topic Re: mobile discount in Contracts & Billing

mobile discount

sospan1 — Thu, 16 May 2024 19:04:43 GMT

I am new to EE and ordered home fibre broadband in the shop on 7th April. I was persuaded to also take out a SIM only mobile contract as I would save £20 a month as a broadband customer, which I was happy to do.

My broadband has been delayed by Openreach, so I am still waiting for that, meanwhile I have had 2 mobile bills of £39 instead of the expected £19. I have tried repeatedly querying this online, on phone and back in the shop but not getting anywhere.

i understand I am technically not yet an EE broadband customer, but am not happy with the delay in getting fibre and being charged much more for my mobile than previously due to the loss of the £20 monthly discount.

Is it reasonable to expect the £20 discount? I was told in the shop that it would apply immediately as I was taking out fibre, to and mobile contracts.

Re: mobile discount

Christopher_G — Fri, 17 May 2024 06:45:01 GMT

Hi @sospan1

Welcome to the community.

What happened when you called and popped back into the store? What did they say about this?

Chris

Re: mobile discount

sospan1 — Fri, 17 May 2024 14:16:30 GMT

Guy in the store checked online, said that my issue had been dealt with following my phone call and that the relevant discounts had now been applied and would be adjusted next bill- which was a few days ago, and no adjustment.

have had 2 bills of £39, and can’t seem to see how to get it corrected. Have also had a message saying my complaint had been closed.

Re: mobile discount

Christopher_G — Fri, 17 May 2024 14:41:25 GMT

Was the bill produced after the conversation that you had with the store and over the phone, @sospan1?

Chris

Re: mobile discount

sospan1 — Fri, 17 May 2024 14:55:21 GMT

he said he could see the discounts had been applied and would be on the May billl - which has now been taken from my account without any correction

Re: mobile discount

Christopher_G — Fri, 17 May 2024 15:00:44 GMT

OK, thanks @sospan1

We don't have access to your account here in the community. If you give our Mobile Care team a call, they'll be able to check it for you.

Let us know what happens please.

Chris