topic Re: Upgrades confusing in Contracts & Billing

Upgrades confusing

Stylesb — Wed, 02 Aug 2023 12:16:25 GMT

Has anyone had massive issues upgrading using EE? Every time it changes and get told something different. Discounts get taken off and apparently no longer eligible for a loyalty discount that was previously on the account. Told I had to cancel the upgrade and start again. Will be finally leaving as just fed up with extras and discounts constantly being changed every upgrade.

Re: Upgrades confusing

James_B — Wed, 02 Aug 2023 14:27:41 GMT

Hi @Stylesb,

Welcome back to the EE Community. 🙂

I'm sorry to hear you've had a problem with your upgrade.

Some loyalty discounts are only valid for the term of your contract and can't be carried over.

To discuss your options, please get in touch with our upgrades team on 150.

Thanks

James

Re: Upgrades confusing

Stylesb — Wed, 02 Aug 2023 18:10:21 GMT

I called 150 earlier to be told they couldn’t help me and I was best to cancel my upgrade so I have. I now can’t get a straight answer about how I can leave as I’m being sent in circles. I called up last week and was told to upgrade online, didn’t work so called up today to be told I should have called and not done online. Being messed around everytime

Re: Upgrades confusing

Stylesb — Wed, 02 Aug 2023 18:16:55 GMT

I can’t even now leave EE without going round in circles I feel like the friends episode trying to quit the gym!

Re: Upgrades confusing

XRaySpeX — Wed, 02 Aug 2023 18:30:56 GMT

If you are wanting to cease your mobile contract completely you need to phone EE giving 30 days notice of cancellation of your contract. Otherwise if you intend to move to another network, either taking your existing no. with you or not, get your PAC or STAC respectively from EE & give it to your new provider. If you are still within your min term you will be liable to pay early termination fees for the rest of the term. It will basically be months left x monthly charge - 4%.

Re: Upgrades confusing

Stylesb — Wed, 02 Aug 2023 18:59:08 GMT

I’m trying to find out how long I have left on my contract to then quit but can’t get a straight answer. Because I cancelled an upgrade it is saying two years from now. I last upgraded July 21 so assume my two years is up now although one person said correct and I’m now on a rolling contract, another has said I apparently have to wait until sept. I’ve also had my data now put to zero which hasn’t helped. Customer service won’t help and being on hold to retention team goes nowhere. I then used live chat and got no answers, the 15 minute wait for the retention team came and went. Connected to one agent who instantly put me to someone else and now the wait time is 2 hours. I get the company want to make it hard to leave but this is ridiculous.

Re: Upgrades confusing

Katie_B — Thu, 03 Aug 2023 07:40:38 GMT

Hello @Stylesb.

When did you cancel your upgrade? it could be the system has not yet reverted back to your original plan.

Since your post last night did you manage to get this resolved?

Katie

Re: Upgrades confusing

Stylesb — Fri, 04 Aug 2023 06:45:52 GMT

Not really, I’ve said just cancel the upgrade and then terminate my rolling contract which I was originally lied to about as it was up in July not September as customer services tried to tell me. Annoyingly EE have removed all my data for some reason, seemingly as a punishment for daring to leave. I don’t have an end date as I was told it would be as soon as the cancelled upgrade was completed which could be up to 5 days. Considering I never even received the phone is a bit much.

Re: Upgrades confusing

Katie_B — Fri, 04 Aug 2023 06:49:29 GMT

Hi @Stylesb.

Please be assured that data won't be removed as a punishment for wishing to leave.

Although we will be sorry to hear you leave the network this is entirely your choice and something we will be happy to help process for you. Have you been back in touch with our customer care team?

I really want to help get this resolved for you.

Katie

Re: Upgrades confusing

Stylesb — Fri, 04 Aug 2023 13:29:07 GMT

Must be just coincidence that the exact day I cancel my subscription my remaining data goes to 0bytes when earlier that day I had used less than half the 40gb allowance. I’ve now had a text from EE trying to sell me more data. I requested a call back I haven’t received and still waiting for the contracts to be cancelled as still don’t know when that will be. The retention team said they would cancel everything but I don’t have a date. Presume I need to wait for that before I can move my number?

Re: Upgrades confusing

Katie_B — Fri, 04 Aug 2023 13:34:00 GMT

Hi @Stylesb.

Did you request a PAC code?

As soon as you provide your PAC code to your new provider and your number transfers over your account will be closed.

If you are cancelling without a PAC code then this would be 30 days from when you placed your notice.

Katie

Re: Upgrades confusing

Stylesb — Fri, 04 Aug 2023 17:13:17 GMT

I was literally told my contract could be immediately cancelled once the simo contract was removed from the account. I’ve got that in writing from customer services. I also imagine i can’t request the PAC code until the simo contract is removed which can take up to 5 days.

Re: Upgrades confusing

Christopher_G — Sat, 05 Aug 2023 07:24:52 GMT

That is something you would need to speak to our customer service team about, @Stylesb

The process that @Katie_B mentioned is standard process.

Chris

Re: Upgrades confusing

Stylesb — Sat, 05 Aug 2023 08:53:26 GMT

I have all the screen shots of the chat as assumed something else would change as part of this process trying to leave. So far there has been a lot of contradictory information given by various teams at EE.

Re: Upgrades confusing

Samb24 — Sun, 19 Jan 2025 23:36:32 GMT

Yes agree seems like loyalty does not count the same as before.