Upgrade

[Georgina7]

Hi, my boyfriend recently upgraded his early upgrade phone which he needs to send back. On the phone the lady said that with the phone there would be a silver bag in which he would need to put his old phone in and send back within 14 days, however only the phone came and not the bag and it’s been a week since we have received the phone and still no other package has come. 

[Leanne_T]

Hi there @Georgina7

Thanks for coming to the community.

If your boyfriend gives us a call on 150, the team can check this for him 🙂

Just to let you both know; we're temporarily extending our trade-in returns policy from 14 days to 42 to help our customers self-isolate.

We are working closely with our recycle partner and will contact all affected customers.

You can find full information within our Changes to the EE returns policy in response to the coronavirus (Covid-19) post

Thanks.

Leanne.