topic Re: Wanting to change upgrade phone. in Contracts & Billing

Wanting to change upgrade phone.

Noranjo1 — Fri, 14 Nov 2025 15:53:29 GMT

Hey,

I've recently upgrading through retentions, was given a great deal and the phone i thought i wanted . After receiving it and using for a day, a few issues have arisen which are niggling me. For example:

- Weird audio pop before starts in some apps

- Slower then previous phone charging capabilities

- Quite heavy in hand.

I know i have my 14 days, my question is what happens to my Retentions deal? Does it get revoked and set back to previous one? Am I able to swap the phone and keep plan relatively easily?

If im honest I was looking at leaving and retentions won me around, if the process to change is somewhat difficult I will probably just return and cancel my contract. Anyone had a similar experience?

Thanks.

Re: Wanting to change upgrade phone.

Matt_124 — Fri, 14 Nov 2025 16:08:08 GMT

Hi @Noranjo1

Plans are specific to the Handset chosen unfortunately, so your deal would have to be unwound to the previous upon the return being received by EE and then a new order placed for the handset that you want.

Re: Wanting to change upgrade phone.

Noranjo1 — Fri, 14 Nov 2025 16:12:31 GMT

Ok , as I expected. Appreciate the information. Think I might send it back and move on.