topic Re: Disgusted as an existing EE Customer in Contracts & Billing

Disgusted as an existing EE Customer

Bass66 — Mon, 16 Dec 2024 15:50:50 GMT

I was with BT for several years and was offered a better deal with EE with my broadband and TV package which is the top priced package.This weekend I saw a deal of £29-99 for broadband to new customers.i am paying £46-99 for the same deal so £17 a month more so £204 a year more.i contacted customer services and spoke to 3 different levels to voice my complaint being a loyal customer ending up with an executive manager on each level I was told I’d agreed a contract and that I had to basically like it or lump it and the executive manager told me he would close my contract so I could go elsewhere to another provider.Is this the way EE looks after an existing customer I feel this is a disgrace to not even negotiate a resolution. If the difference in price was minimal I could understand but £17 a month is a lot to swallow.Please let me know your comments

Re: Disgusted as an existing EE Customer

XRaySpeX — Mon, 16 Dec 2024 16:40:29 GMT

Which BB package is that? Where do you see the top priced package @ £29.99? I can only see it @ £69.99.

Re: Disgusted as an existing EE Customer

Matt_124 — Mon, 16 Dec 2024 16:49:48 GMT

Is that £46.99 for the broadband component of your package only?

Do you know what your plan name and speed is? (Is it an Essentials/All Rounder/Full Works plan?)

Re: Disgusted as an existing EE Customer

Northerner — Mon, 16 Dec 2024 18:25:17 GMT

Hi @Bass66

Prices change al, the time and your contract price is what you agreed at the time.

This has nothing to do wil loyalty and may even be a limited time promotion.

Thanks

Re: Disgusted as an existing EE Customer

Bass66 — Wed, 18 Dec 2024 13:07:59 GMT

Yes it is the charge for my Broadband fibre 67 £46-99 I pay £124-99 for a full works package.

EE’s attitude stinks of we’ve got you under contract so like it or lump it or go elsewhere as we’re not going to reduce the price for loyal customers.

Re: Disgusted as an existing EE Customer

Bass66 — Wed, 18 Dec 2024 13:17:04 GMT

It’s Fibre 67 full works charged at 46-99 and in my area I can’t get the full speed as it’s not available yet.

For too long now large companies like EE ignore existing customers who are their bread and butter and pump for new customers.

Am I not correct in saying that the government said that all service companies should give the same prices to existing customers that they offer to new customers. That didn’t last long did it !!!!!!

Re: Disgusted as an existing EE Customer

Matt_124 — Wed, 18 Dec 2024 13:46:49 GMT

The difference is that you're on a Full Works package and as a result it looks expensive compared to a new customer on an Essentials plan.

That is why your plan is more expensive. But you get access to Smart WiFi (Wifi Discs), Cyber Security and the Smart Hybrid Connect (4G Backup) that a new customer would have to pay for separately. As well as getting a free Tech Guide visit per year that normally costs circa £30 per visit.

If you use the benefits included, the value isn't good compared to the barebones package with all of these added individually.

None of us can say why you were put onto that package, but you would have had to accept it originally and all the kit would have turned up at your door.

Re: Disgusted as an existing EE Customer

Matt_124 — Wed, 18 Dec 2024 16:17:07 GMT

Just to correct the typo in my previous post that i've noticed outside of the edit time, I meant to say that it is good value compared to paying for all of the benefits separately on an Essentials plan.

"If you use the benefits included, the value is good/isn't bad compared to the barebones package with all of these added individually."

This is how the original comment should have read, my apologies.