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EE shoots themselves in the foot

ag899
Investigator
Investigator

Here's why I'm leaving EE and not coming back.

I was perfectly happy with my £10 (£9) a month 5gb PAYG account, but after more than 30 sales calls, I was convinced to 'upgrade' to a £20 a month, 2-year contract, that would work out the same price and have more going for it. It worked out to be £9.80, and had the same data but more minutes, which I stated I never used. When I realised this I tried to cancel  the next day and was told I'd have to pay £225 outstanding in charges, which wasn't true under the 14 day cooling off period requirement.

After I managed to cancel the contract, and was told that no payment would be taken, a few days later... the first £9.80 payment was taken, despite no use on the number. I tried to request a refund but was told it wouldn't happen although no further payments would be taken. All I wanted was to return to PAYG with my original number, but one month on, I've still not got access to my old PAYG number and can't use any data or texts.

And for some reason, I'm being reminded that payment will be taken again in a few days, despite not one single use on the number and the contract being terminated the same day it started.

So I'm off to Giffgaff.

7 REPLIES 7
Katie_B
EE Community Support Team

Hi @ag899

Thanks for coming here. 

Did you request to cancel or to move back to pay as you go?

If you text AL to 150 from your EE SIM what reports back?

Katie

Yes I was told the contract was cancelled, and it is listed as both starting and ending on June 6th 2024. And yes I was told my account would return to PAYG, and I provided the PAC code to the EE employee. I have screenshots of everything.

Nothing happens if I text AL to 150.

XRaySpeX
EE Community Star
EE Community Star

Why did you have a PAC? No PAC is needed for moving from contract to PAYG within EE.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

I received it in a text message from EE

Chris_B
EE Community Star
EE Community Star

@ag899  You received the PAC because you requested it.  The PAC is to change your number over to a different network.  It’s a  Port Authorisation Code you don’t port within the same network you only port out of a network. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

I did not request it because I didn't want to leave the network! I wanted to return to PAYG. It was sent to me with a few other text messages whilst I was speaking to the EE person via chat.

XRaySpeX
EE Community Star
EE Community Star

Most peculiar or a misunderstanding!

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP