renewal

[Hadkins]

Does loyalty count when your contract is finishing and you look at your options?  I have been a customer for over 13 years since Talk Talk and Orange days if any of you remember that.  My contract finishes end of February and I have been looking at my EE online upgrade offers then went to shop today. I was quite surprised at how poor the options were so went to do a bit of comparison and found better offers with other providers so went back to see if they'd match them. No way call customer service. Customer service were able to drop a £100 upfront charge but wouldn't budge on matching the monthly fee by going down £7 - seems being a long time EE customer it didn't really matter to them - at all. I found my experience with EE was always customer focused in fact if you called they asked if you were thinking of leaving and always managed to retain business. In the current situation money matters and loyalty too. 😞

[Christopher_G]

Hi @Hadkins

Welcome to the community. 🙂

I'm delighted to read that you have been with us for such a long time. When you speak with our upgrades team, they will offer you the best possible deal that they're able to.

Chris

[Hadkins]

Hi Christopher_G - thanks for recognising the number of years I have been an EE customer you're the first person at EE to do so.  I do appreciate what you are saying ''When you speak with our upgrades team, they will offer you the best possible deal that they're able'' however it doesn't make business sense for EE not to match a Vodaphone offer to retain a loyal and valued customer. For the sake of £7 a month it's a bit of cutting your nose of to spite your face. It's the principle of the matter not so much the cost. 

[Julie172]

Hi Christopher, 

I’m in exactly the same position as you. 
Thanks for sharing your experience. 
as a result I won’t bother with the EE upgrades team and just go straight to Vodaphone. 
It’s unacceptable that there isn’t a phone number to enable you to speak to a real person.  
thanks again ….. off to Vodaphone we go ! 

[Chris_B]

@Julie172   You can speak with customer service you just dial 150 from your EE device and listen to the options given.   You select option 2 then listen again to the options given and you select what option is most appropriate for you.