topic Re: SIM only upgrade not showing in account in Orders

SIM only upgrade not showing in account

AdamWC — Wed, 15 Mar 2023 09:33:29 GMT

Good morning, I am very confused and hope someone can help.

On 24th February 2023 I took the opportunity of an early upgrade offer on my phone in which the contract was due to end on 10th August 2023. I paid the early upgrade fee of £211.54 and selected a new 1GB SIM only contract for 24 months at £15 a month.

I received a confirmation email of my order from EE on the same day, 24th February 2023, but looking at my bill today, nothing has changed. It has been credited with the £211.54 I paid to end the old contract, and there is a deduction of £118.57 for my last bill, but no upgrade.

Looking at the phone details, it is still offering me an early upgrade and there is no record of my new contract. Can anyone shed any light on this?

It seems as though my order hasn't been applied and bearing in mind that EE has messed up on the last 3 orders over the past 3 years, I wouldn't be surprised if they have done the same again.

Thanks

Re: SIM only upgrade not showing in account

James_B — Wed, 15 Mar 2023 11:41:18 GMT

Hi @AdamWC,

Welcome back to the EE Community. 🙂

Is your new plan showing in the My EE app if you select View full usage?

James

Re: SIM only upgrade not showing in account

AdamWC — Wed, 15 Mar 2023 14:17:22 GMT

Hi James and thanks for responding to my query. In answer to your question, no my new plan isn't showing in the My EE app.

Adam

Re: SIM only upgrade not showing in account

James_B — Wed, 15 Mar 2023 14:30:02 GMT

Thanks for checking @AdamWC

I've just checked and early upgrade offers usually only apply to handset plans. When upgrading to a SIM only plan, it won't take affect until your contract end date.

As you've been allowed to pay an early upgrade fee, please get in touch with Customer Care so a member of the team can take a look at your account and resolve this for you.

James

Re: SIM only upgrade not showing in account

AdamWC — Wed, 15 Mar 2023 14:37:38 GMT

That's very confusing and certainly nothing like what was implied when I agreed to take up the offer, I have very much been misled.

I will contact customer services to ensure the sham contract does NOT take effect at the end date and I will go with a trustworthy provider.

EE have messed up every order for me over the years including losing phones countless times. Time to move on I think.

Re: SIM only upgrade not showing in account

James_B — Wed, 15 Mar 2023 14:54:03 GMT

Hi @AdamWC,

I'm very sorry if there were any crossed wires when you upgraded. There have been some fairly recent changes to how SIM only upgrades are processed.

The team will do everything they can to put this right for you.

Please let us know how you get on.

James

Re: SIM only upgrade not showing in account

f_tx — Sat, 01 Apr 2023 19:36:01 GMT

I happen to be in the exact same situation as @AdamWC and was wondering if I was missing something...

If this is the case then that is absolutely shambolic...there was no indication that this is the case when I ""upgraded"". I was able to select early upgrade in My EE, select a SIM only plan and pay for it without issue (in fact - looking now I still can). There is no mention of this anywhere, all language (both online and in the confirmation email(!)) seems to suggest you can upgrade like this without issue.

I will contact customer services in due course.

Re: SIM only upgrade not showing in account

Cootuk — Sun, 02 Apr 2023 07:08:16 GMT

Same happened to me.

Chose early upgrade which was offered on website, from contract handset to SIM only, and paid early upgrade fee.

No upgrade happened. Rang customer services who say EE now don't allow early upgrades to SIM only, only to another handset contract

Instead, EE are keeping the early upgrade fee as a credit on my account. No one from EE contacted me to say this. I had to chase the order.

Offer of upgrade to SIM only still shows on upgrade part.

I have requested the early upgrade fee be refunded, don't see why I should prepay on false pretences

Re: SIM only upgrade not showing in account

AdamWC — Wed, 05 Apr 2023 08:58:18 GMT

Shambolic is an understatement, and I am sorry to hear that you too are in the same situation but I'm not surprised. EE has already been handed a £2.7 million fine by regulator Ofcom for “fundamental billing mistakes” that saw 40,000 subscribers overcharged to the tune of £250,000 in 2017. The truth of the matter is that we are victims of a carefully thought out deliberate ploy to gain our business for 24 months through abusing our trust. It's a deliberate tactic by EE, and they know it, and it works.

I did plan on contacting customer services, but after EE have messed up on so many occasions over the years, I have long since come to the conclusion that 'THEY DON'T CARE'.

I too was under the impression that according to what I was reading on the EE website when upgrading, that I was paying off the remainder of my current plan via an early upgrade, and by upgrading to 'SIM Only' I would move to a new contract with immediate effect, nowhere during the process did EE say otherwise. I was mislead - deliberately.

Here's the thing though, we are just one of 26 million EE customers, and you do not matter to them. I reiterate my previous statement - THEY DON'T CARE.

Take a look at EE's history. They were fined £2.7m in 2017 for 'Negligent' overcharging customers, and again in 2019 fined £100,000 for sending text message to customers without their consent.

A leopard never changes its spots...

Re: SIM only upgrade not showing in account

AdamWC — Wed, 05 Apr 2023 08:59:34 GMT

Sorry to hear you have also fallen foul of EE's calculated ploy. Did you get a refund?

Re: SIM only upgrade not showing in account

AdamWC — Wed, 26 Jul 2023 19:17:20 GMT

Nope. Now my contract comes to an end on 10th August and EE say that they will continue to charge me £58 a month for the old handset, which I have LEGALLY and legitimately paid off in full.

...and they are getting away with it, because the new SIM only contract I ordered and paid for back in February is nowhere to be seen.

Re: SIM only upgrade not showing in account

Leanne_T — Thu, 27 Jul 2023 06:53:07 GMT

Hi @AdamWC

Thanks for coming back here.

Please get back in touch with our mobile care team to get this looked into in more detail and help you further.

Leanne.

Re: SIM only upgrade not showing in account

AdamWC — Thu, 27 Jul 2023 11:39:59 GMT

Thank you. Mobile care team very kindly rang me this morning and sorted everything out. 😎

Re: SIM only upgrade not showing in account

Leanne_T — Thu, 27 Jul 2023 11:41:11 GMT

Great news, thank you for letting me know @AdamWC

Leanne 🙂