when I had an upgrade I thought it was free as part of my contract

madmaz1 · ‎09-01-2025

When I was due for an upgrade I thought my new phone was part of the contract as it has always been but have now just realised that I am being charged for it...WHY?

Chris_B · ‎09-01-2025

@madmaz1 I take it you are being billed twice ? One is for the airtime tariff the other is for the device, it’s called flex pay. Even when you got billed as one bill you was still being billed for the device it was just under one bill it’s now just two separate bills. This way any price increase is only applied to the airtime part of the contract and not the device contract.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

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XRaySpeX · ‎09-01-2025

@madmaz1 : An upgrade is just an entirely new contract but keeping the same no. It can be better or worse, bigger or smaller OR dearer or cheaper than before.

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Chris_B · ‎09-01-2025

@madmaz1 I take it you are being billed twice ? One is for the airtime tariff the other is for the device, it’s called flex pay. Even when you got billed as one bill you was still being billed for the device it was just under one bill it’s now just two separate bills. This way any price increase is only applied to the airtime part of the contract and not the device contract.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.