topic Plan.com in Contracts & Billing

Plan.com

PhilStew — Wed, 03 Jan 2024 11:58:22 GMT

Just had a call from someone claiming to be from Plan.com. They claimed to be working in partnership with EE and were offering to give me an upgrade. I was suspicious as they didn't have much of my information to hand. The number they used to call me was:07488808135. Was this a legitimate call?

Re: Plan.com

Christopher_G — Wed, 03 Jan 2024 18:35:06 GMT

Hi @PhilStew

Plan.com are a Mobile Virtual Network Operator (MVNO), who are partnered with BT Wholesale. They have their own customer base that use the EE mobile network.

If you would like to upgrade directly with EE, you can do so through your EE Online account.

Chris

Re: Plan.com

Chris_B — Wed, 03 Jan 2024 18:58:23 GMT

@PhilStew Basically they was trying to get you to change network providers ie go with them but not actually giving you that information and saying it was an upgrade

@Christopher_G Thats disgraceful that a NVNO network was trying to do that and cover it as an upgrade. I think someone should be having a world with them about underhanded sale tactics.

Re: Plan.com

PhilStew — Wed, 03 Jan 2024 20:24:30 GMT

Hi Chris

Thanks for getting back to me and clearing that up. That's good to know but I would much rather deal with EE directly.

Thanks again.

Phil

Re: Plan.com

MO5411 — Sun, 18 Feb 2024 09:21:23 GMT

Dear Chris,

I too have been contacted by plan.com. I thought I was talking to EE so I proceeded as I have been with the company for quite a few years. They sent me a letter and a sim card. I took the sim card to the local EE branch in Clydebank, Scotland. G82. Staff inserted the card but it did not work. We re-inserted the original sim card. A few days later it's obsolete. I returned to the shop. Manager said I was no longer an EE customer; they couldn't help. Situation atm: no calls/texts/emails. I have a family member critically ill in hospital and no-one can contact me. My means of communication are extremely limited.

My number ends in 928. Pin number as of 29.09.23 - ends ***. From those details you could contact me on Facebook or I will come back tomorrow morning to check for answers. I really need help and advice, please.

MO5411.

[Mod edit: personal details removed from the forum]

Re: Plan.com

Leanne_T — Sun, 18 Feb 2024 09:39:56 GMT

Hi there @MO5411

I am very sorry to hear about your family member and understand how important having service at this time would be.

If the contract is now with Plan.com we won't have any access to the account and to get this sorted for you. Please get in touch with Plan.com and they can get this fully looked into for you.

Leanne.

Re: Plan.com

jk52 — Tue, 07 May 2024 11:14:57 GMT

They call me daily from 0121-732-9735. I'm starting to get slightly irritated.

Re: Plan.com

Leanne_T — Tue, 07 May 2024 11:27:43 GMT

Hi @jk52

Have you blocked the number from calling you in your phone settings?

Leanne.

Re: Plan.com

250WMM — Mon, 03 Jun 2024 13:45:57 GMT

So why are they so much cheaper than EE?

Re: Plan.com

Gazza1234 — Mon, 24 Jun 2024 12:46:22 GMT

It seems that EE went in to some partnership with Plan.com where Plan.com have the contract but use the EE network and EE profit from this.I don't know if EE still have this relationship with them or not. However Plan.com have been getting a lot of bad publicity due to the deceptive practices of their third party cold callers who are ruthless and blatantly lie to people saying they are from EE and are just renewing their contract. They then tie people into un-cancelable 3 year business contracts. BBC radio You and Yours did a programme about them., they have been written about in the Guardian and the Telegraph.

I came across them when a friend who was on an O2 contract were cold called and he was lied to saying they were renewing his O2 contract. His phone went dead a week later and he found out that he now had a 3 year contract with Plan.com.

I wrote to Ofcom and they said that this practice is known as "Slamming" and it is illegal.

As you will notice here EE will say that they cannot help customers who this happened to because the contract is no longer with EE. You would expect that EE on finding out that their former customers are being put on deceptive business contracts with Plan.com would end their relationship with Plan.com and refuse to deal with them but I guess this is not the case. But then this does mean that EE may be profiting from the misery that their former customers are going through by being put on fraudulently obtained contracts. If you look at the O2 website you see that Plan.com are one of their Trusted Partners. O2 have had possibly thousands of customers complain of this happening to them but O2 seem to be doing nothing about it. When I write to them they ignore my letters. It needs an MP to take this on and hold Plan.com, EE and O2 to account and to stop people being scammed. We are all warned about scammers but what are you to do when the caller says they are from EE? What are you to do when you are on a 3 year Business Plan you didn't want with a company you have never heard of? And if you try to appeal to Plan.com to cancel the contract they will demand usually thousands of pounds to do this. And yet Ofcom seem also to be unable to help the victims. It is a sorry state of affairs.

Re: Plan.com

MureeSquires — Wed, 18 Dec 2024 12:25:31 GMT

Exactly the same thing happened to me with O2. I hade been with O2 for years then one day a caller from Plan.com said they were from O2 business & it would be cheaper. Next thing I know I’m in an awful 3 year contract with no roaming without paying a lot extra, no new phone etc. can get out of this after 2 years?
O2 didn not want to know.

Re: Plan.com

Gazza1234 — Wed, 18 Dec 2024 15:36:43 GMT

If you have been with them for 2 years already then I guess it would be difficult to get out. I would suggest doing a freedom of information request, FOI, and ask them for an unedited audio copy of the original call where they sold you the contract. By law they have to keep these recordings (but for how long I don't know). They have a month from your request to provide it. This is the evidence that you need if they lied to you about being from O2 and if they failed to mention that the contract was a non canceallable 3 year contract. If the recording shows they misled you then they most likely will ignore your request or try to edit the recording (according to others). You then could consider telling them that their failure to provide the recording proving it was a 3 year contractwith O2 allows you to withdraw after 2 years.

The option many take is to go through the Ombudsman and they do this on your behalf. I guess you would say that you thought or were told it was a 2 year contract with O2. The ombudsman are well aware of Plan.com and it may be your best option.

However all of the above takes time and is a hassle. You may be better off just seeing the contract through if there is only 1 year left on it. Make sure that you inform them WELL in advance of the contract end that you will not be renewing and send by post and email, keep posting records and copies, and just make sure that they know and you can prove it. Then as soon as your contract is up cancel the direct debit with your bank before they have any chance to take more money from you. There have been reports where they keep taking the money from the bank every month even though the contract has ended, so make sure they can't do this. Some people have also said that Plan.com still went ahead and renewed them on to another 3 year contract without their permission, so make sure to stop that happening in advance of the contract ending by clearly telling them and cancelling the direct debit as soon as the contract finishes.

Good luck

Re: Plan.com

DDDD123 — Fri, 31 Jan 2025 16:39:01 GMT

Did the same to my Mrs signed her up on a 36 month contact claiming to be from EE biggest scam ever worst thing we done BEWARE trading standards should look in to them and ofcom

Re: Plan.com

DDDD123 — Fri, 31 Jan 2025 16:44:05 GMT

Plan.com are a scam and should be able to use EE they ripped my Mrs off badly Beware x

Re: Plan.com

Gimolodien1 — Mon, 24 Feb 2025 21:05:15 GMT

Exactly the same thing happened to me but my wife took the call for the business and agreed to the change thinking it was with EE and moved all five phones that were on our plan with EE over to plan.com. I have been dealing with the ombudsman and with EE direct to try and change the situation but I now find that for the privilege of the changeover from EE that we are requires to pay a large amount to settle what was left on our bill. it has been a total nightmare and none of our fault but it has cost our business greatly and now we’re in a contract with plan.com that we don’t even want to be a part of and the service is terrible but we were hoodwinked into thinking it was an upgrade within EE. I wish somebody at EE would put a stop to this and actually get us our money back and back on an EE contract that we never wanted to change in the first place!