topic Re: Online Upgrade - No Friends & Family Carry Over in Offers & Add-ons

Online Upgrade - No Friends & Family Carry Over

V8Hilux — Wed, 17 Jan 2024 23:36:15 GMT

I have just tried to do an upgrade to the new Galaxy S24+ but when progressing through it doesn't seem to be including my friends & family discount. This use to always be visible during the upgrade process previously. How do I get confirmation this is still going to be applied after the upgrade process?

Re: Online Upgrade - No Friends & Family Carry Over

Christopher_G — Thu, 18 Jan 2024 08:15:28 GMT

Hi @V8Hilux

Welcome to the community.

Which plan did you go for? Does your friend/family member still work for EE?

Chris

Re: Online Upgrade - No Friends & Family Carry Over

V8Hilux — Fri, 19 Jan 2024 16:03:05 GMT

Hi,

I tried the various 24month 25gb options and none seemed to carry it over, where as during previous upgrades it has.

I am not currently sure, though a friend who also has a code from the same person successfully upgraded last year with no issues.

Re: Online Upgrade - No Friends & Family Carry Over

Leanne_T — Fri, 19 Jan 2024 16:16:22 GMT

Hi @V8Hilux

It could be they no longer work for EE/BT and you would need a new code.

Leanne.

Re: Online Upgrade - No Friends & Family Carry Over

jrdnlake — Sat, 20 Jan 2024 00:12:43 GMT

Hey, having the same issue. How did you resolve in the end?

Re: Online Upgrade - No Friends & Family Carry Over

Katie_B — Sat, 20 Jan 2024 08:14:01 GMT

Hi @jrdnlake.

Are you aware if the employee still works for EE?

Katie

Re: Online Upgrade - No Friends & Family Carry Over

jrdnlake — Sat, 20 Jan 2024 08:18:02 GMT

Yes, I spoke to EE customer services about it being missing from my last bills on Thursday and I got a text message confirming it is back on my account yesterday. I can see it in the app but if I try and upgrade in the summary it doesn't have the discount amounts on it.

Re: Online Upgrade - No Friends & Family Carry Over

Katie_B — Sat, 20 Jan 2024 09:11:30 GMT

Thanks for confirming @jrdnlake.

Are you upgrading to a SIM Only or a handset contract?

Katie

Re: Online Upgrade - No Friends & Family Carry Over

jrdnlake — Sat, 20 Jan 2024 09:17:36 GMT

Handset

Re: Online Upgrade - No Friends & Family Carry Over

Katie_B — Sat, 20 Jan 2024 09:48:00 GMT

Hi @jrdnlake.

The Discount now entitles you to 50% off Sim Only EE pay monthly plans or Airtime Plans when you take an eligible Flex Pay plan from EE. The plan must have a minimum term of 12 months or more.

Is the plan you are taking a Flex Pay plan?

Katie

Re: Online Upgrade - No Friends & Family Carry Over

jrdnlake — Sat, 20 Jan 2024 10:12:39 GMT

This is an example of what I tried, also done in other ogiens.

Re: Online Upgrade - No Friends & Family Carry Over

Katie_B — Sat, 20 Jan 2024 10:20:56 GMT

Thanks for providing the screenshot @jrdnlake.

I'd recommend giving us a call so our upgrades team can ensure your discount will be carried over to your next plan.

Katie

Re: Online Upgrade - No Friends & Family Carry Over

V8Hilux — Sat, 20 Jan 2024 19:22:15 GMT

I've not resolved mine yet... I will give 150 a call and see about upgrading over the phone or in store. This has happened before when I upgraded to my s21+, the system they initially ran wouldn't show the friends and family discount, then a couple months later they changed to layout/system and boom it showed up.

Pretty sure it's either lazy programming by their devs or a ploy by EE as a whole to get as many discounts removed from people's accounts.

I have noticed the trade in offer now is just a discount on the bill for the handset and the Ts&Cs state that it's NOT valid with friends & family.🙄

Re: Online Upgrade - No Friends & Family Carry Over

V8Hilux — Sat, 20 Jan 2024 19:23:53 GMT

Pretty sure that is not the issue as I have family who used my annual discount codes when I worked for EE some years ago and they are still active following upgrades within the past 12 months.