I cancelled my contracts with EE as I wanted to try another operator with an innovative product. Unfortunately that didn't work and I went back to EE before the contract had ended. The agent (who wasn't very good) reactivated my number and I got a new contract, albeit not as good as a new customer would get.
I wanted to get a new contract on my mobile data contract 126GB which I've had at currently at £26.50. I logged onto my account saw that there's an unlimited option for £16-20 over 24 months. When I called into upgrade, initially it wasn't available for me, but I insisted I see it on the website. After a little to and fro, he conceded and I proceeded with the terms & conditions, but the price rise was £2.50 every march, not £1.50 as shown on the website.
He insisted that there's no such product on the app (even though I was talking about the website) and couldn't comprehend that I'd logged into my profile which showed me different products and prices and insisted that the only one available was the £2.50 price rise.
I'm retired from IT Service & Project Management, so I know how things tend to work inside the company.
Next he claimed that the website was being updated and therefore the prices were wrong, but then I remembered that I've had already fallen into same trap with my primary number contract over a week earlier, where I saw the price rise to be £1.50 every March, but contract stated £2.50. At the time I just thought that the agent had misspoken, as he had a bit of an accent (as do I), but no. Any decent IT company doesn't take 2 weeks to update their internal and external prices, so this is either gross incompetence or way to upsell to naive customers.
I was told that he couldn't do anything about, which makes sense as he's a 1st tier agent and not internal IT and told me to make a complaint. I went to the complaints page and it states call 150 for fast service or use the webform which can take up to 7 days. I tried calling, but there is no option for complaints in menu, so I couldn't make a complaint over the phone.
So again either outdated website information or deliberately misleading the customers.
I only use EE because it's the only network that works where I live rurally, despite being very expensive with poor customer service, not to mention the hundreds of spam calls I started receiving immediately after I joined EE the first time around 2 years ago after having the same number for over 10 years with barely any spam calls.
I just wanted to post here so that no one else gets (un)intentionally upsold the products before I proceed to make a webform complaint, because the phone complaint option doesn't seem to exist.
Hi @Belerion
The price you highlight is an additional line price so I assume you are looking for an additional line to your current contract. That is not the price for an upgrade to your existing line.
That product is £27 for me but if I log in then I am offered it at the same price above as a second line.
Thanks
Thanks for reply. I was maybe unclear. I had cancelled the existing expensive contract for Data SIM and was looking to get a new one for a lower price and unlimited data, so that's not the issue (in addition to my primary phone SIM)
I was offered the £17 deal, but the price rise told to me on the phone would be £2.50 every March, instead of £1.50 listed on the website under my options.
👇
This seems to happen with Data SIM Only plans, not with regular SIMOs with call & text allowances.
Done a test order to see the same message, including throughout checkout.
The section at the bottom of the basket refers just to "will increase by £1.50 for SIM Only plans" though - which should be worded differently if it is in fact a different price change category from a regular SIM Only.
Just thinking about the following, in the case that it may not be an error.
I do wonder if they've instead tried to sell you the £16 Unlimited Essentials SIM Only plan (that comes with a calls and text allowance) alongside the Scam Guard add-on for £1 (normally £1.50, but they can sometimes do it cheaper over the phone)?
Did they mention anything about speed caps? The plan you're choosing is Unlimited No Frills Data SIM with a 10Mbps Speed Cap - the Unlimited Essentials plan, if that is what they were trying to sell you, would have a 100 Mbps Speed Cap.
(The tariff shows as Online Only however, so they may not even have access to it - entirely a theory)
No, because he said there was no calls or texts and the speed cap was 10Mbs, as I was specifically talking about the Data only SIM.
I then said that maybe I should get the Unlimited Essentials because the speed cap is 100Mbs and the starting price was cheaper. Also, that's apparently Online Only offer.
He was adamant that Data SIM only had the £2.50 increase. I was already going through accepting the T&C when he said told me about the £2.50 increase for Data SIM only.
I've had 2 contracts for 2 years, direct debit so always paid on time. You'd expect a bit better quality service than this.
