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

Re: Incorrect information given by EE about my airtime plan

Alex_H — Sun, 20 Sep 2026 09:58:59 GMT

Hi @Tom2828,

Welcome to the EE Community

Regarding your original question, the device credit agreement and airtime plan are separate. You cannot upgrade to a new device without paying off your credit agreement, but you can change or cancel the airtime plan once the contract for the airtime plan is finished. So if you were told otherwise that was incorrect unfortunately.

If you have already raised a complaint via our website then our complaints team will be in touch and will be able to help investigate this issue for you.

We have no access to your account via these forums to confirm any details about your current plan, but once our team are in touch they will be able to confirm it for you.

Though in the meantime the document regarding your device credit agreement that the SMS refers to should be available in your online account under the Manage> Mobile and SIMs> My Documents section. The document is specific to your credit agreement not your airtime plan, which unless you have changed it should be the same one.

Details of your current airtime plan should be visible in the Manage section under Your Mobile plan, and insurance if active should show in your list of current mobile add-ons.

Alex

Re: Incorrect information given by EE about my airtime plan

Tom2828 — Sun, 20 Sep 2026 10:55:34 GMT

know. There is nothing in that folder because I have just checked. That is the whole point—I received a text message, but no documents are available there. That is the first issue. Secondly, regarding the tariff, the renewal price offered to me after the 12th was £35 per month. Meanwhile, the exact same plan for new customers costs £26. It is completely unfair that a loyal customer who has been paying a lot of money for the last 10 years is expected to pay more than someone newly joining the network. This is highly unfair.

Re: Incorrect information given by EE about my airtime plan

Schockwave — Sun, 20 Sep 2026 11:03:19 GMT

@Tom2828, that is for new customers to entice them to join EE with a reduced plan for a period of time and it will go up. Unfortunately, existing customers do not get this lower tariff, as it says for new customers, sorry.

Re: Incorrect information given by EE about my airtime plan

Alex_H — Sun, 20 Sep 2026 14:25:00 GMT

@Tom2828 I understand what you mean and I think raising a complaint was the best course of action if you have not got this resolved the way you wanted when speaking to us over the phone. As we don't have access to your account via these forums the best thing to do would be to wait to be contacted about the complaint you opened online and our team will be able to discuss your account further.

Alex

Re: Incorrect information given by EE about my airtime plan

Tom2828 — Tue, 22 Sep 2026 11:38:11 GMT

Hi from EE. We're looking into your complaint and will get back to you soon. Ref: *******. Visit https://www.ee.co.uk/go/codeofpractice to see our process. Thanks.

Hi from EE. Your complaint is now closed. Ref: ********. Thanks for your patience. Visit https://www.ee.co.uk/go/codeofpractice to see our process. Thanks.

I don’t understand this one. One message tells me I have a complaint. Another one. My complaint is closed but no one contacted me there

[mod edit: removed account details from the community]

Re: Incorrect information given by EE about my airtime plan

Tom2828 — Tue, 22 Sep 2026 10:06:50 GMT

both send it almost the same time to me

Re: Incorrect information given by EE about my airtime plan

Leanne_T — Tue, 22 Sep 2026 11:46:53 GMT

Hi @Tom2828

I'm sorry to hear that you've had a message to say the complaint has been closed after this was opened.
If you call our team directly, they will get this message looked into and if the complaint has been closed without being resolved, they can reopen this for you and our complaints team will get in touch.

Thanks.

Leanne.