Ending your EE Broadband membership made easy

About EE Broadband

EE Broadband operates as one of the United Kingdom's leading telecommunications providers, offering comprehensive internet connectivity services to residential and business customers throughout the country. As a subsidiary of BT Group plc, EE maintains its registered office at 1 Braham Street, London, E1 8EE, from which it administers contractual obligations and customer service operations. The service provider delivers broadband connectivity through both fibre-optic and traditional copper wire infrastructure, positioning itself within a competitive market alongside other major UK telecommunications operators.

In accordance with the Communications Act 2003 and subsequent regulatory frameworks established by Ofcom, EE Broadband operates under strict licensing requirements that govern service provision, contractual terms, and consumer protection obligations. The company's broadband services fall within the scope of distance selling regulations, whereby contracts are typically formed remotely without face-to-face interaction between the provider and consumer. Consequently, specific statutory rights apply to customers entering into such agreements, including enhanced cancellation provisions and transparency requirements regarding contractual terms.

The legal relationship between EE Broadband and its customers is governed primarily by the terms and conditions stipulated in the service agreement, supplemented by statutory provisions contained within the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These legislative instruments establish a comprehensive framework of rights and obligations that supersede any contradictory contractual provisions that may operate to the detriment of consumer interests. Furthermore, Ofcom's General Conditions of Entitlement impose additional requirements upon telecommunications providers, including obligations relating to contract duration, automatic renewal procedures, and notification of price variations.

Membership options and contractual obligations

EE Broadband structures its service offerings through a tiered system of packages, each characterised by distinct technical specifications, pricing structures, and contractual commitments. The provider typically offers both fixed-term contracts and rolling monthly agreements, with the former generally extending over periods of twelve, eighteen, or twenty-four months. The selection of contract duration carries significant legal implications, particularly concerning early termination rights and associated financial penalties.

Standard broadband packages

The entry-level broadband services provided by EE typically utilise standard ADSL technology, delivering download speeds of approximately 10-11 Mbps dependent upon line quality and distance from the local exchange. These packages represent the most economical option within EE's portfolio, though they are subject to the same contractual framework as premium services. The monthly subscription fees for standard broadband generally range from £25 to £30, excluding any promotional discounts that may apply during initial contract periods.

Fibre broadband services

EE's fibre-optic broadband services are subdivided into multiple tiers, each offering progressively enhanced performance characteristics. The Fibre Essential package typically provides average download speeds of 36 Mbps, whilst Fibre Plus delivers approximately 67 Mbps. The premium Full Fibre packages utilise Fibre-to-the-Premises (FTTP) technology, offering speeds ranging from 150 Mbps to 900 Mbps dependent upon the specific package selected. Monthly charges for these services vary considerably, with Fibre Essential typically priced at approximately £30-35, Fibre Plus at £35-40, and Full Fibre packages ranging from £40 to £60 monthly.

Additional contractual components

Beyond the core broadband service, EE's contracts frequently incorporate supplementary elements that form integral components of the overall agreement. Installation charges may apply, particularly for Full Fibre services requiring engineer visits, typically ranging from £50 to £100 unless waived through promotional offers. Router equipment is generally provided on a loan basis, creating an obligation to return such equipment upon contract termination to avoid financial penalties. Furthermore, many packages include bundled services such as telephone line rental, which remains a contractual requirement even where customers do not utilise voice calling facilities.

Understanding your cancellation rights under UK law

The legal framework governing contract cancellation in the telecommunications sector comprises multiple layers of protection, each operating within distinct temporal and procedural parameters. Understanding these various rights proves essential for customers seeking to terminate their service agreements, as the applicable provisions depend significantly upon the specific circumstances and timing of the cancellation request.

Cooling-off period rights

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers entering into distance contracts for telecommunications services benefit from a statutory cooling-off period extending fourteen calendar days from the date of contract conclusion. This right operates independently of any contractual provisions and permits cancellation without penalty or requirement to provide justification. Nevertheless, where service provision commences during the cooling-off period at the customer's request, the provider may recover charges proportionate to the services supplied up to the point of cancellation notification.

The cooling-off right must be exercised through clear notification to the provider, which may be communicated through various channels including written correspondence. Consequently, postal notification represents a legally valid method of exercising this statutory right, provided such communication is dispatched within the fourteen-day period. The date of posting, rather than receipt, determines compliance with the deadline, rendering Recorded Delivery or similar tracked postal services advisable to establish proof of timely dispatch.

Standard cancellation procedures

Following expiration of the cooling-off period, cancellation rights are governed primarily by the contractual terms established between EE Broadband and the customer, subject to overriding statutory protections. Fixed-term contracts typically require customers to maintain service throughout the minimum contract period, with early termination triggering liability for remaining monthly charges. Nevertheless, Ofcom's regulatory framework mandates that providers must permit cancellation upon thirty days' notice once the minimum contract period has elapsed, preventing indefinite contractual commitments.

Notice period requirements

EE Broadband's standard terms and conditions stipulate a notice period of thirty days for contract cancellation, aligning with Ofcom's minimum requirements. This notice period commences from the date upon which the provider receives formal notification of the customer's intention to terminate the agreement. Consequently, the method and timing of notification carry significant practical implications, as delays in postal delivery may extend the effective service period and associated charges beyond the customer's intended termination date.

Exceptional cancellation circumstances

Certain circumstances may confer additional cancellation rights beyond the standard contractual provisions. Where EE Broadband implements price increases exceeding inflation-linked adjustments specified in the contract, customers generally acquire the right to terminate without penalty, provided notice is given within the stipulated timeframe following notification of the price variation. Similarly, material breaches of contract by the provider, such as persistent service failures or non-compliance with performance guarantees, may justify termination without liability for remaining contract charges, though such claims require careful documentation and often benefit from preliminary dispute resolution attempts.

Step-by-step postal cancellation procedure

Postal cancellation represents the most reliable and legally robust method of terminating a broadband service agreement, providing tangible evidence of notification dispatch and content. Whilst telecommunications providers increasingly promote online and telephonic cancellation channels, written correspondence maintains distinct advantages in terms of evidential weight and protection against disputed communications.

Advantages of postal cancellation methods

The utilisation of postal services for contract cancellation offers several compelling benefits from a legal and practical perspective. Firstly, written correspondence creates a permanent record of the notification content, timing, and recipient, eliminating ambiguity regarding the information communicated. Furthermore, tracked postal services such as Royal Mail's Recorded Delivery provide proof of posting and delivery, establishing definitive evidence of compliance with notice period requirements. This documentation proves invaluable should disputes arise concerning the timing or validity of cancellation notification.

Moreover, postal cancellation circumvents potential difficulties associated with telephone-based processes, including extended waiting times, communication barriers, and retention tactics employed by customer service representatives. The formality of written correspondence also ensures that all relevant information is communicated clearly and completely, reducing the risk of misunderstandings or omissions that might complicate the cancellation process. Consequently, despite the proliferation of digital communication channels, postal notification remains the preferred method for legally significant communications such as contract termination.

Preparing your cancellation correspondence

Effective cancellation correspondence must contain specific information to ensure legal validity and facilitate efficient processing by the service provider. The communication should clearly identify the customer through inclusion of account details, including the account number, service address, and registered account holder name. Furthermore, the correspondence must unambiguously express the intention to terminate the service agreement, specifying the desired termination date or acknowledging the applicable notice period.

Additionally, the letter should reference any relevant contractual provisions or statutory rights upon which the cancellation is predicated, particularly where exceptional circumstances apply such as price increases or service failures. Customers should also address equipment return procedures, requesting confirmation of return addresses and any specific requirements for router and associated hardware repatriation. Finally, the correspondence should include contact information for follow-up communications and request written confirmation of the cancellation processing and final account settlement details.

Addressing and dispatching your cancellation letter

Cancellation correspondence must be directed to EE Broadband's registered office address to ensure proper receipt and processing within the organisation's administrative systems. The correct postal address for cancellation notifications is:

• 1 Braham Street, London, E1 8EE

It is imperative that correspondence is addressed precisely as specified, including all components of the postal address to prevent misdirection or delivery delays. The envelope should be clearly marked to indicate the nature of the contents, potentially including notations such as \