Only 250 minutes on plan?

[StevenW1]

Hi there folks. 

I ordered an additional sim only line on my account this morning, to give to my daughter for her birthday.

I was sure I checked and double checked that the new plan had unlimited calls and texts, plus 250mb of data, before I ordered. 

I then received my confirmation email, which says that my new line includes only 250 minutes.

I have tried to find the plan again on the website, but it just says I can't upgrade or get a new line right now, and won't show me the page with the plans on. 

Any help appreciated 

[Chris_B]

@StevenW1   the cheapest EE sim offers unlimited calls with only 250mg of data at £13.   I would call customer services about this as is right if it says 250mins if calls. 

[StevenW1]

Thanks for the reply, Chris. 

The price I was shown on the existing customers page, when logged in, was actually £9 per month for that same £13 plan, plus a 10% discount making it £8.10 per month.

I was reluctant to try and call customer services due to all the covid 19, don't call us if you can help it messaging on the website lol. But I will have to call and hope I'm not on hold for hours like when I tried to call sky... 

[Leanne_T]

Morning @StevenW1

Thanks for posting on the community.

If you get in touch with our Mobile Care team they will get this looked into for you and help you with the new plan, vulnerable customers are being prioritised, but you can still contact us.

We’re doing everything we can to help our customers and look after the wellbeing of our people during the Coronavirus outbreak.

Our contact centres in the UK and Ireland are open to help keep you connected, but we have fewer people available to take your calls.

Let us know how you get on 🙂

Leanne.