How do I cancel my contract with EE?

     
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We're sorry you're thinking of leaving us. There are a few options available to you depending on whether you're planning to switch to another provider or not.

 

From the 1 July 2019, you'll be able to get Switching Information from us and you'll also be able to get a PAC or STAC code via text, your online account or by phone.

How do I request Switching Information?

How do I request Switching Information?

If you're considering switching to another provider, you can find out if you have any charges to pay if you're terminating your contract before your minimum term ends.

To get Switching Information:

  1.  

    call 150 from your EE phone

  2.  

    or call 07953 966 250 from any phone

  3.  

    text INFO to 85075

  4.  

    log in to My EE and go to Menu > account settings > Leave EE

Good to know:

If you have multiple numbers on your account, you can only do this by logging into your online account or by calling us.

Once you've contacted us, we'll provide you with information and send a text message confirming any charges. The total charge for ending your contract early will be made up of a Remaining Contract Charge and any remaining Add to Plan charges.

> Find out more about Add to Plan charges

How do you calculate Remaining Contract Charges?

How do you calculate Remaining Contract Charges?

If you choose to terminate your agreement with us before your minimum term ends, a cancellation charge will apply which is known as a Remaining Contract Charge.

You must pay everything you owe if you terminate your agreement with us whether you're just cancelling your contract or whether you're switching to a new provider.

  1.  

    we add together all outstanding monthly (or other periodic) charges for the remainder of your minimum term, factoring in any recurring monthly discount to which you are entitled, calculated at a daily rate

  2.  

    we then deduct VAT at the prevailing rate

  3.  

    we then deduct 4% for early receipt of payment to get the contract charge you owe us, reduced by any credit on your account

  4.  

    any remaining Add to Plan charges you have will then be added to this amount to generate your final Remaining Contract Charge

How do I switch provider and take my number with me?

How do I switch provider and take my number with me?

If you would like to switch provider and keep your number, you'll need to request a Porting Authorisation Code (PAC). You can get a PAC from us free of charge:

  1.  

    log in to My EE and go to Menu > Account settings > Leave EE

  2.  

    text PAC to 65075

  3.  

    call 150 from your EE phone

  4.  

    or call 07953 966 250 from any phone

Good to know:

If you have multiple numbers on your account, you can only do this by logging into your online account or by calling us.

After you request a PAC, we'll send you a text message straightaway with your PAC. This text will also contain Switching Information and a link to your online account.

If you want to switch providers, you'll have to give your PAC to your new provider. Once you've switched, your service with EE will be terminated and we'll stop billing you from that date. Your final bill will then contain any outstanding charges to pay.

If you're a pay as you go customer, you'll need to use any credit you have left on your account before you switch provider as you'll lose it when the switch is complete.

Important:

Your PAC is valid for 30 days. If you do not give your PAC to your new provider in that time, your service with EE will continue as normal and you won't be switched to your new provider.

How do I switch provider without taking my number with me?

How do I switch provider without taking my number with me?

If you want to switch provider without keeping your number, you'll need a Service Termination Authorisation Code (STAC). You can get a STAC from us free of charge:

  1.  

    log in to My EE and go to Menu > Account settings > Leave EE

  2.  

    text STAC to 75075

  3.  

    call 150 from your EE phone

  4.  

    or call 07953 966 250 from any phone

Good to know:

If you have multiple numbers on your account, you can only do this by logging into your online account or by calling us.

After you request a STAC, we'll send you a text message straightaway with your STAC. This text will also contain Switching Information and a link to your online account.

If you want to switch providers, you'll have to give your STAC to your new provider. Once you've switched, your service with EE will be terminated and we'll stop billing you from that date. Your final bill will then contain any outstanding charges to pay.

If you're a pay as you go customer, you'll need to use any credit you have left on your account before you switch provider as you'll lose it when the switch is complete.

Important:

Your STAC is valid for 30 days. If you do not give your STAC to your new provider in that time, your service with EE will continue as normal and you won't be switched to your new provider.

How do I cancel my contract without switching provider?

How do I cancel my contract without switching provider?

If you're not switching to another provider, you can request a standard disconnection.

You'll be required to provide at least 30 days notice, even if the minimum term of your contract has ended, during which time we'll continue to provide you with our service.

At the end of the notice period, we'll terminate your number and stop billing you. You'll be charged for our service for the 30 days from the date of your cancellation request and this charge will show on your final bill as the Remaining Contract Charge.

Good to know:

You can request the cancellation of your contract with us a maximum of 45 days before the end of your minimum term.

How do I unlock my EE device to use with a different provider?

How do I unlock my EE device to use with a different provider?

All devices sold by EE are locked to EE so you may have to unlock your device before switching providers. There may be a charge to unlock your device and you must:

  1.  

    be the EE account holder for the device

  2.  

    have had the device at least six months

  3.  

    have paid your bill up to date

  4.  

    have not reported the device as lost or stolen

To unlock your device:

> Fill out our unlock your device request form

If you have an Apple device:
  1.  

    log in to My EE

  2.  

    go to Menu > Manage Devices

  3.  

    choose the Device tools tab

  4.  

    select Unlock your phone then follow the instructions

What happens to to my additional services and subscriptions if I switch providers?

What happens to to my additional services and subscriptions if I switch providers?

Your other services and subscriptions with EE will be impacted if you switch provider e.g. BT Sport, Apple Music, data boost or discounts. In most cases your other services and subscriptions will be terminated at the same time as your account is closed.

To find out what other services and subscriptions you have with EE:

  1.  

    log in to My EE and go to Menu > Plan & add-ons

  2.  

    call 150 from your EE phone

  3.  

    call 07953 966 250 from any phone

When will I receive my final bill when I switch providers?

When will I receive my final bill when I switch providers?

You'll receive your final bill from us within 14 days of your number being cancelled or your switch being completed. You'll be able to see your final bill in My EE:

  1.  

    log in to My EE

  2.  

    go to Menu > Bills & Payments > Your last bill

Alternatively, if you don't receive this bill or you're unable log into My EE:

  1.  

    call 150 from your EE phone

  2.  

    call 07953 966 250 from any phone

If your billing date is within your 30 day notice period, you may receive two bills. The first bill will be an interim bill which will include your recurring line rental and other usage charges. Your final bill will then show any applicable remaining contract charges and a refund for any line rental paid in advance that you didn’t use.

> Find out more about your final phone bill

 
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Last updated: 10/7/2019
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