EE Breach of Contract

Ginge95

Can anybody help me!? I had a contact with t-mobile and in December I was told I HAD to move over to EE. I was assured by the person on the phone that the terms and conditions would remain the same and that my insurance policy would be carried over. My phone has now broke and EE are refusing to fix it as i haven't been paying for my insurance... Something I was completely unaware of as I was assured NOTHING had changed. They payment of £28.20 has remained the same each month and I have received no documentation from EE stating that the terms of my contract had changed... Can anybody offer any advice about what I should do????

Techhead_2

I wish I could offer some advice that is guaranteed to work. Unfortunately EE's customer service is in my experience broken and useless.

What I would say is make sure you keep a note of the dates and times you speak to them and what was said. If you get nowhere then write to them.

See the Ofcom website for details of how to formally complain to EE and while your at it fill in the monitoring form as EE are currently being investigated for failing to follow their own complaints procedure.

grumbler

Ginge95 wrote: »

....My phone has now broke and EE are refusing to fix it as i haven't been paying for my insurance... ....

If it really broke, not was broken by you, then this is something that insurances normally don't cover. Unless it's an iPhone with pathetic 1-year warranty, you can have it repaired/replaced by the manufacturer.
Alternatively you can have have it repaired/replaced by the supplier (T-mobile) under the SoGA, but if the phone is more than 6 months old this will require some efforts.

MSE article: Consumer Rights Armour

simax

You didn't notice for nearly a year that insurance wasn't on your bill?

Anoneemoose

simax wrote: »

You didn't notice for nearly a year that insurance wasn't on your bill?

Or that EE sent you a welcome letter explaining your first bill? Which you could have checked and queried and subsequently cancelled the contract within 14 days if it wasn't what you were told it would be.

I always think it funny when people say they don't receive these things. I may seem harsh, and I know a few letters may not be delivered but we have 3 EE agreements in this house, all of which were sent welcome letters/first bills on paper.

Others in my family are on EE too, as are friends who still work there. Again, all received this paperwork.

Anoneemoose

Anoneemoose wrote: »

Or that EE sent you a welcome letter explaining your first bill? Which you could have checked and queried and subsequently cancelled the contract within 14 days if it wasn't what you were told it would be.

I always think it funny when people say they don't receive these things. I may seem harsh, and I know a few letters may not be delivered but we have 3 EE agreements in this house, all of which were sent welcome letters/first bills on paper.

Others in my family are on EE too, as are friends who still work there. Again, all received this paperwork.

Oops that was meant for OP!

d123

Ginge95 wrote: »

I had a contact with t-mobile and in December I was told I HAD to move over to EE.

When did T-Mobile start forcing migration to EE?

kittykat17

d123 wrote: »

When did T-Mobile start forcing migration to EE?

Only when someone wants to upgrade!

d123

kittykat17 wrote: »

Only when someone wants to upgrade!

So the OP wouldn't have been told he HAD to move then? He could have remained on T-Mobile for now if he kept his contract as is.

simax

d123 wrote: »

When did T-Mobile start forcing migration to EE?

They haven't. Unless you are upgrading to iPhone 6/6 Plus or Samsung Note 4....

kittykat17

d123 wrote: »

So the OP wouldn't have been told he HAD to move then? He could have remained on T-Mobile for now if he kept his contract as is.

Yes, that's right. The only time Orange or T-Mobile customers are moved over to EE is when they upgrade or want to go over to 4gee.


Also, regarding a 'broken' phone, EE have a new insurance that covers a customer's phone for damage only at £6 a month. For lost/stolen/damaged it's £10 a month. I think this is good value - especially when you hear of so many people whose phones break or are damaged simply by being in a pocket - particularly iphones.