0330 123 1105.

Meet the author:

Contributor

Matt has been working with Broadband Genie since 2009. A lifelong tech enthusiast, he has 20 years of experience writing about technology for print and online.


Specialist subject: The technicalities of broadband

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