topic Re: Basket shows higher airtime cost than offered when upgrading in Orders

Basket shows higher airtime cost than offered when upgrading

MarcoRatti — Fri, 08 Mar 2024 11:46:32 GMT

I am using MyEE on the website to try to upgrade my phone to a Samsung Galaxy S24 Ultra, 1024GB, 24 months. The issue I have is that even when I select the £29 Airtime plan, it goes to the basket as £37. I thought that if I went all the way to checkout, the difference would appear as a discount, but that is not the case. It still shows that it would do a direct debit for the £37!!!!!

Can anyone help?

Re: Basket shows higher airtime cost than offered when upgrading

Leanne_T — Fri, 08 Mar 2024 14:25:40 GMT

Hi @MarcoRatti

Thanks for coming to the community.

Do you see the £29 plan when logged into your EE account, or does the price change once you log in?

Leanne 🙂

Re: Basket shows higher airtime cost than offered when upgrading

MarcoRatti — Fri, 08 Mar 2024 15:15:39 GMT

Hi Leanne
I was already logged in my EE account and was trying to do the upgrade ("Time to Upgrade" screen) . As shown in the image, at the bottom of my screen I could see the correct value (£29) but the basket shows £37.

Thanks

Re: Basket shows higher airtime cost than offered when upgrading

Leanne_T — Fri, 08 Mar 2024 15:18:11 GMT

Thanks very much @MarcoRatti

To get this looked into please give us a call on 150, and our mobile guides will be happy to help 🙂

Leanne.

Re: Basket shows higher airtime cost than offered when upgrading

MarcoRatti — Fri, 08 Mar 2024 15:24:32 GMT

Thanks Leanne

I will try again. When I called, they were offering me a £29 option (marked with a red arrow below) which is lower to the one I wanted (the box to the left: £29 but was before £37).

Re: Basket shows higher airtime cost than offered when upgrading

Leanne_T — Fri, 08 Mar 2024 15:30:58 GMT

I see thank you @MarcoRatti

Please try us again and let me know how you get on 🙂

Leanne.

Re: Basket shows higher airtime cost than offered when upgrading

MarcoRatti — Fri, 08 Mar 2024 17:54:25 GMT

Hello Leanne
I called again and this time it went smoothly. The person who was helping me (Andy) identified the issue and was able to provide the correct deal for me over the phone.

Thanks for your help

Re: Basket shows higher airtime cost than offered when upgrading

Christopher_G — Sat, 09 Mar 2024 07:43:40 GMT

That's great, @MarcoRatti. Thanks for letting us know. 🙂

Chris