topic Re: Incorrect information given by EE about my airtime plan in Contracts & Billing

Incorrect information given by EE about my airtime plan

Tom2828 — Sat, 19 Sep 2026 06:02:27 GMT

Hi,

I have already raised a formal complaint with EE, but I would also appreciate some clarification from the EE Community team.

My minimum term for my current airtime plan ended on 12 September 2026. I wanted to stay with EE, keep my existing number and take another 24-month plan.

Before my contract ended, I contacted EE five separate times, including on 12 September itself, specifically to ask about upgrading or renewing my airtime plan.

On every occasion I was told that EE could not make any change because I still had approximately one year remaining on my phone/device finance.

I now understand that the airtime plan and the device finance are separate payments and agreements. The device finance can continue while the airtime plan is changed or renewed.

This is why I am confused and concerned about the information I was repeatedly given by EE.

Had I been correctly informed during those five calls, I could have dealt with my airtime plan before my minimum term ended and discussed the available offers at that time.

I have now been told that there is no comparable offer available to me, while EE is currently advertising a much cheaper offer to new customers. I was even told that if I cancel my current number, I could potentially take the new-customer offer. This is not a practical solution because I want to keep my existing number.

My formal complaint is already being investigated, but I would like EE Community to clarify one specific point:

Was it actually correct for EE advisers to tell me, five times before the end of my minimum term, that I could not change or renew my airtime plan because my device finance still had one year remaining?

I would also like EE to review the recordings of those calls and explain why I was given this information.

I am not simply asking EE to give me a new-customer promotion. I am asking EE to consider the fact that I repeatedly contacted EE in good faith before my contract ended and may have lost the opportunity to arrange a new plan because I was given incorrect information.

Thank you.

Re: Incorrect information given by EE about my airtime plan

chistery — Sat, 19 Sep 2026 08:00:22 GMT

The Flex Pay T&Cs state:

If you're upgrading, any existing Flex Pay agreement must be paid off before you can take out a new one.

Which sort of reads that you can't upgrade to a SIM only plan however @Alex_H posted this after the same question came up recently, so I don't think it's clear, but maybe can clarify if there's been any updates recently?

Re: Incorrect information given by EE about my airtime plan

Chris_B — Sat, 19 Sep 2026 08:00:50 GMT

@Tom2828 Yes you can upgrade the airtime tariff now that part of the flex contract is now complete.

Re: Incorrect information given by EE about my airtime plan

Tom2828 — Sat, 19 Sep 2026 08:49:43 GMT

I received an SMS saying that I have a new contract for the phone only, but there is no corresponding agreement showing in my EE account after 12 September. I also cannot see or verify whether my phone insurance is still active. I have not received a copy of the new agreement either. Please confirm what agreement was actually set up, when it started, what happened to my previous airtime agreement, and whether my phone insurance remains active.

Re: Incorrect information given by EE about my airtime plan

Tom2828 — Sat, 19 Sep 2026 08:51:25 GMT

Hi from EE. A new document for your iPhone 15 Pro Max 256GB Black Titanium device agreement is now available. Log in to ee.co.uk/go/login to view it. Thanks. that sms