topic Re: iPhone Duo - Upgrade Anytime in Apple Devices

iPhone Duo - Upgrade Anytime

CallyH — Fri, 16 Oct 2026 16:43:23 GMT

Hi,

Has anyone had any issues with upgrading this year? I have a 24 month contract for my iPhone 17 Pro Max, I upgraded today to the iPhone Duo, followed the steps to place the order, trade in and upgrade, and got the confirmation email. However, because I have to hand my phone back, due to upgrading early, the trade in option is blank on my order and despite getting an XKO order number, the EE guide states there’s an error with my order.

My email came in at 13:03, I ordered early so I don’t have delays and my email states I’ll get this on launch day. My concern is, EE guides are stating I should cancel and re-order, but this will now be a date as early as next month or NEXT YEAR?!?

Has anyone else ever had the

We need to confirm some details.
We'll call you within the next 48 hours to discuss your order.

and have you still received your orders without cancelling?

Re: iPhone Duo - Upgrade Anytime

donkey172 — Fri, 16 Oct 2026 17:50:23 GMT

I had this- luckily I started calling at 12:55- in the time I got to speak to someone I’d placed the order. So basically we have Flex Pay Plans now- means we have 1 contract which pays for the phone interest free, and another contact for air time. If you took a 24 month contact you can upgrade for free after 12 months the same as we did with upgrade anytime. My order also showed they needed more information, but when I got through on the phone they said all was ok and confirmed my order 🙂

Re: iPhone Duo - Upgrade Anytime

CallyH — Fri, 16 Oct 2026 19:45:13 GMT

I hadn’t thought that this is technically two orders. I’m hoping they sort this for me. As when I called, they said that they couldn’t see my order and the live chat said they can see an “error”

Re: iPhone Duo - Upgrade Anytime

Viopon — Fri, 16 Oct 2026 20:03:24 GMT

Hi, yes, similar to you, only I got a message saying my order for the white iPhone duo 512Gb was pending, someone from EE will contact you within 48hrs, also my trade-in section was also empty. I decided to phone EE and was told the same as you, also the system was down that sorted out the exchange, and my order likely would be cancelled. She recommended to put through another order, so I did. The trade-in area would be upped later and I would get a text to say this had been done. Text was received, so I'm just waiting now to see when I am getting this new iPhone.

Re: iPhone Duo - Upgrade Anytime

NigelWebster — Fri, 16 Oct 2026 20:59:02 GMT

Heya with the iPhone Duo did you have to pay anything upfront as I’ve upgraded to the iPhone 18 pro max but wish I waited for the Duo thinking about changing the device

Re: iPhone Duo - Upgrade Anytime

CallyH — Fri, 16 Oct 2026 21:02:41 GMT

I didn’t need to pay anything, thankfully. I saw people had mentioned about a £500 payment

Re: iPhone Duo - Upgrade Anytime

JonStatt1 — Fri, 16 Oct 2026 23:37:02 GMT

If you have a flex plan then there is no upfront cost. But it will do a credit check, a hard one.

you can also do a subsidised contract. For this you will need a pay a £500+ upfront payment. However in this case you only have a soft credit check.

i also put my order in today, on the website. I got a confirmation email. However 45 minutes later I couldn’t see it. So I called up which took ages and was told all the web orders were failing and I either needed to do it in a store or over the phone . I thought I’m never going to get it on launch day now!

The first order I placed still won’t track. That one had letters and numbers as the order reference but the second order I placed on the phone only has numbers.

i can’t see launch day mentioned but I see this in the confirmation email.

Estimated bill date

20261023

which is launch day and if I track my order it says

Order dispatched on:
Date not found

Estimated arrival on:

Date not found

Status: Aeaiting dispatch

Good news, your order is coming soon

We'll let you know when your new iPhone Duo ESIM 512GB Star White is on its way. Got a question? Check out EE Help for up to date info

which is all a bit confusing!

Re: iPhone Duo - Upgrade Anytime

Liamest90 — Sat, 17 Oct 2026 06:27:00 GMT

Did you go onto flex pay or a normal plan when you upgraded to the duo?

Re: iPhone Duo - Upgrade Anytime

CallyH — Sat, 17 Oct 2026 07:07:49 GMT

It pushed me down the Flex Pay option

Re: iPhone Duo - Upgrade Anytime

Liamest90 — Sat, 17 Oct 2026 07:37:54 GMT

Ok yes flex pay you don’t pay anything that’s why

Re: iPhone Duo - Upgrade Anytime

JonStatt1 — Sat, 17 Oct 2026 08:05:26 GMT

Well overnight I received a text to a device agreement document but the link doesn’t work

and now order tracking says the order I placed by 150 is not found!

Are folks still able to track theirs?

Online I only saw flex pay opinions but perhaps the subsidised ones were hidden at the bottom. On the phone I was told about both.

Re: iPhone Duo - Upgrade Anytime

Viopon — Sat, 17 Oct 2026 08:20:46 GMT

A large number of EE customers had phones to return online orders didn’t go through and cancelled, without notifying anyone. After 1pm I ordered the Duo online then got a message saying order pending. I phoned immediately to EE and the girl said an error has occurred and I can’t see your order. She recommended to put the order though again, this time it worked and order was completed. She couldn’t process my phone exchange but I received a text in the evening saying the exchange was processed.

Re: iPhone Duo - Upgrade Anytime

Viopon — Sat, 17 Oct 2026 08:23:35 GMT

Please also note, order numbers in tracking won’t work until the phones are in stock as far as I know. Then further updated on the tracker area.

Re: iPhone Duo - Upgrade Anytime

Viopon — Sat, 17 Oct 2026 08:24:23 GMT

Phone EE to confirm they can see your order.

Re: iPhone Duo - Upgrade Anytime

JonStatt1 — Sat, 17 Oct 2026 08:26:50 GMT

My 150 placed order was tracking as I mentioned above but now I can’t see it anymore.

i just did an online chat and they say my order is still there but can’t tell me when I will receive it, saying it may be more than 28 days due to demand for the Duo

hmmm!!

Re: iPhone Duo - Upgrade Anytime

Viopon — Sat, 17 Oct 2026 11:33:50 GMT

With EE Flexpay no upfront costs, but with EE upgrade (without Flexpay) they're asking for an upfront cost, for the Apple Due 512Gb I think EE wanted £500+ upfront, so I opted to upgrade via Flexpay no upfront costs, and will send them back my present iPhone. Please note with Flexpay no option to upgrade anytime, especially after the 1st year. No option to upgrade early unless buying out of your phone contract.

Re: iPhone Duo - Upgrade Anytime

donkey172 — Sat, 17 Oct 2026 11:46:33 GMT

My issue is now that I placed the order online, phoned them a short while after and they confirmed the order is all good. This morning my tracking isn’t working so I phoned and they’ve told me the order hasn’t fulfilled and I’m not getting. EE are a shambles. Absolutely embarrassing company, I’m done with EE now. I won’t be getting the Duo as no UK stock until January from any retailer and EE have caused me to miss it. If they’d have said yesterday it wasn’t right I could’ve ordered in time, but they said it was fine. A whole household of contracts expires next September and that’s me leaving them.

Re: iPhone Duo - Upgrade Anytime

Viopon — Sat, 17 Oct 2026 12:32:25 GMT

The order number EE gives me never works straight after ordering, especially if the stock levels haven’t yet matched your order. This year iPhone launch was absolutely shocking and this issue occurred nationally within EE, due to the phone exchange system not working at the heavy ordering attempts commencing at and after 1pm 16th for the iPhone Duo.

1st mistake EE made: EE put millions of iPhone Duo orders in pending state due to the phone exchange system crashing.
2nd mistake EE made: EE ORDERS for the iPhone Duo were all cancellled and fell off the grid, as EE were unable to or unwilling to contact millions of customers to proceed pending state orders.

iPhone Duo Orders at Apple are now saying 2027.

Re: iPhone Duo - Upgrade Anytime

nizzy_dy1 — Sat, 17 Oct 2026 13:09:40 GMT

Interesting update.

My order is good, phew but I was told the following

I hope you understand that 23rd is the start of deliveries, that means the dispatch of the orders will start from 23rd, No one will get the delivery on 23rd, because that's the dispatch start date.

The dispatch will start from 23rd Oct around evening, Then it will be delivered on first come first serve basis on the same order the way the orders were placed, So I will not be able to give you any estimated time or date for delivery, You just have to wait for now as soon as the order is dispatched we will send you all tracking details over text.

Will that be okay for you?

Was hoping to get it for Friday, oh well lets see what happens Wed/Thurs this week

Re: iPhone Duo - Upgrade Anytime

CallyH — Sat, 17 Oct 2026 13:47:06 GMT

I got a text today at 12:11 today saying there was an issue with my order and to click the message us link to “get it back on track”. When I got to the chat, the guide said it was cancelled and would need a new order placed and I would not get it on launch and will be “within 28 days”. As the conversation progressed, that quote went to “more than 28 days”.

EE’s system had a fault, however, from my POV I was led to believe I ordered it fine, got my confirmation emails and xko number, to being told that I’m now at the back of the queue and we have to process this again. So I’ll be waiting until 2027 at this rate!

EE do not care about their customers, especially loyal ones. I’ve been a customer for 14+ years, and they’ve always messed me about. Time I move my phones, watch and broadband to another provider.

topic Re: iPhone Duo - Upgrade Anytime in Apple Devices

iPhone Duo - Upgrade Anytime

Re: iPhone Duo - Upgrade Anytime

Re: iPhone Duo - Upgrade Anytime

Re: iPhone Duo - Upgrade Anytime

Re: iPhone Duo - Upgrade Anytime

Re: iPhone Duo - Upgrade Anytime

Re: iPhone Duo - Upgrade Anytime

Order dispatched on:Date not found

Estimated arrival on:

Date not found

Re: iPhone Duo - Upgrade Anytime

Re: iPhone Duo - Upgrade Anytime

Re: iPhone Duo - Upgrade Anytime

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Re: iPhone Duo - Upgrade Anytime

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Re: iPhone Duo - Upgrade Anytime

Re: iPhone Duo - Upgrade Anytime

Order dispatched on:
Date not found