You can cancel your EE contract at any time, but the most cost-effective way is typically after your minimum contract term has ended, by providing at least 30 days' notice. Cancelling during your minimum term usually incurs early exit fees.
Understanding Your Contract Term
Every EE contract, whether for a mobile phone, SIM-only plan, or broadband, comes with a minimum term. This is usually 12, 18, or 24 months, but can vary. Knowing your contract end date is crucial as it determines your cancellation options and potential costs.
How to Check Your Contract End Date:
- My EE App: Log in to the app, and your contract details and end date should be clearly visible.
- Your Bill: Your monthly bill often includes information about your contract status.
- Online Account: Access your account via the EE website.
- Contact EE: Call 150 from your EE phone, or 07953 950 150 from any other phone.
Cancelling After Your Minimum Term
This is the most straightforward and usually the least expensive method of cancelling your EE contract. Once your minimum term has ended, your contract typically rolls onto a monthly basis.
To cancel at this point, you will be required to provide at least 30 days' notice of your intention to terminate your service. During this 30-day notice period, EE will continue to provide you with service, and you will be billed as normal. Your contract will then officially end once this notice period is complete. There are no early termination charges when you cancel after your minimum term has expired.
Cancelling During Your Minimum Term (Early Exit)
If you wish to cancel your EE contract before your minimum term has ended, you will typically be subject to Early Termination Charges (ETCs). These charges compensate EE for the remaining months of your contract.
How Early Termination Charges are Calculated:
ETCs are generally calculated based on the remaining monthly charges for your service, often with a slight reduction to account for costs EE will save (e.g., wholesale network costs). For example, if you have 6 months left on a £30/month contract, your ETC could be around 6 x £30, though the exact figure may vary.
Even when cancelling early, you will still need to provide at least 30 days' notice of your cancellation, in addition to paying any applicable ETCs.
Exceptions and Special Circumstances
There are specific situations where you might be able to cancel your EE contract without penalty, even during your minimum term:
- Cooling-Off Period: If you took out a new contract or upgraded online or over the phone, you typically have a 14-day "cooling-off" period during which you can cancel without penalty. You usually need to return any equipment in good condition.
- Significant Price Increases: If EE increases your monthly price mid-contract beyond what was initially agreed (e.g., above the annual CPI/RPI linked increase), you usually have the right to cancel your contract without penalty within 30 days of being notified of the price change. Check EE's terms and conditions or Ofcom guidelines for details.
- Poor Service: If EE consistently fails to provide the service described in your contract (e.g., significantly slower broadband speeds than promised, frequent network outages in your area), you may have grounds to cancel without penalty. This usually requires raising a formal complaint and providing evidence of the poor service.
- Death of Account Holder: In the unfortunate event of the account holder's death, EE will assist the next of kin in closing the account without incurring early termination charges.
How to Cancel Your EE Contract
When you're ready to cancel, follow these steps:
- Check Your Contract End Date: Confirm whether you are still within your minimum term.
- Gather Information: Have your account number, personal details, and reason for cancellation (optional, but can be helpful) ready.
- Contact EE:
- Phone: Call 150 from your EE phone or 07953 950 150 from any other phone. This is often the quickest and most direct method.
- Live Chat: Visit the EE Help & Support page and look for the live chat option.
- Post: You can send a letter to EE Customer Services. Be aware this takes longer, and you should send it well in advance of your desired cancellation date to meet the 30-day notice requirement.
- Consider Keeping Your Number (PAC/STAC):
- PAC (Porting Authorisation Code): If you want to keep your current phone number and transfer it to a new provider, text "PAC" to 65075. You'll receive a code valid for 30 days. Give this code to your new provider, and they will arrange the transfer.
- STAC (Service Termination Authorisation Code): If you want to leave EE and get a new number with your new provider, text "STAC" to 75075. You'll receive a code valid for 30 days. Give this code to your new provider.
What to Expect During Cancellation
Once you've initiated your cancellation and given your 30 days' notice:
- Final Bill: You will receive a final bill that includes any charges up to your cancellation date, prorated if necessary. If you cancelled early, this bill will also include your Early Termination Charges.
- Equipment Return: If you have EE Broadband, you may be required to return any provided equipment, such as the router. EE will provide instructions on how to do this.
- Confirmation: You should receive a confirmation of your cancellation date and any outstanding actions.
Summary of Cancellation Scenarios
| Cancellation Scenario | Notice Period | Potential Costs | Key Action |
|---|---|---|---|
| After Minimum Term | At least 30 days | Standard charges during notice period | Provide 30 days' notice |
| During Minimum Term | At least 30 days | Early Termination Charges (ETCs) + notice period | Calculate ETCs, then provide 30 days' notice |
| Within Cooling-Off Period | Up to 14 days | None, if no service used (or minimal) | Contact EE immediately, return equipment |
| Due to Price Increase | Within 30 days of notification | None, if criteria met | Contact EE within the specified window |
| Due to Poor Service | Variable | None, if justified and proven | Raise formal complaint, gather evidence |
In conclusion, the earliest you can typically cancel your EE contract without penalty is after your minimum term has ended, by providing at least 30 days' notice. Always check your contract details and be prepared for potential early exit fees if you cancel sooner.
