To cancel EE broadband, either call EE on 150 from an EE mobile and give 30 days’ notice, or, if you’re moving to another provider, sign up with them and let them handle the switch through Ofcom’s One Touch Switch system. What it costs depends on one thing: whether your minimum term has ended. After it ends, you pay nothing beyond your final month. Before it ends, you’ll owe an early termination charge unless a specific exemption applies.
Check Your Contract Status First
Log into the My EE app or online portal and find two things: your account number and the date your minimum term ends. EE broadband contracts don’t simply stop when the minimum term finishes. They roll into a monthly arrangement at a higher, non-discounted price, and from that point you can leave at any time with 30 days’ notice and no early termination charge.1EE. Leaving EE: What You Need To Know Where you sit against that date decides whether you owe anything beyond your final bill.
Switching to Another Provider
If you’re moving to a different broadband company, you don’t need to call EE at all. Since April 2023, Ofcom’s One Touch Switch system means you only contact your new provider, and they handle everything with EE for you.2Ofcom. 1.6 Million Brits Hit Switch on Their Landline or Broadband Provider
You give your new provider your address and the name of your current one. They match those details against EE’s records, and EE then sends you information about any implications of switching, including any remaining contract charges. If you go ahead, your new provider arranges the switch for a date you choose. On that day, once the new service is confirmed working, EE ceases the old connection. Any gap in service shouldn’t last longer than one working day, and providers must compensate you for delays or extended outages.2Ofcom. 1.6 Million Brits Hit Switch on Their Landline or Broadband Provider
If you’re moving to a provider on a completely different network, such as Virgin Media’s cable network, you may need to coordinate with both providers. One Touch Switch primarily covers moves between providers using the Openreach network.3Ofcom. Simpler and Quicker Broadband Switching Is Here
Cancelling Without Switching
If you’re stopping broadband service altogether, you need to contact EE directly. Call 150 from an EE mobile, or use one of the alternative numbers on EE’s contact page if you’re calling from a landline or another network.4EE. Contact EE
EE requires at least 30 days’ notice, even if your minimum term has already ended. Your service stays active during that window and billing continues until the 30 days are up.1EE. Leaving EE: What You Need To Know When you make the call, write down the name of the agent and ask for a reference number. That’s your protection if there’s any dispute later about when you gave notice.
Early Termination Charges
Leaving during your minimum term means paying an early termination charge. EE starts with the remaining months of your contract multiplied by your monthly subscription price. That figure is then reduced: VAT is removed, since no service is being provided for those months, and a further discount is applied to reflect costs the company no longer incurs.5Ofcom. Enforcement Programme Into Early Termination Charges
For a rough sense: five months left on a £30 plan starts at £150, and the final charge lands noticeably lower after VAT and the discount. Ask EE to quote you the exact figure before you commit.
Ofcom rules require early termination charges to be fair and transparent. Under General Condition C1, providers cannot set termination conditions that discourage customers from switching.6Ofcom. Ofcom Guidance Under General Condition C1 – Contract Requirements If a quoted charge looks unreasonably high, you can challenge it.
The 14-Day Cooling-Off Period
If you signed up online or over the phone, UK consumer law gives you 14 days to cancel without penalty. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 treat these as distance contracts, and the cooling-off period starts on the day the contract was entered into.7UK Government. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
One wrinkle. If you asked EE to start service immediately rather than waiting out the 14 days, you may owe a proportionate amount for the days you actually used. There’s no early termination charge, but you could be billed for, say, five days of broadband if that’s how long the service was live before you cancelled.7UK Government. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Leaving Penalty-Free After a Mid-Contract Price Rise
Since January 2024, Ofcom rules require broadband providers to tell customers, in pounds and pence, exactly how much their bills will increase before they sign up. If EE raises your price during your contract in a way that wasn’t clearly disclosed at the point of sale, you can typically exit without paying an early termination charge. Under General Condition C1, when a customer leaves following a material contract change, the provider cannot impose early termination charges.6Ofcom. Ofcom Guidance Under General Condition C1 – Contract Requirements Worth checking if you’ve had a price-increase notification and want to leave.
Returning EE Equipment
EE’s routers and Wi-Fi extenders are loaned, not given. When service ends, send them back or face non-return charges:8EE. Return and Recycle Your EE Broadband or EE TV Products
- Smart Hub: £70
- Smart Hub 6 Plus: £85
- Smart Hub 7 Pro: £125
- WiFi Extender or WiFi Extender 6 Plus: £55 per device
- WiFi Extender 7 Pro: £85 per device
- Connectivity Backup: £80
Returning the kit is free. EE emails you a QR code and printable label. Take the QR code on your phone to a Royal Mail Customer Service Point, usually at your local delivery office or Post Office, and staff will scan it and attach the shipping label. Sometimes EE sends a jiffy bag with return instructions instead. Get a proof of postage receipt either way. If the parcel goes missing, that receipt is your only defence against the non-return charge. If you’re charged and later find the equipment, EE will still credit the full amount if you send it back within two years, or post a cheque to your last known address if the account is closed.8EE. Return and Recycle Your EE Broadband or EE TV Products
If EE Won’t Resolve a Dispute
If you’ve raised an issue with EE, whether about an unexpected charge, equipment fees, or a botched switch, and can’t get it resolved, you can take the complaint to an Alternative Dispute Resolution scheme after six weeks, or sooner if EE issues a deadlock letter. EE is a member of the Communications Ombudsman.9Ofcom. Making a Complaint and Using ADR Schemes Keep call dates, agent names, reference numbers, and screenshots of any online chat. The ombudsman’s decision binds EE but not you, so there’s no downside to using it if direct contact has failed.