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