topic Re: Upgrade / 14 day return woes - left in a difficult situation in Archived Posts

Upgrade / 14 day return woes - left in a difficult situation

muranb — Mon, 21 Jan 2019 12:52:41 GMT

New custoemr to EE so just to set the background, I am a long-standing Orange / T-Mobile customer paying a very reasonable monthly amount for Unlimited TXT, 900 Mins, 50 MMS and unlimited (3g) data on a T-Mobile SIMO deal.

This is my upgrade (and return) experience - having started to experience network issues with the 3G T-Mobile network.

I Upgraded my contract and took a phone deal at a reasonable price, moving in the process from a T-Mobile to EE SIM.

Since receiving my new SIM and phone, neither have been used as I have been considering the upgrade / data amount etc and a possible return to revert to my old contract or a similar SIMO offering.

Despite not using, my existing SIM auto activated a few days in (lost signal on existing T-Mob with no warning which caused me some issues). At this point I was unsure whether to use the new SIM / phone, thinking this might commit me to the upgrade so I waited to speak to EE Customer Services the following day. I know now that this is not the case.

Having spoken to Customer Services I now find myself in a difficult situation and I am hoping I can find a solution here.

I was told my SIM was auto activated and my T-Mobile account was terminated as part of the upgrade (I understand that but it would have been good to have some warning so I could prepare).

I have no option to return to my previous plan as T-Mobile is no longer an option, therefore the only options available to me now:

1) Stick as I am and make do with the data allowance, get used to the upgrade etc (paying significantly more than I was).

2) Take a PAC and get another SIMO deal with another network.

3) Return phone and move to PAYG (as a goodwill gesture to keep my number which I have had for around 20 years)!

I discussed the possibility of changing to a SIMO and quoted a great deal currently being offered elsewhere but this isn't an option until the upgrade phone is returned and then there is no guarantee that EE will match the SIMO deal.

Whilst I understand that I am essentially in the first few days of a new contract with EE, what I am struggling to understand is why I can't be given the assurance that although T-Mobile is no longer an option, I will be put on an EE equivalent in terms of cost and allowances when the upgrade is cancelled.

Option 3 above was offered only as a temp solution to allow me to keep my number and then upgrade that to a SIMO deal. I can see the logic, but this means I will be speaking to EE as a new / PAYG customer and I'm doubtful my history and the loyalty discounts I had will be considered when negotiating the SIMO contract.

I honestly wish I had never bothered with the upgrade, a 3G signal that was a little flaky at times was far more preferable to the situation I now find myself in - i.e. worse off than before the upgrade!

Apologies for the long post, if anyone representative from EE can offer any assurances to restore my faith, I am all ears!

Thanks

Re: Upgrade / 14 day return woes - left in a difficult situation

muranb — Mon, 21 Jan 2019 12:58:17 GMT

I am new to EE but just to set the background, I am a long-standing Orange / T-Mobile customer paying a very reasonable monthly amount for Unlimited TXT, 900 Mins, 50 MMS and unlimited (3g) data on a T-Mobile SIMO deal.

This is my upgrade (and return) experience - having started to experience network issues with the 3G T-Mobile network.

I Upgraded my contract and took a phone deal at a reasonable price, moving in the process from a T-Mobile to EE SIM.

Since receiving my new SIM and phone, neither have been used as I have been considering the upgrade / data amount etc and a possible return to revert to my old contract or a similar SIMO offering.

Having spoken to Customer Services I now find myself in a difficult situation and I am hoping I can find a solution here.

I was told my SIM was auto activated and my T-Mobile account was terminated as part of the upgrade (I understand that but it would have been good to have some warning so I could prepare).

I have no option to return to my previous plan as T-Mobile is no longer an option, therefore the only options available to me now are:

1) Stick as I am and make do with the data allowance, get used to the upgrade etc (paying significantly more than I was).

2) Take a PAC and get another SIMO deal with another network.

3) Return phone and move to PAYG (as a goodwill gesture to keep my number which I have had for around 20 years)!

I discussed the possibility of changing to a SIMO and quoted a great deal currently being offered elsewhere but this isn't an option / can't be discussed until the upgrade phone is returned and then there is no guarantee that EE will match the SIMO deal.

Whilst I understand that I am essentially in the first few days of a new contract with EE, what I am struggling to accept is why I can't be given the assurance that although T-Mobile is no longer an option, I will be put on an EE equivalent in terms of cost and allowances when the upgrade is cancelled.

Option 3 above was offered only as a temporary solution to allow me to keep my number and then upgrade that to a SIMO deal. I can see the logic, but this means I will be speaking to EE as a new / PAYG customer and I'm doubtful my history and the loyalty discounts I had will be considered when negotiating the SIMO offering.

If anyone representative from EE can offer any assurances to restore my faith, I am all ears!

Thanks

Re: Upgrade / 14 day return woes - left in a difficult situation

XRaySpeX — Mon, 21 Jan 2019 13:23:04 GMT

@muranb: Where did you order this upgrade? Only by ordering online or by phone do you get a statutory 14-day cooling-off period.

Re: Upgrade / 14 day return woes - left in a difficult situation

muranb — Mon, 21 Jan 2019 13:26:32 GMT

Hi @XRaySpeX - fortunately it was ordered over the phone, so the 14 day thing isn't in question.

My issue is what I will return to if I go ahead with the 14 day return - as I can't go back to what I had pre upgrade.

Re: Upgrade / 14 day return woes - left in a difficult situation

XRaySpeX — Mon, 21 Jan 2019 13:43:19 GMT

Actually I don't see why you can't go back to T-M. T-M a/c's still exist, you just won't be able to manage them online after 28 Feb:

T-Mobile Account is closing down 

'My T-Mobile' online account closes on 28th of February.You won't be able to access your account online after this date.

Get help with other ways to manage your account .

Re: Upgrade / 14 day return woes - left in a difficult situation

muranb — Mon, 21 Jan 2019 14:20:22 GMT

That's interesting ...

Spoke to 150 / Retentions and Channel Returns (14 day team) and all said I can't go back to T-Mobile.

If that's the case, fine but offer an alternative surely (as discussed during the upgrade process). Even just matching the deal I quoted would be acceptable but not being able to even talk about it until the cancellation goes through and I move to PAYG is just ludicrous!

Re: Upgrade / 14 day return woes - left in a difficult situation

Leanne_T — Mon, 21 Jan 2019 15:40:10 GMT

Hi there @muranb

I am sorry to hear you have had this experience since moving to EE.

Have you spoken to our Tech Care Team to see if there any problems in your area or any improvements coming?

What benefits are you looking for on a pay as you go plan or SIM only plan with us?

Thanks, Leanne.

Re: Upgrade / 14 day return woes - left in a difficult situation

muranb — Mon, 21 Jan 2019 16:12:35 GMT

Hi @Leanne_T

I haven't checked for problems in the area as thay is not the issue or the reason for my wish to cancel the upgrade.

In terms of what I am looking for, just something comparable to what I was contracted on pre upgrade (details in my post).

The issue here is that there is no way to revert back to pre-upgrade status so I'd expect to be able to revert to something comparable at least.

Thanks

Re: Upgrade / 14 day return woes - left in a difficult situation

BrendonH — Mon, 21 Jan 2019 16:21:02 GMT

@XRaySpeX you can no longer buy a T-Mobile PAYG or PM so this is probably why @muranb can't go back to it. T-Mobile will eventually like Orange filter out.

When you upgrade your old plan terminates it doesn't wait for you to open the sim and insert into a phone.

EE doesn't price match other networks or other third party sites that sell EE plans. If you were unsure wih anything you probably should;ve waited until you were certain with what you wanted.

Re: Upgrade / 14 day return woes - left in a difficult situation

Leanne_T — Mon, 21 Jan 2019 16:36:41 GMT

Thanks for coming back to me @muranb

I would like to help you get this looked into and have sent you a private message for some further details.

Thanks, Leanne 🙂

Re: Upgrade / 14 day return woes - left in a difficult situation

muranb — Mon, 21 Jan 2019 16:41:27 GMT

@BrendonH You're correct in what you say in your first paragraph but I disagree with the rest.

I have upgraded in the past, not activated the SIM and it has simply expired - not auto activated leaving me without service.

I am not asking for a price match per se, I am sure you are well aware that EE offer deals based on a number of factors; similar plans being one of them. I was told as much today but as per orginal post was unable to discuss specifics,

Well, Isn't hindsight a wonderful thing? That said, my indecision is not the point. The real issue here is that there is no mechanism for invoking the 14 day return and returning me to a plan that no longer exisits. That I completely understand, but as per the patter at the time of the upgrade when queried, an equivalent alternative is not an unreasonable expectation.

Re: Upgrade / 14 day return woes - left in a difficult situation

muranb — Mon, 21 Jan 2019 16:47:24 GMT

Thank you @Leanne_T I appreciate your response.

I have replied to your PM with the requested info.

Re: Upgrade / 14 day return woes - left in a difficult situation

XRaySpeX — Mon, 21 Jan 2019 16:54:28 GMT

@BrendonH: You haven't been able to buy a new T-Mobile PAYG or PM for ages but that didn't stop existing T-M plans carrying on as normal & even the distribution of replacement SIMs for them.

Re: Upgrade / 14 day return woes - left in a difficult situation

BrendonH — Mon, 21 Jan 2019 16:55:43 GMT

@XRaySpeX replacement sims yes. But reverting back is different.

Re: Upgrade / 14 day return woes - left in a difficult situation

XRaySpeX — Mon, 21 Jan 2019 17:03:25 GMT

Is it? That's what I'm questioning. If you can still issue a T-M SIM with the same no. why can't you just regenerate 1?

Re: Upgrade / 14 day return woes - left in a difficult situation

Northerner — Mon, 21 Jan 2019 17:58:04 GMT

@XRaySpeX

My understanding is that if you upgrade from one of the run off networks that you cannot go back, but are offered a PAYG SIM to allow you the option to leave for another carrier.

This makes sense if you think about it as these networks and the sooner people leave the better for EE.

Unfortunately the OP may lose out in some ways as networks and tariffs change over time.

Thanks

Re: Upgrade / 14 day return woes - left in a difficult situation

muranb — Mon, 21 Jan 2019 18:19:30 GMT

@NorthernerIf this is the case, had that been explained at the point of sale I would have no issue but I specifically asked about this scenario and was told I would be placed on an equivalent tariff in terms of cost / allowance as T-Mobile would not be an option.

Additionally, PAYG was offered only as a goodwill gesture and is not standard practice by all accounts - leaving PAC as the only alternative.

Sure, tariff's change over time but there is no reason an equivalent to an existing one should not be offered. I don't agree that I should be worse off than when I started the upgrade. Although T-Mobile is being phased out, it's still a part of EE (for now).

To further complicate things, I am also being told my tariff (with the upgrade) is £5 more than was agreed so it seems I lose out every which way!

I am hopeful for a positive outcome from the call back as arranged by @Leanne_T but this hasn't been a pleasant experience so far.

Re: Upgrade / 14 day return woes - left in a difficult situation

Northerner — Mon, 21 Jan 2019 18:46:24 GMT

Hi @muranb

I'm not sure you are going to be worse off as if you opt for EE SIM only. You will get WiFi calling, VOLTE, 4G all of which arn't available on T-Mobile.

You will never get the same tariff as they change over time as with the cost. That's the commercial reality.

Good luck with your call and please let us know how it goes.

Thanks

Re: Upgrade / 14 day return woes - left in a difficult situation

muranb — Tue, 22 Jan 2019 11:57:10 GMT

Sure, there are benefits to moving to the EE network but given I could happily live without most if not all of these, I still consider myself to be in a worse position now than I was pre-upgrade.

Similarly, I understand pricing and services change but the point is, my service was ongoing and not likely to change any time soon either in terms of service or cost from what I can gather (other than perhaps losing online access to my account).

I've not received a call yet but I'll be sure to update, thanks.

Re: Upgrade / 14 day return woes - left in a difficult situation

muranb — Tue, 22 Jan 2019 14:00:03 GMT

Thanks @Leanne_T for arranging the call which I received a short time ago.

I am not sure what the purpose of the call was in all honesty as despite best efforts and a lot of empathy I am no further forward.

My choices remain to either keep the upgrade or return and move to PAYG. Not what I was hoping for, given the conversation with the sales representative prior to committing to the upgrade in which I was assured I would be placed on a comparative SIMO tariff in the event that the upgrade was reversed.

Feel free to pull the call (there were two) to verify this point, though in the same way the social team are apparently not able to view certain offers, I am not sure this option is available to the team here.

Perhaps at the same time (if it is an option), you wouldn't mind verifying the discount offered on my upgrade which also appears not to have been applied.

Thanks