topic Re: Renewal Problem in Small Business

Renewal Problem

MAB9 — Mon, 21 Apr 2025 09:59:47 GMT

On Friday 11th I attempted to upgrade my iphone & plan. The previous plan expired in 2023 and I think it likely reverted to a generic plan?

I could not log into ‘business’ on the EE website, but it would let me log into the ‘personal’ section of the website.

Because of growing current international trade tariffs, I was concerned that there may be a shortage of iPhones soon so to ensure that I could get a new iPhone quickly I was forced to chose a ‘personal’ upgrade plan that cost me £10 a month more than an equivalent ‘business’ plan; It was the most expensive plan - I think it was ‘Unlimited Full Works’ for £84 instead of the similar business plan ‘full works with Apple One’ for £74. If I had the choice I would like ‘Business Full Works with Apple One’ plan.

Anyway, I received the eSIM iPhone and a screen protector & case pack on Saturday 12th and set it up from my old iPhone. It all transferred and set up fine.

However, logging into my EE account (both with app and online), I cannot see any reference to my payment plan. It remains as the previous plan that expired in 2023. Likewise I have no access to Apple One, etc.

I phoned 150 on Monday 14th and was told that although I had the phone, there was an accessory due to be delivered in a couple of days and that everything would be sorted out then? That didn’t make much sense as a separate accessory pack was already included in the parcel I received with the iPhone. He said he would call back on Friday 18th to ensure that everything was sorted out.

I felt as if I was being fobbed off and that nothing would happen. As expected, Friday 18th came and went, no phone call, and nothing has changed with my account/plan.

I booked an appointment with my local EE store on Saturday 18th and after I explained the situation they could not help and suggested that I phone EE again. I did that the same day and was told that I need to speak with the renewals team who were not working that day.

This really feels like a mess and I am very keen to get this resolved quickly even if it does mean cancellation under the distance selling regulations.

I have also since noticed that as a new customer I can get a similar package for a lot less? If this account/plan issue cannot be resolved easily it may be better to just cancel the renewal and purchase phone and plan as a ‘new customer’?

I need something to happen quickly as I only have 4 days before I have to make the decision about cancelling.

Re: Renewal Problem

Peter_W — Mon, 21 Apr 2025 12:10:51 GMT

Good afternoon @MAB9.

Thanks for reaching out to us here on the Community!

Based on what you've mentioned here, it almost sounds as if the new personal plan you ordered has been set up as a totally new account rather than an upgrade.

Have you had a chance to speak with our business team directly?

They should be able to check your account at our end and confirm if this shows as the old plan or the new one.

Peter

Re: Renewal Problem

MAB9 — Mon, 21 Apr 2025 13:14:52 GMT

Thank you for your swift reply Peter.

The line is currently closed due to the Bank Holiday but I will try tomorrow.

Thank you

Re: Renewal Problem

Peter_W — Mon, 21 Apr 2025 13:29:28 GMT

Thanks @MAB9.

Please keep us posted on how you get on!
Peter

Re: Renewal Problem

MAB9 — Tue, 22 Apr 2025 11:06:19 GMT

Hello Peter

I feel like I have made some progress following the route you suggested, though they are looking at it and calling me back within 24 hours. I have 2 days before I need to make the decision about cancelling with the distance selling regulations so hopefully it will be resolved by this time tomorrow.

Many thanks, MAB9

Re: Renewal Problem

Peter_W — Tue, 22 Apr 2025 11:30:43 GMT

Thanks @MAB9, I'm glad to hear you've had an update here.

I'll keep everything crossed 🤞

Peter