Help

[Cook82]

My contract ended months ago actually probably nearly 6 months ago by now so well and truly over due upgrade , I wasn't aware because I don't check my emails regularly or answer calls I don't recognize, that I was firstly due my upgrade and secondly responsible for contacting EE and changing my contract in order for them to stop charging me for a phone I have completely paid for. I presumed that as a respectable company once headset/ cost of phone has been paid for in agreed contract that then automatically unless defaulted in my payments which I haven't that I'd only then billed for calls messages and data, apparently this isn't the case so I've been paying for a phone that has already been paid for, I've had so much more going on in every aspect of life that this has been even less than important but I'm now in debt with EE think 2 months missed payments and phone been restricted how is this even allowed when I've been paying about £30 a month just Purley for the phone that I've already completely paid for and about another £30 a month for calls messages and data, so that alone for last 6 months shouldn't have been allowed, I need my phone back on because my 77 year old dad has dementia and being looked after by myself and my mum and I can't afford to pay to get phone back on someone please read and help I'm so upset 

[XRaySpeX]

@Cook82 : It almost certainly didn't unless you have explicitly called to cancel it. These mobile contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the same price on a rolling 30-days' notice basis until you explicitly cancel, upgrade or port your no. away.

You presume too much. EE's contracts have no concept of paying off the handset. You agreed to pay the same price for the full duration of the contract. There will however be a 10% discount 3 months after the end of min. term. You may always choose to upgrade your contract to a cheaper SIM-Only contract from the last 45 days of your contract term.

[Cook82]

I definitely agree that I presumed to much , and I accept that's fully on my shoulders to bare for being naive and thinking instead of being aware when my contract was over and either upgraded or went to sim only. However my immediate help needed is because I have to have restrictions taken off my phone and pretty much immediately because of the help and responsibilities I have for my dad or go and buy a cheap £20 market one tomorrow as I cannot afford to pay off the bill to get restrictions removed, wanted to know if anyone knows if EE will help with this, instead of buying a cheap phone I don't really want and having to change my number that my mum knows by heart in case of an emergency 

[XRaySpeX]

@Cook82 : As you were on much about non-ending contracts & non-paid-off handsets, which I felt I needed to address, we never got round to your important issues.

If you're having difficulty paying your bill you need to contact CS urgently to come to a repayment arrangement - see Help if you can't pay your bill

[Jon_K]

Hi @Cook82.

If you give our Customer Care team a call they will be able to help with this.

They'll be able to let you know what to do and what can be done about your phone.

Jon