topic Re: Why don't we get better deals than new customers? in Contracts & Billing

Why don't we get better deals than new customers?

Vicky35 — Fri, 16 Sep 2022 14:55:08 GMT

I have been with EE for 10 years and my latest sim only contract is due to end on 19th Sept.

I have spoken to an EE agent who quoted me £23 for a 125gb sim only deal and was told that's all they can do for me. They also wouldn't honour our blue light discount as they said that's for online only?

If I were a new customer I could have the same deal for £18 a month, alongside additional discount for bluelight cards holders, which take the monthly amount to £14.40!

Why do we have to lose out due to loyalty? This has made me look in to how easy it is to change my 3 lines with EE if loyalty doesn't help us.

I understand profits have to be made but loyal customers should have exclusive deals instead of just new customers.

Re: Why don't we get better deals than new customers?

Chris_B — Fri, 16 Sep 2022 16:25:30 GMT

@Vicky35 Discounts codes have to be applied online you can not use them via phone sales.

where are you seeing this £18 a month as it’s not on HERE which are EEs sim only contracts tariffs

I’ve just looked at this without logging in and it’s 20% off the £23 tariff if that’s a 2nd lined on your account and that’s what makes it £18.40. You also can not have 2 discounts on one tariff, it’s the 20% off if it’s a 2nd line on your account or you use your blue light discount to get the reduced tariff.

if this isn’t a 2nd line on your account you can not get it for £18.40. Your main line on your account ( account holders contract) you can not get it for £18.40 as that’s not a 2nd line on your account.

Re: Why don't we get better deals than new customers?

Vicky35 — Fri, 16 Sep 2022 17:01:14 GMT

this is the offer I could have as a new customer

Re: Why don't we get better deals than new customers?

Vicky35 — Fri, 16 Sep 2022 17:01:59 GMT

I was also on live chat when I was told they could not apply the discount

Re: Why don't we get better deals than new customers?

Vicky35 — Fri, 16 Sep 2022 17:03:01 GMT

I'm sorry I don't know how to edit posts yet. I wanted to renew the main line j have with them and leave the rest as they are

Re: Why don't we get better deals than new customers?

EssexBoyEE — Fri, 16 Sep 2022 17:17:28 GMT

All the Networks do it, either directly or indirectly, to aquire each others Business, as long as the Connection rate exceeds the Churn rate it will continue.

I agree with you it's sad, but just one of those things, a customer who switches Networks every Contract end gets better deals vs a Loyal long term customer.

Re: Why don't we get better deals than new customers?

DiRush — Tue, 27 Sep 2022 17:17:42 GMT

I totally agree. We have 3 phones on 1 account on sim only plans. I rang and asked what they could do and was basically told nothing. Unless I want to pay an extra £10 each for an extra 5gb each, but yet this new plans says £18.40 for 125gb, which is 100gb and still cheaper than what I was quoted. EE seem to be more interested in new contracts than keeping existing customers. We have been with EE since it was tmobile, so nearly 20years and this appears to be worth nothing!

Re: Why don't we get better deals than new customers?

Leanne_T — Tue, 27 Sep 2022 17:30:16 GMT

Hi @DiRush

Thanks for coming to the community.

Our mobile care team would be the correct team to go through all your options with you for the upgrades, if you would like to discuss this further please give us another call on 150.

Leanne.

Re: Why don't we get better deals than new customers?

bristolian — Tue, 27 Sep 2022 17:36:40 GMT

@Vicky35 wrote:

I have been with EE for 10 years and my latest sim only contract is due to end on 19th Sept.

EE contracts don't end, they just exit the minimum term and then continue as normal.

Are you happy with your existing plan? If you are, it will continue.

Re: Why don't we get better deals than new customers?

DiRush — Tue, 27 Sep 2022 17:39:33 GMT

Hi, I went through my options and was basically told there were non. In comparison to other networks, the deals on offer are shockingly rubbish. On a comparison site EE does not appear until at least 25th up the list, when in order of monthly cost. All I got told was EE is the best network. Well Tbh recently my calls and data are constantly dropping out. I was told this was because of improvement works and that it would not be long, maybe 2 months before 5g was available. We have 3 contracts, 2 since tmobile and my daughters who has been on for 3yrs. I can switch networks and gets £15gb for £8pm. They will not match deals or do anything on phone, but tell me their offers are better than shops. How does that persuade a long time customer to stay???

Re: Why don't we get better deals than new customers?

bristolian — Tue, 27 Sep 2022 17:43:31 GMT

@DiRush wrote:

Well Tbh recently my calls and data are constantly dropping out. I was told this was because of improvement works and that it would not be long, maybe 2 months before 5g was available.

Have you reported your problems with call drops? There's no reason for needing 5G in this scenario.

Re: Why don't we get better deals than new customers?

DiRush — Tue, 27 Sep 2022 17:44:56 GMT

TBH I would've liked a little more data, but this was not even an option for dicussion. I was just told I was getting a good deal for the money. In comparison to EE contracts on offer at minute to new customers, that's is definitely not the case. There's a slight difference between 10gb & 125gb. I was made all sorts of promises last year and then lied to by multiple customer service operators at EE, so not the best confidence in them at the moment!

Re: Why don't we get better deals than new customers?

Vicky35 — Tue, 27 Sep 2022 20:46:02 GMT

Its awful isn't it.

I'm having issues with no signal in areas where I used to get signal, also have been on 3g in some places that used to be 4g+ and I get to keep all this if I renew for an extra cost?!

Re: Why don't we get better deals than new customers?

Vicky35 — Tue, 27 Sep 2022 20:47:41 GMT

Is there anything you could offer us for the deal we have both been quoted?

Re: Why don't we get better deals than new customers?

DiRush — Tue, 27 Sep 2022 20:47:56 GMT

Yes, issues have been reported and nothing getting done. Keep saying issues in area fixed, but no improvement.

Re: Why don't we get better deals than new customers?

DiRush — Tue, 27 Sep 2022 20:52:49 GMT

I seem to get a lot of excuses, but nothing getting done. My daughters phone using a ridiculous amount of data and I've asked they investigate. I've done everything suggested to sort the situation, turned off mobile data on apps and was told a different fix the other day, so trying that. Phone can use 1gb a day in data, so balance doesn't go far! Calls constantly dropping and I just get told its because they making improvements, but why not warn customers 🤷‍♀️

Re: Why don't we get better deals than new customers?

DiRush — Tue, 27 Sep 2022 20:54:44 GMT

And the fact they won't honour blue light card whichever way you purchase is ridiculous!!!

Re: Why don't we get better deals than new customers?

Username5025 — Tue, 27 Sep 2022 22:26:38 GMT

I gave a blue light code over the phone. They verified The code exists and put the order through. I know lots of others who did it too. So I’d argue that’s incorrect about online only.