@btcare EE via Carphone Warehouse

[mapilar65]

I set up a 24 month contract with EE via Carphone Warehouse Shop on (Sunday) 25th July.

Coverage was checked and it seemed to be ok.

 

 

However, when I got home I had no coverage whatsoever and had none for the rest of the week.

I phoned Carphone Warehouse who told me that I would have to go into the shop and cancel with them.

 

 

I work during the week so could only go in on the following Sunday (3rd July).

 

 

Carphone Warehouse had no problems with me cancelling,

but when they tried to get my PAC code from EE which I had to authorise

the EE operator told me that I would have to pay £283 cancellation fee.

 

 

I explained that I had no coverage and that I had been with them less than 7 working days.

They were not interested and repeated that I would have to pay £283 cancellation fee

. Is this right?

[Bazooka Boo]

Was this over the phone they told you this?

 

£283 cancellation fee for what? Like to see them explain what this is for exactly, and exactly why they think that 7 days non service equates to that amount!

[dx100uk]

if you cancelled within 14 days it should cost you nothing

was this last year

your dates are rather confusing.

 

 

dx

[mapilar65]

Yes over the phone.

 

Carphone Warehouse then tried to sort it out their end

as EE would not give me my PAC number and agreed to e-mail me with updates.

 

I was so annoyed that I phoned EE next day

who then said that Carphone Warehouse had to cancel the contract by e-mail and that I would not pay a charge ,I explain that Carphone Warehouse had tried to do that.

 

Carphone Warehouse then telephoned me to ask me to go back in so that they could sort out getting me back to Vodafone and a new handset.

 

I went in on Thursday 7th July (which is still within 14 days).

 

They phoned EE again to get my PAC number and again I was repeatedly told that I would have to pay £283.00 cancellation fee.

 

This time I did get my PAC number from them, but they are still insisting that I will have to pay £283.00.

 

Sorry I meant 25th June and 3rd July in first post and it was this year.

[dx100uk]

you are entitled for no reason whatsoever to cancel any contract within 14 days without penalty.

 

 

dx

[mapilar65]

Thanks guys for your help.

 

 

It's kind of been resolved, though EE are saying that because the contract was set up through a third party

the cancellation fee has to be paid.

 

 

However, Carphone Warehouse have agreed that any costs incurred will be covered by them

because I cancelled within 7 working days so come under their 'no coverage' agreement.

 

 

It's been really hard to find information on buying stuff through a third party

and nowhere on the EE website does it state anything about buying through third parties.

 

 

Watch this space, I may be back.

[MaxxPower]

I thought the 14 days was only if you purchased via the internet/phone.

Have new regulations been brought in that allow cancellations of mobile phone contracts purchased from a store within 14 days?

[snowdragon]

you have a 14 day cooling off period, I know this as did it at carphone warehouse yesterday on the 14th day

[dx100uk]

I thought the 14 days was only if you purchased via the internet/phone.

Have new regulations been brought in that allow cancellations of mobile phone contracts purchased from a store within 14 days?

 

 

yes new rules were brought in.

 

 

CPR

[Bazooka Boo]

Pay them nothing, you don't owe them a bean.

[fkofilee]

Hi Mapilar

 

Sorry to hear of your issues with EE. this is the problem with getting a line through a 3rd party. It causes all sorts of issues.

You do not owe anything as you have a cooling off period regardless

 

Check this; This is EE's Own Cancel Period

 

http://ee.co.uk/help/getting-started/joining-ee/buying-your-device/returns-exchanges-and-refunds

 

Drop This guy an email and watch them squirm -

 

Marc.allera@ee.co.uk - New EE CEO

FennelJ@cpwplc.com - CPW MD

 

Get them talking to each other.

 

I can help draft you something if you require.