topic Re: Friend's and Family in Contracts & Billing

Friend's and Family

Beany96 — Mon, 09 Oct 2023 14:58:55 GMT

Hi I upgraded to a iPhone 15 pro max and at time of purchase was told I’d keep friends and family, yet after sale agreed I get a text saying it’s finished. My question is was the woman I just spoke to on the phone telling me lies or is it true EE no longer allows friends and family on accounts as of as she said 4th October this year? I upgraded on the basis of 30% discount so I’m quite unhappy to say the least. Else phone will be sent back and I’m going elsewhere

Re: Friend's and Family

Christopher_G — Mon, 09 Oct 2023 17:44:38 GMT

Hi @Beany96

Welcome to the community.

There have been some changes to our Friends and Family discount recently. When and how did you order? Is it a flex pay plan that you chose?

Chris

Re: Friend's and Family

Beany96 — Mon, 09 Oct 2023 18:07:52 GMT

Just the standard 24 month all in plan, as for some reason not eligible for flex plan even though never missed one bill!

Re: Friend's and Family

Beany96 — Mon, 09 Oct 2023 18:08:14 GMT

I ordered online via live chat

Re: Friend's and Family

Katie_B — Tue, 10 Oct 2023 07:13:37 GMT

Thanks for getting back to us @Beany96.

When did you place your order?

Katie

Re: Friend's and Family

Shireenp92 — Fri, 13 Oct 2023 19:53:21 GMT

Hi, did you get this sorted or no? I’m in the same position.

Re: Friend's and Family

BobL-B — Fri, 13 Oct 2023 22:26:43 GMT

Nope, not so far, but working on it. I have been a Customer Service Director for a number of years, so in return I expect service

Re: Friend's and Family

nirave — Thu, 08 Feb 2024 10:28:17 GMT

Hi, was this ever resolved? I'm being told that Friends and Family is no longer valid on the my account despite having had it for 10+ years and upgrading to a sim only a free months ago where I was told it's still valid.

@Christopher_G can you confirm if EE Friends and Family has been changed, and if so, when? I need to verify as if it's no longer available on upgrades, I'll be looking to cancel my sim only as I only upgraded on the basis that I'd be able to upgrade later and keep my friends and family discount.

Can I also say that customer service has gone really downhill. I called up twice and had two very different set of answers - there was a time I liked EE support but now it's gone so downhill!

Re: Friend's and Family

Katie_B — Thu, 08 Feb 2024 10:52:40 GMT

Hello @nirave.

Welcome to the community.

You are not required to provide a new code when upgrading.

Could you please confirm what it is you are upgrading to? our Friends and Family discount has now changed.

The Discount entitles the friend or family member joining or upgrading on EE to 50% off Sim Only EE pay monthly plans or Airtime Plans when you take an eligible Flex Pay plan from EE. The plan must have a minimum term of 12 months or more.

Speak soon,

Katie

Re: Friend's and Family

Bestie10 — Wed, 09 Oct 2024 13:32:53 GMT

Hi,

I've had the same situation as this person where my friends and family has been removed despite when upgrading the price i was told included F&F.

Is there a way of adding this back on my account (with a new code if needs be) rather than me cancelling, sending the phone back to them re-order with the discount?

Thanks

Re: Friend's and Family

Ali_A — Wed, 09 Oct 2024 15:36:21 GMT

@Bestie10

It may be worth checking with Customer Service team that you are going to be billed the amount that was agreed, as the discount type may have changed while total remains the same.

However, as long as your upgrade is eligible for the discount, your Friend or Family member who provided the code can request for the discount to be applied without having to return/reorder. This should be performed as soon as possible so as not to pass the cut-off window.

Ali