topic Re: How seriously are EE on customers loyalty? in Contracts & Billing

How seriously are EE on customers loyalty?

Raj37 — Fri, 08 Dec 2023 08:32:58 GMT

I've been a loyal customer with EE for 17+ years now and built up a reaonable loyalty discount with them over these years. I have recently been moved over by EE to another contract with out my explicit concent and as part of the move I have lost all my loyalty discounts and also been updold a services I do not need.

When I spoke to EE customer services, they said your old contract has been discontinued and no longer exists, but I know other you are still on the same old contact I was on and they have not been informed of any changes to there contacts or services.

Has anyone else experienced this behaviour from EE? is it worth me continuing to be a loyal customer with EE or should I consider mover to and other provider who is will to look after their loyal customers?

Re: How seriously are EE on customers loyalty?

Christopher_G — Fri, 08 Dec 2023 10:43:42 GMT

Hi @Raj37

Welcome to the community.

It's fantastic that you've been with us so long, thank you for that. 🙂 The upgrades team have a list of plans and offers available to you, and they're all from our current range.

Chris

Re: How seriously are EE on customers loyalty?

Raj37 — Fri, 08 Dec 2023 20:01:56 GMT

Thank you Chris for taking the time to read my post, but you haven't really addressed any of my questions or provided any meaningful feedback.

Re: How seriously are EE on customers loyalty?

James_B — Sat, 09 Dec 2023 09:57:40 GMT

Hi @Raj37,

Sorry, as we can't access your account via the community forum, we're unable to comment on your account specific query.

If you'd like to discuss your account, please get in touch with Customer Care.

Thanks 🙂

James

Re: How seriously are EE on customers loyalty?

Raj37 — Sat, 09 Dec 2023 14:30:32 GMT

Hi James, Thank you for taking the time to reply. I have already previously spoken with EE customer care team and asked them to reinstate my loyalty rewards. They told me they do not have the a ability to do give me my loyalty rewards back. Hence my post to the wider community on here asking to help me with what I should do next.

If I speak with EE customer care again will they reinstate my loyalty reward I have accumulated over the past 17 years? Or does EE now not reward loyal customers anymore?

Re: How seriously are EE on customers loyalty?

James_B — Sat, 09 Dec 2023 15:50:50 GMT

Hi @Raj37,

We aren't able to view your account details to check your eligibility for any particular plans or discounts.

Our Customer Care Team are best placed to help you.

James

Re: How seriously are EE on customers loyalty?

Raj37 — Sat, 09 Dec 2023 17:54:42 GMT

Hi James,

Thank you again for reading my post. I am not asking for any thing extra for being a loyal customer but just to reinstate my loyalty discount that has now been taken away from me or at least explain why my loyalty discount has been taken away from me and my mobile phone plan contract changed without my concent.

Is it now the case EE do not reward loyal customers anymore?

I'm sure the EE community would like to know EE feedback to this question. Once I have EE's answer to this question, I'll will definitely get in touch with EE customer care. So please do not avoid this question and do your best to give me and the community members a clear answer.

Raj37

Re: How seriously are EE on customers loyalty?

James_B — Sun, 10 Dec 2023 09:32:47 GMT

Hi @Raj37,

Eligibility for any discounts outside of the promotions currently advertised in our online or retail stores would be specific to your individual account.

Our Customer Care Team will be happy to check the personal offers available to you.

James

Re: How seriously are EE on customers loyalty?

Raj37 — Sun, 10 Dec 2023 10:57:48 GMT

Hi James,

Thank you for taking the time to read my post.

I'm not sure if you complete understand my question on here. I am not asking if I am eligible for loyalty discounts, my eligibility for loyalty discount was already established. Recently EE have now taken these discounts away from me and changed my contract with out my consent. I have raised this to EE customer care last month and still as of this date I have not heard back from them.

I am asking if EE would reinstate the discount I had been previously given or explain why EE have been taken away and acted in this manner.

Hence my question:

Is it now the case EE do not reward loyal customers anymore?

I am sure the wider EE community would like to know EE thoughts on the matter.

Raj37

Re: How seriously are EE on customers loyalty?

James_B — Sun, 10 Dec 2023 11:59:49 GMT

I understand your query, @Raj37, I'm just not able to answer if the particular discount you have had in the past is still available as we can't access your account via the community.

James

Re: How seriously are EE on customers loyalty?

XRaySpeX — Sun, 10 Dec 2023 20:40:58 GMT

@Raj37 : We understand your Qs perfectly. Your previous eligibility for certain discounts & the reason these have been removed is a matter of your specific a/c & cannot be addressed by this Community which can have no access to your specific account.

Re: How seriously are EE on customers loyalty?

Merlinjake — Fri, 12 Jan 2024 17:08:08 GMT

I have been with EE for over 22 years, I had a number previously that was deleted because of a mistake made on EE's side, but not too fused about that one. Though it was a good number that I had for 18 years I'm over it 👍.

Anyways history aside, I have never questioned the possibilities of loyalty discounts, I assume it'd be along the line of calling customer care team and tell them you're thinking of leaving and explaining in favour of a competitor offering a better price. Then maybe you'd be offered something.

I know EE was recently in the news for over charging customers in upgrade contracts, so maybe it's company policy. Not illegal but immoral.

Staff can't do much about it. Just try your luck.

Re: How seriously are EE on customers loyalty?

kabelukas — Fri, 07 Jun 2024 11:44:55 GMT

I disappointed with EE no loyalty discount I have 4contract before left 1 I save 54pound per month now and I planing quit from EE with my last contract

Re: How seriously are EE on customers loyalty?

Luke-59 — Wed, 15 Jan 2025 00:23:02 GMT

Hello there

I also had issues with EE when I spoken to them over the phone in the upgrade upon I’ve been promised that my add-ons would move over to the new plan, but I lost one of my add-ons. I wanted to keep all my new plan they promised me I wouldn’t lose any of my add-ons when I swap my plan. Everything was going to be the same when I upgraded my plan unfinished speaking to them on the phone. I close my app and reopen the app I checked my add-ons and one of my addons was missing like always EE always records the calls so I asked them to listen into the recording phone call with this upgrade team . I had so much problems with EE so the ad on I had before it was for free but when I upgraded now it’s showing how to pay for it but I’ve been promised that it should be free on my account from upgrades when I take out my plan so so I got discounted on

£10.00 Loyalty .!

I just wish they can do better service.

I also ask them if I can speak to a manager . and they wouldn’t put me through to them. It sounds like the manager keeps giving him feedback and the E guide comes back to me with a update when I requested to speak to a manager over the phone.

Re: How seriously are EE on customers loyalty?

Tonmb — Sat, 29 Nov 2025 04:21:45 GMT

I had a similar issue with EE as I’d gained loyalty discounts by them wanting to retain me as a loyal customer… about £15…

suddenly when my contract ended, they wanted to charge full price and no more loyalty discount. I rejected and stayed on the existing 4G contract.

The answer you’re seeking is one that they don’t like to explain, but it comes down to loyalty no longer being valued, as they want to give discounts only to new customers.

Re: How seriously are EE on customers loyalty?

Raj37 — Sat, 29 Nov 2025 14:03:32 GMT

Absolutely agree. I wasn’t even given the choice to stay on 4G – they forced me straight onto a 5G contract. After being with EE for over 17 years, it’s outrageous how they treat loyal customers. It’s clear they only care about chasing new sign-ups with flashy deals, while long-term customers get pushed aside and penalised. Loyalty means nothing to them anymore.