Cancelling EE broadband, mobile or TV is a six-step process: find your end date, pick the right exit window, call retentions or text for a PAC code, confirm the 30-day notice in writing, and return the kit. Below is the full process with the exit fees explained.
At a glance
At a glance
Cancel contract
Updated 19 May 2026
The process
Same process whether you are leaving for a competitor, switching to BT or Plusnet on the same line, or moving house. Read the whole list before you call so you know which exit window applies to you.
Log in to MyEE or open the MyEE app. Look at the line you want to cancel. The minimum-term end date is shown on the plan summary. If you call before that date, you will usually pay an Early Termination Charge (the remaining months at the discounted contract rate).
There are three penalty-free exit routes: (a) the last 30 days of your minimum term, (b) the 30-day price-rise window after EE notifies you of a mid-contract rise above the fixed amount in your contract, and (c) the 14-day cooling-off period if you signed up less than two weeks ago.
EE cancellations are still a phone-only process. From any EE mobile dial 150 free, or from a UK landline call 0800 956 6000. Be ready with your account number and the line/service you are cancelling. Expect a retention offer, EE almost always tries to keep you with a discount or upgrade.
If you want to take your mobile number to a new network, you do not have to call at all. Text PAC to 65075 from your EE mobile. EE replies within 60 seconds with a 9-character code and your final bill summary. Hand the PAC code to your new network within 30 days and the port happens overnight.
After the phone call, EE sends a confirmation by email and text. Save this. The 30-day notice clock starts on the day EE accepts the cancellation, not the day you originally called. Your services continue through that 30-day notice (you keep using broadband, mobile and TV) and you are billed for it.
Within 14 days of disconnection, return the Smart Hub Plus router, the Apple TV 4K box and any Wi-Fi Boosters in the prepaid returns bag EE posts you. Failure to return kit can trigger a non-return charge of up to £75 per device.
Penalty-free routes
Outside the last 30 days of your contract there are still four legitimate exit routes that do not trigger an Early Termination Charge.
Price increase above the contract amount
EE must notify you 30 days before any unanticipated price rise. If the rise is more than the fixed pound-and-pence figure in your contract, you have a free 30-day exit window. Save the notification email, it is your evidence.
Persistent fault not fixed in 30 days
Under the Stay Fast Guarantee on Full Fibre, if EE cannot fix a speed drop below the guaranteed minimum in 30 days, you can leave penalty-free or claim a bill credit.
House move where EE is not available
If you move to an address where EE broadband cannot be installed (no FTTP coverage), you can usually leave without an exit fee, but you must provide evidence of the move and the unavailability.
Material change of contract
If EE changes any material contract term to your disadvantage during the minimum term, you have a 30-day window to leave penalty-free under Ofcom rules.
For any other reason, EE can still waive the exit fee at the retentions team’s discretion, especially for long-tenure customers. Always ask before you accept a charge.
FAQ
For mobile, yes if you only want a PAC code, just text PAC to 65075 and your number transfers automatically when you give the code to a new network. For broadband and TV, no, EE still requires a phone call to the retentions team to start the 30-day notice. The retentions team will offer a discount before they accept the cancellation; you do not have to take it, but you do have to listen.
The Early Termination Charge equals the remaining months of your minimum term at the discounted contract rate, minus a small "no service" deduction (typically around £1 per month per remaining month). For example, if you cancel an EE Fibre 100 deal with 6 months to go at £28 / month, expect to pay around £160 in ETC. The exact figure is on your MyEE account before you confirm cancellation.
Only if you do not return them. Return everything in the prepaid bag within 14 days of disconnection and there is no charge. If you miss the return window, expect a non-return fee of up to £50 for the Smart Hub Plus and up to £75 for the Apple TV 4K. Keep proof of posting.
The four cleanest routes are: (1) cancel in the last 30 days of your minimum term, (2) cancel during the 14-day cooling-off period right after you sign up, (3) cancel during the 30-day price-rise window if EE raises the price above what your contract says, or (4) cancel because EE cannot deliver the service (proven fault, house move with no coverage). Outside those windows, the Early Termination Charge applies.
EE does not provide a consumer email service in 2026, the legacy @ee.email addresses were retired during the BT TV to EE TV migration. If you originally had a BT email address (yahoo.co.uk / btinternet.com), BT keeps that account live but you may need to switch it to the BT Premium Mail paid product (around £7.50 / month) once your BT/EE broadband ends. Set up forwarding before you disconnect.
Yes. Each line (mobile, broadband, TV add-on) sits on its own contract inside your EE account. You can cancel a single mobile SIM and keep EE broadband, or drop the TV add-on without touching the broadband line. Bundle discounts can change when you cancel a line, MyEE shows the updated monthly cost before you confirm.
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