topic Re: Phone Bill in Contracts & Billing

Phone Bill

Buttoncx — Tue, 23 Jul 2024 14:54:20 GMT

I recently finished a contract with EE but it continued to keep billing me full price even after the contract ended. I feel a bit disappointed of course as the bills haven't been cheap either and I feel as though since I've paid off my phone contract, it should be reduced as I'm no longer paying for the phone, and was just wondering if this was normal and if anyone else has experienced the same? Nothing against EE and its my own fault for not upgrading sooner, I was also wondering if there was a way to avoid this in the future? As I don't want to be paying an excessive amount of money for an already bought phone at the end of the contract

Re: Phone Bill

Katie_B — Tue, 23 Jul 2024 16:20:08 GMT

Hi @Buttoncx.

Welcome to the community.

Have you been able to speak with our customer service team to get your plan changed?

Katie

Re: Phone Bill

XRaySpeX — Tue, 23 Jul 2024 16:51:59 GMT

EE's traditional contracts have no concept of paying off the handset. You agreed to pay the same price for the full duration of the total bundled contract.

These mobile contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the same price on a rolling 30-days' notice basis until you explicitly cancel, upgrade or port your no. away. There will however be a 10% discount after 3 months. You may always choose to upgrade your contract to a cheaper SIM-Only contract.

There is a way to avoid this in future by taking a flex-pay contract where the device & the plan are billed separately with the device being paid off at the end of its term.

Re: Phone Bill

bristolian — Tue, 23 Jul 2024 17:39:46 GMT

@Buttoncx wrote:

I recently finished a contract with EE but it continued to keep billing me full price even after the contract ended.

If you "finished a contract" & "the contract ended", this means you had given 30days disconnection notice and your EE service ceased. From the rest of your post, this is not what you mean.

You appear to have merely finished the minimum term, but otherwise be continuing on your existing basis? I suspect this, in which case - all customers receive outbound communications towards the end of their minimum term, advising of your various options. One of those is to continue as you are, another is to change to a SIM-only plan.

The choice of which to do, has to be the user.