topic Re: Pricing on the website - sim free phone in EE app and website

Pricing on the website - sim free phone

PinkFlamingo — Sat, 29 Nov 2025 18:50:07 GMT

Hi,

Hoping someone here can point me in the right direction! I'm trying to buy a SIM-free phone on the website, but EE is throwing me a curveball.

At the moment there is a very good offer. I also have the option to spread the cost and add it to my monthly mobile bill. The problem is that the total cost for this option is higher than the phone's price. It's advertised as no fee, no interest, no credit check, so the total price should be the same as the outright cost of the phone.

I've already tried the standard 150 number and Live Chat, but they are unable to help or even point me in the right direction.

Is there a specific team who deals with errors like this, and how can I contact them?

Any help or tips would be massively appreciated!

Thanks!

Re: Pricing on the website - sim free phone

Chris_B — Sat, 29 Nov 2025 19:19:18 GMT

@PinkFlamingo What phone is this ?

Re: Pricing on the website - sim free phone

PinkFlamingo — Sat, 29 Nov 2025 19:47:27 GMT

Sorry, didn’t mean to mark it as solution, @Chris_B.

Phone is Nothing 3. I’ve added few screenshots to show the difference. Thanks.

Re: Pricing on the website - sim free phone

Chris_B — Sat, 29 Nov 2025 21:12:49 GMT

@PinkFlamingo I’ve got a feeling it’s because you’ve chosen a different payment method ie add to plan. The price you see isn’t the add to plan cost it’s a finance cost and you’ve not chosen that, you’ve chosen add to plan, Crazy I know as EE still get payment but it’s a different payment plan than the one advertised. If you want it just take the finance option and pay less.

Re: Pricing on the website - sim free phone

PinkFlamingo — Sat, 29 Nov 2025 21:41:01 GMT

@Chris_B .

I didn't select a different method. This option appeared by default when I loaded the page. I've checked a few other phones, and the amount for them is correct (see below). This confirms it is definitely an error. What's more annoying is that it seems nobody knows who can fix it. It would have been convenient just to add the cost to my monthly bill rather than going through a credit check and starting a new agreement.

Re: Pricing on the website - sim free phone

Chris_B — Sat, 29 Nov 2025 22:13:47 GMT

@PinkFlamingo Perhaps one of the team on here can check.

@Leanne_T @Christopher_G @Christopher_B @Chris_S @Linzi_H @Alex_H

any thoughts on this ?

@PinkFlamingo hopefully one of the EE team can check this for you.

Re: Pricing on the website - sim free phone

PinkFlamingo — Sat, 29 Nov 2025 22:20:29 GMT

@Chris_B , Thank you so much for your help.

Re: Pricing on the website - sim free phone

Chris_B — Sat, 29 Nov 2025 22:23:25 GMT

@PinkFlamingo Im Confused just as much as you if other devices show correctly. More so if the only option is the one you got given.

Re: Pricing on the website - sim free phone

Chris_B — Sun, 30 Nov 2025 10:11:18 GMT

@PinkFlamingo I can see @Ali_A is here today.

Re: Pricing on the website - sim free phone

Lesley_W — Sun, 30 Nov 2025 11:07:13 GMT

Hi @PinkFlamingo

Welcome to our community.

I have flagged this with the team and they have confirmed both prices should be the same, so this may have been picked up and corrected since you last tried. Are you able to check it again this morning?

Lesley

Re: Pricing on the website - sim free phone

PinkFlamingo — Sun, 30 Nov 2025 11:23:49 GMT

Good morning, @Lesley_W ,

Thank you for looking into this. The Black Friday offer already finished. However, the pricing is still wrong on the website. Please see screenshots for the same phone.

Thanks.

Re: Pricing on the website - sim free phone

Lesley_W — Sun, 30 Nov 2025 11:34:55 GMT

Thanks for checking that for me @PinkFlamingo

On mine it shows £55 per month with £14 upfront which does equal the £619. I assume you are signed into your account when you are shopping?

Lesley

Re: Pricing on the website - sim free phone

PinkFlamingo — Sun, 30 Nov 2025 13:52:55 GMT

@Lesley_W,

Yes, I’m signed in into my account. Thanks.

Re: Pricing on the website - sim free phone

Lesley_W — Sun, 30 Nov 2025 15:07:08 GMT

Thanks for confirming that @PinkFlamingo

Our team are looking into this, I'll let you know when I have an update.

Thanks

Lesley