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Emmlou76
Beginner

on ‎26-06-2026 6h54

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Message 1 of 2

Mobile sim cancellation

I cancelled the mobile contract in January 2026 as should have been moved over when we went to EE and didn't happen so was paying for service not using. The person said this had been done however still charging. I then put a complaint through in May 26 and still waiting for a response. This month I have cancelled the direct debit as can't afford to pay for a service I am not using and now getting messages to pay.

Should I escalate my complaint to the ombudsman now?

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1 REPLY 1
Ali_A
Moderator
Moderator

on ‎26-06-2026 9h33

56 Views
Message 2 of 2

Re: Mobile sim cancellation

Hi @Emmlou76 

Did your number transfer over to EE when you moved over? Usually the process of number porting to another network will automatically cancel your BT line. 

When you joined EE, did you do this through BT mobile Customer Service, or did you contact EE separately? 

If you did this separately and wanted to keep your number, you'll usually be given a Port Authorisation Code (PAC). Your PAC is valid for 30 days. If you don't give your PAC to your new provider by that time, your service with us will continue as normal, and your number won't be switched to your new provider.

You can find more information at How do I leave BT Mobile?

I'd recommend giving Customer Service another call to ensure your BT mobile service has been cancelled and no longer incurring monthly charges- cancelling the Direct Debit will only cancel the method of payment, not stop the monthly bills. 

Ali 

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