Wrong contract

[Daverandall]

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I already have a sim only plan with EE so decided to upgrade my phone with them as well . I went with the Samsung s23 ultra and before I opened it I logged onto my account to check the contract . I have noticed they have given me the wrong contract they gave me the essentials instead of the allrounder unlimited.The essentials is a much less of a contract so why have they not honoured the contract I signed up for . Know they are saying I have to send device back but that means I don’t get the contract I agreed to and have noticed it has gone up by £10 a month for the same one I agreed to .Why can’t they just send me a new sim with the right contract on which I have signed up for and agreed to which I have in an email .Surely EE see breaking the contract they agreed to let me have and the price I was willing to pay .How can they do this

[Jon_K · Accepted solution]

Hi @Daverandall 

I'm sorry to hear this.

I'd recommend getting in touch with our Customer Care team so they can take a look at your plan and make any changes that they need to.

Jon

[Daverandall]

Hi

After several days I think someone has finally put all good so hopefully
all sorted now 😀

[Jon_K]

That's great, thanks for letting us know, @Daverandall 🙂

[Robnix]

So my partner has just had this issue too he asked for unlimited, with the Samsung s23 ultra, the same phone he took out for me they gave me the unlimited essentials for 72 a month, my partner asked for exactly the same and has been given 10gb of data and unlimited everything else which isn't what he asked for

..

[Christopher_G]

Hi @Robnix 

Welcome to the community.

I'm sorry to hear that your partner has a problem with their plan. I'd recommend that they speak to our Mobile Care team as soon as possible so that we can look into that for them.
Chris