How could EE get it so wrong?

Legacy_user

In June '16, I returned to EE after a brief spell away with Life Mobile. Because I hadn't used the internet on a mobile before, I settled for 250MB on a I month sim only deal at £9.98. When it became apparent this would not suit my needs, I embarked increasing my data allowance and this required a great many phone calls.

The result was that today, 9th Sept, I would begin a 12 month sim only for £19.99 with 4GB, unlimited mins & texts.

Looking at their "My EE" app today, my new month allowance shows:-
Charge of £21.99
Data 250MB

I cannot wait to get through to them and seek an explanation. I did not expect this level of service, I did not think I would have to disbelieve their words. My confidence in EE is now at a low ebb.


When we joined EE for home broadband, that too was a fiasco.

bengalknights

Is the difference in pricing due to existing vs new customer deal?

AndyPK

250Mb to 4Gb is quite a jump.

1Gb is normally plenty for most people

System

Two phone calls and two visits to local EE shop later has brought this to a conclusion.

It seems the MY EE app, will show any minute/text changes along with price changes long before the data change. The price shown, is the standard charge for what I have moved to, but the £2 difference is a loyalty reduction that will only appear on each bill.

Whilst making the first call, with both ipad and laptop feeding me information, I noticed I had three add-on's, one of which was free calls to certain countries which I had not realised about. They confirmed this. and as our daughter is in the RAF stationed in Cyprus for three years, it will be quite useful. EE said they would give me £1 off my line rental as it had spoilt my day. I accepted it.

In town, I asked in the EE shop, if when I made the call to Cyprus would there be a pick-up charge at the other end, they said "no". With that, whilst sitting on the promenade, decided to call Cyprus for two mins. This was followed by a message from EE to say I would be charged. So back to EE shop and another chap said, "oh, you can't call anywhere for free".

Back home with internet connections and paperwork to hand, rang retentions again. That is when they said :-
* your 4GB will go through within the hour.
* you will get free calls to either landline or mobile to Cyprus.
* we will refund the charge of £1.98
* and because we gave you less than favourable service when you took on home broadband by changing your telephone number, your password, your connection date and we failed to tell talktalk you were leaving them which resulted in you paying two providers till it was resolved, instead of the 4GB at £19.98, we will give you 9GB for as long as you stay with EE home broadband.

So, long post and one that has stressed me out a bit, but one that now means my phone can have data on continually and if I have to return to hospital with any of my health issues, I will be able to retain sanity to a degree.