Plan Terms applicable to customers joining an EE pay as you go plan on or after 03 September 2014

Transcription

1 Plan Terms applicable to customers joining an EE pay as you go plan on or after 03 September 2014 Our Plans When you join EE pay as you go, you can pay for services using your top up credit or by subscribing to Packs (described below). If you pay for services using top up credit you ll be charged in accordance with the rates set out in the Pay As you Go Price Guide. Packs With our Packs, you will receive an allowance of UK minutes, texts and data. You can choose a Pack that lasts 7 or 30 days (the Validity Period ). When you join EE pay as you go, you can choose to buy a SIM card pre-loaded with a Pack (the Validity Period will start as soon as you insert the card into your device and make call, text or use the internet) or get a SIM card without a pre-loaded Pack and purchase a Pack of your choice when you are ready. Depending on which option you choose, and unless you cancel your Pack, Packs automatically recur at the end of the Validity Period, so you will need to make sure that you have enough credit on your account for us to take payment. We will remind you when the Validity Period ends and we will remind you the day before the Pack is due to recur that we are about to take payment for the Pack from your credit. Once we have taken payment, we will let you know. If you don t want the Pack to recur text STOP PACK to 150 at any time before the Validity Period ends. Alternatively, log in to My Account where you can also stop your Pack recurring. If you don t have enough credit on your account to pay for a new Pack at the end of your Validity Period, we will not apply the new Pack to your account until you have enough credit to pay for it. As soon as you do, we will take payment from your credit and give you the new Pack immediately. If 90 days after your previous Pack expired, you have still not topped up enough money to pay for a new Pack, we will not make any further attempts to take payment and we will cancel your Pack. You can tell us at any point during this 90 day period that you would like to cancel your Pack. Just text STOP PACK to 150 or log in to My Account to do this. We ll let you know when you have used up each allowance in your Pack. If you use up all of the allowances in your Pack before the end of your Validity Period, we ll also let you know. Once you ve used up all of the allowances, you can pay for services using your top up credit, you can buy an Add-On (described below) until your Pack recurs or you can buy a new recurring Pack that starts straight away. If you want to buy a new Pack or a different Pack, then text the short code of the Pack you want to 150. You can also buy via our automated calling service by dialling 150 from your EE phone or by logging in to My Account. We take the payment immediately and the new pack will start when either all of the allowances in your current pack expire, or when you current pack comes to recur, whichever happens first. You can find a full list of Packs in the Pay As You Go Price Guide at ee.co.uk/priceguides. Add-Ons If you ve used one or more of the allowances from a Pack or if you would like to pay for services using a non-recurring bundle, you can choose to buy an Add-On using your pay as you go credit.

2 Add-ons lasts 7 or 30 days (the Add-On Validity Period ) or until you have used the Add-On s allowance, whichever comes first. We ll let you know when your allowance runs out or when then Add-On Validity Period ends To buy an Add-On, check you have enough credit then text the short code of the Add-On you want to 150. You can also buy via our automated calling service by calling 150 from your EE phone or by logging in to My Account. For more information, please see ee.co.uk/payg. You can have up to two of the same Add-Ons active on your account at any one time. If you have got two Add-Ons active at the same time, the one you bought first will be used up first. Minutes & Text Add-Ons When your Add-On runs out you ll need to buy a new one or you ll be charged on a per minute or per text basis. If you buy an additional minutes or text Add-On while one is active, the new Add-On s Validity Period will start running immediately. Data Add-Ons If you try to go online or use data without internet allowance from a Pack, you ll be directed to our portal to buy a data Add-On. We ll also send you a link to the portal by text. If apps on your phone are updating themselves or files are being downloaded, and you don t have internet allowance, we will send you a link to the portal by text. If you buy a data Add-On whilst you still have data allowances from a Pack or data Add-On, the new data Add-On s Validity Period will start running immediately. If you re a Pack user qualifying for double speed 4GEE (described below), the Add-Ons you purchase will also enable you to get double speed 4GEE where it is available. Using our services Some services are available as an Add-on only. Pack or Add-On minutes and texts are to UK numbers starting 01, 02 and 03 (except Jersey, Guernsey and the Isle of Man) and checking voic . Numbers starting 08 or 0870 are excluded from allowances and will be charged as follows: 0800, 0845 and 0870 numbers cost up to 40p per minute. Calls to 070 numbers cost up to 77p per minute. Calls to 09 numbers cost up to 3 per minute. Whenever you make a call, a one minute minimum call charge applies and are charged on a per minute basis. You ll need 3G or 4G coverage to use mobile internet on your phone and you ll need a compatible device. You can only use mobile internet on our 4G network if you re within a 4G enabled area and in range of a 4G base station. You will also need a compatible 4G phone. 4G is available in select towns and cities in the UK. Your 4G phone may not be compatible with any 4G network outside the UK. Check your 3G and 4G coverage at ee.co.uk/coverage-checker. We ll let you know by text message when your data is running low (80% of your allowance is used up) and when it has run out. You cannot use mobile internet unless you have bought a Pack or an Add-On.

3 You can t use internet on your phone for peer to peer file sharing, see the network management policies on our website for more information. In selected 4G areas only, you could get double 4G speeds. Double speeds based on EE test data 2013 (average speeds double from 12-15Mbps to 24030Mbps) and doubling 4G network capacity from 2 x 10Mhz to 2 x 20Mhz. Speeds referred to are download speeds. Just how fast your 4G will be depends on where you are and how many people are using 4G too. Find out if you could get double speed 4GEE by visiting ee.co.uk/coverage-checker. For more information on the cost of using our services, see the Pay as You Go Price Guide and Non- Standard Price Guide at ee.co.uk/terms General Use of our pay as you go services is subject to your acceptance of our standard network terms and conditions. We monitor your use in accordance with those terms, which can be found at ee.co.uk/terms. Services are for use in the UK unless we tell you otherwise. Services are for normal person to person use from your phone. You can t sell access to our network or to anyone else and that services are not be used for anything unlawful or to send nuisance communications. We ll decide if you are in breach of these terms and conditions if you text and call more than 300 different numbers in a month. We re free to decide that other types of use may also be breaking this term. If you do break this term, we ll contact you and ask you to stop and if you don t then we may disconnect your SIM card from our network. Boosts for Packs Each time you buy 3 of our 30 day Packs or 12 of our 7 day Packs, you can choose from an extra allowance of minutes, texts or data (as described above) that will be applied to future Packs purchased (the Boost ). You will start accruing Packs immediately but you will not qualify to claim your Boost until you have been with us for three months. You can accrue multiple Boosts, that means the more Packs you buy, the more Boosts you will receive. You will have 60 days from the date we tell you that you qualify for a Boost to choose and tell us which Boost you would like. Once you ve selected a Boost, you cannot change your mind or ask for a different Boost. Boosts last for the duration of the Pack s Validity Period (e.g. 7 days or 30 days) and will not roll over if you do not use them up. You cannot accrue Boosts for 7 day and 30 day Packs simultaneously. If you move between 7 day and 30 day Packs you will lose all of the Boosts accrued. Additional Services - Roaming Add-Ons. Roaming Calls and Texts You can buy an Add-on of travel credit to use for calls and texts to the UK or to countries in our six travel calling zones (excluding non-geographic and premium rate numbers) whilst you re travelling in: Austria, Azores, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Isle of Man, Italy, Latvia, Lithuania, Luxembourg, Madeira, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain (excluding the Canary Islands and Balearics) and Sweden.

4 You ll always get 50% more travel credit than the price you pay. So, text EURO5 to 150 to spend 5 on an add-on of 7.50 travel credit. Or text EURO10 to 150 to spend 10 on 15 of travel credit. We ll send you a text to let you know when it has worked. Your add-on then lasts for 20 days, so if you don t use it you lose it. The calls you make will cost 18.8p per minute, calls you receive will cost 4.9p per minute and each text costs 5.9p You ll need to have enough top-up credit on your phone as the cost of the add-on comes out of your credit. See ee.co.uk/roaming Plan Terms applicable to customers who joined an EE pay as you go plan before 03 September 2014 When you join EE pay as you go you can buy one of our range of pay as you go add-ons or simply pay for services using your credit. Some services are available as an add-on only. All services are UK only, unless specified otherwise. All services are for normal person to person use from your phone and are subject to your acceptance of our standard terms and conditions for pay as you go services. We monitor use in accordance with those terms. The terms state that you can't sell access to our network to anyone else. The services are also not to be used for anything unlawful or to send nuisance communications. At the moment, we'll decide that you're breaking these terms if you text and call more than 300 different numbers in a month. Remember, we're free to decide that other types of use may also be breaking this term. If you do break this term, we'll contact you and ask you to stop and if you don't then we may disconnect your SIM card from our network. Unless you buy a minutes or texts add-on, you'll be charged our standard per minute and per text rates for making a call or sending a text. See the costs of using our pay as you go services in our PAYG Price Guide and PAYG Non-standard Price Guide at ee.co.uk/priceguides. UK minutes/texts add-ons Each add-on has an allowance of minutes or texts to use in the UK and lasts 30 days. Inclusive minutes and texts are to customers of UK mobile networks and UK landlines starting with 01, 02 & 03. You can also use your inclusive minutes to check your voic when you're in the UK. Add-on inclusive minutes and texts do not include calls or texts to 01, 02 & 03 landline numbers in Jersey, Guernsey and the Isle of Man and numbers starting with 08, 070, 09 and 118. Calls to 08 numbers costs up to 40p/min, calls to 070 numbers cost up to 1/min and 09 numbers cost up to 3/min. For further information see ee.co.uk/priceguides. To buy an add-on, check you have enough credit then text the short code of the add-on you want to 150. You can also buy via our automated calling service calling 150 from your EE phone. Your add-on will be ready as soon as you've bought it, but we'll send you a text to confirm your purchase and to let you know you can start using it. Your add-on will then last for 30 days, or until all the allowances in it are used up, whichever happens first. If you have not used up an allowance within the 30 days, it won't roll-over and you'll lose it. We'll let you know when each allowance runs out and when the 30 days are up. When your add-on runs out you'll need to buy a new one or you'll be charged per minute/per text. You can have up to two minutes and two text add-ons active on your account at any one time. If you buy an additional minutes or text add-on while one is active, the new add-on's 30 days will start

5 running immediately. If you have got two add-ons active at the same time, the one you bought first will be used up first. Data add-ons You'll need to buy a data add-on to be able to use pay as you go data services. You'll need 3G or 4G coverage to use mobile internet on your phone and a compatible device. You can only use mobile internet on our 4G network if you're within a 4G enabled area and in range of a 4G base station. You'll also need a 4G SIM and a compatible 4G phone. 4G is currently only available in select towns and cities in the UK. Your 4G phone may not be compatible with any 4G network outside the UK. You can check your 3G and 4G coverage at ee.co.uk/coveragechecker. When you try to go online or use data and don't have an active add-on, you'll be directed to our portal to buy one. We'll also send you a link to the portal by text. If apps on your phone are updating themselves or files are being downloaded, and you don't have an active add-on, we will just send you the link to the portal by text. Each mobile internet add-on gives you a data allowance to use over 30 days. We'll let you know by text message when your data is running low (80% of your allowance is used up) and when it has run out. You can use mobile internet on your phone to make internet phone calls ('VoiP') or to use your phone as a modem ('tethering'). Remember, you can't use mobile internet on your phone for peer to peer file sharing. Please see the network management policies on our website for more information. When you've used up your data allowance, or the 30 days it lasts for are up (whichever happens first) you won't be able to use mobile internet. To continue to use mobile internet, you'll need to buy another data add-on. You can't buy another data add-on while you have one active on your account. You just need to wait for your current one to run out, then buy a new one. Double 4G speeds and faster 4G network: Selected PAYG data add-ons will allow you to get double 4G speeds. Selected 4G areas only. As of October 2013 this includes most, but not all 4G enabled areas of the following towns and cities: Belfast, Birmingham, Bristol, Cardiff, Derby, Edinburgh, Glasgow, Leeds, Liverpool, London, Manchester, Newcastle, Nottingham, Sheffield, Southampton, Sunderland, Sutton Coldfield, Walsall, West Bromwich and Wolverhampton. Double speeds are rolling out in other areas too. See if you could get double 4G speeds at ee.co.uk/coverage. Double speeds based on EE test data 2013 (average speeds doubled from 12-15Mbps to 24-30Mbps) and doubling 4G network capacity from 2 x 10MHz to 2x 20MHz. Speeds referred to are download speeds. Just how fast your 4G will be depends on a couple of things: where you are and how many other people are using 4G too. Minimum device requirements apply. 10 GB free data Join EE PAYG and buy your new 4G phone from us by 31st January 2014 to get 10GB of mobile internet for free. Offer available in store, online and via telesales. The first time you try to buy a data add-on you'll need to activate your 10GB of free data to be able to use it. You'll then need to use this 10GB within 90 days of activating it, or lose it. To continue to use mobile internet once you've used up your free allowance, you will need to buy a new data add-on. UK only. Euro roaming add-on To choose the 100 EU to UK roaming minutes add-on, check you have enough credit, then text EURO ROAM to 150 or call our automated service on 150. We'll send you a text to let you know when your add-on is ready to use.

6 You'll get 100 minutes to make and receive calls from the EU to UK mobiles and landlines in the UK starting with 01, 02 or 03 (excluding Jersey, Guernsey and Isle of Man). Your add-on will last for 30 days, or until you use up all the 100 minutes, whichever happens first. If you don't use all 100 EU to UK roaming minutes within the 30 days, you'll lose them. Calls to premium rate numbers and other non-geographic numbers (which can vary over time) aren't included. Your minutes are to the UK from Ireland, Isle of Man, Jersey, Guernsey, Iceland, Canary Islands, French Guiana, Gibraltar, Guadeloupe, Liechtenstein, Martinique, Norway, Reunion, San Marino, Vatican City, France, Austria, Azores (Portugal), Balearic Islands (Spain), Belgium, Bulgaria, Cyprus (excluding North Cyprus), Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Madeira (Portugal), Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovak Republic, Slovenia, Spain, Sweden. We can change any of the included countries from the add-on upon reasonable notice. Additional Services Roaming Add-Ons for customers who joined an EE pay as you go plan before or after 03 September 2014 Calling abroad add-on If you are a pay as you go customer, to get great rates when calling and texting abroad from the UK, all you need to do is text CALL ABROAD to 150 to opt in to our free Calling Abroad add-on. We'll send you a text to let you know when it has worked. You can then make calls and send texts from the UK to mobile and landline (excluding calls to non geographic and premium rate numbers) numbers in selected countries at reduced rates. See our PAYG Price Guide and PAYG Non-standard Price Guide at ee.co.uk/priceguides for the countries included. We can remove or change the countries included in the add-on or change the pricing at any time. We will try to tell active users of the service before doing this. We can also remove this add-on from your account, but we will tell you by text message before we do. Our usual one minute minimum call charges will apply. Roaming data add-ons To use mobile internet on your phone when you're roaming abroad, you'll need to buy one of our roaming data add-ons. When you try and use mobile internet either through your phone browser or via an app in your destination country you'll be offered a choice of roaming data add-ons relevant to the country you are in. You'll need a compatible phone. All roaming data add-ons last for 30 days from when you buy them or until you have used up your data allowance, whichever comes first in time. For pay as you go customers, check you have enough credit on your account before you buy your add-on. Remember, we count the 30 day period based on UK time. Once your roaming data add-on runs out, you'll have to buy another one to carry on using the mobile internet on your phone whilst roaming. You can use the roaming data add-on in any of the countries in the relevant zone for the period of time that the add-on is valid. Remember, if you go outside any of the countries in the zone to which your roaming data add-on applies, you won't be able to use the mobile internet or data and you'll be prompted to buy a different roaming data add-on relevant to your new country and zone. Remember, you can't use mobile internet on your phone for peer to peer file sharing. Please see the network management policies on our website for more information. The country you're in may not have a compatible 4G network so you will have to use 3G (or whichever local network speed applies.)

7 You can opt out of the roaming data add-ons by calling Without one of our data add-ons, data will be charged in accordance with our PAYG Non-standard Price Guide. Please seeee.co.uk/priceguides. Our roaming zones EE Europe Roaming Zone countries are: Austria, Azores, Belgium, Bulgaria, Cyprus, Czech Republic, Canary Islands, Denmark, Estonia, Finland, France, French Guyana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Martinique, Monaco, Netherlands, Norway, Poland, Portugal, Reunion, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland and the Vatican. EE Roaming Zone A countries are: Armenia, Australia, China, Columbia Croatia, Ecuador, India, Israel, Macedonia, Martinique, Mexico, Peru, Russia and Turkey, USA. EE Roaming Zone B countries are: Antigua and Barbuda, Bahamas, Barbados, Botswana, Canada, Ivory Coast, Dominican Republic, Egypt, Indonesia, Jamaica, Malaysia, Montserrat, Morocco, New Zealand, Nigeria, Saudi Arabia, Senegal, Seychelles, Singapore, South Africa, South Korea, Sri Lanka, Serbia, Tanzania, Uganda, Ukraine and Zambia. EE Roaming Zone C countries are: Anguilla, Bermuda, Brunei Darussalam, Cape Verde, Cayman Island, Chile, Congo, Dominica, El Salvador, Gabon, Grenada, Guyana, Honduras, Hong Kong, Kenya, Lesotho, Namibia, Nicaragua, Pakistan, St Lucia, Taiwan, Thailand, Trinidad & Tobago, Tunisia, Turks & Caicos Islands, United Arab Emirates and Venezuela. EE Roaming Zone D countries are: Afghanistan, Albania, Algeria, Andorra, Angola, Argentina, Azerbaijan, Bahrain, Bangladesh, Belarus, Bolivia, Bosnia and Herzegovina, Brazil, Cambodia, Cameroon, Cuba, Faroe Islands, Fiji, Gambia, Georgia, Ghana, Greenland, Iraq, Japan, Jordan, Kazakhstan, Kuwait, Lao, Lebanon, Macau, Madagascar, Maldives, Air and Maritime, Mauritius, Mongolia, Mozambique, Nepal, Oman, Panama, Paraguay, Philippines, Qatar, Rwanda, Sudan, Tajikistan, Uruguay, Uzbekistan, Vietnam and Zimbabwe. Low balance alerts Pay as you go customers will automatically get a text when the balance of credit on their account gets to 1. You can change, manage or stop these low balance alerts through My EE or by calling 150 from your EE phone. Call me back texts If you have no credit on your pay as you go account, you can send an automated text free to someone to ask them to call you back. The call me back texts are only available for pay as you go customers with no credit at all on their account. We'll tell you how to send one if you try and make a call when you have no credit. Maximum of 5 call me back texts each month.