December price increase

[Not-happEE]

Whilst I understand EE's annual inflation linked increases in March, but don't agree with them, I have just received a price increase from £30 to £34 without any explanation whatsoever!!! Anyone else experienced similar ...?                                                        Needless to say I have now switched provider, especially as EE don't seem to be able to come up with an explanation for this. I was hoping for an answer before I take this to Ofcom (who ruled in my favour the last time I had to contact them re EE!)           

[Not-happEE]

So in this case, EE just trying to renew my contract at extra cost without informing me in advance...?

I wonder what happened if your car insurance company did something simliar!

[Not-happEE]

When a broadband contract comes to the end, this is what is required of the service provider:

"Providers are legally required to inform you about the end of your contract so you can switch or renew, and they must do this by sending an end-of-contract notification"

Obviously EE seem to think they're above the law, let's see what the Ombudsman has to say about this!!!

[Linzi_H]

Hi @Not-happEE 

So our team can review exactly what's going on, please give us a call directly. They'll be able to open a complaint for you, and I'm confident they'll be able to help further with your concerns.

Linzi 

[Not-happEE]

Hello @Linzi_H 

Thanks for your reply. I have been trying, with no luck, to speak to somebody yesterday about this before I jumped ship.

Within a minute of getting the wheels in motion to change provider, I had a call from your customer service team, wondering why I decided to switch! Unfortunately this person couldn't answer any of my questions, nor put me through to someone who could, thereby only re-inforcing my decision to leave.

So with all due respect, having wasted best part of 30 minutes trying to get through yesterday, maybe one of your team could contact me instead...?

[bristolian]

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@Northerner wrote:

I asked in your other thread

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Another classic example of why cross-posting across threads is bad etiquette sooner or later!

Duplicate threads merged.

[Linzi_H]

I'm disappointed to hear the team wasn't able to answer your questions @Not-happEE

Rather than calling again, I'd suggest you Fill out our complaints form, and a dedicated member of the team will reach out directly within 7 days, if not sooner. This is also our highest level of complaints, and they'll be able to review everything, including the experience you've had over the phone. 

Linzi 

[XRaySpeX]

Look in your initial confirmation of order email "Thanks for choosing EE" headed "About your Order.". Did it have something like this:

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Ongoing charges for this order

Broadband Package	£37.99
Broadband discount Your special offer discount lasts for 24 months	-£5.00
Total ongoing charges	£32.99

Annual price changes

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?

[garybs29]

IIt'll be a 24 month contract ending & discount coming off. The contract is not auto renewed & the OP is free to join another provider or contact EE to renew, why this thread has got this far I don't know

I also suspect the OP has missed the email they would have been sent or hasn't received it yet as still over 3 weeks left on contract

[Not-happEE]

@garybs29 

The only thing you're right about is the fact it's a 24 month contract i'm on, which runs out on 14th of December:

The reason this thread has gone this far is because EE has informed me yesterday that my Direct Debit will now be £34.26 instead of £30.21, to be taken out of my bank on the 6th of December, without explanation. That looks very much like auto renewal to me...?

With regards to your suggestion I might have missed an email from EE, believe me I've got every single email and text from them since at least October 2023, when they first messed me about for almost 3 months regarding initial Fast Fibre connection. That case I took to the Ombudsman who upheld my complaint btw!

So your comments as a 'skilled contributor' have been as useful as yesterday's phonecall from the 'I-am-sorry-you're-leaving-us-team' !  

[garybs29]

If you really have all the emails then you'll see I'm right & it never needed to go as far, nobody else seems to have been "auto renewed" in same situation

Last one from me, go & check your order confirmation one & check what it says happens after 24 months then