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  • FIRST POST
    • TomSir
    • By TomSir 19th Oct 19, 7:23 PM
    • 2Posts
    • 1Thanks
    TomSir
    EE -T-Mobile forced off the old Flex plan
    • #1
    • 19th Oct 19, 7:23 PM
    EE -T-Mobile forced off the old Flex plan 19th Oct 19 at 7:23 PM
    Hi,

    I need some help and advice about being forced off the T-Mobile Flex account.

    I have been with T-Mobile since the 90's, when it was one-2-one. In the early years of 2000, I contracted in to the Flex account, it was the best tariff they ever had, I had a credit limit to use my phone on calls, data , international calls up to the amount of 170 - it was exactly what i wanted, plus I was in friends and family so add a 50% discount. I was still on this until last Tuesday when my phone was stolen on the way home from work. I was gutted totally depressed as i had a lot of content on my phone.

    I phoned EE, and asked them to send me a replacement sim, they said they can't because they don't have any any t-mobile SIMS and there is nothing they can do. I will have to change to another different plan, I said i did not want a another different plan, unless they can give me what i was on i want my old plan back. I was already depressed about loosing my phone, now they just want to kick me while I am down. I explained to the EE person they can't do that, he told me there is no way EE can give me replacement SIM. After some time, he talked me into getting a new contract by first telling me they will try to give me a like for like I said ok, but when they looked at what i could get for what I was paying there was nothing that could compare and eventually ended selling me a plan which will cost me two and half times more and I will not have International calls either, I have told them I am not happy about the way the have forced me into a corner and have left me with no choice but to take the plan, i really needed a phone for Friday, they said I would get on by Thursday, no phone on Thursday arrived, I had to phone EE mobile on Thursday evening, they have said they could not check - their system was down and will let me know the next day, received a message on Friday saying i will get my phone on Tuesday.

    What they have done is this legal ?
    Is there anything i can do to get my old Flex plan back.?
    My contract ended many years ago but continued as a rolling contract, can they stop this ?
    Have EE acted fairly by forcing me to switch?
    Is there any thing i can do ?
    I have four other lines for my family members with EE , i have been with them for over 20 years, I am totally unhappy with the service from them.

    All help and advice greatly appreciated.
    Thanks
Page 1
    • Neil Jones
    • By Neil Jones 19th Oct 19, 8:05 PM
    • 2,939 Posts
    • 2,110 Thanks
    Neil Jones
    • #2
    • 19th Oct 19, 8:05 PM
    • #2
    • 19th Oct 19, 8:05 PM
    Hi,

    I need some help and advice about being forced off the T-Mobile Flex account.

    I have been with T-Mobile since the 90's, when it was one-2-one. In the early years of 2000, I contracted in to the Flex account, it was the best tariff they ever had, I had a credit limit to use my phone on calls, data , international calls up to the amount of 170 - it was exactly what i wanted, plus I was in friends and family so add a 50% discount. I was still on this until last Tuesday when my phone was stolen on the way home from work. I was gutted totally depressed as i had a lot of content on my phone.

    I phoned EE, and asked them to send me a replacement sim, they said they can't because they don't have any any t-mobile SIMS and there is nothing they can do. I will have to change to another different plan, I said i did not want a another different plan, unless they can give me what i was on i want my old plan back. I was already depressed about loosing my phone, now they just want to kick me while I am down. I explained to the EE person they can't do that, he told me there is no way EE can give me replacement SIM. After some time, he talked me into getting a new contract by first telling me they will try to give me a like for like I said ok, but when they looked at what i could get for what I was paying there was nothing that could compare and eventually ended selling me a plan which will cost me two and half times more and I will not have International calls either, I have told them I am not happy about the way the have forced me into a corner and have left me with no choice but to take the plan, i really needed a phone for Friday, they said I would get on by Thursday, no phone on Thursday arrived, I had to phone EE mobile on Thursday evening, they have said they could not check - their system was down and will let me know the next day, received a message on Friday saying i will get my phone on Tuesday.

    What they have done is this legal ?
    Is there anything i can do to get my old Flex plan back.?
    My contract ended many years ago but continued as a rolling contract, can they stop this ?
    Have EE acted fairly by forcing me to switch?
    Is there any thing i can do ?
    I have four other lines for my family members with EE , i have been with them for over 20 years, I am totally unhappy with the service from them.

    All help and advice greatly appreciated.
    Thanks
    Originally posted by TomSir
    T-Mobile hasn't existed in this country since 2010 when it merged with Orange to form EE. So you can't get another T-Mobile SIM when the closest equivalent is going to be something else on the EE offerings.

    So to answer your questions:
    1) Not their fault your phone was stolen, but tariffs can and are withdrawn without any notice. Legacy tariffs tend to be the most expensive going.
    2) If your phone has been stolen tell EE to block the number/SIM.
    3) Not their fault your phone was stolen.
    4) Cost of international calling has fallen dramatically in recent years, you may well be better off on another plan financially.
    5) Again, not EE's fault your phone was stolen, and also not really EE's fault they don't do a tariff that was offered under effectively previous management.

    Depending on the countries you call you may well be better off on another package,. Seriously. You don't say which tariff you were on but this document suggests international calls to landlines are charged at 41p a minute.

    Looking at 3 as a random alternative some drop as low as 4p a minute.
    • d123
    • By d123 19th Oct 19, 9:27 PM
    • 8,071 Posts
    • 5,266 Thanks
    d123
    • #3
    • 19th Oct 19, 9:27 PM
    • #3
    • 19th Oct 19, 9:27 PM

    What they have done is this legal ?
    Originally posted by TomSir
    Yes, why would you think otherwise.



    Is there anything i can do to get my old Flex plan back.?
    Originally posted by TomSir
    Just like you can no longer go shopping in Presto or Woolworths, no.

    Unless you do have a Tardis?


    My contract ended many years ago but continued as a rolling contract, can they stop this ?
    Originally posted by TomSir
    Yes


    Have EE acted fairly by forcing me to switch?
    Originally posted by TomSir
    T-Mobile doesn't exist anymore, so yes.


    Is there any thing i can do ?
    Originally posted by TomSir
    Change network if you aren't happy with the EE offer.


    I have four other lines for my family members with EE , i have been with them for over 20 years, I am totally unhappy with the service from them.
    Originally posted by TomSir
    Thats interesting but totally immaterial.
    ====
    • Neil Jones
    • By Neil Jones 19th Oct 19, 11:04 PM
    • 2,939 Posts
    • 2,110 Thanks
    Neil Jones
    • #4
    • 19th Oct 19, 11:04 PM
    • #4
    • 19th Oct 19, 11:04 PM
    EE have form for terminating legacy brands, see how all the legacy Freeserve/Wanadoo/Orange email addresses were shut off in early 2017.
    • unforeseen
    • By unforeseen 20th Oct 19, 9:12 AM
    • 4,251 Posts
    • 5,689 Thanks
    unforeseen
    • #5
    • 20th Oct 19, 9:12 AM
    • #5
    • 20th Oct 19, 9:12 AM
    EE have form for terminating legacy brands, see how all the legacy Freeserve/Wanadoo/Orange email addresses were shut off in early 2017.
    Originally posted by Neil Jones
    Yep, the same way that Telefonica dumped my BT Cellnet account when they took over O2.
    • marlot
    • By marlot 20th Oct 19, 9:30 AM
    • 4,053 Posts
    • 3,181 Thanks
    marlot
    • #6
    • 20th Oct 19, 9:30 AM
    • #6
    • 20th Oct 19, 9:30 AM
    Have a look at plusnet to see if any of their plans suit you better. Runs on EE.

    I'm on 4.5Gb/month, unlimited texts, unlimited calls for 7/month. And I only have to give 30 days notice.
    • nic_c
    • By nic_c 20th Oct 19, 10:38 AM
    • 2,181 Posts
    • 1,139 Thanks
    nic_c
    • #7
    • 20th Oct 19, 10:38 AM
    • #7
    • 20th Oct 19, 10:38 AM
    T-Mobile hasn't existed in this country since 2010 when it merged with Orange to form EE. So you can't get another T-Mobile SIM when the closest equivalent is going to be something else on the EE offerings.

    So to answer your questions:
    1) Not their fault your phone was stolen, but tariffs can and are withdrawn without any notice. Legacy tariffs tend to be the most expensive going.
    2) If your phone has been stolen tell EE to block the number/SIM.
    3) Not their fault your phone was stolen.
    4) Cost of international calling has fallen dramatically in recent years, you may well be better off on another plan financially.
    5) Again, not EE's fault your phone was stolen, and also not really EE's fault they don't do a tariff that was offered under effectively previous management.

    Depending on the countries you call you may well be better off on another package,. Seriously. You don't say which tariff you were on but this document suggests international calls to landlines are charged at 41p a minute.

    Looking at 3 as a random alternative some drop as low as 4p a minute.
    Originally posted by Neil Jones
    They weren't terminating his tariff but could not give a new T-mobile sim. Not sure if OP simply asked for a t-mobile sim or a replacement sim and activate that for his current tariff. It might be they won't change it over but if OP asked for a Tmobile sim, that might be why they said no.

    As to costs, the Flex tariffs gave you a certain amount, e.g. 170 worth of calls/texts etc for a monthly cost of a lot less, like say 30. However as you say the OP may be able to get same amount of use for a similar value off a new tariff.
    • esuhl
    • By esuhl 20th Oct 19, 12:37 PM
    • 9,023 Posts
    • 7,090 Thanks
    esuhl
    • #8
    • 20th Oct 19, 12:37 PM
    • #8
    • 20th Oct 19, 12:37 PM
    How does a replacement SIM have anything to do with a tariff?


    The SIM is essentially just an identifier for the account -- like an electronic customer number, isn't it?


    It sounds like EE are being opportunistic in cancelling your existing account/tariff without any notice or warning.
    • TomSir
    • By TomSir 20th Oct 19, 1:21 PM
    • 2 Posts
    • 1 Thanks
    TomSir
    • #9
    • 20th Oct 19, 1:21 PM
    • #9
    • 20th Oct 19, 1:21 PM
    Hi,
    Thanks for the replies.
    i expected EE to replace the SIM and let me carry on with my old T-Mobile account. Yes, a SIM is only an identifier for an account, I am sure they could give me the same again, the SIM I was using was an EE SIM, I think it would be just a matter of assigning the SIM to my account. correct me if I am wrong. I think they are definitely taking advantage of my situation to force me on to another plan/tariff.

    As a customer I think they have been unfair they could have easily supplied me with a new SIM and connect this to my old account.
    • nic_c
    • By nic_c 20th Oct 19, 1:23 PM
    • 2,181 Posts
    • 1,139 Thanks
    nic_c
    How does a replacement SIM have anything to do with a tariff?


    The SIM is essentially just an identifier for the account -- like an electronic customer number, isn't it?


    It sounds like EE are being opportunistic in cancelling your existing account/tariff without any notice or warning.
    Originally posted by esuhl
    agree, they probably have been inf to transfer any tmobile customers to EE

    OP should really be insistent, you can order a new sim in a shop or online.
    • d123
    • By d123 20th Oct 19, 1:39 PM
    • 8,071 Posts
    • 5,266 Thanks
    d123
    These are the 3G EE price plans that Orange customers were forced to choose from (if they didn't transfer over to EE 4G).

    https://ee.co.uk/content/dam/ee-help/help-pdfs/EE-Price-Guides/ee3g-paym-standard-price-guide-19082019.pdf
    ====
    • japitts
    • By japitts 22nd Oct 19, 10:30 PM
    • 73 Posts
    • 3 Thanks
    japitts
    Have a look at plusnet to see if any of their plans suit you better. Runs on EE.
    Originally posted by marlot

    In exactly the same way as Virgin Mobile, Asda Mobile, 1p-Mobile and a few others.


    Runs on EE also doesn't mean the same service/coverage as EE. Substantially the same, but not identical.
    • Ms Chocaholic
    • By Ms Chocaholic 22nd Oct 19, 10:36 PM
    • 10,633 Posts
    • 64,706 Thanks
    Ms Chocaholic
    Can you explain how much you paid a month on your old plan and what you received for that in terms of data/minutes/texts. You're likely to get a much better deal now, if you think back 20 years, was data even a thing back then.

    I'm sure you can get a deal just as cheap and reduce your stress levels at the same time.

    If you need international calling, download the Vyke app (or similar) and call rates are very cheap. I used this during a recent holiday to call back to the UK from outside of the EU and it cost something like 1p a minute. The line was super clear too.
    Thrifty Till 50 Then Spend Till The End

    You can please some of the people some of the time, all of the people some of the time, some of the people all of the time but you can never please all of the people all of the time
    • Neil Jones
    • By Neil Jones 23rd Oct 19, 8:28 AM
    • 2,939 Posts
    • 2,110 Thanks
    Neil Jones
    Hi,
    Thanks for the replies.
    i expected EE to replace the SIM and let me carry on with my old T-Mobile account. Yes, a SIM is only an identifier for an account, I am sure they could give me the same again, the SIM I was using was an EE SIM, I think it would be just a matter of assigning the SIM to my account. correct me if I am wrong. I think they are definitely taking advantage of my situation to force me on to another plan/tariff.

    As a customer I think they have been unfair they could have easily supplied me with a new SIM and connect this to my old account.
    Originally posted by TomSir
    Unfortunately what you expect and what you (can) get are two entirely different things. Customers on legacy tariffs of all kinds of products tend to get the raw end of deals, and can in 99% of cases be better off on a newer tariff, particularly now we're in an era of Facebook Messenger, WhatsApp, SkyPE and things like that, all things that allow you to make international calls pretty much for free (in certain circumstances) and being able to see those you're calling too.

    Considering that the issue started when your phone was stolen, then I could argue you should have been more careful with where you use it and then we wouldn't be having this conversation. But we are where we are and as I said, it's not EE's fault your phone was pinched.
    • esuhl
    • By esuhl 23rd Oct 19, 1:52 PM
    • 9,023 Posts
    • 7,090 Thanks
    esuhl
    Considering that the issue started when your phone was stolen, then I could argue you should have been more careful with where you use it and then we wouldn't be having this conversation. But we are where we are and as I said, it's not EE's fault your phone was pinched.
    Originally posted by Neil Jones

    What on earth has this got to do with the OP's phone being stolen? They're not asking EE for a free phone! They're asking for a replacement SIM -- something that virtually every mobile network provides for free!



    I'm still using my BT Cellnet SIM card from about 2000, which came with a life-long contract that only I can terminate. Doesn't cost me a penny.
    • Neil49
    • By Neil49 23rd Oct 19, 2:21 PM
    • 1,561 Posts
    • 805 Thanks
    Neil49
    My wife is with T Mobile and I recently had to contact EE to get a nano sim for her new phone (the existing sim wasn't a multi size card).

    I asked for a multi sized replacement but the person I spoke to said that they didn't do those for T Mobile and that I would have to have a nano sim that would be specifically for T Mobile and not EE.

    The sim that arrived was marked T Mobile (rather than EE) and this was less than 2 months ago so appears to contradict what they said to the OP (unless I had the last one!).

    She now gets a monthly statement through the post showing all her usage since the online TMobile accounting system closed down. The letter is headed up with EE!
    • Neil Jones
    • By Neil Jones 23rd Oct 19, 2:25 PM
    • 2,939 Posts
    • 2,110 Thanks
    Neil Jones
    They're asking for a replacement SIM -- something that virtually every mobile network provides for free!
    Originally posted by esuhl
    But not on the terms the OP wants, which is on a tariff that no longer exists and it sounds like they can't reactivate an offer that was inherited.

    I'm still using my BT Cellnet SIM card from about 2000, which cae with a life-long contract that only I can terminate. Doesn't cost me a penny.
    Good for you.
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