How to tell a new order from an new upgrade

[onetish]

Hi All, 

I'm wondering if anyone may be able to help me please. 

I did an upgrade my iPad via the EE website back in May and everything has only just appeared in my June bill. I've been charged my old iPad line rental for 2 months and my new iPad line rental. I've called up and been advised I must have taken it out as a new line despite being sure I did it as an upgrade. 

Customer Services have been helpful and cancelled the old iPad line but are not able to reimburse me and of the costs I have incurred paying 2 lines. 

I wonder how would I know if I have done an upgrade or taken out a new line. 

I received 2 emails at the time one was an XKO number and one was a normal order number and looks just like the last email I got when I upgraded. As in it just says your new order details and has no upgrade cost etc. 

Any help would be greatly appreciated as I don't see how I would have known until I got this June bill that it had gone through as an additional line. I am also positive I clicked through on the upgrade link! 

Many Thanks in advance,

[Chris_B]

@onetish  You would of had a email stating your upgrade and what your new tariff will be.   You also wouldn’t have a 2nd line on your account. 

[Leanne_T]

Morning @onetish

Thanks for coming to the community. 

I am sorry to hear this has happened. 

You would have a new number with the additional contract, this would show in your My EE account if you select Menu and this will show you how many lines are on your account. This would also show in the iPad settings.

Also, the SIM cards in both iPad's would be able to connect to data on the EE network, if you upgrade you would only have one SIM card active.

If you would like to discuss this further, please give us another call on 150.

Thanks 🙂

Leanne.