I don't have the model of phone in my account

[elbowloh]

Hi, for some reason my account shows I have an iPhone SE. Thing is 1) I have never had an iPhone and b) the phone I did get with my contract was a Pixel 4 ( which was then lost and now using a pixel 3a).

Can I change this?

This is an issue when upgrading and I do a phone swap as I don't have the phone that ee thinks I have.

[James_B]

Hi @elbowloh,

Despite the incorrect handset image showing in My EE, if you used your Upgrade Anytime benefit and didn't return the original phone (Pixel 4), you'd need to pay the extra charges mentioned in How can I Upgrade Anytime?

James

[elbowloh]

I know i sound like a broken record, but it's not just an image!

I am making the order right now and the text says the phone I am returning is an iPhone SE.

[James_B]

Hi @elbowloh,

I apologise for the incorrect information showing in My EE. Our Customer Care Team will be happy to check why this has happened if you get in touch.

Unfortunately, it won't be possible to Upgrade Anytime without a fee, if you no longer have the original phone.

James