How you cancel your EE service depends on whether you're moving to another provider. Find out about the cancellation process and about any exit fees that might apply.

EEIf you’d like to cancel your EE Broadband service, there are several ways to do this. It depends on whether you’re changing to a different broadband provider, whether you’re moving to another address or whether you’re cancelling for an entirely different reason (e.g. because you’re getting poor download speeds from EE).

In this article, we’ll explain how you can cancel your EE Broadband service and any exit fees that might apply when you end your EE service. We’ll also look at some alternatives to cancelling such as improving your wi-fi network coverage and speeds or adding an extra line from a different provider.

How To Cancel Your EE Broadband Service

The way you cancel your EE service depends on which of the following situations you’re in:

A different cancellation process applies if you want to cancel your EE mobile phone service.

Changing Broadband Provider

If you’re changing to another broadband provider, it will sometimes be possible to switch without contacting EE. You can do this if your new broadband provider also uses the Openreach network to deliver broadband into your home.

If you’re moving to Virgin Media, Three Broadband or a full fibre broadband service that uses its own network, you’ll need to contact EE to end your broadband service. Alternatively, you can keep EE running alongside your new broadband provider to avoid paying an early exit fee to them for cancelling your service.

The following table shows whether you can use the broadband switching process that doesn't involve speaking to EE:

Your new ISPCan you switch without speaking to EE?
Moving from EE to BT Broadband Simply order your new plan from the BT website
Moving from EE to Community Fibre You’ll need to contact EE to end your old broadband plan
(or keep EE running alongside Community Fibre as an additional service)
Moving from EE to Hyperoptic You’ll need to contact EE to end your old broadband plan
(or keep EE running alongside Hyperoptic as an additional service)
Moving from EE to Now Broadband Simply order your new plan from the Now website
Moving from EE to Plusnet Simply order your new plan from the Plusnet website
Moving from EE to Post Office Broadband Simply order your new plan from the Post Office website
Moving from EE to Shell Energy Broadband Simply order your new plan from the Shell Energy website
Moving from EE to Sky Broadband Simply order your new plan from the Sky website
Moving from EE to SSE Broadband Simply order your new plan from the SSE website
Moving from EE to TalkTalk Simply order your new plan from the TalkTalk website
Moving from EE to TalkTalk UFO You’ll need to contact EE to end your old broadband plan
(or keep EE running alongside TalkTalk UFO as an additional service)
Moving from EE to Three Broadband You’ll need to contact EE to end your old broadband plan
(or keep EE running alongside Three as an additional service)
Moving from EE to Virgin Media You’ll need to contact EE to end your old broadband plan
(or keep EE running alongside Virgin Media as an additional service)
Moving from EE to Vodafone Superfast Simply order your new plan from the Vodafone Superfast website
Moving from EE to Vodafone Gigafast You’ll need to contact EE to end your old broadband plan
(or keep EE running alongside Vodafone Gigafast as an additional service)

A different cancellation process applies if you want to cancel your EE mobile phone service.

Moving Home

If you’re moving home, it might be possible to transfer your broadband package through EE’s home move service. They’ll set up a broadband service for you at your new address and your existing contract will be moved over. If your new home is within the same telephone exchange area, it may also be possible to keep your landline phone number.

As a bonus for moving your broadband service over, EE will give you the first month's broadband usage free in your new home. You'll also get a one-off 50GB data boost on your EE mobile phone, as long as you inform them at least three weeks in advance of your home move.

Please note that the services and download speeds available at your new address may be different to those at your current address. You should be told about this before you transfer your service over.

Other Reasons

If you’re cancelling your broadband service for any other reason, you’ll need to contact EE to cancel your service. You’ll need to pay an early termination charge if you’re still within the minimum term of your contract with EE.

Early Exit Fees on EE

If you’re cancelling your EE home broadband service during the minimum contracted term, an early cancellation fee will apply.

You’ll need to contact EE to get a quote for your early cancellation charge, but it’s typically around 25-35% of the remaining charges for your minimum term. This is because EE makes a reduction for VAT and any costs they save as a result of your cancellation (e.g. wholesale costs). They’ll then remove a further 4% as an early receipt discount:

How do we calculate Early Cancellation Charges?

  1. 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
  2. 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
  3. We then take off 4 per cent for early receipt
  4. Finally, we multiply this by the remainder of your minimum term to get the final cancellation charge

The following example calculations are given in EE’s home broadband price guide:

Example 1: you are on the Standard Broadband plan at £31 a month, with a £12 monthly discount, and cancel with 2 months left in your minimum term;
We remove VAT from your monthly charge of £19 (£31-£12) to get £15.83
Then we reduce the charge to take account of costs we save to get £7.09
We take 4% for early repayment to get £6.81
Finally we multiply this by the 2 months to get a cancellation charge of £13.62

Example 2: you are on the Fibre Broadband plan at £36 a month, with an £11 monthly discount, and cancel with 6 months left in your minimum term;
We remove VAT from your monthly charge of £25 (£36-£11) to get £20.83
Then we reduce the charge to take account of costs we save to get £6.58
We take 4% for early receipt to get £6.32
Finally we multiply this by the 6 months to get a cancellation charge of £37.92

If you have the old EE TV service, you’ll need to return your EE TV box within 30 days of cancelling your service (otherwise, a fee of £175 will be charged on your final bill).

If your EE mobile phone is in receipt of a mobile data boost, you’ll lose this when you cancel your EE home broadband service.

You can cancel your EE home broadband service by giving them a call on 0800 079 0544.

In some cases, it might be possible to cancel your EE service without paying an early cancellation fee. You can do this if the speed of your broadband connection is slower than the minimum guaranteed download speed you were quoted when you signed up to the service. Alternatively, this would also be possible if EE were to increase your charges by more than the rate of inflation.

Alternatives

There are several alternatives to cancelling your EE Broadband service:

  • If you’re suffering from poor download speeds, this might be due to your wi-fi network instead of the broadband connection itself. It’s worth making sure before you cancel your broadband service – simply attach a wired device like a laptop to your EE hub using an Ethernet cable. You can improve your home wi-fi network performance with a wi-fi repeater or mesh networking solution such as BT Whole Home Wi-Fi or Google Wi-Fi. EE also has their own Smart Wi-Fi service which gives you a up to three Wi-Fi discs and a 4GEE WiFi Mini hotspot for an extra £10/month.
  • If you’d like an additional broadband line, you can also sign up to Virgin Media or Three Broadband without cancelling your current EE service. This will allow you to benefit from having an additional broadband service without the need to cancel your EE service. You can also avoid paying an early termination fee to EE.
  • If you’re moving home, it might be possible to take your EE connection with you. See EE's home mover web page for more information.

More Information

For more information, see our guide on how to cancel your broadband service. Alternatively, see the official EE website for more information on how to cancel your EE service.

Your Comments 5 so far

We'd love to hear your thoughts and any questions you may have. So far, we've received 5 comments from readers. You can add your own comment here.

  • Lawrence Brennand said:

    My talk talk contract ends mid November for broadband and unlimited calls package. If I take extended holiday from January for four months could I suspend charges, or another way to not pay whilst away

    • Hi Lawrence,
      Thanks for your comment. As far as I know, it isn’t possible to ‘pause’ your broadband service with TalkTalk, or anything along those lines. This means you’ll unfortunately need to cancel your service and then resume once you’re back from holiday as a new customer.
      Ken

  • My Sky broadband contract ends on the 27th Sept 2020 and a new provider has offered me a change over date of the 2nd of September. Will I have to pay early terminations fees? I can’t find anything on the Sky website which explains how close to the end of your contract you can get without being charged. Am I switching too early or am I Ok to switch today 18th Aug 2020?

    • Hi Paul,
      Thanks for your comment. You can cancel your Sky Broadband plan at any time, but you’ll be charged an early termination fee for the period between your cancellation and the 27th September. For instance, if you were to change over the 2nd September, you’d pay a pro-rated termination fee covering 25 days of usage. I’m not sure what plan you’re on but assuming it’s Superfast, this will be somewhere in the region of £10.34.
      Ken

  • Couple of things to take note, ISP’s like TalkTalk are now charging for use of their email if leaving, and the charges are not cheap, although OfCom have made comments about fair charges nothing has happened, so it makes more sense than ever to use Google’s GMail or MS’s Live, or a email client with reasonable charges.
    Also AFAIK if moving to BT they will pay more than EE to pay off early termination charges.

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