Contract advertised as 100mbps cap but it's actually 10mbps?

[Swallzy]

Hello. I've ordered online a SIM-only deal for a 12-month contract with 50GB of Data with Roaming included for £18 a month. It was clearly advertised that the max speed is 100mbps (I have a screenshot). After the order I've received an email where it says that the cap is at 10mbps. At first I thought that this was a typo, but after a while some information started to appear in my account in the EE app about the contract details, and there it also says that the speed is Max 10mbps. Keep in mind that I still haven't received and activated the SIM card but I started to wonder if this is a mistake in EE's system or it is a false advertising on the website. Should I go to a local branch tomorrow to ask what is going on with my new contract and if I receive the SIM before I go, should I activate it and check the speeds or contact EE without activating? Not sure  if this matters but I am also transferring my old number, which I had on a rolling contract until today.

[Linzi_H · Accepted solution]

Hi @Swallzy 

Welcome to the Community.

I'm sorry to hear that there's been some confusion over the new SIM Only deal that you've ordered online.
If you call our team directly, they'll be able to double check the plan you're on and what speeds you can expect to receive. If there has been an error, our team over the phone will be able to get this sorted out for you.

Linzi

[Swallzy]

Hi @Linzi_H 

Thanks for the reply.

Is it ok to activate the SIM when it arrives and check the speeds or is it easier for your team if I don’t activate the SIM at all?

[Linzi_H]

Yes, it's absolutely fine to activate the SIM and test it once it arrives @Swallzy 

As you've ordered online, you'll have 14 days to return this if you change your mind for any reason 👉 EE returns. 
But if things aren't as expected, I know our team over the phone would be able to help if needed.

Linzi 😊