topic Re: Unlimited Plans are not truly unlimited in Mobile Data

Unlimited Plans are not truly unlimited

dley19 — Wed, 08 Dec 2021 14:59:35 GMT

I was sold an "Unlimited" Plan with no restrictions whatsoever.

Suddenly, I have reached a never-hear-of-this-before cap and moved to a slower speed as a penalty. What?

This "tethering limit" was never explained to me by the agent when I was making the purchase. Even more irritating is the fact that I asked twice this person if the monthly plan was truly unlimited, including the personal hotspot allowance. Yes, that was the answer I got.

There are no words to demonstrate the disappointment and frustration this issue is causing me.

If I had known about this limit from the beginning, I would not have acquired the mentioned plan.

Anybody facing the same problem?

Re: Unlimited Plans are not truly unlimited

mikeliuk — Wed, 08 Dec 2021 15:16:07 GMT

Hi @dley19 ,

What was the reason given for EE doing this?

Did they say that you have used in excess of 500 GB or 600 GB in a single month and then quoted the fair usage policy?

Re: Unlimited Plans are not truly unlimited

eegps — Wed, 08 Dec 2021 15:19:28 GMT

Had my speeds reduced due to traffic management when i hit 500GB download last month. Since this months data refresh back to full download speed.

Anyway here are the T&C

https://ee.co.uk/content/dam/ee-help/help-pdfs/EE-Price-Guides/ee-monthly-price-plans-02092020.pdf

UNLIMITED PLANS
50GB fair use policy applies outside UK. Personal, non-commercial use only. If you regularly tether 12 or more devices, we will consider this non-personal use and have the right to move you to a more suitable plan.

We will consider usage above 600GB/month to be non-personal use and have the right to apply traffic management controls
to deprioritise your mobile traffic during busy periods or to move you to a business plan. You can gift up to 100GB.
Data usage on an unlimited plan will decrement from giftable allowance. Any data boost allowance will be added to
the giftable allowance.

Re: Unlimited Plans are not truly unlimited

XRaySpeX — Wed, 08 Dec 2021 15:29:03 GMT

Read the T&C's. It's all there.

Re: Unlimited Plans are not truly unlimited

dley19 — Wed, 08 Dec 2021 22:45:05 GMT

Why should I have to read the terms and conditions when the sales advisor had told me already that there are no restrictions?

I even asked him twice!

Should I not believe what they have been trained to say and sell? What kind of company is this? What sort of customer service are they giving?

Re: Unlimited Plans are not truly unlimited

XRaySpeX — Wed, 08 Dec 2021 23:07:49 GMT

Cuz when you buy you agree that you accept the T&C's, whether you bothered to read them or not.

Re: Unlimited Plans are not truly unlimited

dley19 — Thu, 09 Dec 2021 00:06:38 GMT

If I must do that, then the company should not have sales advisors. Very simple.

Otherwise, it falls under false advertisement and mis-selling.

You cannot sell something verbally and have a different terms and conditions on paper. It is simply not right.

Re: Unlimited Plans are not truly unlimited

dley19 — Thu, 09 Dec 2021 00:18:49 GMT

An unlimited plan should not have limitations. It is very simple as this.

I asked twice about this requirement as it was a deal-breaker. The answer from the agent was always YES. The hotspot/tethering is unlimited -which we all know now is not true.

Also, there was no mention of any usage above 500/600GB. Nothing about extra devices or traffic control punishments, like changing the speed.

Re: Unlimited Plans are not truly unlimited

mikeliuk — Thu, 09 Dec 2021 09:35:10 GMT

Hi @dley19 ,

I think to a large extent, most of us have sympathy with your concerns that you do not want to spend a large part of your day reading paperwork, sales advisers should give accurate information and should point out key aspects important to customers and point customers to the terms and conditions where this is warranted. Most of us would also agree that plans should be accurately marketed and "Up to 600 GB" or "Large Data Plan" may be more accurate.

In spite of this, nothing in this thread changes your commercial or legal situation as regards the contract for service.

If you feeling aggrieved by the situation, you could raise a complaint and take it up as a possible example of mis-selling.

https://ee.co.uk/help/help-new/safety-and-security/protecting-your-information/complaints-code-of-practice

https://www.ofcom.org.uk/complaints/complain-about-phones-or-internet-services/the-way-a-service-was-sold

Re: Unlimited Plans are not truly unlimited

XRaySpeX — Thu, 09 Dec 2021 10:02:41 GMT

It's called "Research before you buy"!

Re: Unlimited Plans are not truly unlimited

dley19 — Fri, 10 Dec 2021 09:06:56 GMT

@mikeliuk

Thank you for your advice.

I have already raised a complaint. Just waiting for an answer from EE.

Re: Unlimited Plans are not truly unlimited

dley19 — Fri, 10 Dec 2021 09:13:14 GMT

It is call ‘if you don't have a solution to offer, then do not get involved’.

In any case, I am glad that such great minds who reads thoroughly the Terms and Conditions everytime they buy something are living among us. Why trusting or talk to people when we should all just read extensive papers.

Thank you so much for your pearls of wisdom. I am not sure what would I have done without them.

Re: Unlimited Plans are not truly unlimited

eegps — Fri, 10 Dec 2021 09:47:33 GMT

Here are the FUP limits for the 4 Main mobile providers currently.

EE - regularly tether to 12 or more devices OR 600GB.

O2 regularly tether to 12 or more devices OR have used 650GB of data twice within a 6 month period.

Vodafone - Unlimited data.

Three - Unlimited data.

Re: Unlimited Plans are not truly unlimited

mikeliuk — Fri, 10 Dec 2021 11:22:47 GMT

The below URL provides a nice summary of what restrictions are in place for various unlimited data plans. https://en.wikipedia.org/wiki/Caveat_emptor

https://kenstechtips.com/index.php/unlimited-data

At the time of that writing, BT Mobile seemed a good alternative to EE if more than 600 GB were to be used in a month:

On BT’s unlimited data SIM card, there is no fair usage limit for the service. This is confirmed in BT’s help centre:

Is there a fair usage policy for BT Mobile?
There’s no fair usage policy. So when we say “unlimited”, it truly is unlimited.

Re: Unlimited Plans are not truly unlimited

AdamCr — Mon, 09 May 2022 23:28:13 GMT

@dley19 Hello, what was EE’s response to your complaint? Intrigued to know. Deciding between sticking with EE or cancelling and hoping with Three.

Re: Unlimited Plans are not truly unlimited

Joshie121-920 — Thu, 11 May 2023 10:47:15 GMT

I too am a victim of this complained to EE however said that i was using nearly 2tb however when i upgrade every year no issue and was told it was truly unlimited so i took the complaint to ombudsman (might as well spent 6 months on the toilet) sided with EE as usual will be going to the papers

Re: Unlimited Plans are not truly unlimited

Alpacino1987 — Mon, 15 May 2023 22:30:36 GMT

What?? Is not unlimited? I'm hotspoting on the big screen TV and is working very well, but now I've heard that is limited. I have new contract since 3 days ago and I was kept hotspoting on the TV as my broadband is not installed yet. However I've used 31.80Gb checked in my account and I was wondering why is that showing when I actually have unlimited Internet. Wow. Just don't know what to say. The agent didn't say anything to me about this, I thought the actual Internet is unlimited no matter what. What a scam

Re: Unlimited Plans are not truly unlimited

Leanne_T — Tue, 16 May 2023 06:43:50 GMT

Hi @Alpacino1987

Thanks for coming here.

All of our unlimited plans are uncapped so you can use as much data as you like, as long as it's for personal use. If you regularly tether 12 or more devices, we will consider this non-personal use and have the right to move you to a more suitable plan. We will consider usage above 600GB a month to be non-personal use and have the right to apply traffic management controls to deprioritise your mobile traffic during busy periods or to move you to a business plan.

You can find full details and terms and conditions in our Unlimited Plans, Help page.

Thanks 🙂

Leanne.