Device plan ongoing. Airtime Contract Ended

[Jokeshop2026]

Hi. Airtime contract ended Nov 2025. Device plan ends Nov 2026. You would therefore assume it would be really easy to change my airtime contract  to a cheaper one? (Current one is ridiculously expensive!!)
Well, i have found it impossible, nothing on app, nothing on web browser. It should be easy seeing as though contract ended for airtime. I should be able to easily unlock my phone to any network and take custom elsewhere! 
Call me cynical, but is this purposely made difficult!!…….

I said i wasnt happy on webchat and was getting politicians answers on everything. Agent had stated he had raised a complaint on my behalf. I did receive official complaint notification. A few weeks later my complaint notification stated issue resolved?!! Is it? No one has contacted me and guess what, i am still paying a fortune on airtime!! Wondered if others had a similar experience too? Thanks in advance. 

[bristolian]

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@Chris_B wrote:

@bristolian . With a flex tariff you cannot upgrade via online or the EE app once the airtime contract has ended.  You have to call customer support to request an upgrade for the airtime contract.

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I'm not entirely sure that's true, or there may be more complexity to it. I'm on FlexPay with both the finance & airtime elements having run their 24month course - so my airtime is now on 30days rolling, and finance loan cleared.

The MyEE app has had the "upgrade now" link for a few months now. Your case sounds similar to the OP here, where the finance loan is still running, but the airtime has exited minimum-term. I still also struggle to see what would be necessarily gained by seeking a change, given that both elements of the split-plan are still running.

[Chris_B]

@bristolian  Depends how long the device contract is for.  Mine was over 36 months and still ongoing.  If it’s a 24 month device contract and it’s all paid off your account will allow you to upgrade.   It’s only 36 month device contract after the minimum airtime has been reached that this issue with online/app upgrades. 

The gain of changing the airtime contract is to lower it ie a cheaper one.  Im quite happy with mine as it’s cheap already so in no rush to change it.