Two phone numbers on my bill

[Karen128]

I recently upgraded my phone but now I have to pay for two phones, this was very confusing and my bill should be only £33.99 and is now £89 this was never the idea and I need to get the cost down, 

The selling techniques are very confusing  and it should have been an upgrade never an extra phone bill 

[bristolian]

Hi @Karen128 

Did you actually upgrade? Or were you sold a new contract? Check your paperwork, because it sounds very much like you've not actually upgraded.

Which would mean the next obvious question is, who did you buy the phone from? Was it EE direct, or a third party?

[XRaySpeX]

If you upgraded there will be some overlap in view of you would've been paying the old contract a month in advance but it should sort itself out in your next bill when you'll get a rebate for the overlap.

[Karen128]

yes, I "upgraded" on the EE website following their instructions. It's clear they added the new phone with the new number on my existing account. Before I agreed with the upgrade I must have checked several times to see that the costs were right.

I try to get help from EE but the waiting times are long

[James_B]

Hi @Karen128,

Welcome to the EE Community. 🙂

If you have ordered an additional line instead of an upgrade, please fill out our online returns form to arrange returning the second phone.

You can then upgrade at shop.ee.co.uk/upgrade.

Thanks

James