EE One - misleading discount?

[hevster_uk]

So I just moved to EE Broadband from BT.  Good price and easy enough switch.  The less said about the EE website the better, but hopefully I won't need to use it much if the broadband is as reliable as BT has been - and it's the same network so it should be.

Anyway, as part of the move I was very interested in the EE One offer - £20 a month off mobile contracts for existing broadband customers who move their mobile to EE.  I'm with ID and not really impressed with their recent outages and poor Customer Service.  So EE One discount looked a great deal. 

I had a look at the Pay Monthly packages with a new phone. Decided on a Pixel 9 Pro 128gb - good phone, not crazy money.  Price with Full works over 24 months, £63.96 a month. 

Then logged in to my account and price was £53.46 for identical package.

Screenshots below...

Aha, I hear those of you still awake and reading are saying, where is the £20 discount for your EE One broadband customer benefit? That is only £10 discount!

Just got off a live chat with EE. Apparently the price you see as an ordinary person on the website is not the price that EE are using for their EE One new mobile customers. And their standard price has a £10 new customer discount applied - even though the website doesn't say that. I've had a little look and I can't see it mentioned anywhere. So to me, you look at the price quoted on the website and that is the normal price for non-EE customers, whether you have broadband or you don't.

I had a quick read through the T&Cs for EE One and I think EE could be acting contrary to them. The T&Cs for EE One say 'Savings based on the cost of identical EE SIM plans to non-EE broadband customers'.  Which to my mind should be the price of £63.96 that every new customer sees when they want the package I wanted from EE.

So - are EE misleading potential new mobile customers with the EE One claim of £20 discount a month when it is really a £10 discount?

[Matt_124]

The 24-Month £40 Full Works Airtime plan is a promotional deal, not the full price on which the saving headline is based, as such this is not a direct comparison or an "identical package".

Full Works is usually a 24-month plan at £48pm on SIM Only, and on an Airtime plan, with some variations here and there depending on the device for said Airtime plan.

Admittedly, that is still an £18.50 discount and not £20, but is more of an apples to apples comparison than the one you have chosen.

Also worth pointing out all of the EE One offers are 1-month-rolling Airtime plans or SIM Only plans, which usually attracts a price premium due to the flexibility. They are entirely exclusive plans offered to EE Broadband customers and are not "an identical package" to any deal any other customer will see.

The way the EE One plans are deployed (taking the example of Full Works) is a £49.50 1-month-rolling plan with a £20 discount while you have EE Broadband, making it £29.50 per month. This is a £20 discount as the headline states.

These prices were aligned loosely for Full Works (£48 -£20 = £28 for EE One Full Works) up until the price change on the 31st March 2025 where SIM Only and Airtime plan prices increased by £1.50.

[hevster_uk]

I disagree.  The comparison is two different pricing models for the same phone with the same plan, The Full Works.  EE invite that comparison by not putting any explanation anywhere on the site that the Full Works offered under the EE One scheme is actually different than The Full Works offered outside the scheme.  That is entirely is the fault of EE, not the customer.

It's not like I hunted for the comparison. I did what any new customer would do.  Compare all the ways of signing up for a new account with you that your website tries to offer.   The same phone and the package with the same name.  You get one price for a new customer without EE broadband, and a different price for a new customer with EE broadband. 

 You can state "They are entirely exclusive plans offered to EE Broadband customers and are not "an identical package" to any deal any other customer will see." in bold but it doesn't change the fact that the EE website is at best unclear and at worst misleading in the offerings.

EE still offer a discount on the package for Broadband customers, just less than they claim.  Perhaps a revision of the T&Cs or a plain statement summarising your extensive notes above would be advisable? In the spirit of not creating a false expectation in potential new customers?  It's not difficult to do.