topic Re: Trade in pack on its way but I don’t have my new phone yet in Apple Devices

Trade in pack on its way but I don’t have my new phone yet

JCollingwood — Sat, 05 Nov 2022 16:03:34 GMT

Hi,

I ordered an iPhone 14 pro max a couple weeks ago and I’ve just received my trade in confirmation email saying the trade in pack is on its way. I have until the 19th November to send my current phone back to yourselves but I have no yet received my new phone! What happens if my new phone doesn’t arrive before then? It says on the email that I will not be eligible for the trade in discount on my new phone if I don’t send my current phone back before the 19th. Can somebody get back to me please as this is a whole load of stress.

Re: Trade in pack on its way but I don’t have my new phone yet

Darius1212 — Sat, 05 Nov 2022 16:09:07 GMT

Don’t worry. I’m in the same boat as you. Ordered on the 7th of October and still waiting for the 14 pro max. In regards to trade in my was saying to send it by 22nd but I have been in contact with customer service and they told me not to send it until the new device arrives and I will not be charge. Please be aware that envelope that they send is standard/second class so I would pay little extra and send it record d and insured delivery.

Re: Trade in pack on its way but I don’t have my new phone yet

JCollingwood — Sat, 05 Nov 2022 16:23:30 GMT

Thanks man, do you have the number or email for customer service just so I can do the same? Thanks again

Re: Trade in pack on its way but I don’t have my new phone yet

Leanne_T — Sat, 05 Nov 2022 16:39:27 GMT

Hi @JCollingwood

Thanks for coming here.

Please call us on 150 and the team will make sure this is extended for you until you have received the new phone.

Leanne.

Re: Trade in pack on its way but I don’t have my new phone yet

Darius1212 — Sat, 05 Nov 2022 17:01:15 GMT

As below, I called 150. They put a note on my account that the phone will not be send until I receive new one. All the best and I hope you get your new phone soon

Re: Trade in pack on its way but I don’t have my new phone yet

JCollingwood — Sat, 05 Nov 2022 17:01:40 GMT

Hi Leanne,

that number doesn’t seem to be recognised. It may be because im not with EE yet? This is my first phone with EE I am transferring over from 3. Is there another number I can ring?

Re: Trade in pack on its way but I don’t have my new phone yet

Darius1212 — Sat, 05 Nov 2022 17:03:20 GMT

Sorry just seen your second message about you not being with ee yet. Send a Facebook message or if you have ee app already you have option there once you log in.

Re: Trade in pack on its way but I don’t have my new phone yet

JCollingwood — Sat, 05 Nov 2022 17:11:27 GMT

Thanks for all your help Darius,,

is it just the generic EE Facebook page or is there a specific help page I’m looking for?

Re: Trade in pack on its way but I don’t have my new phone yet

Darius1212 — Sat, 05 Nov 2022 17:22:28 GMT

Yes just generic page. Send them private message and they normally respond within couple of hours or so.

Re: Trade in pack on its way but I don’t have my new phone yet

Leanne_T — Sat, 05 Nov 2022 17:48:13 GMT

Hi @JCollingwood

Sorry, you would need to call us on 0800 956 6000, and select option 1 for mobile.

Thanks 🙂

Leanne.

Re: Trade in pack on its way but I don’t have my new phone yet

JCollingwood — Mon, 07 Nov 2022 08:26:56 GMT

Hi Leanne,

having problems with this as when I press option 1 it asks for my mobile number. It says my number isn’t recognised. I don’t know if it’s because I’m transferring my current number over to my new phone? Is there a way around this? I’ve messaged the Facebook page but haven’t got a response. Are they off on Sundays?

Re: Trade in pack on its way but I don’t have my new phone yet

Leanne_T — Mon, 07 Nov 2022 08:37:04 GMT

Hi @JCollingwood

Thanks for coming back to me.

When you call this number, can you select 1 for mobile and then for new contracts option 4.

Leanne.

Re: Trade in pack on its way but I don’t have my new phone yet

JCollingwood — Mon, 07 Nov 2022 09:18:25 GMT

Leanne it doesn’t give me that option at all. Gives me option 1 for lost or stolen then option 2 for anything else and then it asks for my phone number. This is becoming a very stressful situation that isn’t my fault. Please could you investigate this for me?

Re: Trade in pack on its way but I don’t have my new phone yet

Leanne_T — Mon, 07 Nov 2022 09:21:04 GMT

Hi @JCollingwood

I've sent you a private message for some details.

Leanne.