Why am I paying for an old sim only account that was upgraded

Nungka · ‎08-03-2025

I upgraded from a sim only to a new phone with new sim . I’ve just checked my account and can see I’m still being charged for the old sim, as well as the new phone/sim.
I’ve used EE for years, never had this issue with any prior upgrades.

Northerner · ‎08-03-2025

Hi @Nungka

You are best speaking to EE CS on 150 directly about this issue.

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

View solution in original post

Northerner · ‎08-03-2025

Hi @Nungka

You are best speaking to EE CS on 150 directly about this issue.

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

bristolian · ‎08-03-2025

Do your original SIM-only plan, and your "new phone with new SIM", have different numbers? Your description sounds very much like you didn't upgrade as take out a new plan with new number.

And if you did.. when exactly did you take out this new plan? Distance sales in the UK come with statutory 14days cancellation as a matter of course. Go much beyond that, and you may be relying on EE discretion in order to cancel what would be an enforceable contract.