Wrong Data Contract

[neptunee]

Hi, on the 15th of May I was contacted with an offer of keeping my 25 GB data for a lower price, £9.80 but on a contract. I noticed in my email that it says 5Gb now, so I called EE and they explained that it’s going to change in 10 days or so. But now today is 28th of May, I was charged for the new contract and my data is still 5GB allowance. My balance says I ran out of data and am using free data, but for some things its been frustrating having slower speed.

[Leanne_T]

Hi @neptunee 

Thanks for coming here. 

Has your plan changed in your EE app/account to the new plan? 

Can you text BALANCE to 150 and let me know the full reply? 

Leanne 🙂

[neptunee]

Hi Leanne,

No it has not changed.

And after texting balance I get this:

Your current charges to go onto your next bill are £0.00 (this excludes line rental, VAT & any unprocessed charges). Your current allowance is : Unlimited UK minutes and Unlimited UK texts. This will reset 16 Jun 2024.
You have run out of data but you're still connected at a slower speed. To boost your speed buy a data pass at add-on.ee.co.uk.
You have used 1.73GB of free data this billing period, reply FREE USAGE to see a full breakdown.

Have BT Broadband with us? Text DOUBLEDATA to 150 and (subject to a few eligibility checks) we'll double your Mobile data allowance.

For a summary of your recent invoices and payments reply BILL or for more info on our other Text Services, reply HELP or go to ee.co.uk/text150

I was told it would take 10 days for it to update when I called.

[Leanne_T]

I see @neptunee 

The reply shows your next bill date is the 16 June, is the plan due to change on the next bill date? 

Leanne.

[neptunee]

Yeah I can see it says 16th of June. I just do not understand what is this mess. I was very happy paying what I was paying for 25GB of data. And now I was put on a contract that said I would have the same amount of data, but I don’t. I was told it would take 10 days to change, but it didn’t change. Now you are telling me it’s gonna take a whole month to update? What’s the point of this?   

This is from my contract

and this is what it says on the app

[Leanne_T]

Thanks for the extra details @neptunee 

I was checking to see if you had been advised this would take effect on the next bill date, in this case to get this fully looked into please call us on 150. Our mobile guides will have account access to check what is showing and get this sorted for you 🙂

Leanne.

[neptunee]

Thank you Leanne, I will do that. Thank you for your time.

[Leanne_T]

No problem @neptunee 

Let me know how you get on 🙂

Leanne.