Returns pack not received, can't get through to company Bright Star

[Christina82]

Hi,

Recently did an annual upgrade. Trying to send old phone back but haven't received returns pack. Tried to contact ee who gave me number for Bright Star to contact them directly but can't get through (just says being transferred and then waiting music). Been trying to phone EE customer service but line is busy and can't get through there either.

Any advice please would be appreciated. Worried going to be charged for 2 phones.

Thanks.

[Chris_B]

@Christina82   I wouldn’t worry if you don’t have the returns package as it’s down to brightstar to send it first.   If they try to bill you just inform them that they haven’t sent it yet.  

[hannah122]

Hi

I am in the exact same situation! I received my upgrade Wednesday 18th November and have 14 days to return my old phone - I now have 6 days left and still have no parcel to return my phone in or an address. I have been calling EE daily but none of the customer service options seem to fit the situation, I cannot get in touch with the upgrade team either as it says I am not eligible to upgrade yet so terminates the call.

I have been on hold to Bright Star for 2 hours everyday and I still cannot get through. 

I obviously do not want to be charged when I am not at fault.

[James_B]

Hi @hannah122,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to chase this up for you. You can chat with the team online via our get in touch page.

Hope this helps.

James

[Carolyn88]

Hi did you get sorted? Cause I’ve not recieved mine either and im

panicking 

[James_B]

Hi @Carolyn88,

Welcome to the EE Community. 🙂

When did you receive your upgrade?

Thanks

James