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24 month airtime contract but 36 month handset contract on upgrade

hibees01
Investigator
Investigator

‎13-11-2022 11:59 AM

Hi

I opened a live chat with an operator to get a PAC, was put through to retentions and was offered the same deal as the one I was looking at with a rival.

All good, same cost, same 24 month contract.

Was sent a link to the T&C's to agree to the contract, but when I read it the airtime conract was for 24 months but the handset contract was for 36 months.

Was never told this by the operator but luckily I read it. I find this very dishonest  on EE's part.

Is trying to scam your customers what EE have lowered themselves to?

I have another 3 contracts on my account and as soon as the contracts are up I'm off.

4 REPLIES 4
bristolian
EE Community Star
EE Community Star

‎13-11-2022 01:06 PM - edited ‎13-11-2022 01:21 PM

Have you compared prices with purchasing your chosen phone SIM-free and then having a SIM-only plan?

All phone & online based sales come with a 14day "change of mind" right of return if you're not happy for whatever reason.

hibees01
Investigator
Investigator
In response to bristolian

‎13-11-2022 01:13 PM

To be honest I've sorted it and switched provider.

Just wanted others to know what EE are up to here.

Wonder how many have been caught out with this but won't find out for 24 months.

Schockwave
EE Community Star
EE Community Star
In response to hibees01

‎13-11-2022 04:14 PM

@hibees01 , Phones are getting more expensive, but by giving you a 36 month contract for the phone, means you can pay over a longer period of time at a lower monthly cost per month, but the airtime is still 24 months, so you are able to upgrade or downgrade the airtime after 24 months. I see it as a good thing, as many would not be able to afford a new phone if 24 months.

Customers should read what they sign, then they will not get caught out, that is down to the Individual customer to make sure they know what they are buying and signing up for, quite frankly.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
0 Helpful
hibees01
Investigator
Investigator
In response to Schockwave

‎13-11-2022 04:50 PM

Hey there Shockwave, I haven't got a problem with EE trying to make things more affordable, what I have a problem with is EE telling me that they have matched a rivals contract, ie, a 24M contract for £xx and then all I have to do is agree to the terms and conditions, and remember I've already been told that EE have matched the other contract, only to find the handset contract is for 36 months.

The rival contract was 24M for £xx all in.

I don't think a bit of transparency would be too much to ask for, would you?