Contract Regrade

[Scouser]

So I had a complaint in with EE basically I'm halfway through my 2 year contract I'm paying £37.99 a month for 500gb but there's a deal on for 900gb for £25.99 a month I spoke to an EE agent today who told me I basically have to pay the remainder of my contract which would be £150.90 then sign up for the deal of £25.99 with EE again apparently EE have made it like this so it's a lot of hassle for the customer and EE is a business that want to make money. I did try and get my complaint escalated but the EE agent was having none of it. I've been an EE customer for 19 years and really can't believe what I was told today. Just wondering can anyone advise or if anyone has had the same scenario happen to them.

[XRaySpeX]

@Scouser : Are the '500gb' & '900gb' either:

• Data for a mobile phone or SIM, measured in 'GB'? OR
• Speeds of Broadband, measured in 'Mbps' ? Anyway it should be Megs (M) not Gigs (g).

I'm assuming the latter from your previous posts.

As an existing cust. for BB you can't downgrade to a cheaper plan mid-term & certainly not to a plan for new custs, but only in your upgrade window from 30 days before end of term. You have no grounds for a complaint.

[JimM11]

@Scouser At £37.99 a month for a FF500 is realistic EE price, was paying that 2 years ago for the package, you would still be saving in the long term doing what they said.

[Chris_B]

@Scouser  Unless EE make you an offer to regrade and you’ll see this within your EE account then this is classed as an upgrade and to upgrade before your upgrade period will mean paying off what your currently own on a contract that you agreed to honour for the duration of that contract.  

[Northerner]

Hi @Scouser 

https://ee.co.uk/help/terms-and-conditions/broadband/home-network

Ending the service and this agreement

10. When you can end the service and this agreement

a. You can cancel the agreement if you change your mind about the price plan during its cooling-off

period, as explained in point 5. You do not need to give a reason and you won’t have to pay an early

termination charge (but you may have to pay the non-returned equipment charge).

b. Any additional service you have may have its own cooling-off period, as explained in point 5. If you

change your mind about an additional service during its cooling-off period you can cancel it without

giving any reason, but if you are outside the cooling-off period for the price plan and still within the

minimum term you will have to pay an early termination charge if you want to cancel this agreement.

c. Outside the cooling-off period you can cancel a service or the agreement at any time by giving us:

▪ 14 days' notice, if you're switching to another provider through an approved switching process;

or

▪ 30 days' notice, if you're cancelling a service or the agreement for any other reason.

If you're outside the cooling-off period but within the minimum term when you cancel the agreement, you

may have to pay an early termination charge. Points 10d, 10e, 10f and 11c explain when an early

termination charge won’t apply.

Thanks