5G home broadband false advertising

[Nadezda2]

I have made two phone calls today enquiring about the 20gb data boost advertised https://shop.ee.co.uk/broadband/5g-home-broadband.

I took out a 18month unlimited 5g home broadband contract (at £55 a month) including a 5g Huawei router (and antenna).  I phoned twice to enquire about getting the data boost, I was told the data boost is only for when you take out a fixed line broadband.

https://shop.ee.co.uk/broadband/5g-home-broadband - here it clearly says 

Reward your mobile

We’ll give you a 20GB data boost 

She then said to click more about data boosts- taking me to https://shop.ee.co.uk/broadband/data-boost -  here it states 

• 20GB extra data when you take Fibre, Fibre Plus, Fibre Max or 4GEE Home.

unless I am missing something 4GEE is not a fixed line service but a mobile home broadband just like my 5g home broadband.

In what world is this not false advertising?

[Christopher_G · Accepted solution]

Hi @Nadezda2

Welcome to the community.

You do get a 20GB boost when taking our 5G Home Broadband.

There are some terms to the 20GB boost though. Have a look at 'the legal bit' at the bottom of the 5G Home Broadband page. Most notably: "It can take up to 30 days from 5GEE Home Router plan account start date for your Data Boost to be applied." 

When did you take out your plan?

Chris

[Nadezda2]

Hi,

I took out the 5g home broadband  on the 17th of March and then took out a phone contract on the 28th of March. Is the boost not valid if you take out the 5g home broadband and a phone contract after or something?

[Nadezda2]

Hi Chris,

Thank you for alerting me of the 'legal bit'

The EE customer support were still insistant that the boost was only for wired home broadband, not 4g/5g home router plans.

I manged to find this paragraph in the 'legal bit'

20GB Data Boost (5GEE Home Router Plan): Available to new and existing Pay Monthly phone customers who sign up to a 5GEE Home Router plan. Data allowance boosted by 20GB. Not available with 30 day SIM Only plans or non-lead sharer plans. You’ll lose the data boost if you cancel Home Broadband plan or Pay Monthly phone plan, or switch to a 30 day SIM Only plan. In order to retain your data boost when you upgrade or change your Pay Monthly phone plan, your 5GEE Home Router plan must still be active, and you must be moving to or remaining on a Pay Monthly phone plan. It can take up to 30 days from 5GEE Home Router plan account start date for your Data Boost to be applied. Data fair use policy may apply when roaming. One boost per household. Subject to availability. We reserve the right to withdraw or vary the boost at any time

I think this is one of the few times the buried legal text works for the consumer. This paragraph managed to convince them finally that it is applied to home router packages. 

thanks again

[XRaySpeX]

Not in your case! You did things in the wrong order. You need to be a new and existing Pay Monthly phone customer at the time you sign up for fixed or mobile Home BB. You didn't take a mobile contract till 11 days later.

Anyway at the time you sign up for Home BB it asks you for the EE mobile no. to get the boost, which you didn't have at that time. So you couldn't have supplied it.

[Nadezda2]

regardless, my issue was that the lady at the call centre was insistent that the boosts were purely for fixed line broadband and never applied to 4g/5g home broadband. Which given the EE site's info just made no sense.