topic Re: Removal of mobile discount in Contracts & Billing

Removal of mobile discount

philchave — Mon, 08 Dec 2025 21:21:32 GMT

Both wife and I had texts this morning saying that our 10% mobile discount is being withdrawn from the next bill onwards.

We're not eligible because we've cancelled or unlinked our BT broadband, according to this text.

The truth is, we have not changed or cancelled anything, and can't find any reason for this.

Anyone got any ideas?

Re: Removal of mobile discount

XRaySpeX — Mon, 08 Dec 2025 22:47:04 GMT

You need to call CS as the reason given was false.

Re: Removal of mobile discount

Ritu_D — Tue, 09 Dec 2025 09:04:16 GMT

Good morning @philchave

Welcome to the community.

It seems very strange for your discount to be removed without any changes occurring.

As XRaySpeX has advised I would suggest you Contact Us, one of our guides will be able to look into this for you.

Thanks

Ritu

Re: Removal of mobile discount

philchave — Tue, 09 Dec 2025 19:07:03 GMT

Hello Ritu

No they won't. We tried to contact CS by phone but they were unable to authenticate us.

We couldn't get past the security because the email pin came in too late. The account number that pays the bills every month was different to the one on record, so how this is happening is anybody's guess. And the card used to pay the bills wasn't recognized either.

After 3 attempts, no one could talk to us because the system locks down and so we are not any wiser, except that our bills are going up by £12 a month for the same plan. Seems a bit rubbish that I can't talk to anyone about it.

Re: Removal of mobile discount

Michael_D — Wed, 10 Dec 2025 08:30:46 GMT

The team would be able to speak to you @philchave, but they do need to make sure that they can pass through security to discuss the account.

How did the call end? Did they refer you to an EE store with photo ID to get access to the account?

Michael