EE SIM Plan Unlimited £27 UPG

[mrrd]

I am very very unhappy, the app, and the website in multiple places say to me I am currently on the “EE SIM Plan Unlimited £27 UPG” but my data allowances wheel is saying I only have 100GB, yet the text descriptions of my plan allowances everywhere says I have unlimited data, texts and calls as part of that plan.

CS are unwilling to do as I’ve noticed they have done for others and refer this to be rectified on the system so that it properly shows as unlimited as I am out of contract and now rolling without me committing to a new contract term which seems highly illegal to me.

I am not willing to do as they seem to insist is required and commit to a new contract currently (as that’s pointless as the app, website and even the upgrade website all say I am already on said unlimited plan which they continue to deny is not the case despite me providing screenshots not prove the contrary...) due to

the fact new handsets are due out in the next few months and I want to keep my options open for the best deal for said handset should I choose to get it, yes I know I can upgrade to a handset at any time with EE but unless EE offer me a competitive deal it could unfortunately not be with EE.

Unfortunately to the intransigent attitude of multiple CS staff in this matter it is seriously making me consider other providers even more should they end up proving to be more competitive which is a real shame as before I’ve always found EE CS very helpful before, but it seems once your contract is rolling they don’t want to do anything and help solve an issue which in all fairness is a problem for EE to solve...

[Leadsolo]

I'm no legal expert but as you have pointed out, you are out of contract. Whatever the plan may be called on the site, if you are out of contract then they are not contractually obliged to give you unlimited data. 

Check the small print of your original contract, you may find something in there which explains it in more detail.

[ewanrw]

I thought the unlimited plans showed 100GB as you’re only allowed to gift from the first 100GB of usage, but you can continue to use on your device all the way for FUP of 1TB. 

[mrrd]

But the point is the website in multiple places as well as the app in all but one place say I do already have unlimited data already, and no legally I am still in a legally binding contract until I put in my notice to leave should I do so, it is just I am out of my minimum period, and CS are unwilling to solve the issue except by signing me up to a new unlimited plan (which seems rather redundant seeing as the website says that’s exactly what I am already on).

[bristolian]

I suspect, if you have already exhausted the C/S route on 150, and you have the appropriate supporting evidence (i.e. screenshots of your myEE plan etc), then you are best advised to follow the complaints route.

EE complaints process 

[ewanrw]

So if the wheel showed “unlimited”, how would you know if you were still in the first 100GB for gifting?

I suspect the problem you have is by design, but happy to be corrected. 

[mrrd]

It doesn’t indicate that is anything to do with gifting and CS seem convinced I am on a 100GB plan when on the website it says it is unlimited extremely clearly

[mrrd]

Yes sounds like I will have to go down the complains or even ofcom route, I’ve got all the evidence from multiple places on their own app and website to show it should be unlimited yet all CS seem to want to do is deny it and especially the first CS rep verge on pressure selling me a new contract to resolve it...

If it really came to that level unfortunately I would rather leave a company than be dealt with like this.

[ewanrw]

Like I said, happy to be proved wrong, but...

Have you gone over the 100GB? 

Have you been charged when you’ve gone over 100GB?

[mrrd]

The infuriating thing is despite even asking for the relevant screenshots from me to them and then admitting they could see it on the screenshot too (I assume on a recorded call) they continue to refuse to correct the whatever the issue is their end without me signing up for a new contract...

If this sort of pressure selling in order to resolve what is their own issue is the new norm for EE then I am very dubious about staying, lol.