Cancelling recent upgrade

[Isabella22]

A week ago I made an in-store upgrade. I'm seriously disappointed with the phone as it has poor connectivity and response. I was also sold a tablet with SIM as an add-on. I no longer want either and to go SIM only.  I'm sure he mentioned I had 14 days to cancel on phone and longer on tablet, however I can't reach EE to find out or cancel in time as we're now in tier 4. Can anyone advise? How do I contact EE?

[bristolian]

Hi @Isabella22 

Sorry to say, but there is no automatic "change of mind" `14day return on in-store purchases except in very limited circumstances. The second bullet point under this EE help explains the reasons.

What do you mean by the phone having "poor connectivity and response" - are you able to elaborate on this, and perhaps the community may be able to advise further?

[Isabella22]

Thanks for your reply. I've been on the phone to them and you've confirmed what they said, that I'm unable to opt out. The phone is diabolical. I have or reception which I never encountered with my old Samsung galaxy A5 (2017). I click on things and literally nothing happens. I tried to make a purchase through Argos last night for 3 hrs refreshing the page but it wouldn't checkout. Called argos this morning believing it to be am error in their website to be told to try another device, so I did and it worked immediately. So unresponsive and poor connection on this A21s, not ever encountered on my old phone. But EE refuse to let me send it back, in contact with them now for 2 years on this awful phone. 

[Schockwave]

@Isabella22 , have you tried doing a network reset? If that does not make a difference, have you tried a factory reset? No it ideal, but could solve the problem, because if your old phone worked, then there does not seem to be a reason why your new phone would not work.

Are you using your original SIM card or is this a new one? Have you put it in your old phone to see if it works ok, if you still have your old phone?

They will only replace the phone if it is faulty, and if that is the case, then you are allowed a replacement or repair, as the phone does have a year’s warranty and would not cost you anything for repair either

[Isabella22]

Thanks Shockwave, I'll give it a go. I still have the original SIM but my daughter now has my old phone as her's broke. EE technical support are looking into to it too, they're trying to call me but lack of reception anywhere in the house means they're not getting through - an issue I didn't have with my old phone. 

[Schockwave]

@Isabella22 , It looks like your new SIM card has not been activated, unless you are using your old SIM card. Is your daughter there, so that you could try your SIM card in your old phone? It does seem strange, that you are having this problem, hope you get it sorted, let us know how you get on and if it is all sorted.