Hi,
I have already raised a formal complaint with EE, but I would also appreciate some clarification from the EE Community team.
My minimum term for my current airtime plan ended on 12 September 2026. I wanted to stay with EE, keep my existing number and take another 24-month plan.
Before my contract ended, I contacted EE five separate times, including on 12 September itself, specifically to ask about upgrading or renewing my airtime plan.
On every occasion I was told that EE could not make any change because I still had approximately one year remaining on my phone/device finance.
I now understand that the airtime plan and the device finance are separate payments and agreements. The device finance can continue while the airtime plan is changed or renewed.
This is why I am confused and concerned about the information I was repeatedly given by EE.
Had I been correctly informed during those five calls, I could have dealt with my airtime plan before my minimum term ended and discussed the available offers at that time.
I have now been told that there is no comparable offer available to me, while EE is currently advertising a much cheaper offer to new customers. I was even told that if I cancel my current number, I could potentially take the new-customer offer. This is not a practical solution because I want to keep my existing number.
My formal complaint is already being investigated, but I would like EE Community to clarify one specific point:
Was it actually correct for EE advisers to tell me, five times before the end of my minimum term, that I could not change or renew my airtime plan because my device finance still had one year remaining?
I would also like EE to review the recordings of those calls and explain why I was given this information.
I am not simply asking EE to give me a new-customer promotion. I am asking EE to consider the fact that I repeatedly contacted EE in good faith before my contract ended and may have lost the opportunity to arrange a new plan because I was given incorrect information.
Thank you.
