Cancelling a contract

  • EE
  • Orange
  • T-Mobile

The steps you’ll need to follow when cancelling will depend on when and where you joined EE. Below are 3 cases for you to base your current circumstances on, this will inform you how to cancel your contract correctly.  

Case 1: I’m a new or upgrading customer and I entered into my contract with you within the last 14 days.

If bought in a retail store:

We do not offer a change of mind policy, however if you’re experiencing network coverage or technical problems, you can let us know by returning your purchase to store within the first 14 days of entering into a contract with us.

You will need to bring:

  • Your original receipt.
  • Any equipment you bought from us. This will need to be returned in as new condition and with the original packaging (including any inbox accessories).

If bought over the phone or on ee.co.uk:

You’re entitled to a 14 day cooling off period, please call us within 14 days of receiving any equipment or entering into an agreement for services.

If you have not yet opened the packaging since receiving, please do not do so, and send back in a new and sealed state.

Case 2: I’ve been a customer with you for a while now but I haven’t reached the end of my minimum term.

If bought in a retail store, over the phone or on ee.co.uk:

You’ll need to give us 30 days’ notice by calling us

You will have to pay for the remaining months in your contract, plus any other outstanding charges that you owe us. We will deduct any discount we owe you. All charges will be clearly explained by our advisors on the call.

Case 3: I’ve come to the end of my minimum term and I would like to change providers.

If bought in a retail store, over the phone or on ee.co.uk:

You’ll need to give us 30 days notice by calling us. No early cancellation charge will apply.

Resolve your issue

If you have a query or a complaint, don’t hesitate to call us on the numbers listed below. Our customer service advisors will do their best to resolve your issue.

Contact information.

Call us

If you would like to cancel a mobile phone or mobile broadband plan, call us on:

  • 150 from your EE phone or,
  • 07953966250 from any phone.

Cancellation form

If you’re a customer cancelling within the first 14 days of entering into a contract with us online or over the phone, you can fill in our cancellation form and post back to us, if it's over 14 days please call us instead.

Broadband customers:

Please post your form to:

EE
6 Camberwell Way
Doxford Technology Park
Doxford
Sunderland
Tyne And Wear
SR3 3XN

Mobile customers:

If you are in the first 14 days of entering into a contract with us, you can email us* at channel.returns@ee.co.uk or post your form to Channel Returns, Mercia House, Senhouse Road, Darlington DL1 4YB.

*If you are outside the first 14 days of entering into a contract with us, this department will not be able to support any related queries, instead, please call us.

Please note: If you’re cancelling both a mobile and broadband purchase please make sure you send a copy of your form to both addresses.

Returning products once you've cancelled.

Once you've called us or sent in a cancellation form we'll send you a pre-addressed silver bag for you to post any equipment back before your request can be completed. Please note you will need to pay the postage costs back to us.

Follow our returns instructions to ensure your return is processed correctly. 

Using your handset on a new network.

If you wish to use your handset with another network, it needs to be unlocked. We can provide you with an unlocking code. Fill in the form here.

Further information on:

  • Returning items correctly.
  • Charges you may receive.
  • Refunds you may receive.

Can be found here

 

The steps you’ll need to follow when cancelling will depend on when and where you joined Orange. Below are 3 cases for you to base your current circumstances on, this will inform you how to cancel your contract correctly.  

Case 1: I’m a new or upgrading customer and I entered into my contract with you within the last 14 days.

If bought in a retail store:

We do not offer a change of mind policy, however if you’re experiencing network coverage or technical problems, you can let us know by returning your purchase to store within the first 14 days of entering into a contract with us. 

You will need to bring:

  • Your original receipt.
  • Any equipment you bought from us. This will need to be returned in as new condition and with the original packaging (including any inbox accessories). 

If bought over the phone or on ee.co.uk:

You’re entitled to a 14 day cooling off period:

  • If you have an upgrade please call 150 from your Orange mobile or
  • If you have a brand new contract please call our channels return department on 08000790103 within 14 days of receiving any equipment or entering into an agreement for services.

If you have not yet opened the packaging since receiving, please do not do so, and send back in a new and sealed state.

Cancellation form

If you’re a customer cancelling within the first 14 days of entering into a contract with us online or over the phone, you can fill in our cancellation form and post back to us, if it's over 14 days please call us instead.

Broadband customers:

Please post your form to EE Broadband Customer Care, PO Box 486, Rotherham, S63 5ZX

Mobile customers:

If you are in the first 14 days of entering into a contract with us, you can email us* at channel.returns@ee.co.uk or post your form to Channel Returns, Mercia House, Senhouse Road, Darlington DL1 4YB.

*If you are outside the first 14 days of entering into a contract with us, this department will not be able to support any related queries, instead, please call us.

Please note: If you’re cancelling both a mobile and broadband purchase please make sure you send a copy of your form to both addresses.

Returning products once you've cancelled.

If you're a new customer to Orange please send any equipment to*:

Channel Returns, Mercia House, Senhouse Road, Darlington DL1 4YB

*You will receive a pre-addressed silver bag from us for you to return any equipment to.

If you've upgraded to Orange please send any equipment to*:

Kuehne & Nagel, Upgrade Returns, Gate 3, Harding Road, Brinklow, Milton Keynes, MK10 0DG

*We do not provide a pre-addressed silver bag for upgrading customers, please ensure you purchase packaging yourself. 

Follow our returns instructions to ensure your return is processed correctly. 

Case 2: I’ve been a customer with you for a while now but I haven’t reached the end of my minimum term.

If bought in a retail store, over the phone or on ee.co.uk:

You’ll need to give us 30 days’ notice by calling us if you're either:

  • An upgrading customer to Orange 
  • A new customer to Orange

Call us

If you would like to cancel a mobile phone or mobile broadband plan, call us on: 

  • 150 from your Orange phone. or,
  • 07973100150 from any other phone

You will have to pay for the remaining months in your contract, plus any other outstanding charges that you owe us. We will deduct any discount we owe you. All charges will be clearly explained by our advisors on the call. 

Case 3: I’ve come to the end of my minimum term and I would like to change providers.

If bought in a retail store, over the phone or on ee.co.uk:

You’ll need to give us 30 days notice by calling us. No early cancellation charge will apply.

Call us

If you would like to cancel a mobile phone or mobile broadband plan, call us on: 

  • 150 from your Orange phone. or,
  • 07973100150 from any other phone

Resolve your issue

If you have a query or a complaint, don’t hesitate to call us (on any of the numbers listed above). Our customer service advisors will do their best to resolve your issue. 

Using your handset on a new network.

If you wish to use your handset with another network, it needs to be unlocked. We can provide you with an unlocking code. Fill in the form here.

Further information on ;

  • Returning items correctly.
  • Charges you may receive.
  • Refunds you may receive.

Can be found here

 

The steps you’ll need to follow when cancelling will depend on when and where you joined T-Mobile. Below are 3 cases for you to base your current circumstances on, this will inform you how to cancel your contract correctly.  

Case 1: I’m a new or upgrading customer and I entered into my contract with you within the last 14 days.

If bought in a retail store:

We do not offer a change of mind policy, however if you’re experiencing network coverage or technical problems, you can let us know by returning your purchase to store within the first 14 days of entering into a contract with us.

You will need to bring:

  • Your original receipt.
  • Any equipment you bought from us. This will need to be returned in as new condition and with the original packaging (including any inbox accessories).

If bought over the phone or on ee.co.uk:

You’re entitled to a 14 day cooling off period, please call us within 14 days of receiving any equipment or entering into an agreement for services.

If you have not yet opened the packaging since receiving, please do not do so, and send back in a new and sealed state.

Case 2: I’ve been a customer with you for a while now but I haven’t reached the end of my minimum term.

If bought in a retail store, over the phone or on ee.co.uk:

You’ll need to give us 30 days’ notice by calling us

You will have to pay for the remaining months in your contract, plus any other outstanding charges that you owe us. We will deduct any discount we owe you. All charges will be clearly explained by our advisors on the call.

Case 3: I’ve come to the end of my minimum term and I would like to change providers.

If bought in a retail store, over the phone or on ee.co.uk:

You’ll need to give us 30 days notice by calling us. No early cancellation charge will apply.

Resolve your issue

If you have a query or a complaint, don’t hesitate to call us on the numbers listed below. Our customer service advisors will do their best to resolve your issue. .

Contact information.

Call us

If you would like to cancel a mobile phone or mobile broadband plan, call us on:

  • 150 from your T-Mobile phone or,
  • 08454125000 or 07953966150 from any other phone

Cancellation form

If you’re a customer cancelling within the first 14 days of entering into a contract with us online or over the phone, you can fill in our cancellation form and post back to us, if it's over 14 days please call us instead.

Broadband customers:

Please post your form to EE Broadband Customer Care, PO Box 486, Rotherham, S63 5ZX

Mobile customers:

If you are in the first 14 days of entering into a contract with us, you can email us* at channel.returns@ee.co.uk or post your form to Channel Returns, Mercia House, Senhouse Road, Darlington DL1 4YB.

*If you are outside the first 14 days of entering into a contract with us, this department will not be able to support any related queries, instead, please call us.

Please note: If you’re cancelling both a mobile and broadband purchase please make sure you send a copy of your form to both addresses.

Using your handset on a new network.

If you wish to use your handset with another network, it needs to be unlocked. We can provide you with an unlocking code. Read how here.

Returning products once you've cancelled.

Once you've called us or sent in a cancellation form we'll send you a pre-addressed silver bag for you to post any equipment back before your request can be completed. Please note you will need to pay the postage costs back to us.

Follow our returns instructions to ensure your return is processed correctly. 

Using your handset on a new network.

If you wish to use your handset with another network, it needs to be unlocked. We can provide you with an unlocking code. Fill in the form here.

Further information on ;

  • Returning items correctly.
  • Charges you may receive.
  • Refunds you may receive.

Can be found here

 

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