topic Re: Downgrade to Sim Only in Orders

Downgrade to Sim Only

Art100 — Wed, 27 Sep 2023 22:49:05 GMT

I have been through an as yet unsolved nightmare with CS. My 24 month phone plan ended on the 24th of September, and prior to this I had agreed on a “upgrade” to a SIM only plan.

We are now well after my supposed upgrade date, which was even confirmed to me in a text on the 24th saying your new plan starts tomorrow (25th), and yet when I go online or on the app I still see my old plan, nothing about the new one and no inclusive perks which I also wanted from my new plan. I have no idea what I’m paying, what’s going on in their back end that supposedly is having errors, and am kept completely in the dark. Well done EE, fantastic customer service!

Before someone tells me to “just call CS on 150”, I have done that one too many times for HOURS of waiting, each time being promised a fix or call back and nothing happening.

Re: Downgrade to Sim Only

EssexBoyEE — Thu, 28 Sep 2023 02:19:24 GMT

It's extremely unliky that you could have prearranged an automatic upgrade for sometime in the future or when your Contract ends, for this reason I would advise that you call CS or the Upgrade Team with your desired New Sim Plan in order that they can facilitate this on your Account.

When you do Upgrade or take out a New Plan, the Adviser will normally have to comfirm your Identify and read through your new T&Cs and verify a Credit Check at the same time, upon aceptance by both you and EE the New Plan is quoted as taking up to 24 Hours to display on your Account via the App or MyEE Website but in practice it's normally only an Hour or so.

Re: Downgrade to Sim Only

XRaySpeX — Thu, 28 Sep 2023 04:34:45 GMT

@EssexBoyEE wrote:

It's extremely unliky that you could have prearranged an automatic upgrade for sometime in the future or when your Contract ends,

Why? You are allowed to upgrade a phone plan to SIM-Only in your upgrade window from 45 days before end of term but the upgrade won't take effect until the phone plan's term ends.

Re: Downgrade to Sim Only

Art100 — Thu, 28 Sep 2023 06:21:25 GMT

I am not quite sure you understand. Not only did I have the “upgrade” to sim only option from the app and website, but I TWICE called and TWICE signed and went through the Terms and Conditions on the phone, with email confirmation and correct start dates etc. As I said. I have been in the phone with them for HOURS.

What you are saying I have been told before, I have all the documents signed and confirmed, but there is supposedly a technical error that they haven’t been able to figure out for days.

Re: Downgrade to Sim Only

Chris_B — Thu, 28 Sep 2023 06:27:58 GMT

@Art100 You twice signed. I wonder why there might be a problem? You made an upgrade order that you agreed to that. Why did you agree to another one ?

Re: Downgrade to Sim Only

Art100 — Thu, 28 Sep 2023 06:34:33 GMT

Did it not occur to you that I mentioned this concern to the customer service team? Why do you think I bothered to contact them in the first place (hint: it was not because the upgrade went perfectly after I had signed documents the first time and waited until the new plan sprang into action). Again, I have literally been on the phone with them for hours, where they had to get all sorts of special permissions to do this and that, and then told me essentially there’s some kind of backend error and they have no clue how to fix it, or at least haven’t yet. I signed documents a second time because I was told to by the supposed experts, who assured me that despite me having signed before this was necessary to get the upgrade to work, because it clearly wasn’t working before.

Re: Downgrade to Sim Only

Art100 — Thu, 28 Sep 2023 06:52:23 GMT

The fact that people are trying to jump on any potential mistakes I have made as a “gotcha!” Is quite sad. EE is a massive company with millions of customers, but that does not give them a right to not provide good customer service or not fix issues when they arise, simply because millions of others are still daily filling their pockets. Instead of trying to pick holes in me, perhaps you should have a look at the people who literally told me from the EE side that something is going wrong with their system?

Re: Downgrade to Sim Only

Katie_B — Thu, 28 Sep 2023 07:45:34 GMT

Good morning @Art100.

Welcome to the community.

When you spoke with our customer care team did they advise on a fix for the error?

Has this been reported to the relevant team?

Katie

Re: Downgrade to Sim Only

Art100 — Thu, 28 Sep 2023 07:59:34 GMT

Hi Katie,

As mentioned, they always said that they were working on it etc but that they would call or message me back, and then I heard nothing back. Same this morning, I rang again, again was told this was odd and that they cannot manage to pull through the upgrade despite seeing it on the system, and was told I would be contacted later.

I certainly hope at this point it has been reported to the relevant team, but given I dont work there I do not actually know for certain.

Re: Downgrade to Sim Only

Katie_B — Thu, 28 Sep 2023 08:03:00 GMT

Thanks for getting back to me @Art100.

Please keep me posted here on the community.

It sounds like the team are looking into this and will hopefully be in touch soon.

Katie

Re: Downgrade to Sim Only

Art100 — Fri, 29 Sep 2023 06:17:42 GMT

Still no resolution, no text or call back as was promised yesterday. It isn’t even worth my time to call and explain everything again

Re: Downgrade to Sim Only

Art100 — Mon, 02 Oct 2023 05:08:51 GMT

Katie,

I see this morning that I am getting charged for my ridiculously overpriced plan just for sim only now (40GB for £57 per month!!!!) compared to the upgrade I chose which was the premium plan for £26.41 (20% discount applied)…

I want this sorted as soon as possible, and I will not keep paying for this rubbish simply because you are unable to upgrade my plan. This is ridiculous at this point. Nobody contacts me back, CS forgets to deal with things, absolutely shocking service for someone who has been with EE for more than five years. During a cost of living crisis, EE could not care less about completely overcharging me and not processing a change of plan.

Re: Downgrade to Sim Only

Christopher_G — Mon, 02 Oct 2023 07:06:14 GMT

Hi @Art100

Welcome to the community.

This is something you need to discuss with our Mobile Care team. They should be able to look into this with you, without having to call you back.

Please keep us posted on what happens.

Chris

Re: Downgrade to Sim Only

Art100 — Tue, 03 Oct 2023 08:58:14 GMT

Hi Chris,

I finally managed to get the upgrade sorted yesterday morning and was able to see everything come through.

Unfortunately, this morning inexplicably I got put on a different, worse plan and the inclusive extra I picked in the app yesterday was cancelled without any explanation!

I don’t think I have ever experienced worse customer service. Not that anyone has been unfriendly, but the appalling difficulty and time it has taken both me and EE to sort this out is nothing short of unacceptable.

Re: Downgrade to Sim Only

Leanne_T — Tue, 03 Oct 2023 09:13:48 GMT

Hi @Art100

I am very sorry to hear this has happened. To get the plan and inclusive extra looked into please give us another call on 150 and the team will help you get this sorted.

Leanne.