topic Re: Two year contract at an end. Why am I still paying for the phone. in Contracts & Billing

Two year contract at an end. Why am I still paying for the phone.

Penelope2 — Wed, 26 Jan 2022 00:02:18 GMT

Why am I still being charged the full amount as my contract has ended.

Re: Two year contract at an end. Why am I still paying for the phone.

Profile closed — Wed, 26 Jan 2022 00:23:31 GMT

on EE the plan and device cost isn't separate you will need to swap to a sim only contract for your monthly cost to be lowered.

Thanks,

David

Re: Two year contract at an end. Why am I still paying for the phone.

mikeliuk — Wed, 26 Jan 2022 00:24:49 GMT

Hi @Penelope2 ,

You need to upgrade to SIM-only or make some other Plan/contract change as your monthly cost has been engrossed by the cost of the device but the contract transitions to rolling one month at essentially the same price so you will be disadvantaged if you yet let it run by paying more than you need to.

Re: Two year contract at an end. Why am I still paying for the phone.

XRaySpeX — Wed, 26 Jan 2022 00:43:55 GMT

These mobile contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the same price on a rolling 30-days' notice basis until you explicitly cancel or upgrade. There will however be a 10% discount after 3 months.

EE has no concept of paying off the handset. You agreed to pay the same price for the full duration of the contract. You may always choose to upgrade your contract to a cheaper SIM-Only contract within the last 45 days of your contract term.

Re: Two year contract at an end. Why am I still paying for the phone.

Dfson46 — Mon, 13 Feb 2023 11:13:28 GMT

So you pay for your phone twice as the device is included in the plans

Re: Two year contract at an end. Why am I still paying for the phone.

Dfson46 — Mon, 13 Feb 2023 11:15:48 GMT

If my contract ends use must be taking my money without permission after my personal contract finishes is that not theft ?

Re: Two year contract at an end. Why am I still paying for the phone.

James_B — Mon, 13 Feb 2023 12:58:58 GMT

Hi @Dfson46,

Welcome to the EE Community.

At the end of your contract's minimum term, your plan continues on 30 day rolling basis.

If you'd like to upgrade your phone or switch to a SIM only plan, please visit shop.ee.co.uk/ee-upgrades.

If you'd like to cancel your plan, please get in touch on 150.

Thanks

James

Re: Two year contract at an end. Why am I still paying for the phone.

XRaySpeX — Mon, 13 Feb 2023 13:19:34 GMT

@Dfson46 : These mobile contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the same price on a rolling 30-days' notice basis until you explicitly cancel, upgrade or port your no. away. There will however be a 10% discount after 3 months.

EE's contracts have no concept of paying off the handset. You agreed to pay the same price for the full duration of the contract.

Re: Two year contract at an end. Why am I still paying for the phone.

LarisaW — Sat, 04 Mar 2023 09:25:05 GMT

This is a con / fraud on behalf of EE.
if I am taking a plan to pay for a device for 2 years plus the connection fee then after 2 years the repayment for a device should stop whilst the connection fee carries on. The plan should drop be reduced to show that you have paid for a device.
EE are not doing it now but they used to do it and put responsibility on customers to call them which is in a way a fraud to take money from customers for nothing as device has been paid for! They are making money on customers hoping they will forget like I for example to call them (to be honest I didn’t know I needed to! I thought it would end automatically and the bill will be readjusted) . So I am going to take this further as this is a scheme to scan customers especially taking advantage of vulnerable people and those who forget and cannot track / monitor their contracts. This is clearly unfair scheme and only benefits EE. What a shame EE. Where is your transparency, fairness and customer service here??

Re: Two year contract at an end. Why am I still paying for the phone.

Christopher_G — Sat, 04 Mar 2023 09:42:59 GMT

Hi @LarisaW

All contracts require 30 days notice to cancel and there are a few ways of doing it depending on what you want to do with the phone number once it ends. Have you discussed this with our Mobile Care team? They'll be able to open a complaint for you.

How do I cancel my contract with EE? | Help | EE

Chris

Re: Two year contract at an end. Why am I still paying for the phone.

bristolian — Sat, 04 Mar 2023 09:57:21 GMT

@LarisaW wrote:

if I am taking a plan to pay for a device for 2 years plus the connection fee then after 2 years the repayment for a device should stop whilst the connection fee carries on. The plan should drop be reduced to show that you have paid for a device.

If you take two separate contracts as you've described, then the device plan is indeed a fixed term of (usually) 24 or 36 months while the airtime plan comes with a minimum term only.

When the fixed term contract ends, your monthly costs drop. EE's standard contracts are not structured in this way.

Re: Two year contract at an end. Why am I still paying for the phone.

Mr_Fields — Tue, 04 Jul 2023 09:23:56 GMT

Does t explain the lack of care from EE when you contact them at end of contract to maintain as sim only but 9 months on you are still fighting for this and have paid £1000 extra for the handset and charges inflate past the original terms more than 50% because they say inflation. The worst customer service I’ve ever dealt with - the k key reason I stay is because it a a business account and I have multiple contracts. All expiring and 2 past expiry but still not sim only even after request for change - 9 months overpaid! Yet I won’t receive any refund and I doubt I’ll have any change to my plan until I leave the company. Absolute joke

Re: Two year contract at an end. Why am I still paying for the phone.

Mr_Fields — Tue, 04 Jul 2023 09:28:25 GMT

I have the same issue and I have contacted for 9 months yet no change or refund.this is now the start of another month with the same issue and no help from EE or change. So do I get my refund for your incompetence ?or do I miss out because of your incompetence and lack of ability to comply with requests.

Re: Two year contract at an end. Why am I still paying for the phone.

Leanne_T — Tue, 04 Jul 2023 11:06:21 GMT

Hi @Mr_Fields

I'm sorry to hear this has happened.

How did you request to change to SIM Only after the contract ended?

What have our mobile care team advised when you last spoke to them?

Leanne 🙂

Re: Two year contract at an end. Why am I still paying for the phone.

Chris_B — Tue, 04 Jul 2023 12:38:29 GMT

@Mr_Fields You can upgrade via the account to sim only, why have you let this run for 9 months when you can make this change yourself via your own online account. Why has it taken you 9 months to find help on this ?

Re: Two year contract at an end. Why am I still paying for the phone.

hshamallakh — Wed, 19 Jul 2023 14:40:11 GMT

The only operator that will switch you to SIM only at the end of your Handset contract is O2, the rest (Vodafone, Three, and EE) will continue charging you and claim that we contacted you to upgrade but you didn't respond so we will continue to rip you off and won't refund. I left my contract 30 month with Three paying for a handset that is paid in already.

in my opinion a we need to sue them in a group case so that they stop such rip off practice.. This is theft.

Re: Two year contract at an end. Why am I still paying for the phone.

Alex_M — Wed, 19 Jul 2023 16:50:44 GMT

It is not EE’s fault that you did not understand the terms of the contract that you signed. When taking out the plan you agreed to a minimum term of X months, and it will have clearly explained that at the end of the minimum term you will move to a 30 day rolling contract. Most providers do this.

All you had to do was ring up and either give your 30 days notice or upgrade to sim-only.

Thanks,

Alex

Re: Two year contract at an end. Why am I still paying for the phone.

hshamallakh — Wed, 19 Jul 2023 17:46:13 GMT

This is what they supposed to do .. but they don't and they won't .. EE, Vodafone and Three didn't agree on Ofcom request to move people to 30 days SIM only rolling contract, they will continue charging the customer the full contract price .. hence the 182 million / years earning from overcharging customers like us .. So it isn't ethical nor legal .. the only way they get aaway with it is that the contract isn't clear about when they will stop the charging of the (SIM + Phone) payment .. Straight rip off

Re: Two year contract at an end. Why am I still paying for the phone.

Chris_B — Wed, 19 Jul 2023 19:16:18 GMT

@hshamallakh Then you take out a contract where the handset and tariff are 2 separate bills. Once the phone is paid off that bill stops. You’ll pay that handset off over 3 years. And yes EE offer these just like 02.

Nothing stopping anyone from upgrading to a sim only once they are within the upgrade period. Not reading and understanding the contract isn’t EEs fault. Not paying attention to your EE account that says when you can upgrade isn’t EEs fault. I just love it when people blame the network because they don’t read contracts or even pay attention to their own accounts that actually give the information that the contract is almost up.

PS yes it’s legal as you agreed to the contract and what happens at the minimum term if you don’t upgrade. So what you are really saying is you didn’t understand the contract or didn’t read it but you agreed to anyway.

Re: Two year contract at an end. Why am I still paying for the phone.

Ericboxer05 — Wed, 23 Aug 2023 17:09:43 GMT

Just get rid of them. My 2 contracts are up soon and I'll be off. Why should you carry on paying for a handset that is already paid off. ? Go to Sky, Tesco . Also no yearly price increases.