Glad of advice understanding my new EE SIM only contract - I'm a bit confused.

[Deleted User]

(Re my previous posts, I am really pleased with my new Moto G54 mobile 'phone, thank you.)

Soon after trying the new 'phone out I decided to contact EE about my contract which was due to last until February.

I hope this is not too longwinded and, if it is, I apologize.

I arranged a new EE SIM only contract by telephone and I am now struggling to find the information on my EE online account.  The link from EE welcoming me to my new plan did not take me to details of the plan.  The person I spoke today when I telephoned gave me some information.

Because I could not see it on my online account I would be sent a text and an email to confirm.  The text came with only:  "Total monthly charges £9" and nothing else and there was no email to explain/confirm or outline details of the new plan fully.

In my online account I cannot find "full" infornation myself.  It says 10 gb data at one part then 30 GB data at another part.  Today it was explained that I had 10 GB data then another 20 added "free."  My plan was listed as £30 per month and I did not know anything about this.  The person today said that there were various discounts and I would pay just £9.

I cannot see anywhere on line what the exact details are - maybe I am not looking in the correct place.   I had accepted 30 GB and unlimited calls and texts for £9 per month - 18 month contract.  It was explained that another £1.50 would be added in March this year then, in March 2026 another £1.50 would be added.  I accepted this.

Because my then existing contract did not end until next month I was informed that  I would also have to pay a single payment of £7.44 in February as an early termination charge.  My bill for February would be £9 plus £7.44 and I accepted this.

When I could not find information on my online account the person on the telephone today told me that my bill (estimated) for February would be £10.84 and I cannot work this out at all.  I expected the information to be confirmed in the text and email today but that did not happen.

So far I don't know what to make of it and I would feel better knowing exactly what my contract really does cost and what the £10.84 February bill is for - it is less than I was advised to expect.

I am pleased with my, as I understood it, contract arranged by telephone earlier this month  but I am now confused about it.  I feel as if it is not possible to see it set out  clearly "in writing" on line.

Is it likely to be the case that, in the February 2025 bill everything will be outlined fully and clearly? 

If anyone else with EE has experience I'll be glad to have some reassurance, thank you.

Murmansk

I know nothing of EE's systems but in general terms I reckon it doesn't sound too bad, maybe it'll "settle down" in a few days and you'll be able to access online info that confirms what you have signed up to but it's not as though we're talking large amounts of money so I'd relax for now and see what happens. 

[Deleted User]

Thanks very much, Murmansk.  I think I've been a bit too anxious and it won't  be long till my first bill for the new contract due around 7th February.

[Deleted User]

When my bill arrived from EE  it did not resemble  what I had been told and was much more than expected.

I telephoned and the person, who was really very pleasant but gave no explanation, said it would be amended to the correct amount.  I have not logged in again to check but the revised amount was now the amount I expected originally.

HampshireH

[Deleted User] said:

When my bill arrived from EE  it did not resemble  what I had been told and was much more than expected.

I telephoned and the person, who was really very pleasant but gave no explanation, said it would be amended to the correct amount.  I have not logged in again to check but the revised amount was now the amount I expected originally.

Problem is it's likely to happen again and again. Have you gone into an EE store for help. This may be your best bet if you're not getting the support you need over the phone.

It would have been simpler to get a rolling SIM no contract rather than recontracting with EE.

You should have been sent a copy of the contract you entered into

Olinda99

I had exactly the same experience when I got a SIM only contract from EE - told one thing but when I looked at the account online it was much more expensive but was told I would get discounts and not to worry. different amounts of data all over the place it was a nightmare

[Deleted User]

Thank you both  very much for replying.  It does not sound good or reliable.  I'll check the revised bill and try to print it out if I need to go into an EE shop.

[Deleted User]

UPDATE:  I logged in to EE and ny bill was the same as before and not changed.

I telephoned EE and, again, spoke with a very pleasant person. The gist of it is that it will not be possible to see an accurately revised bill at all.  I was assured that the bil had been changed to the correct amount and this correct amount is what will be taken by Direct Debit later this month.

I explained that I would prefer to see my amended bill but this is not possible.  Hopefully, going forward, the March bill will 'present' accurately.  The gentleman agreed to send me a text but not an email and he sent a text confirming the amount of thie Direct Debit to be taken this month.

I definitely could not fault the gentleman's helpfulness, he  was patient and did his best.  Even so I really think the billing system from EE is  not good and is not transparent..