£47 Full Works Plus plan not delivering expected benefits – requesting return to

[ihamidahmadi]

Hi,

I’m looking for advice regarding a recent change to my EE SIM-only plan. I previously had a £22 per month SIM-only plan and recently changed to the £47 Full Works Plus plan because I was told it included benefits such as uncapped speeds, Network Boost, Fast Lane and TNT Sports.

Since changing plans, I have experienced no meaningful improvement in my mobile data speed or overall network performance. I have already completed all troubleshooting requested by EE, including a network refresh, restarting my phone, toggling mobile data and airplane mode, but nothing has improved.

I have also been told that TNT Sports is included in my £47 plan, but when I open TNT Sports through HBO Max it says “Unavailable with your current plan” and asks me to subscribe separately.

I have already raised a formal complaint with EE, but I am being referred to Technical Support by phone. I have limited English and find it difficult to explain a technical issue over the phone, so I need support through messaging or appropriate language assistance.

My preferred resolution is to return to my previous £22 SIM-only plan. I do not want to cancel my EE service, but I do not think it is reasonable to pay an additional £25 every month when I have experienced no meaningful improvement in service and one of the included benefits is currently unavailable.

Has anyone had a similar issue, or can an EE Community Support Team member advise how this can be escalated and resolved?

Thank you.

[Christopher_G · Accepted solution]

Hi @ihamidahmadi 

Welcome to the community.

You can activate the TNT Sports Inclusive Extra using any of the following options:

• Text Inclusive Extra to 150
• EE app – go to Mobile Add-ons, View Inclusive Extras and then select Manage
• On ee.co.uk, go to Inclusive Extras and then Mobile Add-ons

Data speeds can vary depending on a number of factors. Customers on a Full Works plan should receive the fastest available speeds on the network.

For connection issues, it's worth checking the coverage checker and network status checker. These will show the expected coverage in your area and highlight any known maintenance or network issues that may be affecting service.

Should you need additional support, our team can be contacted by calling 150 from your EE device or through the Live Chat service in the Help section of the EE App.

I hope you manage to get sorted.
Chris

[ihamidahmadi]

Thank you for your response. Unfortunately, this has not resolved my issue.

I have already completed all of the network troubleshooting requested by EE and there has still been no meaningful improvement in my mobile data speed or performance.

My main issue is not simply how to activate TNT Sports. My main concern is that I changed from my previous £22 SIM-only plan to the £47 Full Works Plus plan, an additional £25 per month, but I have experienced no meaningful improvement in network performance.

I have also already raised a formal complaint with EE. I am asking for my request to return to my previous £22 SIM-only plan to be properly reviewed.

Please do not consider this issue resolved. Could a member of the EE Community Support Team please advise specifically on how my request to return to the previous £22 plan can be escalated or reviewed?

[Ali_A]

Good afternoon @ihamidahmadi 

I'm disappointed to hear that you feel no progress is being made with your complaint. 

I'd recommend getting in contact with our customer service team, they'll be able to confirm the status of your case, and if needs be you can request to escalate this. 
They will also be able to look at your request to revert back to your previous plan, as they have account access. 

If you're unhappy with how this is being managed we absolutely have an escalation process, and you can find all the details you need on this via our complaints code of practice.

Just to set expectations, Fast Lane helps keep your mobile connection running smoothly when the network is busy, and works automatically in the background to help move your mobile data up to 5x further in the queue during busy periods. When the network isn’t busy, everyone gets the same great experience. 
You can find out more at Use Fast Lane on your EE mobile.

Which Make / Model phone are you using with your SIM card? 
As part of your troubleshooting, have you tried testing your SIM in a different mobile device? 

Ali

[l1feways]

Network boost/ fast lane 🤣

Fancy falling for that..you've been conned my friend 

Cheap sim only and separate TNT sports would work out far cheaper 

Live and learn 

[garybs29]

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@l1feways wrote:

Network boost/ fast lane 🤣

Fancy falling for that..you've been conned my friend 

Cheap sim only and separate TNT sports would work out far cheaper 

Live and learn 

---

Far more included with a full works sim plan than just those things too though

[ihamidahmadi]

Hi Ali,

Thank you for your response. I am using a Samsung Galaxy S25 Ultra.

However, my main concern remains that I upgraded from my previous £22 SIM-only plan to the £47 Full Works Plus plan and have seen no meaningful improvement in network performance.

I have already completed the troubleshooting requested. I would therefore like my request to return to my previous £22 SIM-only plan to be formally reviewed and escalated.

Thank you.

[Ali_A]

Thanks for confirming the details of your device, @ihamidahmadi It should be compatible with all the services. 

The only thing left to test would be your SIM in a alternative phone, to rule out any handset issues, if you haven't done so already. 

We don't have account access here at the community forums, you'll need to call customer service to discuss the options for reverting back to your previous plan. 

Ali 

[chistery]

So what network performance were you experiencing before and what are you expecting with a new plan?