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?

[HPi]

Hi @Leanne_T 

I understand that is what the EE help article says, but my question is why is that the stance taken by EE? The help article doesn't explain why I should lose my boosts when switching, and it clearly seems that there is some confusion about this policy within EE as whoever wrote the MyEE page wasn't aware about losing previously earned boosts.

[Leanne_T]

Hi @HPi

I will certainly feed this back for you, and let the team know this information has not been updated within My EE. 

Thanks.

Leanne.

[HPi]

Hi @Leanne_T 

You seem to have missed my question again.

Why would EE remove my boosts when changing pack type?

[HPi]

Hi again @Leanne_T 

Just checked again and My EE still says that I will not lose my free boosts.

At this point would it be easier to update the EE Help page to agree with the My EE page?

If I change my pack will EE honour what the app and website have said for the last month and let me keep my years of earned free boosts?

[HPi]

Hi @Leanne_T, any other EE staff/community members,

The page at https://myaccount.ee.co.uk/app/landing-payg still says that when switching between pack types we will continue to earn previously earned Free Boosts.

It's been 10 weeks since I reported this and it still hasn't changed.

I take it that the page has therefore been looked at and deemed to be correct? We can now change packs without losing our boosts?

[Leanne_T]

Hi @HPi 

This has been sent to the relevant team to be updated and to have the same information as the Help page for 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.

Leanne. 

[Leanne_T]

Hi @HPi @XRaySpeX 

The information within My EE has now been updated and does advise you will 'lose' any free boosts as the Help page. 

Thanks very much for letting us know 🙂

Leanne.

[HPi]

Hi @Leanne_T 

Any update on why EE removes free boosts when switching pack type?

[XRaySpeX]

Thanks, @Leanne_T . As I thought.