EE Broadband customer service and cancellations

Author: Emma Davenport

Last updated: 03 September 2025

Having trouble with your EE home broadband or mobile broadband services? On this page, we’ll show you how to get help fast, regardless of the problem. We’ll also explain how to cancel and look for alternative deals.

Contact EE broadband

Customer support and technical help

Customer services

If you’d like to get help for your account, or you’re experiencing problems with your service, you can call EE customer service department.

• Phone: 0330 123 1105 (150 from an EE mobile)
  Opening Hours: Monday to Friday, 8am - 9pm, Saturday to Sunday, 8am to 8pm.

You can also get Live Chat help using the EE app.

• EE support for deaf and hard of hearing customers

  Call through the Relay UK app - 18001 07953 966 150

  Connect to a British Sign Language (BSL) interpreter.

Text help for Tech Support

As well as being able to call customer support for tech issues, you can get in touch via text for technical help.

• Text ‘HELP’ to 66033 during the customer service opening hours.

A test will run on your connection. If a fault is found, you will receive a text within 15 minutes to book a slot. If your problem doesn’t warrant an engineer, you’ll be called back within 30 minutes for further help.

Get help from the EE Community

You can seek help, ask questions, or share tips with the EE Community.

Complain to EE Broadband

Phone EE complaints department: 07953 966 150 (charges apply).

You can also complain using a webform or send a written complaint to:

EE Customer Services
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN

You should include:

• Your full name
• Your postal address including postcode
• Your account number and mobile telephone number
• Your landline telephone number (for home broadband complaints)
• Details of your complaint
• An alternative daytime contact telephone number

Complain about EE to the Ombudsman Services

If you can’t get the support or assistance that you need from EE's customer service team, you’ll be able to file an official complaint with the Ombudsman.

Every broadband provider in the UK is a member of one of two Alternative Dispute Resolution schemes. EE is regulated by the Communications Ombudsman.

How to cancel EE Broadband

Before you cancel your EE contract, you should check when your minimum term is over. Cancelling a broadband service whilst you’re still in contract can end up expensive.

All EE contracts have a minimum contract term (new deals are 24 months, but older packages can be 12 or 18 months). Cancel before your agreed time, and you will likely be charged for early termination.

Ways to cancel

If you’re out of contract, switching to another provider is easy and with One Touch Switch, you won’t need to get in touch with EE - your new provider will do this for you.

If you’re not switching broadband and no longer require broadband, call 0800 079 0544.

You will need to give at least 30 days’ notice for cancellations.

Cooling-off period

New customers have a 14-day cooling-off period. If the service isn’t up to scratch, or you have second thoughts, you can cancel for free by contacting the customer service team.

EE broadband early termination charges

If you cancel before your contract end date, you’ll receive some extra costs on your final bill.

EE works out early exit fees by:

• Adding up the remaining monthly charges
• Deducting costs saved if you leave early
• Taking off 4% for early receipt
• Applying VAT

The only exception may be if you signed up after the 17th June 2022. Some customers who signed up from this period didn't receive adequate contract information and a contract summary. Subsequently, these customers may be able to leave without penalty.

Genie Tip: Always check your final bill carefully after cancelling. If you think the exit fees look wrong, ask EE for a breakdown.

Moving home with EE

EE broadband uses the Openreach network, which has good availability across the UK, although you should bear in mind that not all homes have yet been upgraded to full fibre.

If you cancel your EE broadband contract before the end of its minimum term, you may be charged an early termination fee.

EE asks you give at least 3 weeks notice before your move. As a bonus, you'll get the first month of your broadband free, if you renew your contract to an ‘All Rounder’ or ‘Full Works’ package.

To arrange a home move, you can call 0330 123 1105, or 150 from an EE phone.

Get ready to share:

• Your current home phone number or address
• The full address of your new home
• Your moving date

Returning your equipment

When you cancel your EE broadband contract, you’ll be told if you need to return your router or any other devices you may have.

Keep a look-out for an e-mail containing a QR code and a printable label. You may also be sent a Jiffy Bag for returns. Returns are made through Royal Mail.

If you don’t return your equipment when asked, you will be charged a fee:

Cancelling EE broadband for free

EE is signed up to Ofcom’s Voluntary Code of Practice on Better Broadband speeds. This means if you’re consistently experiencing slower speeds on your broadband package than you were quoted when you signed up, you may be able to leave penalty free.

Cancelling due to bereavement

You can get in touch with EE using an online form if you need to give notice of a bereavement. If possible, you will need to share the broadband account number.

Alternative broadband deals to switch to

Switch providers today, and you could get free vouchers, lower bills or faster full fibre speeds. Enter your postcode to compare deals instantly:

Broadband Genie has 20+ years’ experience helping UK households switch and save.

FAQs

• How much notice do I have to give EE?

  EE’s notice period for cancelling broadband services is at least 30 days’

• Can I cancel for free if my EE broadband is too slow?

  Yes. EE is signed up to Ofcom’s Voluntary Code of Practice on Better Broadband Speed. When you sign up as a new custome,r you’ll receive a personalised minimum speed guarantee. If you think your broadband is slower than it should be, text ‘HELP’ to 66033 for a diagnostic check. If the problem can’t be fixed within 30 days, you must be offered the right to end your contract without being penalised.

• Do I have to return my EE router?

  This is likely. You’ll receive an email containing a QR code and postage label if you need to return your device. You’ll be charged a fee for failing to return Wi-Fi hubs and any extras such as Smart WiFi devices.

• What happens to my TV service if I cancel EE?

  If you cancel your EE TV package, all the NOW shows included with your plan will finish on the day your EE TV contract ends. Your NOW passes will be available to watch until your next renewal date.

• Can I keep my phone number when I cancel EE broadband?

  Your number can be transferred. Make sure your new provider is aware of this when you sign up.