upgrade cancelled

[mikepollock86]

Hi,

Logged into EE website as i knew i was able to upgrade, went through the process chose a new phone and airtime, added a trade in which it accepted and went through all of the other bits to finish the order, recieved email to say the order is received and going ahead.

Next day recieve a text to say the order has been cancelled as im not due to upgrade and to text 'up' to 150 to find out, i do this and get a reply saying im able to upgrade now....very odd so i call EE.

the order was apparently cancelled as my samsung S20 trade in isnt an acceptable trade in for the google pixel 9, even though i have been through and agreed to all the legal bit and they have confirmed the order via email.

Anyone else experienced do EE have any obligation to honor the deal they agreed to?

Thanks,

Mike

[Lesley_W]

Hi @mikepollock86 

Thanks for coming to our community.

I'm sorry to hear of your experience. Just so I've understood correctly, when you called, they agreed you were eligible to upgrade but not eligible for the trade in discount?

Lesley

[mikepollock86]

exactly that, even though the trade in was accepted during the upgrade process on the website which completed and i recieved an email to tell me i have upgraded and to thank me for my order.

Mike

[Chris_S]

Thanks for letting us know @mikepollock86 

Do you have any time remaining on your current contract? 

To check if you have any time remaining on your contract, you'd just need to log in to your My EE and go to Menu > Plan & add-ons.

Chris S

[mikepollock86]

no , no time remaining..this is why i was upgrading...

[Christopher_G · Accepted solution]

OK, thanks @mikepollock86 

The best advice I can give is to speak again with our Mobile Care team, they'll be able to look into what has happened and do their best to get you the same/similar deal.

Chris

[AndyAitch1]

Hope you got sorted Mike - I just had the same or similar:

1. Go through the app process after it tells me I'm eligible for upgrade. Once I put in trade-in details from the options available it says "NO plans available" 
2. Call 150 and finally get to speak to someone - they are really helpful but when it gets to preparing a quote they say "oh - system says "negative plan" something or another. He doesn't know why, his supervisor doesn't know why. There is simply no explanation. 
3. The supervisor suggests the EE Guide sends an internal form to some anonymous body within EE asking them to "review" my account and he'll call me back in a couple of days with their decision 
4. I have a perfectly Good credit score and have been with EE/BT for over 40 years with no issue ... EE Guide says my account is in "excellent" shape. And I pay a significant adopt every month for myself and other family members. 


So what's the problem EE? Have you gone back to the 1990s era of "Computer Says No" mixed with Kafka for good measure? Which would be even more infuriating than usual because I've just spent the last 2 weeks with zero broadband because the so-called back-up hybrid hub didn't back up. This is NOT your finest hour ... I need answers and quick before I act out on my "buyers remorse" having switched everything over to you from BT a year ago. 

Andy

[Chris_S]

Hi @AndyAitch1 It's great news to hear that you're wanting to upgrade your phone with us.

I'm sorry to hear that you're having an issue with the order showing 'No plans available' when you look at your options.

Are you currently out of your minimum term, or do you still have some time to go until the end of your plan?

Chris S

[AndyAitch1]

Hi Chris ... thanks for engaging

I'm currently out of contract

Andy

[Ali_A]

Thanks for confirming @AndyAitch1 

Are you currently on SIM only or full handset contract? 

As you are upgrading online this will be to a new Flex Pay style contract. These have additional credit checks separate from your existing EE account. 
You can find out more on our Flex Pay for devices explained page

The credit referral team will have further information of what steps may help to move onto a Flex Pay contract. 

We'd really like to make sure you're able to upgrade and get a new handset, so alternatively the other possibility may be to call the Upgrades team again and ask for the options of an old style subsidy (rather than Flex Pay) upgrade. 

Hope this helps! 

Ali