Deal for Upgrade doesn't show when going through to checkout.

[lecolexo]

Hi, I'm hoping someone can help me, please.

As of March this year, I was due an upgrade but decided against it until recently. When using the EE app over the last few days I've been presented with a really good offer that I'd like to go along with, but whenever I go to the next page it shows as full price. I assumed that it could just take a moment and would update at the final checkout, but it does not, and instead stays at the original price of £47.50

Any help would be appreciated! Thanks 🙂

Screenshot below:

 

 

 

[Katie_B]

Hello @lecolexo. 

Welcome to the community. 

I am not sure why this would be happening when selecting the offer. 

I would recommend giving us a call so our upgrades team can look into this further for you. 

Katie

[GlenDog75]

Hello @Katie_B,

I'm having the same issue - I am being offered a Galaxy S24+ upgrade at £33.66 (was £51.66) for monthly device + airtime, but there's no discount all the way up to and at checkout.

Steve

[Leanne_T]

Hi @GlenDog75 

Thanks for coming to the community. 

Have you selected to trade in your current device for a discount on the plan? 

Did you receive a text with the offer or is this showing in your EE app? 

Leanne 🙂

[GlenDog75]

Hi @Leanne_T

Thanks for replying.

My current device is a Sony Xperia 5 III, which was not originally purchased from EE (it was from O2) - I don't think the site accepts handsets that aren't Samsung devices (I do have an older Samsung Galaxy S9) - at least, not for this deal on the EE website as far as I can ascertain.

It's not clear from the offer under "here are some deals for you based on your current phone" on the EE site that you only get the offer of a (variable) discount on trading in an old device. It does state a price £33.66 (was £51.66) for the monthly device and airtime for a Galaxy S24+, with a yellow banner at the top saying "Save up to £360 and claim Buds2 Pro", then also it states in the 'specs' section in the middle of the offer that you can "Save up to £432 with trade in".

It doesn't specifically state that the price offered (a specific price) depends on what appears to be variable maximum trade-in savings. To me, it looks like the offer is the offer and you can, thereafter, save on trading in your old device.

I have just left an O2 contract and my contract with EE ends in June 2024, so I was looking for a good deal for an upgrade, which I otherwise wouldn't bother with.

Thanks,
Steve

[Leanne_T]

Thanks very much @GlenDog75 

In this case, please call us on 150 an dour mobile guides will get this offer looked into for you and help you with the upgrade.

Leanne 🙂

[GlenDog75]

Hi @Leanne_T 

Thank you. I'll give that a try.

Steve

[Leanne_T]

No problem @GlenDog75 

Leanne 🙂

[joeu1998]

Any luck with this @GlenDog75 and did EE honour the offer price that you were seeing?

I'm getting the same kind of misleading offer on the EE website, which doesn't track through when clicking "view deal", and I suspect it's only attainable if I give EE my current device which I purchased directly from Apple up-front, not via EE and not on a contract. This surely must be verging on false advertising if I am correct, and it should probably be reported - it's extremely misleading and there are many reports of this in these EE forums with very vague responses from EE moderators, like the ones above.