topic Re: Inconsistent Free Boosts information in Archived Posts

Inconsistent Free Boosts information

HPi — Wed, 06 Jan 2021 13:14:34 GMT

Hi,

I was just looking at upgrading my pay as you go pack which I have not done previously because I would loose several years of free boosts.

In the My EE app I saw this paragraph:

"Changing your Free Boost

Free Boost allowance options will change if you move between:

any seven day pack to any 30 day pack
any 30 day pack to any seven day pack
a 30 day pack costing less than £8 to any other pack

When moving between these pack types you will earn previously earned Free Boosts."

This clearly says that when moving between pack types you don't lose existing boosts which is in contradiction to what I've read elsewhere.

Has the policy changed? Can I now upgrade my pack while still earning my already earned boosts?

Re: Inconsistent Free Boosts information

XRaySpeX — Wed, 06 Jan 2021 13:47:38 GMT

That contradicts what it sets out in the Help article What are EE Free Boosts? :

Important things to remember

Changing packs

If you change from a 30-day pack (£10 or above) to a seven-day £1 Pack or to a £5 Pack, or vice versa, you’ll lose any Free Boosts you have and will need to buy the required number of packs again to get another Free Boost.

Also, if you buy a 30-day £5 Pack and change to any other pack or vice versa, you’ll lose any Free Boosts you’ve earned.

I shall raise this with EE.

Re: Inconsistent Free Boosts information

HPi — Thu, 07 Jan 2021 14:43:35 GMT

Thanks for raising this with EE.

I am hopeful that the new wording is correct and EE might finally be changing this policy to allow switching plans while still earning boosts.

Re: Inconsistent Free Boosts information

XRaySpeX — Thu, 07 Jan 2021 15:01:40 GMT

That's OK!

The wording of the Help article is most likely to be correct esp. as the MyEE wording contradicts itself even w/out recourse to the Help article.

Re: Inconsistent Free Boosts information

HPi — Wed, 13 Jan 2021 09:55:53 GMT

Any update from EE about this?

Re: Inconsistent Free Boosts information

Leanne_T — Thu, 18 Mar 2021 06:51:52 GMT

Hi @HPi

This is being looked into by the relevant team, as soon as I have an update, I will let you know 🙂

Leanne.

Re: Inconsistent Free Boosts information

HPi — Fri, 29 Jan 2021 13:11:27 GMT

Hi @Leanne_T

Any update over the last two weeks?

Re: Inconsistent Free Boosts information

Leanne_T — Fri, 29 Jan 2021 13:20:29 GMT

Hi there @HPi

Thanks for coming back to me.

I have asked for this to be updated to the information on our EE Help page.

Do you still have the same information showing within your My EE?

Thanks 🙂

Leanne.

Re: Inconsistent Free Boosts information

HPi — Fri, 29 Jan 2021 13:36:52 GMT

Hi @Leanne_T

Just checked again, and the page at https://myaccount.ee.co.uk/app/landing-payg still has the same information saying that you will earn previous free boosts when moving between pack types.

While on the topic of keeping or losing free boosts, please could you explain why I should lose my earned boosts when changing pack type? It seems like an unnecessary punishment for long term customers.

Thanks 🙂

Re: Inconsistent Free Boosts information

Leanne_T — Thu, 18 Mar 2021 06:52:20 GMT

Thanks for checking @HPi

I will let the team know.

I am sorry, if you change from a 30-day pack (£10 or above) to a seven-day £1 Pack or to a £5 Pack, or vice versa, you’ll lose any Free Boosts you have and will need to buy the required number of packs again to get another Free Boost.

Also, if you buy a 30-day £5 Pack and change to any other pack or vice versa, you’ll lose any Free Boosts you’ve earned.

Leanne.

Re: Inconsistent Free Boosts information

HPi — Fri, 29 Jan 2021 13:49:12 GMT

Hi @Leanne_T

I understand that is what the EE help article says, but my question is why is that the stance taken by EE? The help article doesn't explain why I should lose my boosts when switching, and it clearly seems that there is some confusion about this policy within EE as whoever wrote the MyEE page wasn't aware about losing previously earned boosts.

Re: Inconsistent Free Boosts information

Leanne_T — Fri, 29 Jan 2021 14:45:45 GMT

Hi @HPi

I will certainly feed this back for you, and let the team know this information has not been updated within My EE.

Thanks.

Leanne.

Re: Inconsistent Free Boosts information

HPi — Fri, 29 Jan 2021 14:51:23 GMT

Hi @Leanne_T

You seem to have missed my question again.

Why would EE remove my boosts when changing pack type?

Re: Inconsistent Free Boosts information

HPi — Tue, 09 Feb 2021 14:21:40 GMT

Hi again @Leanne_T

Just checked again and My EE still says that I will not lose my free boosts.

At this point would it be easier to update the EE Help page to agree with the My EE page?

If I change my pack will EE honour what the app and website have said for the last month and let me keep my years of earned free boosts?

Re: Inconsistent Free Boosts information

HPi — Wed, 17 Mar 2021 12:56:38 GMT

Hi @Leanne_T, any other EE staff/community members,

The page at https://myaccount.ee.co.uk/app/landing-payg still says that when switching between pack types we will continue to earn previously earned Free Boosts.

It's been 10 weeks since I reported this and it still hasn't changed.

I take it that the page has therefore been looked at and deemed to be correct? We can now change packs without losing our boosts?

Re: Inconsistent Free Boosts information

Leanne_T — Thu, 18 Mar 2021 06:53:05 GMT

Hi @HPi

This has been sent to the relevant team to be updated and to have the same information as the Help page for changing packs.

If you change from a 30-day pack (£10 or above) to a seven-day £1 Pack or to a £5 Pack, or vice versa, you’ll lose any Free Boosts you have and will need to buy the required number of packs again to get another Free Boost.

Also, if you buy a 30-day £5 Pack and change to any other pack or vice versa, you’ll lose any Free Boosts you’ve earned.

Leanne.

Re: Inconsistent Free Boosts information

Leanne_T — Mon, 22 Mar 2021 16:38:22 GMT

Hi @HPi @XRaySpeX

The information within My EE has now been updated and does advise you will 'lose' any free boosts as the Help page.

Thanks very much for letting us know 🙂

Leanne.

Re: Inconsistent Free Boosts information

HPi — Mon, 22 Mar 2021 16:49:11 GMT

Hi @Leanne_T

Any update on why EE removes free boosts when switching pack type?

Re: Inconsistent Free Boosts information

XRaySpeX — Mon, 22 Mar 2021 17:03:08 GMT

Thanks, @Leanne_T . As I thought.