EE Confusing Control Renewal

seanp_3

I have just spent the best part of a day weighing up options at contract renewal time for three SIM cards and a broadband renewal. 

The process was time-consuming, and there didn't seem to be a way to take a quote away and compare like with like between the suppliers (Vodafone and EE)

So I've got 2 pages of A4 notes, outlining the numerous options (Netflix or no Netflix, Apple TV, roaming, with broadband, without broadband), and I've got an adviser who keeps coming back to the monthly bill total, and I'm having to push to get it split up.

I initially had Vodafone broadband and EE SIMs. It was cheaper to bring the broadband across, so that is what I ended up doing. They set a week's time for the broadband swap but didn't tell me when the mobile would transition. I then get 20+ text messages telling me that roaming was cancelled, Netflix was cancelled, now on unlimited data, the list goes on.

I try to confirm today on the phone exactly what was happening, and they tell me that the mobile was due to transfer on the 20th, and despite the text messages, nothing had happened yet.

I had noticed there was no mention of the home phone line, and they said that it wasn't included, and I would need to pay £5 a month for that. Roaming on my wife's SIM wasn't included, despite having a conversation about the need to keep it, and that was another £3. It was as if I should pay the extra and be done. I asked for the transaction to be investigated, and she reluctantly went away, came back and said that my wife's SIM contract change had been cancelled. To which I asked how much she would pay for her SIM. Upon investigating, it was £63 a month, rather than the £14.50 we had agreed (her line had a phone payment element which was no longer needed)

Apparently, a team leader will review everything and come back in a few days with an answer.

All this could have been avoided if they had emailed a detailed quote when I was on the line initially.

This process is designed to create confusion.