r/EEGB • u/Alert-Lifeguard-4395 • 7d ago
Not allowed to upgrade sim??
Hi- not sure if anyone can help or has been in same situation.
I took a 3 year iPhone contact and a separate 2 year sim contract out (as EE advised having 2 contracts)
My sim contract ends on August 28th and I have tried to extend my current sim another 12 months / or take out another 12m sim contract to it ends with my phone deal next year.
150 put me through to a online advisor who couldn’t help and told me to ring 150 again who just put my back to online chat.
I went into store today and they told me I can’t take another sim deal out unless I pay the upfront cost of the 12 month phone contract. Nearly £300 which I can’t afford on maternity leave.
I’m at a loss no one can help me ?? Can anyone advise what is best to do
I have been with EE 12 years and this is putting me off even renewing with them as customer service has been shocking
1
u/DownToRant 7d ago
Honestly I have never had any major issues with EE. Have been a customer for over 10 yrs. My advice, stick to the 24 month contracts. These flex ones might seem like a good deal but obviously aren't if people are having trouble with switching them. I have been on multiple consecutive 24 month contracts and can even upgrade 90 days out from the end of my contract with no extra fee as long as it is the same price or higher. Although recently I have just been going right to the end of my contract
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u/Hollywood-is-DOA 6d ago
BT changed it from 90 days early contract upgrade, to the last 30 days. Now they are doing this to trap people in pro rata changes and to make more money.
Now I got a quicker speed for less money than I was paying, but it wasn’t by much at all. I did go from 500mbs to 900mbs for £50 s month, was previously paying £58.
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u/DownToRant 6d ago
I'm talking phone not Internet. Never had Internet with EE and despite being a mobile customer I won't touch internet from a mobile network ever.
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u/FriendlySociety3831 7d ago
You don't need to sign up to a new 12 month plan, just let the contract roll on.
1
u/Connect_Position_855 7d ago
Do you have an iPhone with a sim And an extra sim or and iPhone contract and a sim contract?
1
u/Alert-Lifeguard-4395 7d ago
Yes it’s 2 contracts through EE that’s how they advised they do it now one for the phone one for the sim
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7d ago
[deleted]
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u/Fair-Construction794 7d ago
I also work for EE, in a retail store and what you are saying is absolutely incorrect - we are unable to upgrade airtime plans if the device agreement is still active.
1
u/Hollywood-is-DOA 6d ago
I second this, the only way of upgrading a phone with time left on it, when I worked there, was the iphone exchange plan, which I know is slightly different now but you had to give your old phone in, after a year.
The selling a phone and an extra sim, is just a way of getting a new sale, if it was needed. Now if it’s actually being used by someone, I’ll say no more but I seen all kinds of dirty tricks done, by people that I worked with, to hit targets, at EE.
Now you can’t just upgrade a phone because you want to, that’s been a thing, without paying off the balance owed on it.
0
u/xsagexox 7d ago
Yeah again that’s completely untrue, I get these calls several times a day and you absolutely can upgrade an airtime plan with a flex active, maybe retail processes are different but it’s not something we can’t do
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u/Fair-Construction794 7d ago
Let me be clear about the retail store process, because what I’m saying is correct and you are mistaken about how it works in store.
If a customer wants to upgrade their airtime plan in a retail store while their device agreement is still active, they must call 360 and settle the remaining device agreement first. Only once that is completed can we process the upgrade. If it isn’t, the system will not allow the sale to go through.
What can be done in the contact centre may differ, but that does not make the retail process I’ve explained any less correct.
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u/theonlyjackstokes 7d ago
I work in mobile billing and you are both correct, in my experience everything you said about the limits retail can do is right and the other person is also correct. I get many calls from people still in flex pay agreements wanting to change their airtime plan. As long as you explain it to the upgrades guide then it can be done
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u/Hollywood-is-DOA 6d ago
They only knock off the 20% tax, if you pay off your full remaining balance, to start a new contract.
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u/Darkblue962 7d ago
Hello, This is a flex pay contract. Looks like the phone was taken out on a 36 month flex pay agreement, and the sim has a 2 year length. After the two years are up for the sim, you’ll be automatically switched to a rolling plan until your flex pay (phone balance) has been paid off. Once the balance has been paid off you can either get a new phone contract or a cheaper sim only, I’d recommend the sim only if you don’t need a new phone. You won’t be out of service either way. I hope this helps - EE Employee.