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

[garybs29]

You can't go to a specific sim only deal while still paying off a handset, there will be other deals that are not the same as sim only pricing

[Chris_B]

@SSowden  provide if you’ve completed your Airtime contract then you can have a sim only contract  You cannot upgrade to a Sim only whilst you’re still in your Airtime contract period.   even if you’re in the remaining few days of it. 

[SSowden]

Thank you. My airtime contract has expired 3 days ago. I tried to explain this to them earlier but they kept putting me on hold to ask the manager then coming back to tell me I can't do it while the device has a year left. It just didn't make sense to me. Is there any better way I can ask/explain to them so they actually understand what I am asking? 

[Linzi_H]

Hi @SSowden 

I'm so sorry for this confusion, and I can confirm that @Chris_B is correct. 
If your airtime contract has now expired, you are able to change to a new SIM Only plan with us. 

I'd suggest calling back, opening a complaint, and escalating this to a manager if needed, so this can be resolved.

Linzi