iPhone Duo - Upgrade Anytime

[CallyH]

Hi,

Has anyone had any issues with upgrading this year? I have a 24 month contract for my iPhone 17 Pro Max, I upgraded today to the iPhone Duo, followed the steps to place the order, trade in and upgrade,  and got the confirmation email. However, because I have to hand my phone back, due to upgrading early, the trade in option is blank on my order and despite getting an XKO order number, the EE guide states there’s an error with my order. 

My email came in at 13:03, I ordered early so I don’t have delays and my email states I’ll get this on launch day. My concern is, EE guides are stating I should cancel and re-order, but this will now be a date as early as next month or NEXT YEAR?!?

Has anyone else ever had the 

We need to confirm some details.

We'll call you within the next 48 hours to discuss your order.

and have you still received your orders without cancelling?

[CallyH · Accepted solution]

Update: EE’s Executive Complaints team upheld my complaint about an internal catalogue fault and offered £50, but said they couldn’t preserve my original pre-order position. They’ve confirmed they’ll send a final-resolution letter so I can escalate.

A sales agent then placed a new order, estimated to dispatch in more than 28 days.

EE are absolutely useless and you’d think, after all these years of practice, they’d get it right. However, they penalise their loyal customers and minimise their complaint with a pathetic £50 bribe to get you to submit so them.

I hope everyone manages to get theirs sorted. After 10 hours of live chat, I’m officially done with this company and will be looking to move away once all my contracts are up. 

[nizzy_dy1]

I think so much confusion is being thrown around between departments - I've just got off live chat, and they said EE can't commit to launch day orders and expected dispatch time is over 28 days.

Apparently they don't know how much stock there will be on launch day, so why advertise it for launch?

[Viopon]

Hi, EE told me they are aware of stock levels so not sure why they told you this. Stock levels are managed by colours, this was particularly evident when orders were and are placed giving the EE advisor an estimate delivery date.  I phoned EE again asking them to send me the Duo phone contract as they initially sent it to my old email address so I never received any comms.

They responded and said the contract would be either sent out via email or by post. I received  comms - 2 emails with the same contract but was the old and closed order contract, as it didn’t match the contracts I downloaded when signing stuff digitally at the time of my 2nd order. I also asked about being charged delivery and he confirmed this was a necessary fee everyone has to pay for the EE Orders to be delivered via DPD. 

Initially I’m not impressed by EE, as they never sent me my new and live Duo contract and when accessing my EE app, no reference of a pending order even although my 2nd order is open / live and waiting to be allocated the stock to be sent out after the 23rd. 

[JonStatt1]

Well things are changing 

This morning the EE app  still showed an upgrade button although on pressing it , no options came up.

Tonight the upgrade button is gone 

I know these changes don’t say much for when we get our duos but at least something seems to be happening!

[Tim94]

Good spot, I just checked and it's the same for me. 

Order confirmed at 13:02 on Friday with £0 upfront, had the contract documents on Saturday morning so hopefully I'll see something at the end of the week!

[Sastran0]

£50? They offered me £10! And wouldn't open a case until the fifth time I requested it.

[Gomrathb]

Erm…. Does this mean something good? LOL 

 

[Viopon]

Hi, no compensation offered to me lol £0 when EE phoned me from complaints this morning. Agent didn’t know much I stated EE customers can’t see anything on their account regarding orders, whilst their competitors do lol

[JonStatt1]

That screenshot means you placed a successful order. I don’t believe it says anything more them that.

[Gomrathb]

Usually I’d agree with you but historically it’s said “your pre-order is confirmed” and “awaiting stock or estimated dispatch date” or something similar, with just the order confirmed tick. This year ive got the below awaiting dispatch and coming soon has always been within the next few days as I remeber rightly from previous pre orders for iPhones and launch day dispatch.  
usually it would say “your pre order is on track” if they didn’t have a update for the next few days. 
unless EE have changed their updates? I should be one of the first/10000 or so (lol) on the list to get one as I put the order through at 13.01.