warning to long term legacy customers

[Grant333]

Hi All, long story short don’t trust any special EE offers sent to you after you have decided to move supplier due to their recent price increases……

I have been a long term client of EE and they have always been fair at renewal time but they are now migrating (what they call legacy) EE accounts over to "new EE" which is basically BT/EE customers together on a new database, a big change away from the older more personal service. In doing so their price went up considerably to £31.99 plus £5 phone line, so I elected to move, but they then emailed over a new offer of only £26.99 plus £3 phone, confirmed by phone as well. I could only get this rate if I cancelled my move, so I did, then on contacting EE back the price returned to £31.99 + £5 and they refused to honour the offer price despite the fact I had it in writing and had cancelled the move! This put me in an awkward position and I found EE to be uncaring and uninterested in rectifying the situation.

EE clearly have no loyalty to long term clients if my experience is anything to go by and it appears you can’t trust their offers because the terms and conditions say they can withdraw an offer at any time, even hours later with no explanation.

I have now moved to Vodafone, achieved twice the speed I was getting on EE (despite the fact EE said I had the fastest speed possible on our line), have a much better router included and the swap was easy, with  a price of £25 compared to £36.99 (saving £287.99 over the 2 year contract) and the pre-confirmed price increase is also £1 lower each time than EE.

If your contract is up for renewal be aware of the above when making your decision.

[Rach_H]

Hi @Grant333,

Welcome to the Community!

I'm sorry to hear about what has happened with your offer, and I can understand your frustration. We do strive to get you the very best offer, though I do understand how upsetting it must be if you have cancelled your order elsewhere. 

Rach

[Timbo45]

@Grant333 

My guess is that Vodafone are not using OpenReach but someone like City Fibre who are much cheaper than OR.

[Grant333]

It wasn’t City Fibre we are still on fibre to the cabinet here, the increase in speed was down to Vodafone setting up our connection properly, where as EE for the past many years had just taken the money and not reviewed our connection. 

Speeds are slow here so the increase is miraculous it has gone from 21Mbs EE to 60Mb Vodafone while saving nearly £300 over the contract and the swap was a piece of cake.

EE are going downhill, why email a specific offer to a customer only after the order to move has been placed, then refuse to honour it after inciting the customer to cancel the move….. this was no way to treat a long term customer of over a decade (at two addresses), but the new EE seems all about money, small print and computer says no - such a shame to see the decline!

[Vulcaniser99]

EE doesn’t really exist anymore, It’s BT . I fully understand exactly what you’re saying. Loyalty means nothing which is sad

[Grant333]

I’m sad to say they now have zero customer service - it’s ok until you have an issue and then they aren’t interested!

I get the way they insist on a higher price to try and maintain BT profits (even though BT is no better than other ISP’s)

Then if you actually start to cancel they send a competitive deal, sneaky but understood.

You say, ok I’ll take the deal, they say but you have to cancel the move… which you do.

Then once cancelled the price goes back up to full price.

You complain, eventually to the directors office…. they say "I know we sent you the lower price in writing - I know we said you need to cancel the move to process the new deal -BUT we can change the price anytime take it or leave….. WOW

MY ADVICE TO ANYONE AT THE END OF THEIR CONTRACT IS DON”T BE AFRAID TO MOVE FOR A BETTER DEAL, the move is easy and in my case I wish I had moved to Vodafone a few years back to save a pile of money with better service.