topic Re: EE customer retention deals are aweful in Contracts & Billing

EE customer retention deals are aweful

Jawad8483 — Thu, 20 Feb 2025 23:17:00 GMT

I have been EE customer for over 12 years but had to sadly say good bye yesterday! It was absolutely aweful service that no one in their customer service even tried to retain me.

I told the advisor that if they could match the deal I was getting from O2, their biggest rival and the answer was in negative. O2 was offering 40GB data, unl min and texts plus Free EU roaming up to 25GB for £8 a month for 12 months sim only and best EE could offer me was 30GB data, unl min and texts for £10 no EU roaming either. I was not concerned about EU roaming but data and monthly cost was also high.

The answer was a plain NO.

10 minutes later, I called and asked for PAC code, not even a single effort was made to retain. She did not even ask the reason of leaving! Gave me PAC code.... And just like that 10 minutes later, I was O2 customer

Someone from retention guide team calls 30 minutes later but by that time, it was too late!

Moral of the story is if you act all snobish! You will loose revenue.

My next move will be for my Broadband which ends in Jun 2025. I will be saying final good bye to EE.

If you treat your loyal customers like dirt, they simply do not owe you any loyalty either. Plenty of options!

Re: EE customer retention deals are aweful

Chris_S — Fri, 21 Feb 2025 08:23:00 GMT

Hi @Jawad8483 I'm really sorry to hear about your experience there, It's certainly not the sort of experience that we'd expect you to have when yo8u call us, especially when you're calling to leave.

We try to stay as competitive as possible, although sometimes there are deals that we can't match.

Cost certainly is a factor, but some customers choose us because of the benefits that you get just for being an EE customer, you can find all the reasons to stay with us here: Why choose EE

I hope we can keep you as a broadband customer when your contract ends, as it sounds like you've been a valuable customer to us over the years.

Chris S

Re: EE customer retention deals are aweful

bristolian — Fri, 21 Feb 2025 08:40:20 GMT

@Jawad8483 wrote:

I told the advisor that if they could match the deal I was getting from O2, their biggest rival

I wouldn't be totally sure this is the case. EE have never claimed to be the cheapest network but have always prided themselves on network quality. There will always be localised variations, this is the nature of radio coverage, but O2 consistently rank lowest of all the 4 networks on most benchmarking & testing.

On price, 3 have also consistently been quite aggressive.

I hope you don't have the same experience as is currently quite common with O2, namely strong indicated coverage but an inability to use that due to capacity issues - result being variable or slow data speeds.

Re: EE customer retention deals are aweful

garybs29 — Fri, 21 Feb 2025 09:28:41 GMT

"Treat loyal customets like dirt" by the sounds of it you were demanding a deal to match elsewhere (something EE have never claimed to do) yet you were the one being treatded like dirt!

Re: EE customer retention deals are aweful

Bern25 — Mon, 28 Apr 2025 07:54:30 GMT

So very frustrating. I swapped to EE from BT for broadband last year. Having been with BT forever !!!

its now so expensive and I called asking if they could match any deals I’d seen. No !!! When my contract is up, I’ll be leaving !!

Re: EE customer retention deals are aweful

JACKSON_1987 — Sun, 24 Aug 2025 10:02:13 GMT

02 are absolutely awful

Re: EE customer retention deals are aweful

hopejohnsona — Mon, 25 Aug 2025 06:37:45 GMT

Why choose EE? Because you are Outdated and Out of Touch?

For example the advise page on EE's own Mobile Broadband Code of Good Practise dates back to 2009!

Link:-

Principles of good practice for selling and promoting mobile broadband services.pdf

Re: EE customer retention deals are aweful

Chris_B — Mon, 25 Aug 2025 07:26:44 GMT

@hopejohnsona so you found something on a website that pre dates EE. It even pre dates 4G and you think it’s relevant to EE. EE that came about through the merger of Orange and T-Mobile that are no longer around or available. It’s amazing you’ve took irrelevant information and tried to make it relevant. It even states 3G and as we all know there is no 3G network, but don’t let that stop you

Re: EE customer retention deals are aweful

hopejohnsona — Mon, 25 Aug 2025 07:39:29 GMT

It's on your website! Not mine.
It's relevant because when I took a Samsung A51 5G into EE Plymouth store for help, they "sold" me an upgrade to an A56 that was not needed. The advice from an independent trader suggested that I should do a full factory reset. I did. The A51 now works fine.
So imagine my disgust when the store said "Sorry, you've signed for £513 replacement. You're stuffed!"
That's why I looked at the Good Practise note!
If that's not relevant to EE's attitude, what is?

Sent from Outlook for Android<>

Re: EE customer retention deals are aweful

Matt_124 — Mon, 25 Aug 2025 12:00:39 GMT

The document you have linked is a common code of practice signed up to by the main Mobile Network Operators (MNOs) in the UK, as is listed on the website of their trade association Mobile UK to this day. This exact document can be found on their website here: https://www.mobileuk.org/codes-of-practice

The document itself specifically refers to how mobile services are sold, particularly in terms of:

Coverage
Factors that determine download speeds
Pricing Transparency

On the pricing transparency side, it refers to aspects such as the clear description of available tariffs, allowances and how roaming charges are presented to customers.

It is entirely irrelevant to your described issue as it makes no reference to the sale of devices or any other consumer electronics product, purely covering the aspects in relation to the service tariff (data allowance, fair usage caps, roaming charges etc).

The underlying information within this code of practice is relevant to this day despite terms such as 3G being used, hence the industry as a whole has likely seen no reason to update it since.

It is not a failing of EE to update this document.

I will also point out it is not listed on @Chris_B's website as he does not work for EE, he is a user like yourself on this public forum. You might want to read about what the Community Star role on this Community is here.

If you believe you have been mis-sold, you are free to make a complaint here in line with EE's own Complaints Code of Practice.

Re: EE customer retention deals are aweful

Chris_B — Mon, 25 Aug 2025 13:10:07 GMT

@hopejohnsona You made a store purchase and had a change of mind by the sounds of it. You don’t get a cooling or period with a store sale as the product is in front of you to see. By the sounds of it you did your fault finding of the old device after you got the new device and after you accepted the T&Cs of the contract that was present to you and you agreed too.