Inconsistent Free Boosts information

[HPi]

Hi,

I was just looking at upgrading my pay as you go pack which I have not done previously because I would loose several years of free boosts.

In the My EE app I saw this paragraph:

"Changing your Free Boost

Free Boost allowance options will change if you move between:

• any seven day pack to any 30 day pack
• any 30 day pack to any seven day pack
• a 30 day pack costing less than £8 to any other pack

When moving between these pack types you will earn previously earned Free Boosts."

This clearly says that when moving between pack types you don't lose existing boosts which is in contradiction to what I've read elsewhere.

Has the policy changed? Can I now upgrade my pack while still earning my already earned boosts?

[XRaySpeX]

That contradicts what it sets out in the Help article What are EE Free Boosts? :

Important things to remember

Changing packs

If you change from a 30-day pack (£10 or above) to a seven-day £1 Pack or to a £5 Pack, or vice versa, you’ll lose any Free Boosts you have and will need to buy the required number of packs again to get another Free Boost.

Also, if you buy a 30-day £5 Pack and change to any other pack or vice versa, you’ll lose any Free Boosts you’ve earned.

I shall raise this with EE.

[HPi]

Thanks for raising this with EE.

I am hopeful that the new wording is correct and EE might finally be changing this policy to allow switching plans while still earning boosts.

[XRaySpeX]

That's OK!

The wording of the Help article is most likely to be correct esp. as the MyEE wording contradicts itself even w/out recourse to the Help article. 

[HPi]

Any update from EE about this?

[Leanne_T]

Hi @HPi

This is being looked into by the relevant team, as soon as I have an update, I will let you know 🙂

Leanne.

[HPi]

Hi @Leanne_T 

Any update over the last two weeks?

[Leanne_T]

Hi there @HPi

Thanks for coming back to me. 

I have asked for this to be updated to the information on our EE Help page.

Do you still have the same information showing within your My EE?

Thanks 🙂

Leanne.

[HPi]

Hi @Leanne_T 

Just checked again, and the page at https://myaccount.ee.co.uk/app/landing-payg still has the same information saying that you will earn previous free boosts when moving between pack types.

While on the topic of keeping or losing free boosts, please could you explain why I should lose my earned boosts when changing pack type? It seems like an unnecessary punishment for long term customers.

Thanks 🙂

[Leanne_T]

Thanks for checking @HPi 

I will let the team know. 

I am sorry, if you change from a 30-day pack (£10 or above) to a seven-day £1 Pack or to a £5 Pack, or vice versa, you’ll lose any Free Boosts you have and will need to buy the required number of packs again to get another Free Boost.

Also, if you buy a 30-day £5 Pack and change to any other pack or vice versa, you’ll lose any Free Boosts you’ve earned.

Leanne.