topic Changing from Data pack to 24 months contract in Contracts & Billing

Changing from Data pack to 24 months contract

hdimantha — Tue, 15 Oct 2024 07:47:43 GMT

Hi everyone,

I’ve been an EE data pack user for over two years and recently decided to switch to a 24-month SIM-only contract. Last Sunday (13th of Oct), which was also the expiry date of my data pack, I called EE and found a suitable contract. The process started, but due to a technical issue, the representative was unable to complete it. He assured me he would call the next day (Monday, 14th of Oct) to finish the process.

Since my data pack was expiring that day, I had to purchase another pack (I chose the cheapest one for £10) to continue using mobile services.

As promised, the representative called on Monday and completed the contract setup. He was also kind enough to apply the £10 as a credit, acknowledging that the delay was due to the technical issue on Sunday.

However, I’m still using the £10 data pack, and it hasn’t switched to the contract yet. How can I apply the £10 credit towards my contract’s monthly payment and start using the new plan?

Thank you!

Re: Changing from Data pack to 24 months contract

Michael_D — Tue, 15 Oct 2024 11:03:50 GMT

Hi @hdimantha

Thanks for coming to the community.

When you spoke to our guides about moving over to the contract, did they say it would be the same SIM card or that they'd be sending a new one to you?

Michael

Re: Changing from Data pack to 24 months contract

hdimantha — Tue, 15 Oct 2024 11:16:22 GMT

Hi Michael,

Thank you for your reply.

They didn’t mention anything about a new SIM, and I didn’t ask because I assumed I would be using the same SIM. Is that not possible? How can I confirm for sure?

If they do send me a new SIM, how can I apply the £10 credit toward my contract’s monthly payment?

Kind regards,
Hassy

Re: Changing from Data pack to 24 months contract

Michael_D — Tue, 15 Oct 2024 11:20:04 GMT

@hdimantha

If you were told over the phone that the £10 credit would be applied to the contract, it would have been done by the guide that you spoke to, they'd apply it to the contract account so that £10 is deducted from the first bill.

In terms of the SIM, the best thing I can suggest would be to speak to our team over the phone, and they can check what is happening. I would imagine one is being sent out as if it was the same SIM it would usually be changed over within 24 hours.

Michael

Re: Changing from Data pack to 24 months contract

hdimantha — Tue, 15 Oct 2024 11:46:33 GMT

Hi Michael,

Then I think it's better to give a call and check. Thanks for the advice!

Regards,

Hassy.

Re: Changing from Data pack to 24 months contract

Michael_D — Tue, 15 Oct 2024 11:48:44 GMT

My pleasure @hdimantha

Please keep me posted with how you get on.

Michael

Re: Changing from Data pack to 24 months contract

XRaySpeX — Tue, 15 Oct 2024 13:16:40 GMT

It sounds as tho' you haven't been moved to contract yet.

What does texting AL to 150 from your no. fully report verbatim (it is free)?

Re: Changing from Data pack to 24 months contract

hdimantha — Wed, 16 Oct 2024 11:29:48 GMT

Hi everyone,

Quick update!

I called yesterday to find out what was going on with my current number, and they couldn’t figure out the issue at first. Then they suspected that the last representative may have signed me up for a separate contract. This was confirmed after they checked my postcode.

They attempted to transfer my number and credit to the new contract while I was on the phone, but they sent the verification code to the new number, which I haven’t received yet through post. After explaining this, the representative told me to call back once I have the new SIM to transfer the contract to my current number.

So now I just have to wait for the new SIM.

Thank you for your help!

Re: Changing from Data pack to 24 months contract

Peter_W — Wed, 16 Oct 2024 13:42:04 GMT

Thanks for the update @hdimantha.

I'm sorry that this hasn't been the experience we'd want when switching your contract over, but it seems like things are moving in the right direction now.

Please keep us posted on how things go 😊

Peter

Re: Changing from Data pack to 24 months contract

hdimantha — Mon, 21 Oct 2024 11:40:34 GMT

Hi all,

Final Update:

The entire process was more hectic and complicated than I expected. I kept waiting for the new SIM to arrive until Saturday, and finally decided to call EE to find out what was going on.

The representative confirmed that my new contract was active and verified my personal details, including the correct address. However, he couldn’t find any trace of the SIM and suspected it might have been lost in transit.

He offered to send a replacement, which would take another three working days. I explained that I needed the SIM urgently since it had already been a week. He then suggested that I visit an EE store with my ID to get a replacement SIM immediately. I had no choice but to go to the store to resolve the issue.

I finally got the SIM, called EE again to complete the transfer, and faced a few more issues during the process. Thankfully, everything is now sorted.

Overall, the process was far from smooth.

Regards,
Hassy

Re: Changing from Data pack to 24 months contract

Peter_W — Mon, 21 Oct 2024 13:16:28 GMT

I'm really glad to hear that you managed to get this sorted out @hdimantha, thanks for taking the time to come back and let us know too!

Do you have your number and credit transferred over now too?
Peter

Re: Changing from Data pack to 24 months contract

hdimantha — Mon, 21 Oct 2024 15:35:23 GMT

Hi Peter,

The number transfer was the first thing I did after receiving the new SIM. The representative transferred the number immediately, even before we finished our conversation, and as soon as the transfer was complete, the line dropped. I was planning to ask about my credit transfer, but I didn’t get the chance. 🙃

I had to call back to sort out the credit transfer. Fortunately, they were able to process it as well, but I’m not sure if it’s applied yet—I’ll have to wait and see. ☹️

Hassy

Re: Changing from Data pack to 24 months contract

Peter_W — Mon, 21 Oct 2024 16:01:16 GMT

Cheers @hdimantha.

This should be added to your next bill as a discount, and if you have the EE app installed you can view this once your next bill is produced.

If there's anything you're at all unsure of though, please reach out to our team and they can get everything double checked.

Peter