Standard plan upgrade

Faz07 · ‎03-01-2026

Hi,

I have been in store and have contacted you via 150. I am only being offered flex pay options to upgrade my contract now I am due.
I do NOT want flex pay and I want a standard 24 month contract. I also have a perk discount and I have been told they cannot apply it in store or over the telephone, only online. So why am I only being shown flex pay options to upgrade? You are honestly becoming the WORST mobile provider. Your customer service is appalling. I have been with you since I was a teenager but maybe it’s time to go.

Faz07 · ‎03-01-2026

Hi,

I have been in store and have contacted you via 150. I am only being offered flex pay options to upgrade my contract now I am due.
I do NOT want flex pay, I want a standard 24 month contract. I also have a perk discount as I work for the NHS and I have been told it cannot be applied in store or over the telephone, only online. Why am I only being shown flex pay options to upgrade online ? You are honestly becoming the WORST mobile provider. Your customer service is appalling and so unhelpful - trying to redirect me to online where there is no option to chat on the app just the 150 number AGAIN. I have been with you since I was a teenager but maybe it’s time to go.

XRaySpeX · ‎03-01-2026

@Faz07 : You can only order a traditional contract w/out FlexPay as an upgrade by calling CS but then you will not be able to apply a discount.

What's wrong with a 24 month FlexPay contract? At least you know the device will be paid off at the end of term.

If you think I helped please feel free to hit the "Thumbs Up" button below.

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bristolian · ‎03-01-2026

It's quite common for tech companies to retain (what are viewed as) legacy products for reactive request via CS only.

One possible advantage of a traditional contract is that percentage-based discounts apply to the total monthly amount, not just the airtime element. But for every one complaint in the vein of this thread, there seems to multiple ones of "I didn't realise I was out of contract, I've been scammed" or similar.

It's difficult to blame EE for promoting schemes that reduce complaint volumes, whilst retaining legacy schemes on a reactive basis. If this is the basis for a complaint, then users need to seek a provider that actively promotes and encourages the traditional contract structure - I think that may be quite tricky.

Chris_B · ‎03-01-2026

@Faz07 Customer support can help with a standard contract and you have to speak with them to get this. you then have 30 days to call customer support to have this discount applied to the account.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

Katie_B · ‎04-01-2026

Hello @Faz07.

Thanks for coming here.

I would recommend speaking with out customer care team who can provide you with your available contract options.

Discount codes can only be used via an EE store, EE website or EE call centre.

More information on EE Perks can be found visiting this page and scrolling down to the FAQS.

Katie

Matt_124 · ‎04-01-2026

I believe that page may be outdated @Katie_B.

It quotes the old price change policy, as well as the advice conflicting that shown on other pages that refer to using the Perk Portal such as this one: https://ee.co.uk/nhs-perks