Hi There,
I wonder if anyone can help or has had a similar issue.
On Wed 3 Jan ‘24 I ordered an Anytime Upgrade, new phone and new plan.
It was processed online then I was told to complete the order I had to phone EE.
I spoke with customer services who screen shared the Terms / Conditions and Contract which I approved while on the line to them. I did not receive a copy of these, and presumed they would be emailed to me.
I received my new phone the next day, set it up, cloned from my old phone and wiped the old one ready to send back as part of the deal.
I gave it 24hrs but my plan and contract had not been updated (I went from the All Rounder iPhone plan to the Full Works iPhone plan, supposedly).
So I phoned customer services again, to find out why or when it would upgrade.
I was very confidently assured it would adjust overnight and I would receive a text message confirming this in the morning.
It has now been about 78hrs since I “upgraded” and my plan still hasn’t changed.
I now have 11 days to send back my old phone, otherwise I will be charged £300+ but I am loath to send it before my contract has been updated as per agreed.
I know I will have to phone EE again, but thought I would ask for help elsewhere before enduring another half hour of dance hold music.
My Order Number is xxxxxxxxxxx.
Any help would be greatly appreciated.
Thanks,
Emma
