Upgrade canceled by EE

[Davybhoy112]

So I'm curious to find out if anyone else has experienced the same issue as my self, u upgraded my mobile contract on the EE website and got confirmation emails and direct debit emails the same day and was waiting on the new handset being delivered with the next couple of days, however 3 days later i got a text from EE saying there was an issue with my order and to click on the link in the text to speak to someone from EE on the online chat so i did and i was told the contract had been cancelled due to me using to many discounts even though i was only using one discount which was the EE one discount which gives you £20 off you’re monthly contract if you also have EE home broadband so i obviously questioned why could i take a new contract out via their website of they don’t actually provide that deal and was told i could still have the contract buy would need to pay more a month that previously agreed which in my opinion must fall under false advertising or misleading customers. Anyway two days later i have went back on the website to get a new upgrade deal and can only get the same deal i originally took and was cancelled so I’m not sure what I’m expected to do surely of EE don’t provide a certain price of contract then why is it on their website? I’ve raised this with EE and they claim if i read the small print that it informs you any contracts online are not guaranteed and EE are not obliged to give you the contract you agree to online which then begs the question what is the point of upgrading you’re phone online i find this bizarre and like i said at the beginning just curious if anyone has experienced anything similar. I’ve been a customer for over 15 years and now looking to switch network providers because i feel this is very misleading and false advertising on their behalf. 

[Northerner]

Hi @Davybhoy112 

Without understanding more about what was said this is only your account of the conversation. There is customer account access on these forums but generally speaking EE are not obligated to provide you a contract. 

You can make a complaint here: 

https://ee.co.uk/help/contact-ee/complaint

Thanks