Looking to leave and unable to take the offer?

[garpat32]

I have been with EE since 2018 and as my contract is due soon I have looked at options. Nothing really exciting so I went through the "leave EE" process on the website.

I get a popup, as below, with an offer to stay, however clicking the "add to basket" option just takes me back to my account and no sign of the offer anymore, nor anything in the basket.

tried other browsers, tried on mobile app, called CS and they cant see the offer?

So, anyone any ideas?

Thanks.

[Schockwave]

@garpat32 , no idea about the option, but I would suggest ringing customer service and see what they have to say..Maybe that offer has ended, and that is why it is not showing anymore.

[garpat32]

Yes mate, tried them

"called CS and they cant see the offer?"

The "offer" is there now if I go through the process, and it was there yesterday also

They had no idea unfortunately, and cant/wont get anywhere close to it 😯

[marco806]

I would continue to try...  Ive just went through the process now, after very recently upgrading to 50GB for £9....I did, the "i want to leave" option, right now, just like you and got the unlimited offer for £12.00 which ive went for as its excellent.

when i did the 50gb for £9, i had similar issues to you, it worked on my 5th attempt...On the previous 4, id got a message saying EE would phone me to confirm the order...I did phone them up, to be told my account should not have got that offer and id have to wait until contract end date...However i kept trying online, until it went through

The unlimited at £12 went through without a hitch right now...Ill have to try an renew in March again to avoid these scandalous in contract increases...lol

[Chris_B]

@marco806  You do know the price increase is £1.50. 

[marco806]

Yes i do.

should have waited till March to upgrade, but its a tiny amount....1.50, that is..

[marco806]

Give EE there due, and i dont normally, their computer systems are shambolic, but on this occasion, my

upgrade has already been enacted. Took less than 1 hour...

i did have unlimited speeds before, however having checked speed, still getting 100....more than enough....

[garpat32]

So nobody can help or advise on this?

[Matt_124]

You potentially could call through and select the options as if you're going to leave and when you get to the Retentions department they may be able to offer you this deal.

No one on here can directly help as we do not work for EE, we are fellow customers who can only offer guidance.

[Linzi_H · Accepted solution]

Hi @garpat32 

I know you'll be keen to get this in place! It looks like you're getting an error message behind the pop-up for some reason, and your account details aren't loading, which may be preventing any changes from being made.
Have you tried doing this on a different device or web browser?
Have you also tried the EE app and your main online account?

If you've tried these steps already, then I'd agree with the advice above and suggest you contact our team directly as we have no account access within the Community. If they're not able to match the offer, please tell them the error you're seeing and they can log a ticket for this to be investigated. If you're unhappy with the advice from our Guides, you can open a complaint and escalate this to a team leader.

I hope this helps,
Linzi