EE false advertising

[Jalan3103]

Hi All,

Took out the 4GEE home router 2. Took this with “unlimited” data. Nowhere on the website does it state it’s got a fair use policy of 600GB. This is for a busy house and being used as our main broadband. Website also clearly states I can connect up to 64 devices. EE terms state you can only add 12 before they consider it non personal use. I’ve contacted 150 twice. First person told me fair use is 3.5TB. Then someone else told me it’s 1TB now I’m being told it’s 600GB. Twitter told me it’s completely unlimited with no caps. So the contract has been miss-sold in my opinion. Is there anyway in which I can legally break this contract?

[mikeliuk]

Hi @Jalan3103 ,

If you took out the contract online, there should be a 14 day cooling off period allowing for cancellation and return.

If you bought in-store, or will continue with the service provider believing this will be an issue, I highly recommend printing those pages as PDF to have evidence of what you are relying on.

What is your estimated per-month data requirement, and what maximum number of devices do you anticipate you will need to connect during the course of your contract at any one time/instance?

Most users will be well under the limits, some might be slightly over on things such as connected devices but the service provider will likely not care. I feel it would actually be rare to exceed those limits to a point which would impact the network and other customers such that the service provider would intervene.

Is there a fair use policy?

All of our unlimited plans are uncapped so you can use as much data as you like, as long as it's for personal use. For more information on personal use, please see our terms and conditions.

https://ee.co.uk/help/help-new/offers-and-services/other/unlimited-plans

It's quite likely other service providers will have similar fair usage policies even if it might be argued that in effect they cause unlimited plans to become 600 GB/mth plans as exceeding the amount breaches policy, so no customer can ever use 700 GB/mth despite having an unlimited plan.

For a better understanding of the market and the limitations currently in place, you may wish to take a look at https://kenstechtips.com/index.php/unlimited-data

[Chris_B]

@Jalan3103 The router might support 64 devices once but EE have a clause that if you use more then 12 devices at once EE have the right to move you to a business tariff.      You need to understand what your reading.  

the wording is 

   The device is compatible with XX devices.

that’s how many could connect at once.   That’s not the T&Cs of your contract.   

perhaps reading the T&Cs

> CLICK HERE <  which are available online for all tariffs sold would be the best cause of action before taking out a contract that you didn’t know anything about.  

[Jalan3103]

Hi @Chris_B 

Then EE need to make that explicitly clear at the point of sale. 

Nowhere on that page does it say you can connect up to 64 but we only allow 12. I wasn’t sent a copy of the terms and conditions. You even quoted me the incorrect terms  and conditions. Twitter also tell me the terms you quoted me are wrong as well. 

I just feel that nobody in EE has notion what’s going on. 

Surely you can agree that it is misleading to say that but nothing anywhere else to tell me that you only allow 12. To me that is misleading. I’m sure you can agree with that?

[Schockwave]

@Jalan3103 , the two who have answered here are customers like you, which here in the forums, most of us are, so are trying to help by pointing you to the terms and conditions here. If you have a lot more than twelve needing connections, then you will need to have a business account or have broadband connection. For personal use there is always an fair usage policy, whether using home broadband or 4GEE, otherwise you will need a business account, unfortunately. I am also a customer, not sure why you have been given conflicting  information.