topic Re: Request to change existing contracts as 1 had lapsed and 1 was due to expire in Contracts & Billing

Request to change existing contracts as 1 had lapsed and 1 was due to expire

JLKnight — Wed, 25 Feb 2026 14:42:33 GMT

We have 2 business SIMS that are used as Dongle for 2 of our remote sites. One contract lapsed last year and the other is due to lapse next month.

I had a call with sales a few weeks ago and in order to change to new contracts I was informed we had to have 2 new sims. We have since received the SIMS but also a new bill charging us for 4 numbers when all we wanted to do was roll our existing contracts on to new ones effectively on the same date as the latter was due to expire, therefore keeping both contract renewals due at the same time frame.

We've had our first invoice and we are being billed for 4 lines instead of 2 and they dont appear to be at the contract rate of £19.99 as agreed.

Any advice people as we have emailed online and the contact for the sale and not received any response.

Re: Request to change existing contracts as 1 had lapsed and 1 was due to expire

XRaySpeX — Wed, 25 Feb 2026 14:54:10 GMT

What do you mean by "lapsed"? Contracts don't lapse unless you cancel them.

These mobile contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the same price on a rolling 30-days' notice basis until you explicitly cancel, upgrade or port your no. away. There may however be a 10% discount 3 months after the end of min. term. You may always choose to upgrade your contract to a cheaper SIM-Only contract from the last 30 days of your contract term.

You should've not agreed to order new contracts but instead upgraded your existing contracts.

Re: Request to change existing contracts as 1 had lapsed and 1 was due to expire

bristolian — Wed, 25 Feb 2026 15:58:08 GMT

@JLKnight wrote:
Any advice people as we have emailed online and the contact for the sale and not received any response.

The other question is, who have you emailed? EE don't have any published email-address for general-CS. If you've got a sales-specific one, then fair enough...

Re: Request to change existing contracts as 1 had lapsed and 1 was due to expire

JLKnight — Thu, 26 Feb 2026 09:14:34 GMT

thank you. The request i made of the sales team was a new contract for the one that was "rolling " (sorry for using the term lapsed) and similarly for the one that has an expiration date of next month. It appears to me that they have not done as requested, however as it is a business account i was not permitted to sign the contract and my FD is an authorised signatory for the company. I've asked if he saved a copy of the contract and he hasn't, and i cant locate a copy on the account to see whether what he has signed for is what i asked for.

Is that a clearer explanation?

Re: Request to change existing contracts as 1 had lapsed and 1 was due to expire

JLKnight — Thu, 26 Feb 2026 09:19:25 GMT

the address i have was for the sales person who sent over the contract link and whom I spoke to about the changing our existing contracts

Re: Request to change existing contracts as 1 had lapsed and 1 was due to expire

Schockwave — Thu, 26 Feb 2026 11:12:01 GMT

@JLKnight , I would suggest speaking to customer service to get this looked into as there is no account access here, and they can take a look for you. You also have two weeks to cancel the extra SIM cards if you so wish.

Re: Request to change existing contracts as 1 had lapsed and 1 was due to expire

JLKnight — Thu, 26 Feb 2026 11:36:51 GMT

@Schockwave thank you. They aren't physical mobiles that i have in the office so it will have to be the 0800 phone number to call them on. The SIMS are used for Dongle access on our building sites.