topic Re: Upgrade confusion in Contracts & Billing

Upgrade confusion

staceymo — Fri, 15 Jul 2022 12:30:03 GMT

Hi, I recently upgraded from a sim only deal to a new phone. New phone arrived, I put in my sim card and only got 4g. I then put in the sim card that came with the phone and got 5g but also a new number. turns out that I'd got the order pages mixed up and had ordered a new phone not an upgrade - I now had two accounts running. EE said no problem, cancel the order, send back the phone and they'll send me a new one as an upgrade. New one has arrived today, but I'm thinking, the old one now shows 5g and is all set up how I like it, can I return the new one instead of the old one? I've not opened the box so its still sealed, and I wouldnt have to go through all the rigmarole of setting up the phone again.

Re: Upgrade confusion

Chris_B — Fri, 15 Jul 2022 12:54:41 GMT

@staceymo No you have to return the original phone and setup the new phone you received. Don’t forget to remove the phone from your iCloud account before you factory reset it and send it back

Re: Upgrade confusion

staceymo — Fri, 15 Jul 2022 13:25:30 GMT

Is it a serial number thing? Doesn't make much sense otherwise

Re: Upgrade confusion

XRaySpeX — Fri, 15 Jul 2022 13:47:56 GMT

No, it's an upgrade thing. Cuz you upgraded your old SIM now has the new plan on it, incl. 5G.

The plan is on the SIMs not on the phones.

Re: Upgrade confusion

ange25 — Fri, 15 Jul 2022 14:54:11 GMT

Just put your old sim in your new phone, I've just upgraded and that's all I did.