topic Re: Plan does not match deal agreed and contract signed in Contracts & Billing

Plan does not match deal agreed and contract signed

nicholasmccrea — Sun, 09 Nov 2025 21:45:06 GMT

Hi,

I agreed an upgrade deal with a sales advisor on EE messenger . The upgrade deal included a sports TV add on. The deal we agreed is in black and white in the EE messenger chat history. The contract that I signed via screen share at the time included the sports TV add on. I know this, because I made a query about the pricing of this sports TV add on in the contract being different to what I’d been promised by the sales advisor. I was told not to worry, as I would be charged what had been agreed. This query and the response from the sales advisor are both in the EE messenger chat history. I signed the contract in that live share session. I was never sent a copy of this contract.

Weeks later, when my new device arrived, my plan has no mention of a sports TV add on. I rang EE support and they said they have no record of a sports TV add on being included in my plan, they asked me to produce a contract that includes this sports TV add on. I have never received a copy of the contract I signed. All I want is the deal that I was promised.

Where can I find a copy of the contract I signed? I don’t want directed to the plan in the EE app, I want the legal document I signed. In lieu of a contract, all the information on what deal was agreed is there in black and white in the chat history - can this be used in the absence of a contract to back up my claim?

Thanks

Re: Plan does not match deal agreed and contract signed

bristolian — Sun, 09 Nov 2025 22:48:49 GMT

I could pass comment on my understanding of the law in this scenario, but by means of a practical solution you should include screenshots & those live-chat transcripts as part of a formal complaint.

Submit that via https://ee.co.uk/help/contact-ee/complaint and let the formal process do its work. It allows for referral to external arbitration if you become deadlocked, or 8weeks pass by without resolution.

Re: Plan does not match deal agreed and contract signed

Matt_124 — Mon, 10 Nov 2025 08:42:56 GMT

You would have had the opportunity at the end of the Lightico session to download the signed contract agreement. If you still have the link, it may still be there.

Re: Plan does not match deal agreed and contract signed

Peter_W — Mon, 10 Nov 2025 09:52:29 GMT

Good morning @nicholasmccrea.

Welcome to the EE Community!

Could it possibly be that you've selected one of our Full Works plans here, which come with TNT Sports included as one of your selectable inclusive extras?

You can select this by sending us a text with PICK to 150, and then redeem the subscription from there.

If this was presented differently and you want to flag this with our team for further investigation, I would definitely follow @bristolian's advice here and make a complaint.

You can find details on our full complaints code of practice here:

EE Complaints Code of Practice - March 2024

Peter

Re: Plan does not match deal agreed and contract signed

nicholasmccrea — Mon, 10 Nov 2025 11:50:39 GMT

Yeah, this seems like the logical path forward. Thanks for this 🙂

Re: Plan does not match deal agreed and contract signed

nicholasmccrea — Mon, 10 Nov 2025 11:52:42 GMT

I wasn’t aware of this at the time. I assumed (naively) that I would be emailed a copy of this contract upon signing it. I tried to old link and unfortunately it is no longer valid. Seems very strange to me that the contract is not shared automatically via email. Also, how is this contract not accessible to EE support? Just seems bizarre. This contract I signed has disappeared into the ether.

Re: Plan does not match deal agreed and contract signed

nicholasmccrea — Mon, 10 Nov 2025 11:57:12 GMT

Thanks for this, unfortunately it’s not the case. The plan that was agreed with the EE sales advisor was the essentials plus plan with the sports TV add on. With my upgrade now live, I’m currently on the essentials plus plan, however, I do not have the sports TV add on as was agreed. Going to go down the formal complaint route. Have downloaded the transcripts from the chat as evidence. Really appreciate the advice, thanks very much.

Re: Plan does not match deal agreed and contract signed

Schockwave — Mon, 10 Nov 2025 13:04:20 GMT

@nicholasmccrea , have you checked your spam/junk folder? It often goes there.