Restoring my previous plan

[BruceFerry]

Hi Ali_A
I hope you are well.

I have just returned from the US and had purchased Full Works in order to get a Roam Further Pass, I think?

The assistant at the Edinburgh Gyle shop said I needed to return to the shop after my trip to have the extra deal removed. Can you do this for me? I want to restore the previous plan which I was using. Thanks, Bruce

[bristolian]

I'm not sure I'm totally following what plan change you're requesting or whether it's viable - but this forum doesn't have any access to individual customer accounts, you'll need to contact EE-CS on 150 to make account changes.

The Roam Further Pass was removed from sale late 2024. The Full Works plans include certain roaming add-ons, but I'm not sure about the practicality of chopping & changing between plans on a month-by-month basis.

[XRaySpeX]

@BruceFerry : This user discussion forum can have no access to your specific account & its plans. You need to raise this with CS.

If you've been sold a Full Works plan then that's what you've got. It does include EU & ROW Zone 1 roaming baked into it & these can't be removed nor the plan changed until the end of the contract term. I'm not clear what the store was offering you but there is no "change of mind" policy for stuff bought instore. So I'm doubtful whether the plan can be downgraded.

[Matt_124]

If you're on an EE One SIM Only plan (EE Broadband customer on a discounted mobile plan with a 1-month-rolling contract), have been with EE for over 6 months, and upgraded for the sake of going away you may be able to "upgrade" again but down to another EE One plan.

You would need to contact EE Customer Services to find out your options.

[BruceFerry]

OK thanks everyone. Yeah Ali_A is a EE assistant so he can access my plan. The shop sold me a month long plan just for when I was in US and to come back to get it removed. Maybe they like people to visit the shop to sell em more stuff & justify its existence!
Anyway thanks again.

[bristolian]

---

@BruceFerry wrote:

OK thanks everyone. Yeah Ali_A is a EE assistant so he can access my plan. 

---

Ali_A is one of the EE staff support team, absolutely. That doesn't extend to the staff team on here having access to individual customer accounts via this forum.

[Matt_124 · Accepted solution]

I'm afraid @Ali_A is a member of the EE Community Support Team, and not an EE Guide who can access customer accounts. That is not the purpose of this forum.

Only EE Customer Services on 150 or via webchat in the EE App, EE Retail Guides (in a local shop), or yourself can access your EE Account as there is certain security verification and assurance methods which must be followed to access an account.

If you wanted to entirely cancel a plan you would need to call Customer Services and give 30 days notice to do so, or if you wished to revert to a previous plan that you had before going away you would need to get in touch with EE via one of the above methods and request this.

This Community forum, and even the EE staff within, are not capable of or authorised to be taking actions on accounts.