Been offered early upgrade with no fee but...

[JckS]

Hello EE community,

I've been offered early upgrade with no fee.  I choose the phone and the plan, added it to the basket and at the checkout there is an upfront cost which is understandable but also an early upgrade fee.

I already spoke with one of the EE agents but the person was unable to help me and insisted that I had to pay fee because I tried to do early upgrade. Also I sent screen shots to this person with proof. No luck.

Maybe someone here can help? 

I attached 2 screen shots here.

[Leanne_T]

Hi @JckS 

Thanks for coming here. 

Does your My EE account show £0 upgrade fee or that you are eligible to upgrade? 

Can you text UP to 150 and let me know the reply? 

Leanne 🙂

[JckS]

Hi @Leanne_T 

Thank you for your reply, so on the My EE it says that. "Treat yourself early" then "Get 100% off Early Upgrade fee.

There's never been a better time to upgrade"

Also when I click on Upgrade Early it say "Nice! Get a deal on your upgrade"

We've removed your early upgrade fees on selected plans. You can upgrade 130 days early, you just need to spend the same (or more) monthly.

At the moment I paid £53 a month so I chose plan for £66 a month and still at the checkout showing that I have to pay upfront cost + early upgrade £168.

Any idea why?  

[Jon_K]

I'm not sure why this would happen, @JckS. We may be missing something here.

I'd recommend contacting our Customer Care team so they can check your account.

Jon

[Macca39]

I have just had the same thing on my account, except mine showed there was no fee and allowed me to process the order, but asked me to call through, I have a feeling that there may be an issue with the My EE account system.

 

[Katie_B]

Hi @Macca39. 

Please be sure to let us know following your phone call to customer care. 

Katie

[Macca39]

Hi Katie,

They have also refused to honour the upgrade so I have made a formal complaint.

Andy.

[Leanne_T]

Please let us know how you get on, once the complaint has been looked into and the team get back to you @Macca39 

Leanne.

[djwilliams00445]

what was the verdict on this as I believe the same has just happened to me. I had an upgrade fee of 475 then a day later it tells methis is what was said on my ee upgrade page “Nice! Get a deal on your upgrade
We've removed your early upgrade fees on selected plans. You can upgrade 297 days early, you just need to spend the same (or more) monthly.

so I upgraded online and no mention of upgrade fee so I am just waiting now to find out wether I have a fee or not. 

[prets]

Same happened to me last friday , i done formal complaint witj screenshots etc , lets see