by ven23 Established Contributor
Established Contributor

Annual Upgrade Not Applied to Account?

Hello

 

Just wondering if anyone else has not had the "Annual Upgrade" applied to their account?

 

I signed up to the 4GEE Max Plan last year over the phone and when I was chatting to the guy he also mentioned that I would have an Annual Upgrade which would allow me to get a new phone after 12 months and only having to pay a small fee towards the new device.

 

This was what swayed me towards paying the ridiculous £60.99 per month in the end and I went for it.

 

Now when I go on to chat the the advisors, they are telling me that they have no record of this being applied to my account and none of the phone calls are there to clarify as it is older than 6 months. How convenient.

 

I distinctly remember this because I thought it was a decent deal to get a new phone after 12 months. I've been taking phone contracts out for 10+ years so I'm used to just having to upgrade every 24 months. The option of a new phone after 12 months was what I signed up for. And now I'm being told that I never.

 

Anyone else come up against this?

49 REPLIES 49
by
EE Community Support Team

Re: Annual Upgrade Not Applied to Account?

Hello there @ven23

 

Thanks for coming to the community.

 

Which device did you upgrade to last year?

 

Also how much data do you have on the Max plan?

 

Hope to hear back from you soon 🙂

by ven23 Established Contributor
Established Contributor

Re: Annual Upgrade Not Applied to Account?

Hello @Leanne_T

 

I upgraded to the iPhone 7 Plus 128gb (which was not actually received until the start of October after all the supply delays).

 

I have 25gb on my current plan.

 

Thanks

by
EE Community Support Team

Re: Annual Upgrade Not Applied to Account?

I see thanks @ven23

 

What date is your upgrade due?

 

If you text UP to 150 what date is showing?

 

Thanks, Leanne.

by ven23 Established Contributor
Established Contributor

Re: Annual Upgrade Not Applied to Account?

Hi @Leanne_T

 

It says I am not due an upgrade until 03 August 2018 which would tie up with a standard upgrade after 24 months.

by
EE Community Support Team

Re: Annual Upgrade Not Applied to Account?

Thanks for checking for me @ven23

 

I would suggest giving us a call so we can look into this further for you.

 

Our customer service team will be able to see what has happened and what they can do to help.

 

Let me know how you get on.

 

by ven23 Established Contributor
Established Contributor

Re: Annual Upgrade Not Applied to Account?

Thanks @Leanne_T

 

I have already spoken to a few of your advisors online and they have told me that I'm basically not entitled to the annual upgrade, even though it was offered to me at the start, it was not applied to my account.

 

Just feel a bit let down as it is what I signed up for and it's what made the contract more appealing.

 

If I want to upgrade now I have to pay well over £500 which is just not going to happen.

by Emzems Established Contributor
Established Contributor

Re: Annual Upgrade Not Applied to Account?

This also happened to me. 

 

EEs website states ALL 25gb 4gee Max Plans get annual upgrade. 

 

When I stated this on the live chat, the guy went and spoke to a supervisor and got it honoured for me so don't let them away with it. 

by
EE Community Support Team

Re: Annual Upgrade Not Applied to Account?

I can understand @ven23

 

Did you complete the upgrade over the phone with us?

 

Also did you get an email confirming all the details?

 

Thanks, Leanne.

by ven23 Established Contributor
Established Contributor

Re: Annual Upgrade Not Applied to Account?

@Leanne_T

 

I did complete over the phone. 

 

I also did request the details were emailed to me but I was told they couldn't do that at the time because they were so busy.

 

I've just called your upgrade team and they have told me there's nothing they can do to help me, even though I was told it would be applied to my account and it even says on your website;

 

"Annual upgrade is included free of charge on eligible 4GEE Max plans when you take an eligible device from 09/09/2016."

by ven23 Established Contributor
Established Contributor

Re: Annual Upgrade Not Applied to Account?

I meet all of the following conditions too so I don't understand what the problem is;

 

EE Annual Upgrade Terms and conditions EE Annual Upgrade is only available with the 25GB or 40GB 4GEE Max plan when you join or upgrade on an iPhone 7 and iPhone 7 Plus. When you take part in the trade-in offer, EE will waive any charge for ending your plan early, and you won't be eligible for any additional payment from Brightstar (EE's recycling partner).

 

You can exercise this early upgrade option if:

You have had an eligible 4GEE Max Plan for at least 12 consecutive months and it is at least 12 months since your last upgrade

Your EE account is paid up to date

You return your current phone to us in full working condition (see below for details)

You upgrade to a new 24 month EE pay monthly plan, with a new minimum term

The monthly payment for your new plan is be at least the same as or higher than the monthly payment for your current plan. Standard eligibility rules apply.

You upgrade in selected EE stores

by
EE Community Support Team

Re: Annual Upgrade Not Applied to Account?

Thanks @ven23

 

I have sent you a private message on here to get some details.

 

Speak soon 🙂

by ven23 Established Contributor
Established Contributor

Re: Annual Upgrade Not Applied to Account?

@Emzems did you reply on here as I can't see it anymore?

by Emzems Established Contributor
Established Contributor

Re: Annual Upgrade Not Applied to Account?

@ven23 Is it showing up now?

by Ace Contributor
Ace Contributor

Re: Annual Upgrade Not Applied to Account?

Hi @Emzems, @ven23

 

Has this been sorted for you both yet?

by ven23 Established Contributor
Established Contributor

Re: Annual Upgrade Not Applied to Account?

@Emzems it is not.


I got an email and it shows what you said but not on here

by Emzems Established Contributor
Established Contributor

Re: Annual Upgrade Not Applied to Account?

@ven23

 


yesterday
This also happened to me.

EEs website states ALL 25gb 4gee Max Plans get annual upgrade.

When I stated this on the live chat, the guy went and spoke to a supervisor and got it honoured for me so don't let them away with it.

by Ace Contributor
Ace Contributor

Re: Annual Upgrade Not Applied to Account?

Glad to hear you have got this sorted @Emzems.

 

@ven23 I agree, your best option is to go on Live Chat again and infrom them of this, even link to this Community Post and hopefully they can get this added to your account.

 

Please come back to us and let us know how you got on.

by ven23 Established Contributor
Established Contributor

Re: Annual Upgrade Not Applied to Account?

Thanks @Emzems

 

I just feel really screwed over by EE on this as it was 100% agreed over the phone and now they are not honouring it.

 

If they don't agree to it then I'll be leaving them when my current contract ends.

by ven23 Established Contributor
Established Contributor

Re: Annual Upgrade Not Applied to Account?

Getting seriously hacked off with this now.

 

I've just been told the following by an online chat advisor;

 

"Steven, I would request you to call them again, because they have recordings and they will be able to do something for you as they promised you for the annual upgrade."

 

I really don't know what the problem is here and it's getting beyond a joke!

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