Complaint

Marky4477 — Tue, 04 Aug 2026 22:02:54 GMT

I lost my device and went to the EE store got a replacement device wand kept the same number i have had for 3 years..i was told o also got an extra sim to give to a friend or family....i never activated the other sim and took it back to the store and gave it back as my.bill showed £46 for the number ive had for three years and £57 for the sim thats not been activated? I paid £46 for service on my regular number,but refuse to pay £57 for services i dont need and havent used...not sure were i stand

Any advice please?

Re: Complaint

Peter_W — Wed, 05 Aug 2026 07:10:11 GMT

Welcome to the Community, @Marky4477

From what you've described here, it sounds like the new phone has been sold to you as an additional line rather than an upgrade to the number you already have.

If you were still in contract this could have been done as an alternative to paying an early upgrade fee, but either way you should be given all the different options in a transparent manner.

As a first port of call, we would always recommend returning to the store where you took this out and highlight it with them directly.

From there, if you were unable to agree on a resolution you can also give us a call, where we can get you transferred to our dedicated retail support team to investigate this further.

Peter

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Complaint

Re: Complaint