Change sim plan while flex pay still in contract

[cb911]

My 24m sim plan contract ended last week, but my device contract still has another year left.

Because the device is still in contract i cant see any 'upgrade' or switch options for just the sim plan (which is now out of contract). There is only options for full device upgrade, which i cant do for another year. 

I have tried just selecting a new sim only deal online, but when i get to the basket it says i am 'adding  a new line'. Obviously i don't want to do this, but i cant figure out how to just switch over my current sim plan.

I want to stick with EE and just simply change my sim plan to a better pay monthly deal, which usually is really easy to do online. I just cant seem to figure out how to do it now!

Thanks

[Matt_124]

While some people on here have claimed you can upgrade to a SIM Only, I haven't seen any evidence of anyone actually successfully doing this while still paying for their Device Plan.

I believe all upgrades are blocked on the EE system until the Device Plan has been cleared/ended, so your Airtime plan will just continue to roll on a monthly basis until such time as your device plan ends or you clear the balance.

[Ritu_D · Accepted solution]

Hi @Matt_124 

Thanks for reaching out here on the community. 

I am sorry you are experiencing issues completing a sim only upgrade online. I would suggest you Contact Us to discuss your options. 

Thanks 

Ritu 

[Raddersc]

Ridiculously I have just spoken to the upgrade team who confirmed that although my SIM contract ended last sept, because my phone contract doesn't expire until sept this year, I cant change my SIM contract to SIM only unless I pay the outstanding phone balance off in full. The ridiculous part is that I am free to switch my network to a different company and will be able to continue to pay the remaining phone contract off monthly.

I went round and round in circles trying to work out how I could stay and not pay an extortionate amount to change my plan but in the end the advisor agreed that its easier for me to leave and go over to another network provider than it is to upgrade and stay with EE. How can a company allow this to happen? Clearly they aren't really that bothered about retention of customers.

[Katie_B]

Hi @Raddersc. 

Thanks for coming here. 

I can confirm if you are out of contract on your airtime plan it is possible to change to a SIM only plan whilst continuing to pay for your current flex pay agreement. 

Please give us another call so this can be looked into further, it would be great if you could also keep me updated here on the community with the outcome of your call. 

Katie

[Raddersc]

I have spoken to 4 different people via either chat or calls and they all told me it couldn't be done. After getting frustrated I didn't want to spend anymore time trying to sort it out and have taken up a new sim only contract with another company.

Hugely disappointing after being with you for 5 years but I have spent enough time now trying to organise to stay with you. 

[Katie_B]

Hi @Raddersc. 

Thanks for getting back to me. 

I would recommend completing this online form, a member of our complaints team will be in touch to help get this sorted for you. 

Katie