topic Re: Trying to upgrade, all discounts gone in Offers & Add-ons

Trying to upgrade, all discounts gone

elbowloh — Tue, 30 Dec 2025 08:46:14 GMT

Re: Trying to upgrade, all discounts gone

chistery — Tue, 30 Dec 2025 08:50:46 GMT

Probably worth a call to EE and discussing your options, as we can't see what discounts you had, and may be entitled to.

Let us know how you get on!

Re: Trying to upgrade, all discounts gone

elbowloh — Tue, 30 Dec 2025 08:51:41 GMT

I was trying to upgrade all day yesterday. Had the phone I wanted and plan I wanted in my basket, but couldn't finish the process as it kept asking for a PAC code even though I'm an EE customer already. I finally started a chat who asked what I wanted and then came back with a "deal" that was the wrong phone and the wrong plan and was £20 a month more than what i had in my basket. I said no and they kept badgering even though I asked them to stop messaging me. Now, I've gone back online to see what else there is on offer and they've done something to my account t where many handsets are no longer available to me. All the discounts I had have gone! Now every phone is £5-7 pounds month more that what was showing for me earlier in the day and the plans are about £10 a month more than they were. I feel like I'm being fleeced and EE are going to lose my custom after 20 years.

Re: Trying to upgrade, all discounts gone

elbowloh — Tue, 30 Dec 2025 08:53:15 GMT

Its after speaking to a Guide that the discounts disappeared!

Re: Trying to upgrade, all discounts gone

chistery — Tue, 30 Dec 2025 08:59:03 GMT

I've found before that when EE look at upgrades and you don't go ahead it seems to remove the ability to upgrade for a short time, no idea why. Like I did a SIM swap last week and now it says I'm not eligible to upgrade. You'll have to call EE and discuss your upgrade options.

Re: Trying to upgrade, all discounts gone

elbowloh — Tue, 30 Dec 2025 09:00:54 GMT

I can still upgrade, but everything is £15-20 a month more than it was yesterday.

Re: Trying to upgrade, all discounts gone

elbowloh — Tue, 30 Dec 2025 09:02:08 GMT

The whole point of using the app and the chat is that don't want to call them...

Re: Trying to upgrade, all discounts gone

Matt_124 — Tue, 30 Dec 2025 14:11:51 GMT

It is likely that you inadvertently tried to take out an additional line and not an Upgrade initially if it asked about a PAC, and upon checking eligibility for upgrades you were deemed as unsuitable for a Flex Pay (Device Finance) upgrade.

Are the plans that are showing all 24 month plans with a £4 annual price change by any chance? That would support the theory of being Flex Pay ineligible.

Are you also within the last 30 days of your minimum term for your current plan if you currently have a device on contract?

Re: Trying to upgrade, all discounts gone

elbowloh — Tue, 30 Dec 2025 14:21:38 GMT

No.

It was definitely an upgrade as I pressed the big "upgrade" button and the title of the page I ason was called "upgrades".

Flex pay was available for 36 months, but I don't want 36 months.

Loads of discounts were showing for me as a customer of 24 years and now they have all gone.

I'm going to leave EE now when he contract expires in a few weeks.

Re: Trying to upgrade, all discounts gone

Rach_H — Wed, 31 Dec 2025 08:24:38 GMT

Hi @elbowloh,

Welcome to the Community!

We want to get you the very best plan, so it does seem like the best way to get this sorted, and to look into why your account has changed so quickly, would be to give our team a call on this occassion, and they will be able to sort your online account moving forward.

Alternatively, if you'd prefer not to call, you can pop into one of our stores, and our team will be happy to help you there.

Rach

Re: Trying to upgrade, all discounts gone

elbowloh — Wed, 31 Dec 2025 10:56:43 GMT

Sorry Rach, but it's too late. I messaged one of the guides at the store and it was him him who tried to sell me the wrong phone, the wrong plan and all for £20 a month more than what I wanted. It was after I spoke to the guide at the store that all my discounts disappeared.

Re: Trying to upgrade, all discounts gone

Rach_H — Wed, 31 Dec 2025 11:03:05 GMT

I can understand your concern @elbowloh, but our chat service doesn't connect you to the guides in our stores and if you did go in store you'd be able to see the phone in person before leaving.

If you call the team they will send you the details to check before anything is confirmed, to ensure you get the phone and plan you're looking for.

It does sound like there was a mistake made when you spoke with us over chat, and I'd like to get this rectified, but you will need to speak with someone for this to happen.

Rach

Re: Trying to upgrade, all discounts gone

elbowloh — Wed, 31 Dec 2025 12:07:10 GMT

Well that is weird, because when I joined the chat, it gave me the guides name and I'm pretty sure it said they hat they were from the Richmond store.

Sorry Rach, but I don't want to call anyone, I don't want to speak to anyone. I don't care about seeing the phone. I just wanted the phone and plan I wanted, for the price I wanted and do it online with no hassle.

I'm done and EE have lost a customer of 23 years.