Black Friday Air pods Contract promotion - Not received

[NigelTu]

We renewed our BB contract in November after hunting around and took advantage  of the Air pods for £1 promotion.  Nearly a month later we have no details nor received the Air Pods. Today we rang EE and after hanging on for ages and the customer care person “checking with their manager” told us we needed to do our order again (told this happens a lot!) This was done and yet another router and booster units would be sent out, despite having been send them on a month ago. We were then told they would raise another order for the Air pods and get a mail confirmation, nothing has turned up. This smacks of a bit of a naughty promotion - nothing done with either the original order nor the new one.

 Has anyone else had issues or received the Air pods? 

[Peter_W]

Good afternoon, @NigelTu.

I'm not aware of any issues with the complaint webform, and as far as I'm aware the account number field isn't mandatory.

Are you definitely selecting broadband as your option rather than mobile?

Also how was the complaint you have seen closed originally raised, and have you seen any attempted contact?

We can reopen any complaint within 28 days of closure, but we'd certainly not expect for you to hear nothing.

Peter

[NigelTu]

Our account is GB xxxx xxxx when raising on the form and enter it prompts for a digit, the first time I used no spaces and put a 1 on the end to force an acceptance. Tried with spaces, no spaces, today I just did GB0000000 to raise. Is there a reason that when you raise a case you get no case number? 

This all relates to the fact that today I had both an e mail and text saying that my case re the lack of code re the  Air Pod promo for renewing our BB had been closed due to non contact! We have had no contact re our complaint, please read the chain on here. Today I rang and spoke to a helpful representative and tbh we are no further forward with this. He asked me to post details of the promo to assist any one dealing which I have done. So in brief back in Nov 22 looks like no one applied the promo to our order, chased yet another BB order had to be raised and the promo added manually, still no confirmation or anything saying included. Really poor and frustrating 

[Peter_W]

Thanks for explaining those details, @NigelTu.

I'm glad to hear that you managed to get back in touch to get this re-raised - I'll feed back at my end about the online webform, but this is the first report I've heard of this issue. 

Please keep us posted on how you get on with this recent order. 

If you aren't able to progress from there we can look into what other options could be available to help.

Peter