Identify the mismatch
Describe one specific difference: “My written offer includes a router, but I received only the SIM,” “The quoted monthly discount is missing from the accepted contract,” or “The newly activated service does not work at the address confirmed on my order.” Keep the quote, contract, confirmation message and any relevant test results. The e& account or order reference helps support find the right service. Do not post a bill or full identification document publicly.
Some problems can be corrected without cancelling. Ask e& to explain whether it can fix the issue, what the next step is, and when you should follow up. Get a complaint reference and make a note of the date you first reported the problem.
Is this a cooling-off period?
The TDRA framework and e& terms provide a conditional penalty-free service cancellation route for qualifying cases where a service was mis-sold or does not comply with its terms. This is different from simply changing your mind. Among the things that matter are the type of contract, timely notification, whether the provider can remedy the issue or offer an acceptable alternative, and any requirements for returning equipment. Do not assume the same number of days applies to mobile, Home Wireless and every bundle.
For qualifying service-only contracts, the TDRA rules set a minimum period of three days. Where the contract includes a qualifying device, the minimum is one week per year of the fixed or minimum term. These are regulatory minimums for those defined contract types; the exact date and conditions on your order matter.
For example, one set of e& Home Wireless terms distinguishes Advance with a router from Advance without one, and also distinguishes Premium with a router from Premium without one. Use the specific terms supplied with your own order to establish your deadline and return conditions. If you were given a different deadline verbally, ask e& to clarify in writing. Report the issue while you are checking.
If you want to cancel
- Ask e& whether your case is being handled as a service mismatch or as ordinary early termination, and which charges would remain.
- Ask what equipment to return, how to arrange collection, what to include, and how to obtain a receipt. Keep the box and accessories if you have them.
- If keeping a premium or ported number is important, ask what cancellation would do to that number before authorising closure.
- Keep the case number, remedy or cancellation decision and final bill. If e& does not resolve the complaint, use the TDRA dispute process after raising it with the operator.