100% off early upgrade fee.

[Rorybean]

Hi all.

Had a notification on my EE app that I could upgrade now and pay no upgrade fee.

When I go to the upgrades page it still saying I need to pay the £196 early upgrade fee.

Anybody know why this is ? It doesn't really give me much information .

Thanks

[Christopher_B]

Hi @TheHeinzMan

Have you had a chance to speak with our upgrades team about this at all?

Thanks 

Chris

[Markob14]

I’ve been getting the same “offer” as I’ve been with EE for over 10 years yet when I go to the EE website I still need to pay the early upgrade fee. I’ve talked to 3 people today from EE, one from the upgrades department all have no idea about this offer? 

[Christopher_G]

Hi @Markob14

Could you try following the link on a different device or browser through the My EE desktop site?

Chris

[Markob14]

Hi Chris. 

Tried that. Still asking me to pay the full upgrade fee.

Ive put a complaint in as it’s not fair to dangle this offer for your most loyal customers only for it to seem to not actually exist as no one I speak to at EE knows anything about it

[Leanne_T]

Hi @Markob14

Thanks for coming back to us. 

Is this message showing within your My EE account? 

What date is showing for available upgrade? 

Thanks 🙂

Leanne.

[Markob14]

Here is what my app shows me. It also gives me a notification on my account on the EE website but if I click the link to browse plans the offer disappears and it requests me to pay the full upgrade fee. I’ve went through the process to the final screen at checkout just in case there’s an option to click in regards to the offer but nothing I can see. 

[Markob14]

I don’t think my last post successfully attached the picture. Hopefully this one does 

[willhands]

I have the same issue....

[Leanne_T]

Hi @Markob14

Thanks for coming back to me

Have you selected to trade in your old phone?

Thanks. 

Leanne.

[Markob14]

Hi Leanne_t 

no I haven’t selected the trade in option but surely that shouldn’t matter? The offer I’ve been given is 100% off my upgrade as I’m a loyal customer. The trade in is available to anyone, right? 

Mark