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? 

[Alex_H]

Hi @NigelTu,

Thanks for visiting the EE Community

Checking on the details of this offer, which was for recontracting broadband to certain packages between 12/11 and 1/12, you should have received a code 15-30 days to your e-mail address which you then redeem by logging into the EEID your broadband is linked with and applying the code at checkout. The code can be redeemed up until 31/1/2026. 

Depending on when you actually signed up in Nov, has 30 days passed? If it has been 30 days and no code has been received, the correct process is for one of our guides to send a webform to our internal team to resolve and get your code sorted. 

We don't have access to your account via these forums to be able to check, but I would only think doing a new order would be required if your original order had not gone through at all and then the Airpods order needed doing manually. 

I would recommend getting back in touch to get some clarification as if the original order had gone through ok, it should be a case of sending the webform for help getting your Airpods code. If the original order had not gone through that may be why they needed to re-do it on your recent call.

Alex

[NigelTu]

Thanks for the reply.

The order was placed on the 22nd November so looks like for some reason the AirPod  promotion was not added to the order, checking the order details there has been no mention of the AirPods and that’s exactly the same with the order placed today. One thing that’s odd is that we have had to place another order as of today’s date, so our contact date starts again! Had we not chased no doubt we would have missed out on the promotion which still may be the case as you say the code has to be redeemed by the 31st Jan 26.

These promotions need better communication, I have raised a complaint as although the BB order has come through and a nice reminder to return the kit we only got 4 weeks ago, we still have no conformation re the AirPods. 

Thanks 

[Alex_H]

@NigelTu Thanks for the update, I am sorry you have had this experience with your order. Did you raise the complaint on our online webform? That does go to our executive team who will investigate to help resolve this for you. 

Alex

[NigelTu]

Thanks yes I did.

[NigelTu]

Still no response or code to get the AirPods. Today get an auto text saying as no contact for 7 days my complaint closed!  I logged on line, spoke to someone who said was placing order. Total shambles and MISS SELLING! 

[NigelTu]

Why does the web complaint form not accept account numbers, my account starts GB with 8 digits, put in using all possible configuration with spaces yet won’t accept unless I put another digit on the end!  

The web complaint form says acceptance but NO confirmation of a complaint number. 

All great - not - when my orginal complaint re miss selling on AirPod promo gets cancelled via an auto text this morning after no contact! Terrible customer service 

[NigelTu]

Why does the web complaint form not accept account numbers, my account starts GB with 8 digits, put in using all possible configuration with spaces yet won’t accept unless I put another digit on the end!  

The web complaint form says acceptance but NO confirmation of a complaint number. 

All great - not - when my orginal complaint re miss selling on AirPod promo gets cancelled via an auto text this morning after no contact! Terrible customer service 

[NigelTu]

Is there a reason why EE don’t provide any means of follow up on complaints? I have given up wasting time speaking to them, and raised 2 on line complaints re miss selling using the web form. All you get after raising is an auto email saying thanks for reporting, but no means to quoting a reference number of the complaint to chase/track as they don’t provide one! What makes EE special…….Terrible customer support 

[NigelTu]