topic Re: I don't have the model of phone in my account in Archived Posts

I don't have the model of phone in my account

elbowloh — Tue, 30 Nov 2021 10:03:09 GMT

Hi, for some reason my account shows I have an iPhone SE. Thing is 1) I have never had an iPhone and b) the phone I did get with my contract was a Pixel 4 ( which was then lost and now using a pixel 3a).

Can I change this?

This is an issue when upgrading and I do a phone swap as I don't have the phone that ee thinks I have.

Re: I don't have the model of phone in my account

XRaySpeX — Tue, 30 Nov 2021 10:15:02 GMT

@elbowloh : The device shown is only cosmetic & does not affect your use of your device. It will change eventually after you connect using your MyEE app from the device.

Re: I don't have the model of phone in my account

elbowloh — Tue, 30 Nov 2021 10:28:31 GMT

Like is said it's an issue if I want to upgrade and phone swap as I'm not returning the phone ee think I am returning. Also, I've had this pixel for over a year and it hasn't updated even though I've used myee regularly

Re: I don't have the model of phone in my account

James_B — Tue, 30 Nov 2021 11:38:05 GMT

Hi @elbowloh,

I'm sorry to hear the handset image in My EE hasn't updated successfully. This won't affect your upgrade options.

James

Re: I don't have the model of phone in my account

elbowloh — Tue, 30 Nov 2021 11:48:33 GMT

So I won't get an additional charge if I return a pixel 3a worth an estimated £40 instead of an iPhone SE with an estimated £125?

Re: I don't have the model of phone in my account

James_B — Tue, 30 Nov 2021 12:32:12 GMT

Hi @elbowloh,

Would you be using an upgrade anytime benefit or EE trade in?

James

Re: I don't have the model of phone in my account

elbowloh — Tue, 30 Nov 2021 13:03:28 GMT

Upgrade anytime with phone swap. I have some cracks in the screen also. It says if my phone is more seriously damaged, then I could be liable for an additional fee. So I'm questioning whether I'll get charged a fee if I don't return the phone that is expected!

Re: I don't have the model of phone in my account

James_B — Tue, 30 Nov 2021 13:31:51 GMT

Hi @elbowloh,

With Upgrade Anytime, you'd need to return the phone that came with your current contract (The Pixel 4), you can't return a different phone.

James

Re: I don't have the model of phone in my account

XRaySpeX — Tue, 30 Nov 2021 13:48:11 GMT

The phone model displayed by MyEE isn't the model that EE originally supplied you under your contract & which it would expect you to return for Upgrade Anytime.

Re: I don't have the model of phone in my account

elbowloh — Tue, 30 Nov 2021 14:07:24 GMT

I lost that phone over a year ago! When I go through the order process it says I have an iPhone SE (which I have never owned) and is expecting me to return that?

Re: I don't have the model of phone in my account

James_B — Tue, 30 Nov 2021 14:15:29 GMT

Hi @elbowloh,

Despite the incorrect handset image showing in My EE, if you used your Upgrade Anytime benefit and didn't return the original phone (Pixel 4), you'd need to pay the extra charges mentioned in How can I Upgrade Anytime?

James

Re: I don't have the model of phone in my account

elbowloh — Tue, 30 Nov 2021 14:30:27 GMT

I know i sound like a broken record, but it's not just an image!

I am making the order right now and the text says the phone I am returning is an iPhone SE.

Re: I don't have the model of phone in my account

James_B — Tue, 30 Nov 2021 14:30:44 GMT

Hi @elbowloh,

I apologise for the incorrect information showing in My EE. Our Customer Care Team will be happy to check why this has happened if you get in touch.

Unfortunately, it won't be possible to Upgrade Anytime without a fee, if you no longer have the original phone.

James