topic Re: Misleading Sim only Deals in Contracts & Billing

Misleading Sim only Deals

MattS73 — Tue, 04 Nov 2025 17:50:29 GMT

I am an existing EE customer who is on sim only. I wish to upgrade as I am out of contact but the app is offering £18 a month yet the website, marking the price as existing customer shows a lower price. Why is this not displayed nor disclosed on the app?

Re: Misleading Sim only Deals

Matt_124 — Tue, 04 Nov 2025 17:55:11 GMT

Those aren't upgrade deals, those are for adding an additional line to the account - hence the discount and different plans displayed.

Re: Misleading Sim only Deals

MattS73 — Tue, 04 Nov 2025 18:04:09 GMT

So the only option I have is to take the £18 upgrade or can I add a eSIM, second line then cancel the existing service?

Re: Misleading Sim only Deals

Chris_B — Tue, 04 Nov 2025 18:19:19 GMT

@MattS73 If you do that then you’ll loose the discount that the 2nd line on your account will be getting because it’s a 2nd line on your account. It’s a discount for having a 2nd line on the same account as your current line.

2nd lines on an account get a discount, no 2nd line no discount.

Re: Misleading Sim only Deals

Matt_124 — Tue, 04 Nov 2025 18:30:22 GMT

As pointed out by @Chris_B,

The discount is for having more than one line, known as Multi-Line Discount.

If you cancel the first line after taking it out and go back to having a single line on your account, you would lose any associated discount.

Your upgrade options are what are available to you in this scenario.

If you're not happy with your options, give Customer Services a call and see if they can offer you anything else.