My SIM only upgrade order appears to have been processed incorrectly

[Rothermere]

I just had flagged to me that I was eligible for an upgrade to my SIM only account.

I selected the web offer £27pm Unlimited Data plan, which was then confirmed via email as being an "Essential Plan, unlimited minutes, unlimited text messages, unlimited data, 12 month plan"

However, I've had my data capped immediately at 40gbs for the month.  After a bit of hunting around MyEE, on the upgrade page it says that my new plan is EE Sim Plan Unlimited £27 UPG, but underneath that, in the plan summary, it says "Your SIM plan gives you 40GB of 4G data and unlimited texts and calls to UK mobile and landlines, all of which you can use in the EU."

This doesn't seem right at all, as there's no mention of a 40gb limit, and the confirmatory email says that the plan is unlimited (as does the title of the plan).  There is no customer service available, due to COVID-19, so I don't seem to have an option to get this fixed, and I really need to do so quickly as I need 4G data, as I'm in a very poor broadband patch.

Any advice as to how I can get this fixed would be appreciated.

[XRaySpeX · Accepted solution]

It's just a mistake by EE. It's happened to many new unlimited data plans. You will need to speak to CS tp get it corrected.

[Rothermere]

Thank you very much.  That's reassuring.

Any idea how I can get through to CS at the moment?  I booked a phone appointment with my local EE store, but they didn't phone.  And when I dial 150 I'm told that they are only taking calls from the vulnerable.

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance. 

If the only way is to phone you gotta phone however busy it is.