topic Re: 30% Friends and Family Discount Not Working in Offers & Add-ons

30% Friends and Family Discount Not Working

sarahmair100 — Tue, 03 Jan 2023 21:06:59 GMT

Hi EE Community - any advice on why the friends and family 30% discount code obtained via Employee Options says 'code invalid' when applied in the promo code box in checkout. This is for an upgrade to existing EE plan. Plan selected is not already discounted. I've tried 150 EE Customer Team but they are unable to help and directed me to the chat function online. Couldn't see a chat option but did go to an instant message box in the help area of the My EE site - that says a message box should pop up within a few moments to chat with one of the team but nothing appears even when I refresh. Thanks Sarah

Re: 30% Friends and Family Discount Not Working

James_B — Wed, 04 Jan 2023 08:51:30 GMT

Hi @sarahmair100,

Welcome to the EE Community. 🙂

Could you try clearing your web browser's cookies and cache and let me know if you see the same error?

Thanks

James

Re: 30% Friends and Family Discount Not Working

sarahmair100 — Wed, 04 Jan 2023 15:48:34 GMT

Hi James thanks for the reply, unfortunately this error still happens.

Re: 30% Friends and Family Discount Not Working

Jon_K — Wed, 04 Jan 2023 16:42:25 GMT

Hi @sarahmair100.

Have you copied and pasted the code from the text message?

You should be able to complete the upgrade over the phone and give the code to the advisor if you keep having trouble.

Jon

Re: 30% Friends and Family Discount Not Working

ryanwatty — Wed, 04 Jan 2023 18:00:31 GMT

Hi Jon,

I have the same issue. Trying to upgrade to the 12 months Full Works Sim £45p/m, but my 30% F&F discount isn’t working, even after having followed the advice you’ve provided above. I’ve also just got off the phone with an advisor too and they couldn’t proceed the upgrade with the discount, as you can only use it online. I’m getting rather frustrated.

Thanks, Ryan

Re: 30% Friends and Family Discount Not Working

Jon_K — Wed, 04 Jan 2023 18:34:15 GMT

Hi @ryanwatty.

You should be able to use this over the phone, that's what I advise my own friends and family if they can't use the code online and they're able to use it.

Can you try another browser?

Jon

Re: 30% Friends and Family Discount Not Working

ryanwatty — Wed, 04 Jan 2023 21:37:54 GMT

Hi Jon,

That wasn’t the case with the advisor I spoke to. Maybe I’ll have better luck with another advisor.

The online chat team haven’t responded in two and a hours either

I've used two different browsers: Safari and Microsoft Edge

Re: 30% Friends and Family Discount Not Working

Christopher_G — Thu, 05 Jan 2023 08:31:14 GMT

Have you tried calling us, @ryanwatty?

Even if they can't process the order for you, they'll be able to try and help you process it online.

Chris

Re: 30% Friends and Family Discount Not Working

ryanwatty — Thu, 05 Jan 2023 09:56:45 GMT

Hi Christopher,

i rang yesterday, and they were no help whatsoever, just directed me here and to the online chat team

Re: 30% Friends and Family Discount Not Working

Christopher_G — Thu, 05 Jan 2023 10:42:46 GMT

Could you try all of these steps please, @ryanwatty?

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

Step 4 worked for someone that I spoke to recently, but the others are just as important.

Chris

Re: 30% Friends and Family Discount Not Working

sarahmair100 — Thu, 05 Jan 2023 16:37:07 GMT

Really appreciate the help above Chris and responding on the back of Ryan's issue too - afraid none of these steps work and I'm just going around in circles. Cleared cache, tried different browser etc The 150 customer team cannot process my upgrade over the phone using the friends and family discount code and ask me to process my order online, using online support for help with any difficulties. However, there's no response to the online chat and the help option suggests contacting the EE Community - so here I am again 🙂 ! This is really frustrating as I've been trying for 4 days now, wondering if there's a specific customer team I could escalate this problem to?

Re: 30% Friends and Family Discount Not Working

James_B — Thu, 05 Jan 2023 17:19:46 GMT

Hi @sarahmair100,

Was the code generated before the new year? If it was, you'll need to generate a new code as they reset in January.

James

Re: 30% Friends and Family Discount Not Working

ryanwatty — Thu, 05 Jan 2023 18:25:23 GMT

Hi Sarah,

I managed to resolve the issue to some extent by speaking to the online support team in the My EE App; they added the discount manually. From the looks of things, however. I haven’t got the sim plan at the full discounted price, despite the advisor assuring me otherwise.

Hope this helps to a certain extent