Still no trade in pack

[CharAnne789]

My husband and I both upgraded at the beginning of December (I upgraded on the 6th) and we are both still waiting for our trade in packs to arrived. I contacted likewize on the 9th on the day I received my phone because I was lead to believe it would arrive with the new device (I upgraded over the phone). They told me they hadn't received my order details yet and that they should before 20th. 

However I am yet to hear anything or receive my trade in pack. So is my husband (he did not contact likewize yet). 

I understand, that it's the holidays and things might take longer but I'm worried that the discount I got against my new contract/phone will be cancelled because of this delay on the EE/likewise end. 

[Chris_B]

@CharAnne789  you need to call EE customer support to make sure that your upgrade did include a trade in.  Any trading Pack is sent separately to you receiving the device because these come from different places and you usually get the trade-in package a few days after you receive the new device. 

[CharAnne789]

Apologies, I should have stated I also contacted EE who told me my trade in pack can take 10 days to dispatch. 

[Alex_H · Accepted solution]

Hi @CharAnne789,

Welcome to the EE Community

If you have had it confirmed when calling us that there is a trade in request in place on your order, then a trade in pack should take up to 7 working days to arrive after your phone. There may be delays with the time of year as you say but I would recommend getting back in touch with Likewize to tell them you have not received the pack and may need another sent. 

Regarding the trade-in discount there is a delay built in to the process to account for situations just like these where it may be taking longer to come back, so I would not worry at the moment about it being removed.

Alex