Ridiculous and inconsistent "offers"

[finglonger]

Hi all,

We have our broadband and a landline with EE. Our 24-month contract is up at the end of the month and I was sent an email notifying me of this. It stated:

- I am on Fibre Plus with Landline, with speeds of 67 mb/s for £35.20 a month (this is correct).
- When my contract ends, I will still get speeds of 67 mb/s and have a landline but my price will increase to...£35.20 a month (please do check my maths, but I'm pretty sure this is an increase of £0).
- The email also offered me an "upgrade". This was to a 24-month package called Fibre Plus with landline, where I would get 67 mb/s and it would cost me £35.80 a month.

So I can do nothing, and my price will increase by nothing, and I can have the same things and leave at any time. Or, I can pay 60p more a month for exactly the same things but be tied in for 2 years!?!

Assuming this was some sort of auto-generated email mess-up, I clicked on the link in the email and was taken to the website upgrade section. There I was offered yet another choice between Fibre at 36 mb/s for £34 a month but no landline (this was an £8 optional extra), or Fibre Plus at  57 mb/s for £37 a month again with no landline but I could have it for £8 more. There was no sign of the upgrade option my email offered.

I haven't decided whether to stay or not yet, but I'm posting this in the hope someone at EE sees it and realises how bonkers and confusing this is, and how bad a look it is in terms of customer retention - literally my best option is to do nothing, go off contract and then leave whenever I want once I've found a better deal. All the "upgrades" were more money for less, and in some cases were 150% of the cost for just over half the speed! What the heck is going on? 🙂

[Mustrum]

@finglonger   this is not Customer Services, so no one knows who you are, so your home may not get fulfilled.

That said, I have found the reminders useful - as a reminder, but have always found a call to the Broadband Care Team has resulted in the best renewal deal.

Also the product names for EE Bandwidth products can take some working out before you know what you actually get - you need to look at the details and small print!

[XRaySpeX]

Any upgrade is likely to change the landline from analogue to digital.

[finglonger]

Yeah, I suspect a call is the only way I’ll sort it out and get a straight answer. However, this is another annoyance (to be fair not just with EE, but all mobile firms) - I loathe the fact haggling will often get you a significantly better deal. This is an international comms company, not a flea market or a car boot sale - it should be fixed, simple offers and the same offers for people in the same situation.

I can be bothered and I’m lucky enough to have the time and knowledge to be able to phone and negotiate. Someone who can’t be on hold for a bit during the day, or an older person less savvy about what they’re being sold etc. may not be in such a position. Them likely getting a worse deal as a result is horribly unethical!

[XRaySpeX]

Less of this ageist "an older person less savvy"! Why not just "a person less savvy"?

[Chris_B]

@XRaySpeX  Almost crying with laughter 😂.    

[finglonger]

Mate, if you don’t have to do parental tech support and general IT/contract advice then count yourself lucky 😁