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Phone not working due to software issue

BrianQ
Visitor

‎13-05-2022 04:16 PM

I have a 9 months left on my EE contract that includes an iPhone 11. The phone stopped working due to a 'software issue' and EE are charging £450 to get it fixed. So I have a phone that does not work through no fault of mine, but am still being charged monthly. Has anybody else been in the situation where they are paying for a phone that does not work?

0 Helpful
3 REPLIES 3
Katie_B
EE Community Support Team

‎13-05-2022 05:56 PM

Hello @BrianQ. 

 

Welcome to the community. 

 

I am sorry to hear this is happening. 

 

Did you take out insurance when you entered the contract?

 

Have you spoke directly with Apple regarding the software issue?

 

Katie 🙂

0 Helpful
Kirigaya_Kazuto
Star Contributor
Star Contributor

‎13-05-2022 06:22 PM

If it's a "software issue" take the phone to an Apple shop, or do a factory reset in iTunes (if possible) and restore from backup

Chris_B
Grand Master
Grand Master

‎13-05-2022 06:25 PM

@BrianQ  Your also paying for the tariff not just the device.  Apple warranty is 12 months so it’s highly advisable to have insurance or apple care.    The device not working doesn’t mean you don’t have to pay for the contract that you agreed too.   

 Would it be cheaper for you to upgrade?   If you look at your EE account it’ll say what your early upgrade cost will be.