topic Re: My Friends & Family discount has been removed in Offers & Add-ons

My Friends & Family discount has been removed

Kiesy — Fri, 13 Oct 2023 19:05:31 GMT

I pre-ordered the Pixel 8 Pro with the free Pixel Watch 2 on release day. My upgrade was shown as moving to the all rounder with my F&F discount of 30% applied to bring it down to £50.40 from £72 a month. I have an email confirming this.

I get my phone yesterday and swapped SIM etc. This morning I receive a text telling me that my F&F has expired????

I have to add, this F&F is from me working from T-Mobile circa 2007 when I left and my staff plan turned into a F&F. This was supposed to be for life. I originally got 50% discount which EE gradually reduced to 30%. How do I get this back?

Re: My Friends & Family discount has been removed

Shireenp92 — Fri, 13 Oct 2023 19:51:11 GMT

Same here! I’ve done a chat with EE and apparently their f&f changed 2 days ago and that it need to be added through the f&f team with a new code.

Re: My Friends & Family discount has been removed

Kiesy — Fri, 13 Oct 2023 20:10:37 GMT

Was that done through store or 150? I have to go to the store to get changed to an eSIM tomorrow anyway so could possibly kill two birds with one stone.

Re: My Friends & Family discount has been removed

Shireenp92 — Fri, 13 Oct 2023 20:20:43 GMT

Neither. Online apprently. This is the link I’ve been given from webchat. https://forms.office.com/pages/responsepage.aspx?id=iFbzpwCcXk26QSnxRjd6sFhESJCwoeRAtbq6IVFOToNUQkVKTkFPTzBIVzNZTk5LMjRNQlFRQlZLVCQlQCN0PWcu

Re: My Friends & Family discount has been removed

Kiesy — Fri, 13 Oct 2023 20:25:46 GMT

That seems to be for employees to give a F&F discount code to a new or upgraded line? It has a section asking for the discount code to be applied, which I don't have. I'll try in-store tomorrow and update on that adventure.

Re: My Friends & Family discount has been removed

Shireenp92 — Fri, 13 Oct 2023 20:35:37 GMT

I did think that! Please keep us updated as can’t really afford the extra £25 odd so might have to cancel. Seems cheaper to take out a new line as a new customer on EE!

Re: My Friends & Family discount has been removed

Ganatranil — Fri, 13 Oct 2023 20:58:16 GMT

I had the same and called up EE and was told everyones was removed for some reason but it wasnt meant to happen and she filled out some form to have it reapplied to my account

Re: My Friends & Family discount has been removed

ste2830 — Fri, 13 Oct 2023 21:30:25 GMT

From what I understand from a couple of people who have the discount when upgrading recently it's dropped off due to the system and they just re-add on.

Re: My Friends & Family discount has been removed

Kiesy — Sat, 14 Oct 2023 13:30:41 GMT

So, I went in store (as I wanted to change to an eSim anyway) and they advised me to F&F no longer applies to price pal s with handsets? I advised that I have confirmation of my new price plan, upgrade and discount confirmed via email. They asked me if the person who applied it still works for them and my response was "Er, no. I stopped working for T-Mobile in 2007." They asked how long I'd had an account with them and a bunch of other questions. Turns out there's different F&F discounts.

Mine is a 'Legacy F&F' discount and should not have been removed so they told me to call 150 and speak to billing.

I did that and was quite surprised that it wasn't an arduous task. The lady on the other hand me on hold for five minutes after I explained everything and then came back to me to say it had been re-applied.

I got a resolution!

Re: My Friends & Family discount has been removed

Mdyal — Sun, 15 Oct 2023 18:36:41 GMT

Please check my account I just upgraded to an IPhone 15 and my friend and family discount is not showing but it was all agreed when I ordered everything on the phone.

Re: My Friends & Family discount has been removed

Christopher_G — Mon, 16 Oct 2023 07:05:52 GMT

Hi @Mdyal

Welcome to the community.

I'm sorry to hear that. We don't have access to your account here in the community. I recommend speaking to our Mobile Care team so they can look into this for you.
Chris

Re: My Friends & Family discount has been removed

31Linda — Tue, 27 Feb 2024 13:25:39 GMT

This has just happened to me

Re: My Friends & Family discount has been removed

Katie_B — Tue, 27 Feb 2024 13:38:33 GMT

Hi @31Linda.

Thanks for coming here.

Please give us a call on 150 so our customer care team can take a look into this for you.

Katie

Re: My Friends & Family discount has been removed

Darcymay1209 — Wed, 13 Mar 2024 16:11:14 GMT

This has just happened to me as well.

Re: My Friends & Family discount has been removed

James_B — Wed, 13 Mar 2024 18:07:57 GMT

Our Customer Care Team will be happy to take a look at this if you get in touch on 150, @Darcymay1209

James

Re: My Friends & Family discount has been removed

Denbro03 — Wed, 03 Apr 2024 03:58:34 GMT

Hi all

how was this resolved? It has just happened to me also disappointing after it’s always a part of every upgrade conversation I have and it’s always confirmed before I ever upgrade

I have been a customer since 2008 so expect better

Re: My Friends & Family discount has been removed

Christopher_G — Wed, 03 Apr 2024 06:59:12 GMT

Hi @Denbro03

Did you upgrade over the phone, in-store or through the website? Have you spoken with our Mobile Care team to see if it can be re-added?

Chris

Re: My Friends & Family discount has been removed

Denbro03 — Wed, 03 Apr 2024 21:03:43 GMT

Hi

It was over the phone and it’s written in contract saying the discount is still there
I recieved a text to say it was removed though

Sent from my iPhone

Re: My Friends & Family discount has been removed

Christopher_G — Thu, 04 Apr 2024 07:04:38 GMT

OK, thanks @Denbro03

If you speak with our Mobile Care team, they'll be able to check to see if it can be re-added for you.
Chris

Re: My Friends & Family discount has been removed

Nadz7 — Mon, 20 May 2024 18:17:28 GMT

Just spoke with EE via phone regarding a billing query and then asked about my upgrade which is due end of year.

I was told if I wanted to apply my 30% discount this can only be applied online and I would need to provide a promotional code! I tried to explain to her that I have a lifetime discount since mid 2000's same as @Kiesy and have upgraded several times with all agents of upgrade team confirming it's a lifetime discount 'No Expiry'. To my shock the customer service agent in a condescending tone completly disregarded what I had said and regurgitated the same info that I need to provide a promotional code or the discount will not apply.

I was taken back by the poor level of customer service I received and that I might aswell have been talking to a brick wall!

I still have a few months till upgrade so hoping that it was just an inexperienced member of staff. Should I follow this up or wait until my upgrade is due? I still have my discount applied on current plan...