topic Re: Upgrade and Trade-in is a joke... in Gaming

Upgrade and Trade-in is a joke...

LJ252 — Sat, 11 Jul 2026 19:03:54 GMT

7 times today I have been on the phone to an EE guide, the 1st call was going great until magically the line cut out as I was about to proceed with an upgrade and trade-in, never got a call back or nothing. I opened multiple chats and made many calls. 2nd one said they were out of stock yet there was a bundle available, another told me they don't do it anymore, and I can't proceed to say how bad it's been. You don't offer a loyal, always on time, EE One customer an upgrade then demand money or just cut them off or pretend you can't hear them or put yourself on mute. I want a PlayStation 5 Pro and I want to upgrade and trade-in my PlayStation 5 Slim, can someone help me understand how it's so hard to listen or read?

Re: Upgrade and Trade-in is a joke...

Northerner — Sat, 11 Jul 2026 21:25:41 GMT

Hi @LJ252

There is no account access on these forums.

You can complain here: https://ee.co.uk/help/contact-ee/complaint

Alternatively cal EE CS again tomorrow.

Thanks

Re: Upgrade and Trade-in is a joke...

LJ252 — Sun, 12 Jul 2026 21:04:56 GMT

I have filed a complaint, you don't offer an Upgrade and Trade-in if you don't go through with it. All I wanted was to order my PlayStation 5 Pro, wait for that to be delivered then send my PlayStation 5 Slim back. I was happy with everything else, but that's clearly too much for them too understand. I just didn't want to be without a games console for nearly 2 weeks during the Trade-In period.

Re: Upgrade and Trade-in is a joke...

Alex_H — Mon, 13 Jul 2026 07:37:35 GMT

Hi @LJ252,

Welcome to the EE Community

We only have one Playstation Pro bundle in stock at the moment, the other PS5 pro bundles we offer are out of stock at the moment and cannot be placed on back order.

With the enhanced trade in, the way it works is once you buy a PS5 Pro from us we will email you a code within 14 days to use on the trade in website to trade in your current console and get an enhanced trade in amount.

So you would not need to be without a console doing the trade in, you would buy the console and wait for the code and once you have it set up the trade in for your current console.

Alex