Problems with setting up Contracts via 150.

[Gelphyn1]

EE's MO regarding charges varies frequently, i.e., what was good for previous purchases is now superseded.

I am exceedingly grateful to the Help team for their support when a question was posted because my searches proved inadequate. This post is similarly essential because when investigating SIM-Only deals, having outright purchased new devices from the manufacturer, it was not possible to find comparable deals to those provided by EE for my old devices.

Earlier this month, I contacted 150 and eventually spoke to a human after carefully selecting the options. However, do not get too excited because this feature seems to have been removed.

My discussion with the EE Guide, the latter seemingly being a new term for Agent, involved me being required to sign up for a new contract. I made it clear that a written record of the costs would be necessary, and because it was a requirement for me to confirm acceptance of many T&C pages separately, a request for copies of these details was also needed. My requirements were accepted by the guide, who said all the relevant information would be eMailed to me.

Approximately two weeks later, I have not received the promised information.

It is reasonable to expect charges quoted in a telephone conversation to be confirmed in writing, as are the copies of T&C accepted to enable the prompt supply of services. Am I asking too much?

Or is this how EE conducts its contracts? Or have I missed something?

[Lesley_W]

Hi @Gelphyn1 

Thanks for coming to our community.

I'm sorry you haven't received the documents you were expecting. Can I just check, was this a SIM plan you took out?

Lesley

[Gelphyn1]

Hi @Lesley_W 

I wished to update my devices covered by EE SIM-only contracts for new devices I purchased from Apple.

Because I could not find similar cost deals online, I persevered until I could speak to a guide.

[Quote from my message above begins]

I made it clear that a written record of the costs would be necessary, and because it was a requirement for me to confirm acceptance of many T&C pages separately, a request for copies of these details was also needed. My requirements were accepted by the guide, who said all the relevant information would be eMailed to me.

Approximately two weeks later, I have not received the promised information.

It is reasonable to expect charges quoted in a telephone conversation to be confirmed in writing, as are the copies of T&C accepted to enable the prompt supply of services. Am I asking too much?

Or is this how EE conducts its contracts? Or have I missed something?

[Quote from my message above ends]

I am simply asking for written records of the contract or a link to those records that will enable me to download them.

Please be aware that the above response was composed and posted like I will do on today's completion [4 November 2024], i.e., by hitting the Reply button at the bottom right below.

In case it is relevant, my iPhone has an e-SIM.

[Gelphyn1]

My first response to your question was posted on or about 1 November 2024.

[Alex_H · Accepted solution]

@Gelphyn1 Thanks for your reply. When your order is completed an order confirmation e-mail would be triggered which would include a summary of the plan selected, so I am sorry this has not come through to you I understand that will be disappointing. Just to be sure has nothing ended up in your spam/junk/promotions folders? 

Outside of that I can only think the e-mail address entered by the guide may have been incorrect unfortunately, but as we have no account access through these forums I am unable to confirm which e-mail address was selected.

In terms of viewing that information now to review it, the full terms and conditions would not be in the e-mail itself but rather just the link to our website here Terms and Conditions | Help | EE where you can read the full terms.

There is not a plan document but your current plan information including allowances, cost and contract length should also be viewable via the EE online account in the app or website. 

In the app you would just click the Manage button along the bottom then scroll down and there is a Your plan section that has a summary, if you have any additional discounts included with the plan these would show in the Mobile add-ons section. 

On the website you would select Plans and Subscriptions from the home page and it will take you to the plan summary section with the allowances, contract dates and cost and any discounts again would appear in the add-ons section.

Additionally if you have had a bill produced on your new plan, you should be able to download the PDF of your bill via the Bills section of the app or website as a document to confirm the monthly cost and plan details as well.

Alex