topic Re: Looking to leave and unable to take the offer? in Contracts & Billing

Looking to leave and unable to take the offer?

garpat32 — Fri, 31 Jan 2025 14:19:24 GMT

I have been with EE since 2018 and as my contract is due soon I have looked at options. Nothing really exciting so I went through the "leave EE" process on the website.

I get a popup, as below, with an offer to stay, however clicking the "add to basket" option just takes me back to my account and no sign of the offer anymore, nor anything in the basket.

tried other browsers, tried on mobile app, called CS and they cant see the offer?

So, anyone any ideas?

Thanks.

Re: Looking to leave and unable to take the offer?

Schockwave — Fri, 31 Jan 2025 14:11:06 GMT

@garpat32 , no idea about the option, but I would suggest ringing customer service and see what they have to say..Maybe that offer has ended, and that is why it is not showing anymore.

Re: Looking to leave and unable to take the offer?

garpat32 — Fri, 31 Jan 2025 14:18:14 GMT

Yes mate, tried them

"called CS and they cant see the offer?"

The "offer" is there now if I go through the process, and it was there yesterday also

They had no idea unfortunately, and cant/wont get anywhere close to it 😯

Re: Looking to leave and unable to take the offer?

marco806 — Fri, 31 Jan 2025 15:26:52 GMT

I would continue to try... Ive just went through the process now, after very recently upgrading to 50GB for £9....I did, the "i want to leave" option, right now, just like you and got the unlimited offer for £12.00 which ive went for as its excellent.

when i did the 50gb for £9, i had similar issues to you, it worked on my 5th attempt...On the previous 4, id got a message saying EE would phone me to confirm the order...I did phone them up, to be told my account should not have got that offer and id have to wait until contract end date...However i kept trying online, until it went through

The unlimited at £12 went through without a hitch right now...Ill have to try an renew in March again to avoid these scandalous in contract increases...lol

Re: Looking to leave and unable to take the offer?

Chris_B — Fri, 31 Jan 2025 15:39:53 GMT

@marco806 You do know the price increase is £1.50.

Re: Looking to leave and unable to take the offer?

marco806 — Fri, 31 Jan 2025 15:54:20 GMT

Yes i do.

should have waited till March to upgrade, but its a tiny amount....1.50, that is..

Re: Looking to leave and unable to take the offer?

marco806 — Fri, 31 Jan 2025 16:01:15 GMT

Give EE there due, and i dont normally, their computer systems are shambolic, but on this occasion, my

upgrade has already been enacted. Took less than 1 hour...

i did have unlimited speeds before, however having checked speed, still getting 100....more than enough....

Re: Looking to leave and unable to take the offer?

garpat32 — Fri, 31 Jan 2025 19:33:40 GMT

So nobody can help or advise on this?

Re: Looking to leave and unable to take the offer?

Matt_124 — Fri, 31 Jan 2025 19:38:14 GMT

You potentially could call through and select the options as if you're going to leave and when you get to the Retentions department they may be able to offer you this deal.

No one on here can directly help as we do not work for EE, we are fellow customers who can only offer guidance.

Re: Looking to leave and unable to take the offer?

Linzi_H — Sat, 01 Feb 2025 08:41:18 GMT

Hi @garpat32

I know you'll be keen to get this in place! It looks like you're getting an error message behind the pop-up for some reason, and your account details aren't loading, which may be preventing any changes from being made.
Have you tried doing this on a different device or web browser?
Have you also tried the EE app and your main online account?

If you've tried these steps already, then I'd agree with the advice above and suggest you contact our team directly as we have no account access within the Community. If they're not able to match the offer, please tell them the error you're seeing and they can log a ticket for this to be investigated. If you're unhappy with the advice from our Guides, you can open a complaint and escalate this to a team leader.

I hope this helps,
Linzi

Re: Looking to leave and unable to take the offer?

garpat32 — Sun, 02 Feb 2025 09:59:27 GMT

I'm sure you are trying to help, but if you read what it have said I have already tried on multiple browsers, and called 150, more than once

They have no idea about the error and are unable to offer me the same deal, in fact not even close 🤣

Re: Looking to leave and unable to take the offer?

garpat32 — Sun, 02 Feb 2025 10:00:56 GMT

Yeh, I posted on here as I've already been through the hassle of calling, as mentioned previously 🤷

Thanks though.

Re: Looking to leave and unable to take the offer?

Linzi_H — Sun, 02 Feb 2025 12:16:27 GMT

I'm so sorry I missed that part @garpat32, I was just trying to make sure we'd covered everything within my reply.

I appreciate you may not want to call us again, so the other option would be to use our Complaints Webform so the team can work on getting this resolved.

Linzi

Re: Looking to leave and unable to take the offer?

garpat32 — Mon, 03 Feb 2025 16:47:13 GMT

I had a call from "retentions team" and they were unable to advise or see that offer also, so it looks like some kind of glitch with the website, especially as others have the same issue.

Pac recieived and number due to transfer, a shame to leave EE but it is what it is.

Cheers