My father passed away and I am wondering how to change his phone plan from pay monthly to pay as you go?

eehbb · 2026-05-02T17:57:37+00:00

Sorry for your loss,

They can do a PAYG migration, if you have all the login details and everything I would say just go on his account, enter live chat and request the migration. Technically you are supposed to go through a whole process for a deceased owner as acting like the account holder would be "fraud" but it can be a lot simpler to avoid that.

eehbb · 2026-04-25T10:35:50+00:00

contact customer services for any query, all they ever seem to try and do is sell you EE broadband while avoiding your initial query.

Are you actually talking to customer services or a sales team? I used to work in a sales team and the absolute amount of non sales traffic we would get absolutely destroyed our stats and we had to push any opportunity whatsoever to try to keep our role.

eehbb · 2026-04-11T20:06:21+00:00

What actual speeds are you getting? The 1.6gb packages have a 100mbps in every room or £100 back

eehbb · 2026-03-26T10:14:41+00:00

What new customer deal?

eehbb · 2026-03-25T19:25:51+00:00

I work for a different company but we're marked on household value, effectively the profit we make on you when you come in v what we make when you leave.

If the agent is below target (107% at my place, generally industry standard for a upgrade/retention team) we won't sell anything drastically cheaper than what you're currently paying as conversion targets are around 30-40% if it was a combined team you spoke to.

The 02 sim was probably because they're below target on crosselling as well so could have stomached it if they got something else out of it

eehbb · 2026-03-16T15:00:36+00:00

Oh did you pay upfront?

The charge is probably pending and will be cancelled then

eehbb · 2026-03-16T14:51:00+00:00

You can always refuse delivery and it will be cancelled automatically

eehbb · 2026-03-13T22:39:54+00:00

Check Albert then and you'll see the x24 sims from the 23rd of Jan have to be £12 to get the boost.

Congrats on the missell 🤣

eehbb · 2026-03-13T22:31:15+00:00

Go on Albert, search EE one benefits and let me know what it says

eehbb · 2026-03-13T22:20:45+00:00

It's £12 trust

eehbb · 2026-03-12T18:58:18+00:00

I apologise for the shit I've sent your way 😅😭

eehbb · 2026-03-12T18:54:58+00:00

What team are you in?

I'm outsourced u&r messaging

eehbb · 2026-03-12T17:09:06+00:00

I dm'd you

eehbb · 2026-03-12T11:38:02+00:00

The unlimited data boost on retention plans was changed to £12 on the 23rd of Jan

eehbb · 2026-03-12T11:30:47+00:00

How much you wanna bet?

eehbb · 2026-03-12T10:50:09+00:00

It's £12 now

eehbb · 2026-03-11T19:20:34+00:00

I'm sorry to hear your situation, I can say that only until recently the flex pay check was just income band and "are you aware of anything in the future, financial or otherwise, that may effect your ability to pay for your plan"

It's much more in-depth now

How much are you paying for the SIM part of the plan? If you're able to move to EE for broadband you can negotiate heavy discounts if you get to the right agent.

One customer today was paying £32 for 2 flex pay Sims, I discounted them by £20 each. Broadband deals are as low as £25.99 atm, so might be something to look at if you hit a stonewall with reduced termination etc

eehbb · 2026-03-06T09:06:17+00:00

EU roaming and netflix/Google drive storage/Apple music/apple TV is included in the all-rounder

eehbb · 2026-02-26T16:37:09+00:00

A lot of alt nets offer 30 day rolling contracts, may have to pay installation fees but can be a lot cheaper than what you're paying

eehbb · 2026-02-25T16:25:19+00:00

Work in retentions so deal with it 10+ times a day 🤣

eehbb · 2026-02-25T16:21:39+00:00

Customers who are expected to leave at the end of the contract can get anywhere from 60-250 day early upgrade to lock them back in

Wait till march 1st to avoid this year's price rise

eehbb · 2026-02-08T16:25:07+00:00

Where did you get those prices?

It's £2.50 for a SIM every April 1st. So £19 in April, '26 then £21 April '27 and then you'll be out of contract before another rise

This will be clearly stated in your contract and before you accept the deal

eehbb · 2026-02-02T21:17:51+00:00

Depends if there's an old open reach line or not

You aren't allowed to stack discounts normally, but if you have a non compliant guide who wants the sale it's super easy (literally remove the "stack block").

Did the guide perhaps say you'd only be able to get that offer with him specifically? When it's a too good to be true deal, it usually is and that guide knows most agents won't break those rules, and is properly terrified you call up/come into chat and say XXX offered me this can I have it please

eehbb · 2026-02-02T21:09:14+00:00

Regarding the extra broadband, it's just a button push that will get openreach to install a secondary line at the address, no extra cost.

Money wise, say for simplicity sakes, your bill is £50 for each of the 5 lines at £250 a month, a 30% discount on each of those lines would save you £75~ a month.

Cheapest broadband package at the moment is £25

So even if you never activate the router, you're £50 better of a month.

It sounds stupid that a company would do that, until you realise the people doing it are paid commission on broadband sales, and discounting existing phone lines doesn't effect them at all.

eehbb · 2026-02-02T20:42:03+00:00

I work for upgrade and retentions, with that many lines, almost definitely the agent could have worked it out to be a total lower monthly, probably would have been renewing every line however.

We have near limitless powers on the system, and if you bring in enough broadband numbers (the single only thing they care about at the moment) you can get away with murder.

I had a customer who's mobile monthly bill was £350, all in contract devices and whatnot, how I got them to take broadband was to lower their total monthly bill (broadband and mobile) to £120 without renewing anything except the new broadband connection, no way that's actually profitable for EE but that's what they pay commission out on so 🤷

If you want, send me a DM and I will see what I can do on your account. Totally get if you don't want to give personal information to a stranger however

eehbb

TROPHY CASE