Upgrades confusing

[Stylesb]

Has anyone had massive issues upgrading using EE? Every time it changes and get told something different. Discounts get taken off and apparently no longer eligible for a loyalty discount that was previously on the account. Told I had to cancel the upgrade and start again. Will be finally leaving as just fed up with extras and discounts constantly being changed every upgrade.

[James_B]

Hi @Stylesb,

Welcome back to the EE Community. 🙂

I'm sorry to hear you've had a problem with your upgrade.

Some loyalty discounts are only valid for the term of your contract and can't be carried over.

To discuss your options, please get in touch with our upgrades team on 150.

Thanks

James

[Stylesb]

I called 150 earlier to be told they couldn’t help me and I was best to cancel my upgrade so I have. I now can’t get a straight answer about how I can leave as I’m being sent in circles. I called up last week and was told to upgrade online, didn’t work so called up today to be told I should have called and not done online. Being messed around everytime

[Stylesb]

I can’t even now leave EE without going round in circles I feel like the friends episode trying to quit the gym!

[XRaySpeX]

If you are wanting to cease your mobile contract completely you need to phone EE giving 30 days notice of cancellation of your contract. Otherwise if you intend to move to another network, either taking your existing no. with you or not, get your PAC or STAC respectively from EE & give it to your new provider. If you are still within your min term you will be liable to pay early termination fees for the rest of the term. It will basically be months left x monthly charge - 4%.

[Stylesb]

I’m trying to find out how long I have left on my contract to then quit but can’t get a straight answer. Because I cancelled an upgrade it is saying two years from now. I last upgraded July 21 so assume my two years is up now although one person said correct and I’m now on a rolling contract, another has said I apparently have to wait until sept. I’ve also had my data now put to zero which hasn’t helped. Customer service won’t help and being on hold to retention team goes nowhere. I then used live chat and got no answers, the 15 minute wait for the retention team came and went. Connected to one agent who instantly put me to someone else and now the wait time is 2 hours. I get the company want to make it hard to leave but this is ridiculous.

[Katie_B]

Hello @Stylesb. 

When did you cancel your upgrade? it could be the system has not yet reverted back to your original plan. 

Since your post last night did you manage to get this resolved?

Katie

[Stylesb]

Not really, I’ve said just cancel the upgrade and then terminate my rolling contract which I was originally lied to about as it was up in July not September as customer services tried to tell me. Annoyingly EE have removed all my data for some reason, seemingly as a punishment for daring to leave. I don’t have an end date as I was told it would be as soon as the cancelled upgrade was completed which could be up to 5 days. Considering I never even received the phone is a bit much.

[Katie_B]

Hi @Stylesb. 

Please be assured that data won't be removed as a punishment for wishing to leave. 

Although we will be sorry to hear you leave the network this is entirely your choice and something we will be happy to help process for you. Have you been back in touch with our customer care team?

I really want to help get this resolved for you.

Katie

[Stylesb]

Must be just coincidence that the exact day I cancel my subscription my remaining data goes to 0bytes when earlier that day I had used less than half the 40gb allowance. I’ve now had a text from EE trying to sell me more data. I requested a call back I haven’t received and still waiting for the contracts to be cancelled as still don’t know when that will be. The retention team said they would cancel everything but I don’t have a date. Presume I need to wait for that before I can move my number?