topic Re: Upgrade return in Orders

Upgrade return

Smb1984 — Wed, 10 May 2023 14:54:27 GMT

Still waiting for returns bag to send old phone back after having new upgrade.

how can I chase this? As the phone should be returned by 12/05/23

thanks

Re: Upgrade return

Leanne_T — Wed, 10 May 2023 15:53:53 GMT

Afternoon @Smb1984

Thanks for coming to the community.

Please give us a call on 150 and the team can check this for you to make sure you receive the returns bag for the trade in 🙂

Leanne.

Re: Upgrade return

Becs1969 — Tue, 20 Jun 2023 11:01:07 GMT

I am having the same problem I’ve sent text after text and continuously told I’ll receive another text with 72 hours but nothing I don’t want contract I can’t afford it

Re: Upgrade return

Leanne_T — Tue, 20 Jun 2023 11:31:33 GMT

Hi @Becs1969

Have you returned the device to us?

If so, when was the device sent?

Leanne 🙂

Re: Upgrade return

Becs1969 — Tue, 20 Jun 2023 12:22:39 GMT

Hi no I don’t know how to I have been waiting for instructions via EE

Kind Regards
xxxxxxx xxxxxxx

[Mod edit: Please do not post personal information on the public board. Thanks!]

Re: Upgrade return

Leanne_T — Tue, 20 Jun 2023 11:57:10 GMT

I see, thanks for confirming @Becs1969

When did you receive your upgrade?

Leanne 🙂

Re: Upgrade return

Becs1969 — Tue, 20 Jun 2023 12:39:11 GMT

No I haven’t because I don’t know how or where to send it to. I’ve tried 4 times and each time I’m told they’d be in contact with further instructions within 72 hours but haven’t received anything.

Re: Upgrade return

Becs1969 — Tue, 20 Jun 2023 13:12:11 GMT

Last week, Monday I believe I started texting on Wednesday

[Mod edit: Image rejected due to it containing personal information.]

Re: Upgrade return

Leanne_T — Tue, 20 Jun 2023 12:45:08 GMT

Hi @Becs1969

The returns bag is sent after you receive the phone by post and can take 5-7 working days.

If you have had the new phone longer than this, please give us another call on 150, option 2 > option 1 > option 2 > option 1 > option 1 > option 3 > continue to hold after the message stating a text has been sent then press option 9. Our mobile care team will be able to help you get this looked into.

Leanne.