topic Re: Phone swap in Apple Devices

Phone swap

Shaun6515 — Thu, 01 Oct 2026 16:56:32 GMT

Hello there, This is my first time posting but I will keep it short. Been with EE for 11 years including 5 mobile phones in my account (4 kids) and I feel a bit annoyed. Had a text saying swap your iPhone 17 pro for the 18 pro. My 17 has been in a case and screen protector since boxed and was offered £512 for it. At the time the salesman googled the price (as did I) and the valuation just covered my £512 owed on it. Spoke to a manger and said I wasn’t happy with the valuation and would like my old phone back to be offered £50 gogw and there’s no way I can have my old phone back??

Re: Phone swap

Northerner — Thu, 01 Oct 2026 18:10:29 GMT

Hi @Shaun6515

So you were offered £512 in store but don't want to accept his. Did someone send your phone off for a valuation.

Thanks

Re: Phone swap

Shaun6515 — Thu, 01 Oct 2026 18:13:01 GMT

Hi there, it was done all over the phone and then they sent me a prepaid box to send it off. I owed £512 on my 17 pro and that’s the exact amount they evaluated it at.

Sent from Yahoo Mail for iPhone

Re: Phone swap

Rach_H — Fri, 02 Oct 2026 09:49:16 GMT

Hi @Shaun6515,

Welcome to the Community!

I'm sorry to hear you were unhappy with your valuation. Did the team advise they wouldn't be able to return your phone once it was sent for valuation?

Rach

Re: Phone swap

garybs29 — Fri, 02 Oct 2026 10:14:58 GMT

You agreed to an early phone swap under the t&c's by the sound of it so ultimately an extra 50 GOGW is a good result by the looks of it - Upgrade Before Your Contract Ends | Early Phone Swap | EE

Re: Phone swap

Shaun6515 — Fri, 02 Oct 2026 10:24:01 GMT

Hi,Not once did anyone state there was zero returns.

Sent from Yahoo Mail for iPhone

Re: Phone swap

Rach_H — Fri, 02 Oct 2026 11:24:39 GMT

If this wasn't made clear then it may be worth reaching out and making a complaint @Shaun6515, as this is an important factor in your decision.

Rach