Changing to a sim only

[RICHARDSMITH99]

Hi.

Can somebody please explain as to why I cannot buy out of my contract and take out a sim only deal and retain my existing number?

I have been told that I will have to wait until my contract is within the last 45 days before I have this option unless I have a new number which I don’t want. It’s a bit like being held to ransom or forcing me to go with another provider just to keep my number. It’s not like they will lose money as I have a buyout cost which is basically equal to the cost of the contract running its term.

[XRaySpeX]

You can!

[RICHARDSMITH99]

A couple of weeks ago the shop and customer services both told me it wasn’t possible. They said that it wouldn’t be active until the end of my current contract. 

Mind you customer service also told me that nobody piggybacks of their network too, which I know isn’t true.

[XRaySpeX]

In the normal course of events you have to wait till the end (not 45 days before as you said originally) of a phone contract before you can upgrade w/out any extra cost. But if you choose to pay the early upgrade fee you may upgrade earlier.

[RICHARDSMITH99]

Which is exactly what I want to do, but they are adamant it is now not something they cannot do.

Apparently due to a change in policy? Hence the comment of “I fell I am being held to ransom “if I want to keep my existing number.

They will do it, but, they won’t transfer my existing number over. I would have to have a new number for some reason. I can only take my existing number at the end of my contract which I don’t get, and isn’t very helpful.

I can retain my number by transferring to a different network though.

[Katie_B]

Thanks for coming here @RICHARDSMITH99.

Since this call, have you been able to call back through to speak with another agent?

Katie

[RICHARDSMITH99]

I haven’t called back but I have visited another shop and they have told me the same thing.

In all honesty I wasn’t impressed with the customer service representative. She was quite standard offish about it all. I did say to her that I could go to another service provider that piggybacks on the ee network and keep my number for similar deals. This is when I was told that ee no longer has other operators on their network.

[Katie_B]

Thanks for getting back to me @RICHARDSMITH99. 

I have sent you a private message for more details. 

Katie

[Katie_B]

Hi, 

I would like to ask a member of our outbound team to give you a call back within 72 hours to look into this further. 

If you are happy to proceed I will need the following:

• Full name 
• Contact number

Katie