Forced to a new contract

[Departing_Rob]

Been with Orange/EE for 30 years. I periodically changed contract with them as things evolved.

I recently had a text message promising a price hike from £11.50 to £16 next month and then £18.50 in April.

Tried calling. First time promised me a 45 minute wait. 2 days later a 30 minute wait. Have they never heard of call-back?

Went to the EE shop in Shrewsbury. Was told 'Yer out of contract'. Well yes I agreed - I have been for months so what's changed? Then was told 'EE is a private company and can do as they please'.  Well, I am out of contract and so can I.

I went 2 doors up the road and 15 minutes later I am now with Vodafone on a much cheaper 12 month contract with included European roaming (which EE had nabbed off me the last time I 'upgraded').

Quite staggeringly bad customer service on all fronts. It's particularly crazy as it's customer service they drove me to having to use because of their heavy-handed 'marketing'.

[Northerner · Accepted solution]

Hi @Departing_Rob 

If you're out of contract then as per EE terms and conditions EE can give you 30 days notice they intend to change your plan. This tends to happen  if you're on a legacy plan.

This is the same for any mobile carriers

You have four options :

1. Speak to EE CS about any deals.
2. Upgrade.
3. Accept the changes.
4. Leave.

Thanks 

[Departing_Rob]

1. Not an option as I couldn't talk to them

2. Ditto

3. Didn't

4. Did.

I didn't say it wasn't fair. I honestly couldn't give two hoots!

I just thought I would point out to Hee-Hee that it isn't a sensible business plan!

I've been forced by the company who had my business into going elsewhere. Complete madness!

[Chris_B]

@Departing_Rob  They do have a call back though.  Unfortunately customer support also has to deal with other customers when they call so can’t just hangup on them when you call,  

[Departing_An]

Likewise, I'm leaving after around 25 years. I had a simple contract, not the best deal in town but not bad and with reasonable EU roaming. Then in the background EE started changing things. I don't check my mobile statements monthly and had made a few donations through my phone so expected my bills to be above normal. But when I noticed if for a few months, I had a check of my account and bills and significant changes have been made. I like to be in control of my account. I get that the t&c's allow changes. But for my the changes and lack of contact meant it was time to move on to see what the competition is like. Since asking for my PAC, EE has been trying to contact me but I can't be bothered to interact with them as I'm sure I'll get the standard spiel. They may offer me what I want but I don't want to stay with a company where you need to initiate or threaten to leave to keep what you want and had so happily moving on to pastures new 😃

[Chris_B]

@Departing_An   That’s a bit  contradictory there

“ I don't check my mobile statements monthly”

”I like to be in control of my account”

surly being in control means you check every month so if there’s any change your know about it.  

[Departing_Rob]

@Chris_B

This is not contradictory: you appear to be confusing control with micro-management.

Control is noting how much has gone out to EE on the direct debit each month when looking at one's bank statement.

Checking the EE statement fastidiously each month is micro-management and, as anybody in the real world will tell you, is really only an illusion of control.

BTW you wrote 'They do have a call back though'. I beg to differ. I would have used it had it been offered. Maybe the option gets turned off after the call wait time goes beyond a certain threshold to avoid setting call centre targets bound to be missed.

@Departing_An 

I hope you have a smooth ride with the better deal. I have. And don't forget to reset your voice mail on your new service.

[Chris_B]

@Departing_Rob  I wouldn’t say checking once a month to check your bill/account is micro managing at all,  it’s called being in control of your account/spending so anything out of the ordinary can be addressed, otherwise it could go on for months.    That sounds familiar doesn’t it.   

And yes they do have a call back.  It’ll literally one of the first options you hear,     

as for 

“Control is noting how much has gone out to EE on the direct debit each month when looking at one's bank statement.

Checking the EE statement fastidiously each month is micro-management and, as anybody in the real world will tell you, is really only an illusion of control.”

They’re exactly the same thing.   Once a month you’re checking a statement.  One from your bank the other the actual bill provider that’s billing you.    

How you get the conclusion “it’s only an illusion of control” is beyond me.    If you can’t he bothered to check the bill how do you take any action at the first opportunity when something is wrong.     (that sounds familiar, I see a pattern here ) Thats not just EE but every company that might bill you.   

the only thing your aware of is your bank statement.  You’ve got no idea what you’re actually being billed for and why.    The EE bill show that.   

You are far from being in control as you claim to be and that’s obvious from the above comments.