topic Re: New contract in Contracts & Billing

New contract

Lynee — Sat, 05 Jul 2025 18:58:53 GMT

Hi when I upgraded my phone and contract yesterday 04/07/2025 i noticed when in the shop I couldn’t get online. I had signal and was online in Costa coffee opposite prior to entering the shop.

I upgrade my contract and was happy with the sales assistant as she seemed to be doing everything possible to get me the right contract.

After getting home i set up the phone (iphone13) and fully updating all the apps.

when i went onto EE app on the phone i found the same deal i had signed up for 3 hours previously was £8 per month cheaper. On browsing through the EE upgrades i could have had a far better phone and contract for the same money i signed up for.

my question is can i cancel my contract and sign up to a far better deal or get my contract price reduced. Thanks in advance

Re: New contract

bristolian — Sat, 05 Jul 2025 20:26:34 GMT

Online & telesales purchases in the UK come with 14days statutory "change of mind" right of return. In-store purchases have no such protection, and EE stores don't offer any return or refund on face-to-face phone purchases.

Re: New contract

Lynee — Sat, 05 Jul 2025 20:29:29 GMT

That’s not very nice. How can EE get away which such a bad practice.

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Re: New contract

XRaySpeX — Sat, 05 Jul 2025 20:34:15 GMT

@Lynee wrote:
How can EE get away which such a bad practice.

By following the law, the Distance Selling Regs, to the letter!

Re: New contract

bristolian — Sat, 05 Jul 2025 20:52:35 GMT

Offers will always come & go, changing all the time. If you were happy with the upgrade deal you were offered in-store, some might suggest that nothing else matters.

It's too late for you now, but the time to compare online offers is before making an in-store purchase, not afterwards.

Re: New contract

Lynee — Sat, 05 Jul 2025 20:53:29 GMT

That’s ok as I can follower the letter of the law on phone insurance. There more ways than one to skin a cat.

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Re: New contract

Lynee — Sat, 05 Jul 2025 21:01:29 GMT

Customers will always come and go. I’m having fun reporting ee

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Re: New contract

XRaySpeX — Sun, 06 Jul 2025 00:31:23 GMT

There's no law to insure your phone 😉 !

Re: New contract

Lynee — Sun, 06 Jul 2025 15:18:35 GMT

Interesting are you giving out false information to fob people off. I’ve today had a call from ee to go to the shop who apparently can cancel my contract and start a new contract at the lower price. Please don’t give out advice if you don’t know what you are talking about.

Re: New contract

bristolian — Sun, 06 Jul 2025 17:56:31 GMT

@Lynee wrote:
Interesting are you giving out false information to fob people off...Please don’t give out advice if you don’t know what you are talking about.

I stand by my previous post, but will explain.

It's good for you that you can "apparently" cancel an instore contract despite EE's policy being that you cannot. I hope you got that advice in writing or at least a named individual who you can refer to if & when the store refuses your request for cancellation.

The EE returns policy is outlined at https://ee.co.uk/help/orders/how-to-return-a-product-bought-within-the-last-14-days with the retail-specific PDF at https://ee.co.uk/content/dam/ee-help/help-pdfs/ee-device-returns-policy-v2-june-2018.pdf . "Change of mind" returns are only referenced under accessories, and NOT under "phones & tablets"...

Re: New contract

Lynee — Sun, 06 Jul 2025 18:50:29 GMT

Your advice is based on what ee have written. You are there for obliged to only give out what you are told. There is nothing stopping ee changing their written policy when they think it’s better to accept a mistake than being taken to the ombudsman.

If an ee shop can only see what ee wants them to see then they are blind to see the overall picture of ee contracts online and over the phone. As I’ve said the clock is ticking for ee. Please don’t forget that what’s being written here will be used in my case against ee if this goes beyond the 8 weeks.

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Re: New contract

bristolian — Sun, 06 Jul 2025 19:04:38 GMT

@Lynee wrote:
Your advice is based on what ee have written. You are there for obliged to only give out what you are told. There is nothing stopping ee changing their written policy when they think it’s better to accept a mistake than being taken to the ombudsman.

My advice is based on a combination of policy & experience. EE as a company can always make any case-by-case decision they like, but as a regular & experienced poster to this forum, it would be remiss of me to post any other advice than that which I am confident in... but I'm not EE staff and post independently of them.

You are quite welcome to refer any resulting Ombudsman complaint to this community forum (or indeed any other internet website you happen to chance on), it's never formed part of EE's formal complaints process.

Re: New contract

XRaySpeX — Sun, 06 Jul 2025 20:28:33 GMT

& my advice is based on Acts of Parliament!

Re: New contract

Lynee — Mon, 07 Jul 2025 16:48:29 GMT

Couldn’t give to hoots. Parliament is corrupt

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