SIM Upgrade

[CharEd]

I have recently transferred from BT, both broadband and Sims. I was given an unlimited 'all rounder' SIM at £21 per month and was told, incorrectly, that I could add TNT Sport free of charge. I have given up hope of having the £20 sport charge removed. It is for one month and if I can resolve my problem I'll stand the loss. However, I cannot get anyone to upgrade me to the £29 'full works' SIM where sport is a free add on. Also how can I cancel the £20 payment? No one replies to messages, calls are continually cut off and I'm at my wits end. Can anyone help me please

[Peter_W · Accepted solution]

Good afternoon @CharEd.

Thanks for reaching out to us here on the EE Community 😊

It is only on our Full Works plans that TNT Sports is available as an inclusive extras, but I can totally appreciate your disappointment if you believed it was included in the plan you've gone for. 

We don't have any access to accounts via this public forum, but I definitely want to make sure you get the best support possible with getting this resolved. 

I would definitely recommend giving our customer care team another call, as they'll be best equipped to look over all of your options here. 

If you remained unhappy with how this was being handled though, you can also find all the details you need on how to raise this further as a complaint in our complaints code of practice.

Peter

[Matt_124]

There is (or was, I havent seen much info on it lately) actually a £28 Full Works plan that you're likely eligible for as a Broadband customer (EE One) that is a 1-month rolling contract. Better flexibility and value that the 24m £29 Full Works that everyone is entitled to.

Depending on the plan you've been put onto, you may not be able to upgrade it yet. Brand new EE Mobile customers are unable to upgrade their plan for 6 months usually, likely as a "bedding-in" period as a result of being credit checked for a particular plan at the start.

If you took the broadband and SIMs together i would've expected you to be put on the EE One Multi Product Benefit SIMs which are on a 1-month rolling contracts so you wouldn't be stuck completely.

TNT Sports has not been available on All Rounder plans since the 29th August 2024, only Full Works plans. If you were told otherwise on or after this date, you were told the incorrect info.

The EE One All Rounder SIM should be £22, and this should be on an 1-month rolling contract.

The fact you've said you're on a £21 tariff makes me think it may be a 6 Months Half Price All Rounder 24m package you're on (£42 after first 6 months). Hopefully this is not the case, but check what your plan details are to be sure in case you have been given the wrong info here too.

If this is the case the system will block you upgrading to any plan less than £42, however the £28 EE One Full Works plan may work as its £48, discounted by £20 to £28.

To resolve this you will have to speak to EE Customer Services and see what they can offer to rectify and also clarify what plans you are on and what benefits you should have included.

[CharEd]

Many thanks for the advice. I managed to get through to the customer care team. My previous calls were to sales and billing teams, and got no where. I genuinely believe this is due to the strict protocol they work with, and they are unable to rectify errors including those by colleagues. However, the customer service team I was told to contact by the community were much better and have helped resolve my issues. Saying that even their hands were tied.

They agreed I was on the wrong tarif, but to resolve this they had to close my account and reopen one in my husbands name. This is because EE do not allow upgrades, even of sims, for 6 months. This is despite the fact I have been a customer with BT for 40 years. My husband had to undergo a credit check. My mobile account will be stopped and he will be given new numbers. When these are working he then will have to ring to see if it is possible to retain the numbers we have had for 15 years.

Therefore EE really do need to operate a more customer friendly approach. We have spent 10s of hours getting no where, until the community helped. Even then the call took 90 minutes and we are losing our long standing mobile numbers. Customer care hope we can get them back, but this will involve further time and effort, and may be in vain.

So in conclusion, the community is great. However, EE needs to address its processes or will be losing a large number of customers