F&F not showing when upgrading online

Profile closed · ‎29-09-2024

Hi. I'm trying to upgrade online but my F&F discount does not appear in any stage of process (I'm stopping short of actually checking out!).

Some months back the F&F discounts appeared correctly but this does not seem to be the case any longer.

Also, am I right in thinking that F&F is now 50% off airtime, rather than the 30% I have on my existing contract?

Anyone able shed any light on the above that'd be great. Thanks.

Alex_H · ‎30-09-2024

Hello @Profile closed,

Yes the Friends & Family discount when taking a Flex Pay contract is 50% off the airtime part of the plan, there is no discount on the device loan part of the plan. The 50% off is also available on SIM only contracts of 12,18 or 24 months duration.

An existing F&F discount would automatically carry over to a new plan without the need for a new code as long as the plan is eligible, so as you mentioned no other discounts such as time limited discount offers, trade in deals or good as new handsets.

When you are upgrading with an existing F&F discount, you can complete your order in any direct channel e.g. website, app, 150 or an EE store and it will carry over. New F&F discount users would have to complete their order online with their code.

Though it should carry over automatically to an eligible plan if you had an issue with your F&F discount being removed you would need to call us on 150 so we can send the details to our F&F team to investigate and re-apply if it has been removed in error.

Alex

View solution in original post

Northerner · ‎29-09-2024

Hi @Profile closed

You can only have one discount per account and therefore if your deal is including a discount then it will not apply.

Alternatively you may need to add another F&F code.

If you're unsure then speak to EE CS on 150.

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.

Profile closed · ‎30-09-2024

Thanks @Northerner

Yes, I knew about the F&F not being applicable when there is another discount, however F&F doesn't show up on any of non-discounted contracts either.

The website seems fairly inconsistent - sometime the F&F shows (when I tried a month or so ago), other times not. Part and parcel of the pretty horrific user experience on the EE website!

Just want to upgrade, quickly, without having to call.

Alex_H · ‎30-09-2024

Hello @Profile closed,

Yes the Friends & Family discount when taking a Flex Pay contract is 50% off the airtime part of the plan, there is no discount on the device loan part of the plan. The 50% off is also available on SIM only contracts of 12,18 or 24 months duration.

An existing F&F discount would automatically carry over to a new plan without the need for a new code as long as the plan is eligible, so as you mentioned no other discounts such as time limited discount offers, trade in deals or good as new handsets.

When you are upgrading with an existing F&F discount, you can complete your order in any direct channel e.g. website, app, 150 or an EE store and it will carry over. New F&F discount users would have to complete their order online with their code.

Though it should carry over automatically to an eligible plan if you had an issue with your F&F discount being removed you would need to call us on 150 so we can send the details to our F&F team to investigate and re-apply if it has been removed in error.

Alex