30% Friends and Family Discount Not Working

[sarahmair100]

Hi EE Community - any advice on why the friends and family 30% discount code obtained via Employee Options says 'code invalid' when applied in the promo code box in checkout.  This is for an upgrade to existing EE plan. Plan selected is not already discounted.  I've tried 150 EE Customer Team but they are unable to help and directed me to the chat function online.  Couldn't see a chat option but did go to an instant message box in the help area of the My EE site - that says a message box should pop up within a few moments to chat with one of the team but nothing appears even when I refresh.    Thanks Sarah 

[sarahmair100]

Really appreciate the help above Chris and responding on the back of Ryan's issue too - afraid none of these steps work and I'm just going around in circles.  Cleared cache, tried different browser etc The 150 customer team cannot process my upgrade over the phone using the friends and family discount code and ask me to process my order online, using online support for help with any difficulties. However, there's no response to the online chat and the help option suggests contacting the EE Community - so here I am again 🙂 !  This is really frustrating as I've been trying for 4 days now, wondering if there's a specific customer team I could escalate this problem to?

[James_B]

Hi @sarahmair100,

Was the code generated before the new year? If it was, you'll need to generate a new code as they reset in January.

James

[ryanwatty]

Hi Sarah,

I managed to resolve the issue to some extent by speaking to the online support team in the My EE App; they added the discount manually. From the looks of things, however. I haven’t got the sim plan at the full discounted price, despite the advisor assuring me otherwise. 

Hope this helps to a certain extent