topic Re: Upgrade in Contracts & Billing

Upgrade

AJJ-73 — Fri, 30 Sep 2022 11:48:23 GMT

So i rang EE this morning to upgrade my daughters phone to a SIM only package as she is coming out of contract they guy has stupidly upgraded my phone and NOT the phone i spoke to him about arrrrrr now on hold with so many different areas as they all say not our department to do changes! SO ANNOYING

Re: Upgrade

Schockwave — Fri, 30 Sep 2022 12:22:26 GMT

Hello. @AJJ-73 ,

Welcome to the community,

Did you speak to the mobile team? Did you speak once again to upgrades team?

You may need to cancel the upgrade and once your phone is back to what it was before, then you should be able to sort your daughter’s out. Sorry you have had this problem. Unfortunately due to the new Apple products, customer service is very busy, so may be worth hanging up and trying again or even at another time.

Re: Upgrade

AJJ-73 — Fri, 30 Sep 2022 12:26:03 GMT

Hi @Schockwave Yes i rang the upgrade team back straight away and surprise surprise they can't change it back i have to go to a different department they gave me a new number with i am now trying and still on hold 56 mins later - so annoying

Re: Upgrade

Leanne_T — Fri, 30 Sep 2022 12:57:02 GMT

Hi @AJJ-73

I am sorry to hear this has happened.

Let us know how you get on, once you have spoken to the correct team.

Leanne 🙂

Re: Upgrade

AJJ-73 — Fri, 30 Sep 2022 13:02:43 GMT

Hi Leanne

After an hour on hold i have spoken to a lovely lady who tells me she requested for it to be reverted back to before - fingers crossed as i had certain loyalty discounts applied so hoping it does revert back to how it was before the guy made the mess!

Re: Upgrade

Leanne_T — Fri, 30 Sep 2022 13:07:58 GMT

Thanks for the update @AJJ-73

Once this has been reverted, you can check the plan and discounts in your My EE account.

Leanne.

Re: Upgrade

AJJ-73 — Fri, 30 Sep 2022 13:13:38 GMT

Thank you just not holding my breath it goes back to how was ..... but lets see 🙂

Re: Upgrade

Leanne_T — Fri, 30 Sep 2022 13:42:03 GMT

Keep us updated with how you get on @AJJ-73

Leanne 🙂

Re: Upgrade

AJJ-73 — Wed, 05 Oct 2022 13:18:00 GMT

Hi Leanne

I have had a messaged to say it has been reverted I have just logged onto my account and i cannot see if it is correct are you able to help?

Re: Upgrade

Schockwave — Wed, 05 Oct 2022 13:25:04 GMT

@AJJ-73 , unfortunately there is no account access here, you would have to speak to customer service, if you have any concerns.

Re: Upgrade

Leanne_T — Wed, 05 Oct 2022 13:25:06 GMT

Hi @AJJ-73

If you log into your My EE app > Mobile Plan, and Add-ons, will show any discounts and you can check your plan details.

Leanne 🙂