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Iphone 17 orders failing?

callum_confused
Investigator
Investigator

‎19-09-2025 10:17 PM

Hi all, I have a colleague discount on my account (I work within the BT Group, so i get discount) and when i placed my upgrade order for the 17 Pro Max i filled in the trade in section but then realised that would stop my colleague discount from being applied. When i called up EE to cancel the order so i can place a new one and leave the trade in part out, i was told my order didnt go through anyway despite the fact that i had an email notification confirming the order and that it couldnt be cancelled. I did as i was told and placed a new upgrade order but still unsure if its worked. 

Apparently there has been an issue with the orders for the iphone 17s not going through properly. Has anyone else had this issue?

3 REPLIES 3
Alex_H
EE Community Support Team

‎20-09-2025 09:59 AM

Hi @callum_confused,
 

Thanks for visiting the EE Community

If it is your colleague discount, rather than a friends and family discount, then your order needs to go through the colleague products portal, it sounds like your order has just been placed via ee.co.uk, in which case that would be why the order didn't go through.

If you place a new order via the colleague products portal that should be accepted, though at the moment the iPhone 17 Pro Max is restricted for colleague orders. 

Alex

callum_confused
Investigator
Investigator
In response to Alex_H

‎20-09-2025 10:04 AM

Thats strange, thats how i upgraded to my 15 pro max, I had a samsung on the colleague discount and just upgraded through the app and and received the phone and the discount carried over, i assumed it would still be the same... Its just worrying because i've received a text to say that once my contract ends, I will be paying more for just the sim than i am for the phone and sim with the discount.

0 Helpful
Alex_H
EE Community Support Team
In response to callum_confused

‎20-09-2025 10:33 AM

@callum_confused We don't have access to your account through these forums to be able to confirm, but a colleague discount would not be removed at the end of a contract, once out of contract you should just continue on the same plan on a rolling basis until you upgrade, discount included. 

But all colleague discount orders should be placed via the colleague products portal rather than normal channels, as it is only the colleague products team who have access to apply the discount. I would definitely recommend just placing a new order via the colleague products portal once your contract is over and that will ensure your discount is continued over to the new plan without any issues.

Alex