topic Re: Friends and family discount not working for upgrade in Offers & Add-ons

Friends and family discount not working for upgrade

louisarmstrong9 — Mon, 03 Oct 2022 19:13:35 GMT

I am trying to upgrade my current plan and got a FandF code from my friend who works at BT however it doesnt let me apply the code comes up with the message “this code is not valid with your current selection. Please make sure you meet all the conditions of this promotion”. When i try the code on the same plan but not as an upgrade it works fine so i can get discount as a new customer but not as a loyal returning customer?

Re: Friends and family discount not working for upgrade

Christopher_G — Tue, 04 Oct 2022 07:32:06 GMT

Hi @louisarmstrong9

I've sent you a private message with some steps to try. Could you give them a try please?

Thanks

Chris

Re: Friends and family discount not working for upgrade

Ade_D1 — Tue, 04 Oct 2022 18:16:09 GMT

Hi,

I'm having the same problem.

Any help would be appreciated.

Thanks

Re: Friends and family discount not working for upgrade

Christopher_G — Wed, 05 Oct 2022 07:11:22 GMT

Hi @Ade_D1

Welcome to the community.

Could you try these steps please?

1. Make sure you're accepting 'all cookies' if prompted when using ee.co.uk otherwise the voucher codes will fail.
2. Delete cache and cookies from your browser.
3. Try typing the voucher code, rather than using copy/paste.
4. If you've previously entered the voucher and clicked 'Back' on the browser, the next time you enter the voucher again it fails. If you enter a random word in the voucher field/box, delete it and then try adding the voucher code again it should work.
5. Make sure you have not selected a 'Good as New' deal, these are not eligible.
6. Have you selected a special deal, such as a 'Trade In' deal? try selecting another phone or plan to see if the code then works.
7. Vouchers only work on handset and SIMO, they will not work on other products such as tablets and watches etc.
8. Try using an alternative internet browser to access ee.co.uk like Firefox.

Thanks.

Chris

Re: Friends and family discount not working for upgrade

bubblebobs — Mon, 10 Oct 2022 11:36:44 GMT

Item 4 was the one that sorted it for me in the end

Re: Friends and family discount not working for upgrade

Leanne_T — Mon, 10 Oct 2022 12:04:32 GMT

Thanks for letting us know @bubblebobs

Leanne.

Re: Friends and family discount not working for upgrade

RM56 — Fri, 25 Nov 2022 21:22:35 GMT

Hi,

I am getting the same issue and have tried all of the above on an upgrade plan, still not working.

Please advise further.

Thanks.

Re: Friends and family discount not working for upgrade

Leanne_T — Sat, 26 Nov 2022 07:57:46 GMT

Hi @RM56

Are you out of contract?

Leanne.

Re: Friends and family discount not working for upgrade

RM56 — Sat, 26 Nov 2022 09:09:22 GMT

Hi Leanne,

Correct, I am.

Thanks

Re: Friends and family discount not working for upgrade

Leanne_T — Sat, 26 Nov 2022 09:13:21 GMT

Thanks @RM56

Could you try all of these steps, paying close attention to step 4 please? I've had feedback from a user that that one definitely helped.

1. Make sure you're accepting 'all cookies' if prompted when using ee.co.uk otherwise the voucher codes will fail.
2. Delete cache and cookies from your browser.
3. Try typing the voucher code, rather than using copy/paste.
4. If you've previously entered the voucher and clicked 'Back' on the browser, the next time you enter the voucher again it fails. If you enter a random word in the voucher field/box, delete it and then try adding the voucher code again it should work.
5. Make sure you have not selected a 'Good as New' deal, these are not eligible.
6. Have you selected a special deal, such as a 'Trade In' deal? try selecting another phone or plan to see if the code then works.
7. Vouchers only work on handset and SIM only plan, they will not work on other products such as tablets and watches etc.
8. Try using an alternative internet browser to access ee.co.uk like Firefox.

Thanks.

Leanne.

Re: Friends and family discount not working for upgrade

RM56 — Sat, 26 Nov 2022 09:13:24 GMT

Hi Jon,

I am also getting the same issue and have tried all of the options advised (different browser, accept all cookies, clear cache, etc).

Thanks

Re: Friends and family discount not working for upgrade

RM56 — Sat, 26 Nov 2022 09:18:31 GMT

Hi Leanne,

Yeah I have tried all of these steps, the issue is it won’t even let me put it in the first place to allow step 4 to happen.

if I go through and do all of it as a new customer it works, seems to be an issue with the upgrade form.

There isn’t a step to add a gift voucher in the upgrade form like there is with new customer and the promo code option already there doesn’t seem to be working in the same way.

Thanks

Re: Friends and family discount not working for upgrade

Leanne_T — Sat, 26 Nov 2022 09:21:42 GMT

Thanks @RM56

Is the plan already discounted or on offer?

Do you have the option on the first page when you select the phone and plan under the extras page? This should show as 'Got a gift voucher'

Leanne.

Re: Friends and family discount not working for upgrade

RM56 — Sat, 26 Nov 2022 09:31:01 GMT

Hi Leanne,

I have tried it on both sim only plans with and without offers. Again a day new customer, it works on the one with a Black Friday offer - so that isn’t the issue.

As I mentioned, the ‘got a gift voucher’ isn’t there - it is on new customer, but not upgrade. I have looked around the forum and seen the same issue posted a number of times, looks to me like someone needs to update the system to allow this step.

Re: Friends and family discount not working for upgrade

Leanne_T — Sat, 26 Nov 2022 09:34:44 GMT

Thanks @RM56

Can you text UP to 150 and let me know the reply?

Leanne.