Upgrade more expensive

[ollierussell]

I have just lost my phone. I'm on a sim-only contract and can't afford to buy a new phone outright. EE are offering an upgrade but it's so much more expensive to upgrade than to become a new customer (I've been with EE for 15yrs). I have seen the same phone/plan for 30% less on another network but EE wants £200+ to cancel my sim only contract. How can I get the best deal here? Feel like I'm being screwed over.

[bristolian]

Hi @ollierussell 

Sorry to hear about your lost phone.

Unfortunately current-generation smartphones are not cheap devices, and it sounds like this is reflected in your upgrade costs.

Some network providers are cheaper than others, and EE has never claimed to be the cheapest - but they do pride themselves on the quality of their network. Again, this will be reflected in their prices.

It sounds like you're relatively early into a 12 or 24month SIM-only plan.

[ollierussell]

Thanks for your response.

Sorry, for clarity - I meant it's so much more expensive to upgrade as a current EE customer than to become a new EE customer. I.e the deal I was looking at was £73 per month (as an upgrade) but when I look at deals for new customers the same deal was £50 a month.

I totally understand the need to build out a customer base but charging loyal customers so much more seem a bit ludicrous! 

[Jon_K]

Hi @ollierussell.

Are you looking at these offers online?

If you can call and speak with our Upgrades Team, they will be able to run through all available offers with you.

Jon

[ollierussell]

Thanks, Jon. That's exactly what I did and I got a much better deal!

[Leanne_T]

Thanks for coming back and letting us know @ollierussell

Leanne 🙂

[Woods19]

Yes 100% agree new customer deals are so much cheaper than existing customer deals. So much so that I'm considering leaving altogether!

[Kernowreader]

Me too.   Friends and colleagues keep telling me about the deals they have with other networks.  When I look at the equivalent of the phones and the data allowance etc. they have as an EE  upgrade it's more than I am paying now and definitely more than they are paying. I like ee coverage and the customer service is usually good but I haven't been so happy recently. 

[Leanne_T]

Hi @Kernowreader

Thanks for coming to the community. 

If you would like to discuss your upgrade options, please give our Mobile Care team a call on 150. They will be happy to help. 

Thanks 🙂

Leanne