topic Missed the delivery for my new phone. in Orders

Missed the delivery for my new phone.

Felippe — Fri, 26 Jan 2024 22:21:10 GMT

I upgraded my phone contract but unfortunately missed the delivery and DPD says the package is being returned to EE. I'm on a split contract now though, so does that mean once they receive the phone and cancel the handset contract I'm going to be stuck with the new, more expensive SIM contract with my current phone? Is it possible to cancel them both or get the phone sent back to me?

Re: Missed the delivery for my new phone.

Chris_B — Fri, 26 Jan 2024 22:25:42 GMT

@Felippe once EE has processed your return device the contract that you’re currently on, will revert back to your old contract and any upfront payment that you made will be refunded back to you within 7 to 10 working days you’ll then be free to upgrade again. A returned device can not be resent back out as there is a process that has to be followed for returned items.

Re: Missed the delivery for my new phone.

Felippe — Fri, 26 Jan 2024 22:39:18 GMT

Thank you for the quick response and the clarification, and I don't meant to press the point, but the sim contract will definitely revert to my old version from before upgrading in addition to the handset contract being cancelled, correct? Sorry, I don't fully understand how this split contract works.

Re: Missed the delivery for my new phone.

Leanne_T — Sat, 27 Jan 2024 09:06:55 GMT

Hi @Felippe

Thanks for coming here.

Yes, the upgrade would be cancelled and all details would go back to before the upgrade including the plan and contract dates.

Leanne 🙂

Re: Missed the delivery for my new phone.

Felippe — Sat, 27 Jan 2024 15:45:38 GMT

Thank you!

Re: Missed the delivery for my new phone.

Leanne_T — Sat, 27 Jan 2024 15:55:39 GMT

No problem @Felippe

Leanne 🙂