Upgrade nightmare

[Lozboz3]

Hi, I have been a EE customer for 14 years, my recent experience upgrading has been very stressful I usually do it online! Firstly I upgrade Friday last week to preorder new iPhone 17 pro max my bill was due to come out ( last payment of contract) that following Monday had to pay the last device payment just so I could upgrade that day Monday comes my device payment that I made Friday still comes out of my direct debit Monday had to call to try get my money back, no luck so far then I upgrade a sim only deal that Monday for my son, this time online got my usual multiline discount etc Wednesday comes and somethings wrong with my order I call and they say nope you can’t have that deal ( multi discount) even though I’ve just had it with my 2 other upgrades he’s like this is the only deal u can get….. Will cost you 64 a month instead of the 56 it should of been originally I just said I want the same deal I don’t want an upgraded tariff deal just the basic one he’s like we can’t do that but if you switch ur broadband with us u can get the unlimited deal for 64 said ok fine get the phone deal completed then comes the broadband I was promised the switch will be the same price at £50 a month that I pay now then he went into do you have sky? We can throw another deal in there at this point I’ve had enough of everything being thrown at me I was unsure I pay £60 sky and 50 bt he promised me combined we will offer 86 thought bargain! Get home get the email re broadband is £6 more expensive not what he promised and tv package is only £30 for 3 months then shoots up to £80 a month after that! Same with broadband that’s goes upto £60 I felt robbed long story short I do not feel happy or a valued customer just sell sell sell see how much more you can spend with them making u feel you have an amazing deal when reality is it’s far more expensive, I cancelled my tv ‘deal’ but I’m now stuck with the broadband as it bugger up my upgrade to my phone. Just thought I would have a moan be warned when calling up 

[Rach_H · Accepted solution]

Hi @Lozboz3,

Welcome to the Community!

I'm sorry to hear that things haven't been as clear as we would've liked with your upgrade, and with your broadband move. We want to be sure you get exactly what you agreed, and never want to leave you in doubt about what is going to happen with your plan. I'd recommend reaching out to our team, and they will be able to look further into this for you, including listening to your previous calls, to ensure you get what has been discussed.

Rach

[Mujmysta]

usual mallarki, 

cant get anything right, promised one thing then finding out that's not what you got and always trying to sell you Broadband - apparently only way to get a better discount - so you end up paying extra money for something you didn't want and nothing has been resolved????

[Leanne_T]

Hi @Mujmysta 

Thanks for coming back to the community. 

If the upgrade is different to what you ordered, please get in touch with our mobile guides. They can get the account looked into and help get this sorted. 

Thanks. 

Leanne.

[Lozboz3]

Thanks for your response, After spending a lot of time on the phone this week with EE hour long calls untether issues I’m not sure i have the energy to go through it all again but I am definitely going elsewhere when the two years are up,