Loyalty team UPG - Some doubts

[photopoppet59]

Current Plan :

SIMO - 10GB + 10 GB (BT DOUBLE DATA) 24 Months expired ( £10/ Month - £1 NHS Discount and £1 BT Broadband ) 

Plan expired in October. Requested a PAC CODE. Within an house received a call from 07973100610 , offered me:

25GB Data £6/Month ( 24Months Plan). 

Agent asked me to sign contract which was shared via a sms link. While going through this agent mentioned the Original Plan was:

5GB for £8 24 Month and applied extra 20GB data and reduced the pain to £6.00. 

Screenshot of documents attached. 

When I queried bout the 5Gb instead of promised 25GB , he said that will be reflected after the contract signed. I did not feel comfortable, however, I clicked "approved" on these documents. I requested the updated contract with 25Gb for £6 contract. However, after few minutes of hold he sent me this text message:

Agent I spoke also confirmed I should revive the updated contract via email soon. After 24hrs, my spam and inbox don't have any emails from EE.

I called them up the next day to check whether the upgrade is applied or not. That agent said the sim is in the post, where I mentioned this is an UPG not a new contract. he claimed, this plan requires a new sim. So overall a bit shady process. Chatting to another agent today he mentioned, there is still a PAC code on my account. He asked me whether I should cancel the PAC code and transfer to UPG team to find a new plan? 

So again, I am unsure what plan I am at present, in my app / account it shows my Old 20GB plan. 

Any one have any suggestions or advice? 

[Ali_A]

Hi @photopoppet59 

Occasionally agents may create a bespoke plan which is made from a base plan with add-ons and discounts to give a special deal. This is normal. 
As long as the total calculated matches the agreed amount, the deal will function as expected. 
So, a low cost 5GB base plan with a 20GB/m add-on with give the total 25GB/m
Equally an £8/m plan with a two £1/m discounts will give a total of £6/m. 

If you have an older 4G SIM, they have automatically ordered a replacement SIM to be compatible with 5G+ services. 

Ali

[photopoppet59]

My issue is, it's been 2 days since my UPG , I don't have any official document which says I have 25GB / Month. I understand the £6/M is correct and the logic behind. 
I am on a 5G sim and I use E-SIM, so not sure why I need a new sim? 

I don't want to be hassled with a new SIM and a new contract, where I end up with 2 sims.Agents can make changes I agree, though it should reflect on the paperwork shared with the customers. It is a legal requirement for companies to share the official contract with the package details before the sale or immediately after the sale agreed. He promised I will get an uptodate contract within few hours. 

[Michael_D]

If you already have a 5G compatible SIM, and a new one arrives, you won't need to use it @photopoppet59, you'll just be able to use your current one.

The last pictures above you have received including the 20GB do look to be from the upgrades system when they have created the plan, but if they had already sent over the contract details and completed it, they'd not normally be able to send it again.

If you login to your account in the EE app or through the website, and go to the Mobile and SIMs section, does the extra data and the discount show in the add-ons?

Michael

[photopoppet59]

HI @Michael_D 

At present my account is still showing my old Plan. 

Old plan : 10GB + 10GB double data £8/Month

New Plan: 5GB + 20GB Data Offer £6/Month

Before I did the phone call/ UPG, it was showing eligible for UPG option. At present it is not showing any more, however, the contract period and plan is the older plan. 

About the contract, I only received the one I shared in my first post. The last two images in the first post re the screenshots of the test message I received, but not a contract. Agent send this via SMS link , when I wanted the proof of discussed plan before I accept . Still no SIM, no email contracts, no plan change in my phone. ( UPG on Friday 28/12/2025)

[Michael_D · Accepted solution]

The best thing I can suggest would be to give our team another call so they can have look at this on your account @photopoppet59.

The SIM may take a few working days to arrive, if one has been sent, but the customer service guides can look at that and the plan itself to see what is happening.

Michael