What you need to know if you want to leave EE

• Go to the EE website and request your PAC or STAC. We'll send you a one-time PIN to confirm who you are.
• Text INFO to 85075 to check if you will have to pay any early charges.
• By phone, contact us, and we will give you your switching information.

You can request either a PAC or STAC to move your number to another provider or to end your service.

• PAC (Porting Authorisation Code) – If you want to switch provider and keep your number.
• STAC (Service Termination Authorisation Code) – If you want to switch provider without keeping your number.
• Both are valid for 30 days.

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

• request via EE online (you will need to enter a one-time PIN we will send you)
• text PAC to 65075
• contact us by phone

Once requested, 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 include any outstanding charges.

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.

If there's a delay in transferring your number

You may be eligible for compensation. You don't need to do anything if this happens, we'll credit your account automatically. If you pay monthly, you'll see this credit on your next bill.

If any switching information we gave you when you asked to leave us wasn't right, you may be eligible for compensation. If you think this happened to you, please get in touch.

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:

• request from EE online (you will need to enter a one time PIN we will send you)
• text STAC to 75075
• contact us by phone

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.

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.

• 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
• we then deduct VAT at the prevailing rate
• we then deduct 4% for early receipt of payment to get the contract charge you owe us, reduced by any credit on your account
• any remaining Add to Plan charges you have will then be added to this amount to generate your final Remaining Contract Charge
• these charges may not include any pending bill & direct debit payments
• finally, we add VAT at the prevailing rate to get the final charge

Find out more about Remaining Contract Charges

If you're not switching to another provider, you can request a standard disconnection by getting in touch with us.

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.

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:

• be the EE account holder for the device
• have had the device at least six months
• have paid your bill up to date
• 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

• log in to your EE account
• Select Account Settings > Unlock your phone and then follow the instructions

Get more information on unlocking an EE device.

Your other services and subscriptions with EE will be impacted if you switch provider e.g. TNT Sports, 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:

• log in to EE online and go to Menu > Plan & add-ons
• contact us by phone

For information on Flex Pay, see our dedicated page.

You'll have to pay an early termination fee if you cancel your service before the end of your minimum contract period. You'll find your contract period on your bill.

For example, if your minimum contract period is 24 months, you can only leave without paying a fee after you've had the service for 24 months.

The early termination fee is the remaining amount you would have paid up to the end of your minimum period, minus the costs we save, for example, payments to suppliers, because you're leaving early.

You can find out more below under EE Broadband - Early cancellation charge.

If you cancel your broadband and are an EE One customer, you'll lose any discounts and data add-ons on your EE Mobile account.

You'll receive your final bill from us within 14 days of your number being cancelled or your switch being completed if you're switching providers.

You'll be able to see your final bill by logging in to EE:

• log in to EE
• go to Menu > Bills & Payments > Your last bill

Alternatively, if you don't receive this bill or you're unable log into EE online, contact us by 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, including 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.

We'll confirm your account is closed in EE and show your final phone bill dates. You'll see your final bill with details on your final payment about a week after your plan finishes or after you've received confirmation that you've left the EE network.

Your final bill will include:

• a credit for any line rental paid in advance that you didn't use because you closed your account
• any extra call, text and data charges outside your plan
• your remaining contract charge

This will be made up of:

• an early termination charge. If you're in your minimum term and have more than 30 days left until it ends. We work this out from the date you contacted us to cancel your contract until the end of your term
• if you're within the last 30 days of your minimum term, or outside of it, you'll need to pay a notice period charge. This is based on 30 days' line rental from the date you contacted us to cancel your contract
• if you've asked for a PAC code, we'll calculate this charge from the date your number is transferred not the date you receive your PAC code

View your contract terms and conditions

If you pay by Direct Debit, we'll automatically take your final payment as usual. Your final bill will also contain details of other ways to pay.

Find out how to pay your phone bill

(including Mobile Broadband, 4G Home & tablets)

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 switching to a new provider.

How we calculate remaining contract charges for mobile

• 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.
• We then deduct VAT at the prevailing rate.
• We then deduct 4% for early receipt of payment to get the contract charge you owe us, reduced by any credit on your account.
• Any remaining Add to Plan charges you have will then be added to this amount to generate your final Remaining Contract Charge.
• These charges may not include any pending bill & direct debit payments.
• Finally, we add VAT at the prevailing rate to get the final charge.

Here are some examples of remaining contract charges.

Example 1

You have a monthly recurring plan at £30 a month, with three months left. We multiply £30 by three, totalling £90. We then take VAT off that figure, leaving £75. Then we take 4% off that figure and add VAT to get the final Remaining Contract Charge of £86.40

Example 2

You have a monthly recurring contract at £45 a month, with six and a half months left. You also have a monthly recurring discount of £10. We multiply £35 (£45-£10) by six and a half totalling £227.50. We then take VAT off that figure, leaving it at £189.58. We then take 4% off that figure and add VAT to get the final Remaining Contract Charge of £218.40.

If you have any questions about Remaining Contract Charges, please don’t hesitate to contact us using one of the options on our contact us page.

You can terminate your agreement with us anytime by contacting customer services or placing an order with your new provider. If you terminate whilst you are within your existing minimum term, a cancellation charge will apply, also known as an Early Cancellation Charge.

Your agreement will terminate 14 days from when we receive your request or from when you place your order with your new provider. You are free to change your mind and contact us to restore your agreement at any time during the notice period, or if you've placed an order with a new provider, by contacting them to cancel the order.

You must pay everything you owe if you terminate your agreement with us.

How we calculate Early Cancellation Charges for EE Broadband

• We add together all outstanding monthly (or other periodic) charges, excluding VAT. If you have a monthly recurring subscription discount, we will take that into account.
• We then reduce the charge to take account of any costs we save as a result of you leaving early, such as wholesale costs where applicable.
• We then take off an amount for early receipt.
• We then multiply this by the remainder of your minimum term.
• Finally, we add VAT at the prevailing rate to get the final cancellation charge.

Here are some examples of Early Cancellation Charges.

Example 1

You are on the Standard Broadband plan at £31 a month, with a £12 monthly recurring discount, which means you are paying £19 a month. You cancel with two months left in your minimum term:

• We take off the VAT leaving £15.83.
• We take off the costs we save (for example, £10.49 per month) leaving £5.13.
• We then take off an amount for early receipt (for example 21p) making £4.92.
• We multiply this by the two months to get £9.84
• Finally, we add VAT to get an Early Cancellation Charge of £11.81

Example 2

You are on the Fibre Broadband plan at £36 a month, with an £11 monthly discount, which means you are paying £25 a month. You cancel with six months left in your minimum term:

• We take off VAT, leaving £20.83
• We take off the costs we save (for example, £13) to get £7.83
• We take off an amount for early receipt (for example, 31p) making £7.52
• We multiply this by six months to get £43.12
• Finally, we add VAT to get an Early Cancellation Charge of £54.14

If you have any questions about Early Cancellation Charges, please don’t hesitate to contact us using one of the options on our contact us page.

If you're in credit, we'll issue an automatic refund around eight days after your final bill date.

If you pay by Direct Debit we'll pay the money straight into your bank account. Otherwise, we'll send a cheque to your registered address.

If you need to access your account after you've left, you'll still be able to view your bills for six months after cancelling.

If you think you'll need them for longer than that, it's a good idea to download them before you leave. If you need details from your account, call 07953 966 150 from any phone.