topic Flex pay in Contracts & Billing

Flex pay

Gracewils — Tue, 03 Mar 2026 18:15:53 GMT

I am really confused, 2 years ago i took out an ee flex plan on my iphone.
24 month airtime

36 month device

im quite happy with my device i dont want to change it but now my airtime contract is up im being told i cant change that to sim only, my only option is apparently to pay the phone off and upgrade or pay an new extortionate amount which doesnt make sense as the contract is finished yet im still tied in.
could somebody please verify this?
they might aswell have made it a 36 month contract!
i have contacted ee 3 times today and been told different information each time and its so frustrating

Re: Flex pay

Chris_B — Tue, 03 Mar 2026 19:05:20 GMT

@Gracewils You most certainly can change the airtime contract to a different sim only contract. You can’t be forced to remain on the same airtime contract as that would mean it’s a 36 month airtime contract. you don’t have to pay off the device to change to a different sim only contract. Call customer support and hopefully you’ll get someone helpful. Just to add you cant do this via the app or your online account. You have to call. Your online account only sees that’s your still paying for the device so it’ll not let you upgrade without paying that off.

Re: Flex pay

Gracewils — Tue, 03 Mar 2026 20:06:19 GMT

Thank you for your response, i thought this was the case and yes it was over the phone, i will try again, i have put a complaint in as after checking original t&cs it doesn’t state anything in there