Multi line discount

[Orme2023]

I have been told my multiline discount was removed when I upgraded as it's no longer a new line - is this correct because if it is it's very misleading

I have already spoken to mobile care and there is nothing on the website to say they would be removed at upgrade and I was not told. 

[Leanne_T · Accepted solution]

Hi @Orme2023 

Thanks for coming here. 

Do you still have the original plan on your account? 

You must always have one plan on the account without a Multi-Line Discount - this is known as your qualifying plan. So, if you have just one discounted plan and you cancel the qualifying plan then the Multi-Line discount will end.

Leanne.

[Orme2023]

I have my original plan on my account, I have my line which I have had for approx 3 years, I have 2 for my sons, which were SIMO plans and upgraded them to a handset contract and these are the ones with no discount on now.  I have been told because I upgraded from SIMO its a new contract and the discounts no longer apply.  It seems misleading.  I thought you would get the discount for the duration that you have the lines?

[Leanne_T]

Hi @Orme2023 

Thanks, I would suggest getting back in touch with our mobile care team on 150 to get this looked into in more detail. 

You can find the terms of the offer in the Pay monthly multi-line discount terms and conditions, Help page. 

Leanne 🙂

[Orme2023]

Thanks, I have spoken to mobile care twice, is there anyone else I can speak to or an email i can escalate this to?

[Leanne_T]

Hi @Orme2023 

You can complete the complaints web form to get this looked into, please see the Complaints code of practice | Help | EE for the email webform. 

Leanne.