topic Re: Contract ended 10 months ago in Archived Posts

Contract ended 10 months ago

Narnie — Sat, 30 Oct 2021 14:04:56 GMT

Contact ended 10 months ago and I didn’t realise as I have been paying for my contract as normal.

called EE to discuss as my handset was paid of in January so asked them when they sent me notifications as I have not had any emails or text (they advised sent form their system). Won’t refunded me any of the handset money I have overpaid totalling to £470. I understand you need to get a sim only contract when it expire as I did this with my watch but wasn’t aware my phone contract had ended.

I understand contracts are in place but surely if one has ended then they shouldn’t keep taking payment for something that’s paid off? Is their nothing that can be done?

Re: Contract ended 10 months ago

Northerner — Sat, 30 Oct 2021 14:09:28 GMT

Hi @Narnie

Your contract doesn't end unless you end it by giving 30 days notice.

What ends is your minimum contract term. The monthly fee won't change unless you upgrade/downgrade as your contract is fixed.

EE don't discount your contract becase you've paid off your phone.

Thanks

Re: Contract ended 10 months ago

mikeliuk — Sat, 30 Oct 2021 15:34:24 GMT

Hi @Narnie ,

I would highly recommend to check whether the "Out of Contract" discount was applied in accordance with https://ee.co.uk/help/help-new/managing-and-using-my-account/leaving-ee/end-of-contract-notification-and-out-of-contract-discount and requesting it to be backdated if it was not.

More generally, Ofcom is aware of the issue of unfairness where a customer's contract cost is increased with the cost of the device but customers could end up paying many multiples of times the cost of the device as compared with a SIM-only arrangement. Personally I refuse to purchase handsets from service providers but primarily for other reasons.

https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2019/new-measures-fairness-for-mobile-customers

Re: Contract ended 10 months ago

Chris_B — Sat, 30 Oct 2021 16:13:43 GMT

@Narnie Providing you get the 10% discount applied to your monthly bill 3 months after your minimum term period than that’s all that needs to happen from EEs side. It’s not EE responsibility to inform you when your contract has reached its minimum term as this is shown within your EE account. And if EE did actually finish/terminate your account at the contract term you’ll be cut off straight the way even if you was out of the UK and now just imagine how upset you would be of that happened. If your responsibility to to know what the minimum term is reached and it’s in the T&Cs of your contract on what happens when the minimum term is reached.