topic Re: Ess device 4G in Contracts & Billing

Ess device 4G

Serena13 — Tue, 01 Mar 2022 18:56:21 GMT

I have just notice I am paying an extra £11 per month for a Ess Device 4G.

When I upgraded my phone in November, I was told I would get a device for FREE and was told I absolutely wouldn’t pay for it.

they also tried to sell me broadband which I also said no to as I already have it sorted.

I feel absolutely ripped off my EE.

I have been with EE/ orange since I got my first phone 11 years ago. I think it’s disgusting how you can secretly add this onto someone’s bill.

Re: Ess device 4G

XRaySpeX — Tue, 01 Mar 2022 19:07:20 GMT

Is this device an EE mobile router? Was it in a EE retail store you were offered this device for "free"? What they misleadingly didn't tell you was the device hardware itself was free but it comes with mobile plan contract of at least 12 months for which you must pay.

This is misrepresentation on the part of EE & you would have a valid claim against EE under the Consumer Rights Act 2015.

Re: Ess device 4G

Serena13 — Tue, 01 Mar 2022 19:11:32 GMT

Yes that is absolutely correct.

At no point did they ever mention I would then have to pay for it!

I was told it was free with the upgrade.

I have been on hold to EE for 30 minutes now and it doesn’t seem like I will get through.

when I was in the store at least 5 other people also got one so I have they have also realised too.

I think it’s awful that they could be so sly!

Re: Ess device 4G

XRaySpeX — Tue, 01 Mar 2022 19:22:17 GMT

If it were me I would write a formal letter to EE HQ claiming misrepresentation under the Consumer Rights Act 2015 & that any failure by EE to refund me any monies & to rescind the unwanted undeclared contract would result in further legal action.

Re: Ess device 4G

Serena13 — Tue, 01 Mar 2022 19:25:53 GMT

Thank you very much!

I have been on the hold for the last 35 minutes for someone to tell me there is nothing they can do over the phone I have to go into store.

unfortunately for me I am working abroad at the moment and will be for the next 6 months, and to which I said so I’m going to be paying for this until I can go into store and which the reply was yes.

so misleading

Re: Ess device 4G

XRaySpeX — Tue, 01 Mar 2022 19:34:57 GMT

You could put in a formal online complaint 1st. & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

Personally, as it's a legal matter & not just something not working or a mess up of my bill, I'd be straight into legal mode!

Re: Ess device 4G

Leanne_T — Wed, 02 Mar 2022 07:29:43 GMT

Hi @Serena13

I am sorry to hear this has happened.

I've sent you a private message on the community for some extra details.

Speak to you soon.

Leanne.

Re: Ess device 4G

Crosbie89 — Tue, 16 Aug 2022 20:20:18 GMT

Hi I have also experienced this having checked my bills since I took out a new contract In June. Absolutely disgusting to have a 'FREE' tablet on offer that was used as a bargaining tool to accept the plan only to be paying monthly for it from being told it's a free tablet.

Can someone please contact me to get this resolved.

Re: Ess device 4G

XRaySpeX — Tue, 16 Aug 2022 20:24:11 GMT

@Crosbie89 : This user discussion forum can have no access to your specific account. You need to raise this with CS.

Re: Ess device 4G

kl171 — Wed, 28 Sep 2022 11:27:48 GMT

This has happened to us now.

Re: Ess device 4G

Leanne_T — Wed, 28 Sep 2022 12:11:06 GMT

Hi @kl171

Thanks for coming here.

Have you recently upgraded and been sent a tablet or other additional device?

Leanne.

Re: Ess device 4G

Ksk1 — Sun, 12 Feb 2023 11:03:46 GMT

Omg this is disgusting exactly the same has happened to me! Fee so let down with EE been with them for 20 years!

Re: Ess device 4G

Leanne_T — Sun, 12 Feb 2023 11:30:14 GMT

Hi @Ksk1

I'm really sorry to hear this has happened.

When did you get the tablet contract?

Have you been back to the store to get this looked into?

Leanne.

Re: Ess device 4G

JimBob72 — Mon, 27 Feb 2023 15:20:43 GMT

Just noticed this on my account too. The guy in store brazenly lied to our faces saying there were no extra charges. Even said it was cheaper to take the tablet as without the tablet the contract for the phone I was getting (for my Step Daughter would be more expensive. Also the signature on the agreement isn't mine so not sure how that stands up legally.

Re: Ess device 4G

Katie_B — Mon, 27 Feb 2023 15:51:07 GMT

Hello @JimBob72.

Thanks for coming to the community.

I am sorry to hear this.

Have you been back to the store which you purchased the contracts from?

Katie

Re: Ess device 4G

JimBob72 — Mon, 27 Feb 2023 15:58:36 GMT

Hi, not yet. I've only just noticed it so was looking up what it was all about. It is galling that the assistant in the store brazenly lied to my face and even told me the phone contract would be a higher cost if I didn't take the 'free' tablet!

Re: Ess device 4G

Katie_B — Mon, 27 Feb 2023 16:04:22 GMT

Thanks for getting back to me @JimBob72.

I would recommend revisiting your local store with copies of your paper work so the manager of the store can look into this further for you.

Katie

Re: Ess device 4G

XRaySpeX — Mon, 27 Feb 2023 16:23:01 GMT

This has got to stop. This dishonest widespread practice by staff in EE stores is tarnishing EE's reputation & brand image. They need to learn that "free" really means FREE & not some hidden unannounced extra.

Re: Ess device 4G

Sallad — Mon, 13 Mar 2023 10:16:14 GMT

Same thing has happened to me, a price was agreed upon in-store and I came away thinking I'd only pay that price only to find out that there's a second charge. Fairly sure I still have the paperwork that states I'd only pay that much too.

I honestly should have just gone with Sky but thought I could be helped with EE as I've been with them for 12 years. Obviously not.

Re: Ess device 4G

James_B — Mon, 13 Mar 2023 10:27:09 GMT

Hi @Sallad,

Welcome to the EE Community.

Please get in touch with Customer Care so a member of the team can look into this for you.

They'll be happy to help.

James