topic Re: Customer loyalty in Contracts & Billing

Customer loyalty

Ltommo — Thu, 18 Sep 2025 16:27:23 GMT

Existing customers are being robbed!!!

I have multiple lines on my account and 2 are due for an upgrade.

I tried to upgrade my phone to the Zfold7 to be told I would have to pay £450 upfront for this device.

I then went online as a new customer to find out that if I was a new customer I would only have to pay £30...... This is disgusting, I've been a loyal customer for over 10 years and at one point I had 10 lines on my account and to be treated this way is not on.

I have made complaints to only get a text message stating "case is closed"

How the hell is this right?

Re: Customer loyalty

Ltommo — Thu, 18 Sep 2025 16:40:12 GMT

Existing customers are being robbed!!!

I have multiple lines on my account and 2 are due for an upgrade.

I tried to upgrade my phone to the Zfold7 to be told I would have to pay £450 upfront for this device.

I have made complaints to only get a text message stating "case is closed"

How the hell is this right?

Re: Customer loyalty

Christopher_G — Fri, 19 Sep 2025 15:22:46 GMT

Hi @Ltommo

Welcome to the community.

There are a few things that can affect the up-front cost. If you speak with our Customer Support team again, and tell them which plan you've found online, they can look at the differences and help you get the best plan for you.

I'm sorry to hear that your complaint was closed, I'm not sure why that happened. If you fill in this complaint form, a dedicated team will look into it and contact you to discuss it further.

I hope you manage to find a solution to this.

Chris