topic Re: Why are new customers treated better than old customers? in Broadband & Landline

Why are new customers treated better than old customers?

Marty11111 — Wed, 14 Oct 2026 22:57:43 GMT

I am tired of many companies, EE is just one of many, chasing new customers and not looking after their existing ones. I know why it happens. Chasing new custom brings in new business. Rinsing the lazy, oblivious, or ignorant customers who fail to ask, know or challenge the new rates is in my judgement poor form. I have always paid my bills on time, no loyalty is rewarded, quite the contrary.

I have phoned up and challenged the rates offered. I thought it a poor offer. I could switch. My wife, same house, same conditions, coming from the same shared bank account asked, and because it was a different email address, was offered a better deal than me from EE because she is a new customer! Lets just say I was not happy, but had to concede that my wife got a better deal than I could get. She got the smugness badge that day. What an utter waste of my time, her time and the call centre's staff time. Some idiot in the company probably thinks yeah, we have a new customer! Or maybe they don't actually care? We will swap the email address back after a few months, since mine will not then be logged on the system. What a ridiculous merry little dance.

When we come to renew next time, I wonder if we will once again do a merry dance of changing nothing but an email address to get a better deal? Or will I look for a different company with a different ethos?

Pity really, because the internet service is actually very reliable.

Re: Why are new customers treated better than old customers?

JimM11 — Thu, 15 Oct 2026 08:19:27 GMT

@Marty11111 The answer is yes, dance the dance, at least you got a change.

Re: Why are new customers treated better than old customers?

Schockwave — Thu, 15 Oct 2026 11:22:02 GMT

@Marty11111 , new customers usually get a better deal, as they want to encourage new customers, I believe it is the same for all networks, but if you ring up, you could get a better deal by speaking to them and by having both on numbers on the same account, you should be able to get a discount, which brings the price down, worth trying, by combining all of them together with having the broadband as well.

Re: Why are new customers treated better than old customers?

Marty11111 — Thu, 15 Oct 2026 16:23:54 GMT

Imagine I went to Tescos, picked up a bottle of milk and asked a staff member how much the bottle of milk is. I get the answer £1.50 and decline it as I think that is not competitive price. My wife queries the price, picking up the same bottle of milk and asks the staff member how much is this please? £1 comes the reply. The customers wouldn't stand for it, but that is what has happened here. Loyalty is rewarded by Tescos (Many other Supermarkets reward their loyal customers.)

Its discrimination and its wrong. Its shameful. Just because others do it as well doesn't excuse it.

The bot answer fails to understand the emotion because it is a bot.

This isn't my first rodeo, we have a deal that we are happy with. It's just all rather silly and ridiculous. I will continue to tell this story and entertain people. Please acknowledge it for what it is, a farcical email dance. Don't excuse it. Demand better service or be condemned to this utter waste of time every once in a while.

Some may be happy with it, I am not.

Re: Why are new customers treated better than old customers?

Marty11111 — Thu, 15 Oct 2026 16:26:33 GMT

I am hoping they change their tune.

Re: Why are new customers treated better than old customers?

Chris_B — Thu, 15 Oct 2026 19:48:59 GMT

@Marty11111 And yet Tesco have club card prices. So your point is mute. . New customer offers are literally everywhere and there is nothing stopping you from being a new customer elsewhere.

Re: Why are new customers treated better than old customers?

JimM11 — Thu, 15 Oct 2026 20:12:51 GMT

@Marty11111 They did with my sister, offered her £14 per month HUGE discount to stay, but she left and went to another ISP anyway, danced failed / retentions stepped in and she said stick it were the sun don't shine no more, did take the move though for it all to transpire. Went live 7th Oct, so far no issues touch wood.

You can't blame EE for try to eek as much as possible out of every customer.