topic returned device and now being ignored in Contracts & Billing

returned device and now being ignored

ayjayleaderz — Fri, 20 Feb 2026 18:39:11 GMT

hi, ive been on to many different customer agents on the phone and on chat and all give conflicting information. I am due a new device after I returned my device over a week ago after starting a new contract plan with EE. I didn't like the device the performance was no where near what was advertised and was told id get a new device sent out after my old one was received. again and again I start off being told yes im eligible for a phone to be sent out or an upgrade so to speak and then after organising it all the phone choice and contract details the personal details verification etc etc I get told im not due an 'upgrade because my account is under 6 months old. I sent my old device back under guarantee id get a new one sent out the SAME day received and its over a week later and no nearer to getting this done and not given any effort or consideration for helping me sort this.

Re: returned device and now being ignored

Chris_B — Sat, 21 Feb 2026 08:05:46 GMT

@ayjayleaderz EE don’t just send out phones because you returned one within the cooling of period. You have to order a new one.
It’s not an upgrade so don’t use that term.

Re: returned device and now being ignored

bristolian — Sat, 21 Feb 2026 10:30:42 GMT

An upgrade is generally taken to mean getting a new phone on your existing number, with no requirement to return your existing one. What you're doing is using the 14day statutory cancellation period to return an order and place a new order in its place. That requires the existing order to be returned and your account updated.

That process does normally take a few days..