topic Paid even though contract expired in Contracts & Billing

Paid even though contract expired

DOMJ94 — Thu, 17 Oct 2024 00:00:42 GMT

I got a replacement phone last week as someone tried to steal mine and broke it.

I called EE and got a replacement easily but got told that my contract had expired in July even though ZI never got a notification about it and have been paying since then as it always reminds me to pay for the contract.

What do I do as I have essentially paid for three months which shouldn't have been paid at all as the contract had ended?

Re: Paid even though contract expired

XRaySpeX — Thu, 17 Oct 2024 00:24:39 GMT

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.

Re: Paid even though contract expired

Rach_H — Tue, 22 Oct 2024 15:04:21 GMT

Hi @DOMJ94,

Welcome to the Community!

I'm so sorry to hear about what has happened with your phone. I do hope you're okay.

We understand how important it is for you to know what is happening with your account, so we do send you a text when your plan is coming to an end, to let you know this is the case, and what your options are moving forward. You are also able to stay up-to-date with this online or your EE app.

As @XRaySpeX has said, you are now able to upgrade to a new phone now that you're out of contract, but your plan will continue until you speak with the team, as we aren't able to cancel plans without first having heard from you.

Rach