topic Upgraded to the full works with 3 inclusive extras in Offers & Add-ons

Upgraded to the full works with 3 inclusive extras

Amftron — Tue, 17 Sep 2024 18:32:03 GMT

And I can only choose one.

When I upgraded over the phone I was told I could choose 3 extras, so I went with Apple Music, Netflix and Gamepass.

Just got the texts about my new plan and all I have is Google One AI.

I only upgraded because I wanted the extras, now I feel like I'm going to just cancel the whole thing and go elsewhere.

Re: Upgraded to the full works with 3 inclusive extras

Northerner — Tue, 17 Sep 2024 18:54:50 GMT

Hi @Amftron

You get one you can swap each monthly if you want.

You have 14 days to cancel and you would need to speak to EE CS.

Thanks

Re: Upgraded to the full works with 3 inclusive extras

Amftron — Tue, 17 Sep 2024 19:15:07 GMT

The offer was for 3 inclusive extras, regardless of the fact you have since changed the plan. When I placed my upgrade order it was for the old plan.

Re: Upgraded to the full works with 3 inclusive extras

Chris_B — Tue, 17 Sep 2024 22:46:16 GMT

@Amftron When did you place this order ? As the new plans came in to effect around 2 weeks ago.

Re: Upgraded to the full works with 3 inclusive extras

Amftron — Wed, 18 Sep 2024 10:28:26 GMT

September 28th.

I have the email confirmation of my order showing the 3 inclusive extras on the full works package.

Going to have to spend the afternoon on hold with customer service I guess. If they refuse to honour it then I'll be saying goodbye to my shiny new pixel fold.

Re: Upgraded to the full works with 3 inclusive extras

Peter_W — Wed, 18 Sep 2024 12:47:50 GMT

Good afternoon @Amftron.

Welcome to the EE Community 😊

Our new plans with the change in inclusive extras came into effect on the 29th of August, so you were on the very last day of the previous plans when you placed your order.

Please let us know how you get on with our customer care team, as if this is what you agreed to when you upgraded I can totally understand you'll want the correct plan.

Peter

Re: Upgraded to the full works with 3 inclusive extras

Amftron — Thu, 19 Sep 2024 11:04:21 GMT

Called customer service today, the case has been sent to a manager. I assume I'm just waiting for a call/email/text to let me know the outcome.

Re: Upgraded to the full works with 3 inclusive extras

Peter_W — Thu, 19 Sep 2024 11:06:04 GMT

Thanks for the update @Amftron.

Please keep us posted on how things go!

Peter

Re: Upgraded to the full works with 3 inclusive extras

Amftron — Wed, 25 Sep 2024 15:25:20 GMT

Chased this up yesterday, still awaiting review. I am now currently past the trade in cut off for sending my old phone back, and a week away from being able to return the new device.

Re: Upgraded to the full works with 3 inclusive extras

Amftron — Fri, 04 Oct 2024 18:21:48 GMT

Finally got an update, the deal is not being honoured.

Cancelled my upgrade and returning the phone, probably could have argued it further but honestly couldn't care anymore.

The person I spoke to today was brilliant about everything though, so I guess that's a positive.

Re: Upgraded to the full works with 3 inclusive extras

Lesley_W — Sat, 05 Oct 2024 08:14:54 GMT

Thanks for popping back with an update @Amftron

I'm sorry you didn't get the resolution you were looking for. Closed complaints can be reopened within 28 days if you change your mind and did want to discuss it further.

Lesley