My upgrade experience

[Marmaladd]

On August 6th, I received the following text:
Hi Ryan, your contract is coming to an end on 01 November 2024. Just to let you know, you can upgrade your phone from today. Visit the link or contact us through 150 to learn more about your options and available plans.

I thought it was a bit early to discuss upgrades, but since I’m paying over £100 a month and I’m happy with my current phone, I figured I could save money with a SIM-only contract. So, I visited the website, which suggested, Happy with your current phone? Upgrade to a SIM-only deal. However, when I clicked the link, it took me to a page full of phones with the message: Picked for you, based on your current device and usage. You can upgrade for free today. No SIM-only deals were in sight, though I did see phone deals cheaper than my current contract, which is relevant later.

Assuming the website might be buggy, I set up a web chat through 150. I spoke to a friendly agent, explained what I wanted, and was then told I couldn’t do it. I would need to wait until 30 days before my contract ends, which is 1st September (last I checked, October is still a month away). When I mentioned the text message I received, the agent explained that early upgrades are only available if I choose an "All Rounder" plan and spend the same or more than my current amount. I asked where this was stated in the text message or on the upgrade welcome screen, only to be deflected with the classic, It’s in your T&Cs. I love how they fall back on that when caught out by bad sales practices.

The agent’s demeanor shifted from friendly to blunt. I was told I had two options: upgrade for the same or more money or wait until 1st September. I then asked what notice period I needed to give to cancel my account, to which she replied 30 days. I asked for confirmation of the exact date and was told 1st November. That’s when I decided to end the chat.

Overall, I had a bad experience with EE today. They send misleading communications, deflect to the T&Cs, and their sales agents become unhelpful when you don’t want to spend more but I can put a phone for less than I'm paying the basket online. After 10 years as a customer, I think it’s time to shop around for a better deal. Rant over, it’s been a blast!

[Northerner]

Hi @Marmaladd 

Are you sure there wasn't a * in the text.

You can complain here: https://ee.co.uk/help/contact-ee/complaint

Thanks 

[Marmaladd]

Hey Northerner,

I can confirm that there were no asterisk in the text please see attached text.

I don’t know what a complaint will achieve I will do my complaint through my wallet in this case but thanks for the response.

Thanks again,

Ryan

 

[Peter_W]

Good morning @Marmaladd 

Thanks for taking the time to share the experience you've had here, and I'm disappointed to hear how it's left you feeling. 

As our Guide advised, you can upgrade early with no fee to select handsets provided you select a higher plan. This option becomes available once you're in the last 100 days of your contract.

Then in the last 30 days this is extended to all phones and plans, but if you want to switch down earlier it is possible to do this with an upfront cost too.

We have a full breakdown of how this all works on our upgrades page.

Peter

[tkennimouth]

I am in the same position and have arrived at the same conclusion which is……it’s time to move away from this provider. I’ve not had any major problems throughout my time with them, but the website scenario is a joke. I really don’t understand why EE have stopped access to their website for paying customers and when asked they blatantly ignore our concerns and are asking customers to call them, it’s unacceptable poor customer service that does not deserve my money nor loyalty.