wrong data allowance and no headphones

[charliepasquali]

having recently upgraded my phone to a Pixel 5 and agreed a data allowance of 30Gb, I have noticed my account only says I have 10Gb of data each month. I am still yet to receive my free Bose headphones that were part of the upgrade deal. Tried ringing 150 to talk to someone but got nowhere near speaking to anyone and tried online chat which seems to have disappeared. help!

[Leanne_T]

Hi @charliepasquali

Thanks for coming to the community.

When did you place the order? and when did you receive your phone?

If you are eligible, you would need to claim for the Bose wireless headphones from Google, using the Google claim portal.

Claims must be made within the claim period which is 14 – 45 days from the date of your purchase.

Full details can be found in our Google Pixel 4a with 5G and Pixel 5 pre-order offer, post.

Thanks 🙂

Leanne.

[charliepasquali]

Hi, I placed the order on the 20th October and received the phone on the 21st. Was told I would get information about the headphones along with my handset but got nothing, and no email either.

[James_B]

Hi @charliepasquali,

The qualifying period for the free gift offer was 30/9/2020 at 7:30pm to 19/10/2020 at 11:59pm.

So we can make sure your data allowance is correct, please visit ee.co.uk/help/help-new/get-in-touch and tap 'Let's chat'.

Thanks

James

[charliepasquali]

I knew the date had passed and the representative I spoke to on the live chat checked to see if I could still have the offer with their manager, to.which they said yes and I asked for confirmation of this several times while sorting out my upgrade, I have the manuscript saved with this confirmation and the data allowance too.

[James_B]

That's great @charliepasquali

Our Customer Care Team will be happy to resolve both of these issues when you get in touch.

Thanks

James

[charliepasquali]

Hi I'm not happy at all, having ordered my upgrade a day after the offer ended I was told by the sales advisor that I would still be able to get the free headphones, I asked about 3 or 4 times for them to confirm this and they did. Now I've been on a call to another advisor who has now told me there's nothing they can do to help me even though I was told I could get the headphones. Please help, there must be some way to get the headphones as I was promised. I have the transcript saved as proof of this too.

[Leanne_T]

Hi @charliepasquali

I am very sorry to hear this.

I have sent you a private message for some further details.

Speak soon.

Leanne 🙂

[Tucker3]

Liars.  I haven't received mine either and ignoring my emails.  Now the phones faulty and they have replaced it but haven't give me a charger.  EE is a mess. I wished I could just leave 

[James_B]

Hi @Tucker3,

Has it been over 60 days since your claim was validated?

Thanks

James