topic Re: More expensive for existing customers Disgrace, No loyalty in Broadband & Landline

More expensive for existing customers Disgrace, No loyalty

Nivag80 — Fri, 24 Mar 2023 14:06:23 GMT

I have been a customer of EE for over 10 years have 2 mobile phone contracts with them that are now out of contract and a broadband Fibre 100 contract that was taken out in December 2021 at £31.50 a month, This contract started like most the cost would increase due to inflation, This has happened twice during the contract and from April 1st will raise to just under £40 a month. When looking at my broadband contract that ends in December I noticed a deal for new customers to beat the inflation rise the exact same Broadband deal as I am on and if you are a pay monthly mobile customer which I have two the price is £28.50 a month and £32.00 a month if you don't have a mobile contract.

I spoke to a Connor at EE and explained I don't understand how new customers are exempt from inflation and loyal customers are being punished, His actual words were that's just they way it is and thought it was disgraceful, He stated if I went into a shop and bought a product and went back sometime later that same product might be cheaper which I stated is not the same as its a Service EE Broadband provides not a product.

I have a early termination Fee of just over £121 which I and contesting and in the process of transferring my two mobile phone contracts to another provider not to mention I will be contact Martin Lewis Money Show and any other outlet including as much Social Media as possible as I think loyal customers who have been with EE for a number of years and being completely mugged off.

Re: More expensive for existing customers Disgrace, No loyalty

Northerner — Fri, 24 Mar 2023 15:42:49 GMT

Hi @Nivag80

Connor is exactly right. You entered into a contract for a fixed period to pay a fixed amount (plus CPI) . That same contract may increase or decrease after this period depending on many factors. Just becase the price decreases doesn't mean that applies to all existing contracts. If you want the new price then you'll need to pay off your old contract, or upgrade to the new price if you can.

This is the same with all goods and services.

Thanks

Re: More expensive for existing customers Disgrace, No loyalty

bristolian — Fri, 24 Mar 2023 17:12:45 GMT

All the major UK networks are increasing prices by similar amounts, and O2 have a higher increase than EE.

If your reason for porting out is the price increase, make sure you factor potential future price increases into your buying decisions.

Re: More expensive for existing customers Disgrace, No loyalty

XRaySpeX — Fri, 24 Mar 2023 17:15:31 GMT

@bristolian : O2 no longer sell BB.

Re: More expensive for existing customers Disgrace, No loyalty

Nivag80 — Fri, 24 Mar 2023 18:06:35 GMT

Sorry but again I don't see your point I accept the fact I enter into a contract and and such throughout the contract price increase due to inflation is expected, The fact that you are able to offer the same Broadband deal to brand new customers who have not been with EE ever for over £11 a month cheaper shows that the inflation increase is not need for loyal customers who have been with you for years.

Your response again above shows cusotmer loyalty and retention are not high on EE's priorities.

Re: More expensive for existing customers Disgrace, No loyalty

Nivag80 — Fri, 24 Mar 2023 18:08:12 GMT

Please read my response to the other reply again as this applies to you reply also