Trade in pack on its way but I don’t have my new phone yet

[JCollingwood]

Hi,

I ordered an iPhone 14 pro max a couple weeks ago and I’ve just received my trade in confirmation email saying the trade in pack is on its way. I have until the 19th November to send my current phone back to yourselves but I have no yet received my new phone! What happens if my new phone doesn’t arrive before then? It says on the email that I will not be eligible for the trade in discount on my new phone if I don’t send my current phone back before the 19th. Can somebody get back to me please as this is a whole load of stress.

[JCollingwood]

Hi Leanne,

having problems with this as when I press option 1 it asks for my mobile number. It says my number isn’t recognised. I don’t know if it’s because I’m transferring my current number over to my new phone? Is there a way around this? I’ve messaged the Facebook page but haven’t got a response. Are they off on Sundays?

[Leanne_T]

Hi @JCollingwood

Thanks for coming back to me. 

When you call this number, can you select 1 for mobile and then for new contracts option 4.

Leanne.

[JCollingwood]

Leanne it doesn’t give me that option at all. Gives me option 1 for lost or stolen then option 2 for anything else and then it asks for my phone number. This is becoming a very stressful situation that isn’t my fault. Please could you investigate this for me?

[Leanne_T]

Hi @JCollingwood

I've sent you a private message for some details.

Leanne.