Why are prices increasing?
We need to increase the cost of our monthly price plans and out of bundle charges to be able to continue to invest in the services we provide to our customers. We know a price rise is not ideal, that’s why we’ve tried to keep the increase to a small amount where possible.
What other charges are changing?
We are also increasing out of bundle call charges by £0.01p. Depending on your price plan, you may be impacted by these if your call charges fall outside of your plan allowance.
|UK Landline Connection Charge
|UK Mobile Connection Charge
|UK Landline Call Charge
|UK Mobile Call Charge
|International Connection Charge
What is meant by calls made “outside of your plan allowance”?
All of our plans include an allowance for calls to landlines. Depending on your inclusive call allowance, this may also include calls to mobiles and international numbers. These changes would impact any calls that fall outside of the allowance covered by your plan.
What if I have a discount on my monthly plan?
If you have a discount then this will not change. The price increase is applied to your existing monthly price plan cost and any discount is applied afterwards.
Why has my bill changed? It says I’m paying for ‘home broadband’ when previously it only said ‘line rental’?
We’re simplifying our bills to combine the cost of both broadband and line rental, which will show as one line on your bill rather than two, for your broadband plan and your line rental.
Why are my Terms & Conditions changing?
We have taken the opportunity to update our Network terms and conditions and communicate this to you at the same time as letting you know about our price changes.
Do I have the right to leave?
If you are in contract, then you may be liable to pay early termination charges. However, if you believe that you will be materially worse off, then you may be able to leave without paying a penalty. See www.ee.co.uk/terms for more details or contact us.
What if I upgrade?
We’ve recently launched some new plans on October 24th 2017 which are not impacted by the price increase. Find out more here: https://shop.ee.co.uk/broadband/existing-customer. Unfortunately, it’s no longer possible to upgrade to any of our previous plans.
How are we communicating this increase to our customers?
Customers will be contacted by letter or email from 13th November to 13th December 2017 to let them know about the specific changes to them.