topic Re: EE shop poorly advising OAP in Contracts & Billing

EE shop poorly advising OAP

insert_name — Sun, 21 Jul 2024 15:41:57 GMT

My mum has EE fibre, phoneline and mobile SIM only, she had some issue with her email, which EE do not provide, it's a third party email provider which my mother was not aware of as I set it up and rather than bother me she thought she'd ask the EE shop in Brighton if they could help, she went in, explained the email issue (failing to connect to the email server) on her desktop PC, mobile phone and ipad and the store assistant spoke to her manager and upgraded her sim only to a new contract. She was on a £10 a month / 10GB sim only and now she's got unlimited for £10 on a rolling monthly contract....great, on first appearance no real issue, no more money so what's my issue ?

Well firstly this had no relevence in fixing her email, they made no attempt to solve it other than saying this new contract would sort it out, obviously complete nonsense, secondly I see on her EE account they've got her on a £30 a month SIM only reduced to £10 a month - fine until next March when the 3.9% plus RPI kicks in which I am sure is based on the non discounted price, so her contract increase is based on £30 and not £10 which I guess might be around £14 instead of £11.30

Are EE store staff being encouraged to upsell when utterly unnecessary and unwanted, especilally the less tech savvy OAPs, and get them onto a product that at first glance appears not bad but doesn't factor in the RPI ?

Or am I being super cynical? 😄

OK slightly ranty but was annoyed when my mum told me the story....while I fixed her email.

Re: EE shop poorly advising OAP

XRaySpeX — Sun, 21 Jul 2024 16:00:50 GMT

I dunno where you get your figures from, but it's probably not as bad as you think.

The CPI+ 3.9% increases stop this year. From next year the price increase will be £1.50 pm regardless of the price & size of the plan.

Re: EE shop poorly advising OAP

insert_name — Sun, 21 Jul 2024 16:56:41 GMT

Hi @XRaySpeX - ah that's good news, I wasn't aware of it So hopefully nothing to worry about...I'm still perplexed why they changed her SIM only account when it would never solve the problem, presumably to keep their 'sales' activity up for the month and unlimited for £10 on 30 day contract isn't so bad if there's no nasty yearly hikes.

Re: EE shop poorly advising OAP

Leanne_T — Mon, 22 Jul 2024 07:02:08 GMT

Morning @insert_name

Thanks for coming back to the community.

I am sorry to hear of your Mum's experience, if you and your Mum would like to discuss the SIM Plan upgrade, please call us on 150. Or pop back into the store to get this looked into and see why this was offered.

Thanks 🙂

Leanne.