It seems EE don't want to keep long standing customers

[Oripova]

I've been an EE customer for over 11 years.

And an EE broadband customer for around the same time.  Unfortunately I had to leave the broadband due to multiple constant faults with the service which was acknowledged and I was able to leave the contract as there was no fix.

Subsequently, this means, through no fault of my own I have lost my 30% discount when trying to upgrade my telephone, which even meant I would have to get an older model to the phone I had and it would still be more expensive.

There was no willingness to get me any kind of deal or discounts as a long standing customer.

My old device (Motorola razr) wasn't even on the approved list of trade in devices so I couldn't even put that through as trade in.

I decided to leave and cancel my contract to which the man in store didn't say anything and after I left, I received a phone call from EE asking why I left, I explained the situation and the only response I received was "sorry to hear that is there anything else I can help you with?".

It seems that being a customer of 11 years, EE doesn't actually care about retaining it's customers. 

I decided to go with three where they offered me the same deal on the phone I wanted for £15 cheaper a month. And threw in a tablet too 

[Christopher_G]

Hi and welcome to the community, @Oripova 

We would like nothing better than retaining all of our customers. Our upgrades teams have a system they use to check which deals they can build specifically to your account. I'm sorry to hear that you weren't happy with the deal you were offered.

Thank you for being a customer of ours for such a long time. We hope to see you back again in future.

Chris

[Northerner]

Hi @Oripova

Good luck with your new provider. 

Thanks 

[bristolian]

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@Oripova wrote:

I decided to go with three where they offered me ...£15 cheaper a month. And threw in a tablet too 

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In addition to the previous comments, 3UK have long been a very price-driven network.

Watch out for minimum-term contracts on your additional tablet, a few EE stores have been reported to do similar.

[AH090]

I couldn’t agree more.

I had an awful experience on the phone with EE today.

So much was wrong with what and  how I was advised I simply cannot bear to think about it.

In short the advisor appeared to neither know nor care about what was going on with my account, and even affirmed to me that Sky would offer to pay my outstanding contract if I wanted to leave. The company has lost its way and it seems they don’t actually need to retain customers.