topic Re: Can I change my mobile plan? in Contracts & Billing

Can I change my mobile plan?

StuartAC — Fri, 28 Nov 2025 15:26:51 GMT

When I upgraded my phone two years ago I chose to pay off the new device over three years but only took out a 2 year contract for the airtime plan:

That contract has now ended and I assumed that I'd now be able to change my plan if I felt a better one was available. However, I haven’t been able to find any way to do this via my online account. Does this mean that I am unable to change my plan until my device is paid off? If this is the case then why allow me to choose a shorter length of contract for my airtime plan?

Re: Can I change my mobile plan?

XRaySpeX — Fri, 28 Nov 2025 15:47:24 GMT

Once the SIM airtime contract has reached its min. term you should be able to upgrade it, while continuing to pay off the FlexPay device contract as normal.

Re: Can I change my mobile plan?

StuartAC — Fri, 28 Nov 2025 16:11:05 GMT

Thanks for your response. That's what I assumed when I originally signed up but I haven't been able to find a way to do it via my online account. I appreciate that I could just call EE or visit one of their shops but it'd be easier if I could just do it online. Do you have any idea how?

Re: Can I change my mobile plan?

XRaySpeX — Fri, 28 Nov 2025 16:20:26 GMT

Doesn't "Upgrade Now" offer you anything?

Re: Can I change my mobile plan?

StuartAC — Fri, 28 Nov 2025 16:39:28 GMT

The message at the top of the page says that I can't upgrade now. If I click on Upgrade it says "Sorry, couldn't fetch recommendations for you".

On the page showing my Plan Details there's a box with "Visit our upgrade hub to see when you are eligible for an upgrade". If I click on the link "See your upgrade options" it just takes me back to the Upgrade page which says that I can't upgrade now.

Re: Can I change my mobile plan?

Chris_B — Fri, 28 Nov 2025 18:31:39 GMT

@StuartAC You cannot upgrade to a sim only via your account if you have a flex tariff you need to call customer support to request this. Also make sure that you point out you only want to change the airtime plan.

Re: Can I change my mobile plan?

StuartAC — Sat, 29 Nov 2025 10:19:10 GMT

Thanks for your help.

Re: Can I change my mobile plan?

bristolian — Sat, 29 Nov 2025 10:34:41 GMT

Although to add, the airtime element of a FlexPay plan is already "effectively" a SIM-only.

There shouldn't be any significant differences between your "Flex SIM-only" and a new SIM-only, unless there's a pricing promotion at the time.

Re: Can I change my mobile plan?

StuartAC — Thu, 04 Dec 2025 16:34:19 GMT

I called 150 today and was able to change to a cheaper plan.

Re: Can I change my mobile plan?

Linzi_H — Thu, 04 Dec 2025 18:19:41 GMT

Hi @StuartAC

This is great news! Thanks so much for coming back and letting us know you've managed to get this sorted.

Linzi 😊