Friends and family discount

Turvs82 · ‎18-08-2022

I have just upgraded my phone. On the order for the upgrade my friends and family discount is shown but I have just received a text saying it has finished and it no longer shows in the add ons in my account. I would not have upgraded if I knew it was going to be removed after I placed the order!!

Chris_B · ‎18-08-2022

@Turvs82 Does your new contract come with a discount on it ? If it does you can not have 2 discounts on one tariff. Your F&F if you still eligible to have it i.e. the person who gave it to you is still eligible to give you an F&F discount you can still have this applied you just need to make that request but who ever gave you the F&F needs to give you a new code.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

Christopher_G · ‎18-08-2022

Welcome to the community, @Turvs82.

Does the person who gave you the discount still work for EE?

Chris

XRaySpeX · ‎18-08-2022

If you're still within your 14-day cooling-off period, you may cancel your upgrade & revert to what you had before.

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rossandbecks · ‎24-08-2022

I have just had the same happen to me. I've got an email confirmation with the upgrade including the F&F discount and then this morning get a text to say the discount ou t has been removed. Its really bad, if they need to remove it for an upgrade (which I've never had to do before) then fine but don't make it out like your getting something so you sign up for another 2 years and then have it removed. It's really poor, it didn't mention it anywhere.

James_B · ‎25-08-2022

Hi @rossandbecks,

Welcome to the EE Community. 🙂

Does the person who gave you the discount still work at EE?

Was your upgrade plan discounted in any way?

James

rossandbecks · ‎25-08-2022

Hi James,

Yes they do (BT) and no the plan wasn't discounted it was just a standard plan. I was told on the chat yesterday that it was because the person had left employment (they hadn't) and then I was told it was because with a new upgrade that happens and you have to get a new form signed by the friend etc. I explained to them that the point is I agreed this new contract based on a set price with discount and have a confirmation email to prove it. You can't then change it after the contract is taken out with notice. They said its our policy and that's it. It's really bad customer service. I've been with EE for over 20 years and I've never had this type of issue.

James_B · ‎25-08-2022

Hi @rossandbecks,

If your discount carried over when placing your order, there must be another reason for the removal.

Please get in touch with Customer Care so a member of the team can take a detailed look at your account.

Thanks

James

rossandbecks · ‎25-08-2022

Hi James,

Is that not who I would've already spoken with last night on the chat? They were really unhelpful. I went through to a manager too to try and work out the issue and she said it's the policy that when you upgrade you loose the discount and she sent me a link for my friend to fill out again. But she was missing my point. It's more about the fact I have confirmation of a price and the next morning it's changed and that needs to he sorted so ot doesn't happen to others.

Christopher_G · ‎25-08-2022

I'd suggest calling, @rossandbecks.They should be able to sort this out.

Alternatively, you could ask the person who gave you the discount to get in contact with the Family and Friends team internally. When my wife's discount dropped off by mistake, that's what I did.

Chris