New plan not showing in app

[urfriendlyjoe]

Dear EE,

My current plan is expiring today (4th Sep), and I bought a new SIM plan on the 24th Aug. I’ve been told by the EE shop in Guildford that my new plan will be £16 per month, and it will appear within 24 hrs. It has been more than two weeks, the new plan is not appearing on my app + it still shows my next payment is £48.80 (old plan charge) tomorrow.

I’ve discussed with EE customer care and went to the EE shop in London (nearest to my office) , but still the new plan is not appearing on EE app and it still shows my next bill payment is £48.80 tomorrow and it is completely incorrect.

I would expect to see my new plan on EE app and the next payment should be £16.  Please can anyone help me on this?

Thanks in advance, Joe

[Michael_D]

Hi @urfriendlyjoe.

Thanks for coming to the community.

Were you moving from a SIM Only to another SIM Only plan or from a contract with a phone to a SIM Only?

If it was a phone contract, the new SIM Only plan only takes effect from the point you are out of contract, so if the contract ends today it would change tomorrow.

Michael

[urfriendlyjoe]

Thanks Michael. I’m moving from a contract with a phone to a SIM Only.

1. First I can see my new plan with £40 monthly today, but I’ve been told that the new price should be £16 monthly after discount. Not sure why it is showing incorrect.
2. I can also see “We'll collect your Direct Debit of £48.80 on 13 Sep 2024.”  Since the new plan is started today, I would expect my next bill should be £16 in Sep and not £48.80. Could you please clarify?

[Michael_D]

Thanks for clarifying @urfriendlyjoe.

The plan page in the EE app will show the full price of the plan before any discounts. It should then show any discounts listed in your add-ons.

In terms of the direct debit, if the bill is created before the plan changes, it would be billed at the old plan rate, as that is what you were on at the time of the bill. When the plan then changes after that point it will reflect the changes from the date of the new plan on the next bill. 

Michael