topic Re: Black Friday Air pods Contract promotion - Not received in Contracts & Billing

Black Friday Air pods Contract promotion - Not received

NigelTu — Tue, 23 Dec 2025 15:36:07 GMT

We renewed our BB contract in November after hunting around and took advantage of the Air pods for £1 promotion. Nearly a month later we have no details nor received the Air Pods. Today we rang EE and after hanging on for ages and the customer care person “checking with their manager” told us we needed to do our order again (told this happens a lot!) This was done and yet another router and booster units would be sent out, despite having been send them on a month ago. We were then told they would raise another order for the Air pods and get a mail confirmation, nothing has turned up. This smacks of a bit of a naughty promotion - nothing done with either the original order nor the new one.

Has anyone else had issues or received the Air pods?

Re: Black Friday Air pods Contract promotion - Not received

Alex_H — Tue, 23 Dec 2025 18:20:55 GMT

Hi @NigelTu,

Thanks for visiting the EE Community

Checking on the details of this offer, which was for recontracting broadband to certain packages between 12/11 and 1/12, you should have received a code 15-30 days to your e-mail address which you then redeem by logging into the EEID your broadband is linked with and applying the code at checkout. The code can be redeemed up until 31/1/2026.

Depending on when you actually signed up in Nov, has 30 days passed? If it has been 30 days and no code has been received, the correct process is for one of our guides to send a webform to our internal team to resolve and get your code sorted.

We don't have access to your account via these forums to be able to check, but I would only think doing a new order would be required if your original order had not gone through at all and then the Airpods order needed doing manually.

I would recommend getting back in touch to get some clarification as if the original order had gone through ok, it should be a case of sending the webform for help getting your Airpods code. If the original order had not gone through that may be why they needed to re-do it on your recent call.

Alex

Re: Black Friday Air pods Contract promotion - Not received

NigelTu — Tue, 23 Dec 2025 19:07:36 GMT

Thanks for the reply.

The order was placed on the 22nd November so looks like for some reason the AirPod promotion was not added to the order, checking the order details there has been no mention of the AirPods and that’s exactly the same with the order placed today. One thing that’s odd is that we have had to place another order as of today’s date, so our contact date starts again! Had we not chased no doubt we would have missed out on the promotion which still may be the case as you say the code has to be redeemed by the 31st Jan 26.

These promotions need better communication, I have raised a complaint as although the BB order has come through and a nice reminder to return the kit we only got 4 weeks ago, we still have no conformation re the AirPods.

Thanks

Re: Black Friday Air pods Contract promotion - Not received

Alex_H — Wed, 24 Dec 2025 11:52:33 GMT

@NigelTu Thanks for the update, I am sorry you have had this experience with your order. Did you raise the complaint on our online webform? That does go to our executive team who will investigate to help resolve this for you.

Alex

Re: Black Friday Air pods Contract promotion - Not received

NigelTu — Wed, 24 Dec 2025 14:36:04 GMT

Thanks yes I did.

Re: Black Friday Air pods Contract promotion - Not received

NigelTu — Wed, 31 Dec 2025 09:01:01 GMT

Still no response or code to get the AirPods. Today get an auto text saying as no contact for 7 days my complaint closed! I logged on line, spoke to someone who said was placing order. Total shambles and MISS SELLING!

Re: Black Friday Air pods Contract promotion - Not received

NigelTu — Wed, 31 Dec 2025 09:20:31 GMT

Why does the web complaint form not accept account numbers, my account starts GB with 8 digits, put in using all possible configuration with spaces yet won’t accept unless I put another digit on the end!

The web complaint form says acceptance but NO confirmation of a complaint number.

All great - not - when my orginal complaint re miss selling on AirPod promo gets cancelled via an auto text this morning after no contact! Terrible customer service

Re: Black Friday Air pods Contract promotion - Not received

NigelTu — Wed, 31 Dec 2025 09:21:39 GMT

The web complaint form says acceptance but NO confirmation of a complaint number.

All great - not - when my orginal complaint re miss selling on AirPod promo gets cancelled via an auto text this morning after no contact! Terrible customer service

Re: Black Friday Air pods Contract promotion - Not received

NigelTu — Wed, 31 Dec 2025 09:32:16 GMT

Is there a reason why EE don’t provide any means of follow up on complaints? I have given up wasting time speaking to them, and raised 2 on line complaints re miss selling using the web form. All you get after raising is an auto email saying thanks for reporting, but no means to quoting a reference number of the complaint to chase/track as they don’t provide one! What makes EE special…….Terrible customer support

Re: Black Friday Air pods Contract promotion - Not received

NigelTu — Wed, 31 Dec 2025 10:45:29 GMT

Re: Black Friday Air pods Contract promotion - Not received

Peter_W — Wed, 31 Dec 2025 12:03:05 GMT

Good afternoon, @NigelTu.

I'm not aware of any issues with the complaint webform, and as far as I'm aware the account number field isn't mandatory.

Are you definitely selecting broadband as your option rather than mobile?

Also how was the complaint you have seen closed originally raised, and have you seen any attempted contact?

We can reopen any complaint within 28 days of closure, but we'd certainly not expect for you to hear nothing.

Peter

Re: Black Friday Air pods Contract promotion - Not received

NigelTu — Wed, 31 Dec 2025 14:29:49 GMT

Our account is GB xxxx xxxx when raising on the form and enter it prompts for a digit, the first time I used no spaces and put a 1 on the end to force an acceptance. Tried with spaces, no spaces, today I just did GB0000000 to raise. Is there a reason that when you raise a case you get no case number?

This all relates to the fact that today I had both an e mail and text saying that my case re the lack of code re the Air Pod promo for renewing our BB had been closed due to non contact! We have had no contact re our complaint, please read the chain on here. Today I rang and spoke to a helpful representative and tbh we are no further forward with this. He asked me to post details of the promo to assist any one dealing which I have done. So in brief back in Nov 22 looks like no one applied the promo to our order, chased yet another BB order had to be raised and the promo added manually, still no confirmation or anything saying included. Really poor and frustrating

Re: Black Friday Air pods Contract promotion - Not received

Peter_W — Wed, 31 Dec 2025 15:10:34 GMT

Thanks for explaining those details, @NigelTu.

I'm glad to hear that you managed to get back in touch to get this re-raised - I'll feed back at my end about the online webform, but this is the first report I've heard of this issue.

Please keep us posted on how you get on with this recent order.

If you aren't able to progress from there we can look into what other options could be available to help.

Peter

Re: Black Friday Air pods Contract promotion - Not received

NigelTu — Wed, 14 Jan 2026 22:03:13 GMT

Still no code or anything updating what’s happening. The promotion stated that must be submitted by 26th Jan.

Re: Black Friday Air pods Contract promotion - Not received

Christopher_G — Thu, 15 Jan 2026 10:09:53 GMT

Hi @NigelTu

I've sent you a private message to try and get you some help with this. Please have a look at your community inbox and get back to me.

Thanks
Chris

Re: Black Friday Air pods Contract promotion - Not received

NigelTu — Fri, 16 Jan 2026 21:24:55 GMT

I had yet another conversation direct with complaints today , I have been advised I should receive a code in 7 days. There was a mention of problems with the actioning of the promotion which of course we know…. Suggest raise a complaint like I did. You mention yours was linked to a Moblie, ours was with BB as per the screen shot I have posted. Good luck 🤞

Re: Black Friday Air pods Contract promotion - Not received

Michael_D — Sat, 17 Jan 2026 09:55:36 GMT

Thanks for the update @NigelTu.

I'm glad to hear that the complaints team are looking to get this resolved for you.

Please keep us posted with how it goes when you have received the code.

Michael

Re: Black Friday Air pods Contract promotion - Not received

NigelTu — Thu, 22 Jan 2026 10:31:35 GMT

Unfortunately despite conversation with complaints still no code as of today….