Customer Purge

[marcusawilder68]

Are EE purging customers? My reason for asking is that I am at the end of my minimum term for a watch plan and I am unable to upgrade. On the website it says that EE cannot offer an upgrade, when I speak to CS I'm told there is no upgrade available to me and when I speak to Customer Retentions, all they offer me is the opportunity to carry my plan on at the rate I'm paying now or to disconnect.

It feels, to me, that EE no longer wish to keep me as a customer. Has anyone else had this? 

[Michael_D]

Hi @marcusawilder68 

Thanks for coming to the community.

It is a little strange that you are being declined an upgrade on your watch. If you are at the end of the contract you would normally be able to upgrade, unless there was something on the account preventing it.

The best thing I can suggest would be to give our upgrades team another call so they can check the account and if they say the same thing, ask them what is stopping it.

Michael

[marcusawilder68]

Spoke to Customer retentions again, via the customer complaints team. They will now allow me to remain on my current plan & price on a rolling monthly contract but no more. They cannot see nor give a reason for not allowing an upgrade but are refusing me one. I will be going elsewhere.

[Ali_A]

@marcusawilder68 

Which watch make/model were you looking to upgrade to? 

Ali