End of contract notification and out of contract discount

     
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What are end of contract notifications?

What are end of contract notifications?

From 15 February 2020 we’II send you reminders in all cases when your contract is about to end. We’ll also let you know about deals, tariffs and all your options (based on your data usage and current price plan) in line with new Ofcom rules.

We’II send you a reminder that your contract will be ending 100, 60, 45 and 14 days before you go out of contract. You’II also be reminded 60 and 90 days after you go out of contract. 

We've already been leading the industry in contacting mobile customers before minimum contract periods end and afterwards, and we've been providing suitable options. We've also been doing this for most of our broadband customers. Ofcom’s requirements mean that we’ll contact all customers.

How will I be sent notifications?

How will I be sent notifications?

If you’re a mobile customer we’ll notify you by text, we may write to you in limited cases.

If you’re a Home customer we’ll notify you by letter, in limited cases we may use email.

When are offers sent and how long can I get them for?

When are offers sent and how long can I get them for?

We’ll usually send offer notifications 14 days before the end of your contract, this is within the 10-40 day period required by Ofcom. Offers will be available until the end of your contract.

Why haven’t you contacted all EE broadband customers until required to by Ofcom ?

Why haven’t you contacted all EE broadband customers until required to by Ofcom ?

We've already been contacting most broadband customers before their minimum contract period ends. And we’ve been carrying out technical changes so we can now contact all our broadband customers.

What is the Out of Contract discount?

What is the Out of Contract discount?

Most customers contact us before going out of contract but there will always be a few who don’t and this could result in missing out on good deals.

We want to make sure we provide a fair deal to all customers. If you previously took out a handset with us as part of your original deal and you’ve been out of contract with us for 3 months, we’II offer you a 10% discount, on top of all other discounts like Friends and Family.

When will I get the 10% out of contract discount?

When will I get the 10% out of contract discount?

From mid - March 2020. You'II need to be a mobile customer with a handset as part of your plan who has been out of contract for three months or more. Your contract must have ended after 15th November 2019 if you’ve been out of contract for more than three months.

Why is the 10% discount only for out of contract customers with a handset as part of the plan?

Why is the 10% discount only for out of contract customers with a handset as part of the plan?

Ofcom have identified customers who are out of contract with a handset as part of their plan, as the key group who need to be focused on. The discount will offer a fairer price to these customers and help encourage them to find the right deals.

Why is the discount 10%?

Why is the discount 10%?

We want to make sure we provide a fair deal to all customers. After careful consideration and working closely with Ofcom, a 10% discount was agreed as a fair amount.

Isn’t it unfair to still charge the same after a contract has come to an end with the handset paid off?

Isn’t it unfair to still charge the same after a contract has come to an end with the handset paid off?

We’ve worked closely with Ofcom which has identified customers who go out of contract with a handset as part of their plan, as being in need of a fairer price. The 10% discount that we’II be offering will help to make sure you’re getting a fairer deal if you're in this position. 

Is the 10% out of contract discount offered to BT Mobile and Plusnet customers too?

Is the 10% out of contract discount offered to BT Mobile and Plusnet customers too?

No. Plusnet don’t offer handset contracts and BT Mobile only started offering contracts with handsets recently, meaning very few customers are out of contract. We’ve worked closely with Ofcom on this and agreed EE out of contract customers should be focused on.

 
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Last updated: 15/2/2020
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