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Upgrade Anytime - Damaged Phone - Can't pay remaining months!?

Adnan34
Investigator
Investigator

‎09-09-2021 10:23 PM

I dropped my OnePlus 7 Pro and cracked the screen a few weeks back. I have managed to get by but the sensitivity is now acting up so I wanted to take advantage of the current offers on the Samsung Galaxy S21 range.

 

In my nearest EE store it was explained to me that with damaged screen I would need to pay a fee of over £300 to use the Upgrade Anytime option. Music Magpie are offering £95 for one in good condition!

 

There was another option of paying the remainder of my contract, roughly £150ish, to allow me to do a standard upgrade, however the system would not allow for this!

 

Is there really now way for me to get a new phone with EE, besides having to wait until November 22nd with a screen that is on it's way out or pay what is an extortionate fee for a phone that isn't even worth the repair? Seems like EE are trying to rinse me for as much money as they can get instead of letting me pay off my contract so I can take another contract out!

 

Is there really no other way for me to get a new 

 

 

0 Helpful
5 REPLIES 5
Northerner
EE Community Star
EE Community Star

‎09-09-2021 11:35 PM

Hi @Adnan34 

 

You can call EE and pay the remaining contact term off. This will allow you to upgrade.

 

Ultimately you have broken a core part of your phone. The alternative is you pay for the screen repaired. To suggest EE are trying to rinse you is ridiculous as you are trying to trade Inna broken phone for a new device. 

 

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
Adnan34
Investigator
Investigator
In response to Northerner

‎09-09-2021 11:56 PM

Maybe i wasn't clear. I was trying to pay off my remaining term in the store! I knew that using the anytime upgrade wasn't an option as the phone was broken.

In store it was EE's own system that was not allowing me to pay off my remaining term to do this! The guys in store told me this was because of the Upgrade Anytime part of my contract! So to me it seems as though EE is actively blocking me from doing so and forcing me down the more expensive route.

 

If I can't do this in store what luck will I have over the phone! 

0 Helpful
Christopher_B
EE Employee
In response to Adnan34

‎10-09-2021 07:48 AM

Hi @Adnan34

 

I hope you're having a nice Friday, other than this issue of course. 

 

I would suggest giving our upgrade team a call so they can look in to this and try and find a solution.

 

Thanks

 

Chris 

0 Helpful
Adnan34
Investigator
Investigator
In response to Christopher_B

‎10-09-2021 08:34 AM

Hi Chris.

Gave them a call and it got sorted fairly quickly. The EE system was
conflicting with itself so the anytime upgrade was removed and I should
have a new handset and plan from tomorrow.
0 Helpful
Christopher_B
EE Employee
In response to Adnan34

‎10-09-2021 09:02 AM

@Adnan34 I'm glad to hear this is all sorted 😊

 

Thanks

 

Chris 

0 Helpful