topic my mobile contract in Contracts & Billing

my mobile contract

elemer — Sat, 07 Mar 2026 11:01:04 GMT

Dear EE Customer Service,

I am writing to raise a formal complaint regarding my mobile contract.

Approximately four years ago, I entered into a 24-month contract with EE, which included a device repayment plan of £50 per month. As the 24-month period has long since ended, I am concerned that I am still being charged the same monthly amount.

I would like a full review of my account to clarify:

When my device plan officially ended
Why I am still paying £50 per month
Whether I have been overcharged since the end of my device contract

If I have continued paying device-related charges after the contract term ended, I would like this to be investigated and any overpayments refunded.

Please provide a detailed breakdown of my current plan and advise on the most cost-effective tariff available to me.

I look forward to your prompt response.

Kind regards,
Elemér

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Re: my mobile contract

Northerner — Sat, 07 Mar 2026 10:40:00 GMT

Hi @elemer

You need to complain here: https://ee.co.uk/help/contact-ee/complaint

You are however best speaking to EE CS on 150 becase there is no account access on these forums.

However if your contract is an old one which doesn't split the device from the tariff then it will continue until you upgrade, change of cancel. You'll receive a 10% discount after 3 months, please read below:

https://ee.co.uk/help/profile/leaving-ee/end-of-contract-notification-and-out-of-contract-discount

Thanks

Re: my mobile contract

bristolian — Sat, 07 Mar 2026 10:49:44 GMT

This is not the means by which formal complaints can be raised, however by means of general advice.

EE's traditional contracts have no concept of "paying off" a phone or separating elements of your service. You have one single monthly payment covering ll your services, which you contractually agreed to pay on a rolling ongoing basis, but for at least the duration of your minimum-term. You're free to change your plan to a SIM-only once the minimum-term has ended, but this has to be your choice and cannot be imposed.

For several years now, EE have sent text messages when a phone is approaching the end of minimum-term, outlining the options available. These would include upgrading to a newer phone, changing to a SIM-only plan to reduce costs, or remaining as-is. The ultimate choice simply must be that of the account holder, and if no change is requested, none will be made.

EE's newer FlexPay plans have two distinct & separate contracts, each with their own payments. You have a fixed-term finance loan for your phone, which naturally ends once repaid. You then have a separate minimum-term-based plan for your airtime. You may wish to consider this type of plan in the future.

Formal complaints can be raised via https://ee.co.uk/help/contact-ee/complaint but I would strongly recommend bearing the above comments in mind before doing so. If you're on a traditional plan and are merely unhappy at having gone beyond your minimum-term without changing your plan, no repayment is due to you.