Friends and Family - contradictory process

[mahekkp88]

Hi Members,

I am trying to get the friends and family discount added to a new line ( SIM only ) but at the promo code it gives me an error saying that the code is invalid. I have tried two of these codes generated by a friend of mine working at BT but no luck.

Customer Contact 

1. I rang up 150 and was told that since its a new offer, the code isn't valid and will need to select a full price offer which currently the web checkout doesn't have any. He tried to connect me to the sales team but told me this needs to be done via chat.

2. I opened the chat and the agent told me that the friend working at BT needs to apply the code on the friends and family portal once I have taken a new line which contradicts to the Friends and Family T&C's which says that the code cannot be applied once you have purchased the new line.

The friend who has generated the code only has option to generate and share the code via email or text but nothing further.

The process on the friends and family portal is outdated too as it says to apply in the extra's section which used to be an option last year at the end of checkout.

Could anybody help me with the actual process and set my new line with the code please?

Thanks

Can anybody help

[Chris_B]

@mahekkp88  unless it’s changed which I don’t think it will have because this was a rule that I’m pretty certain EE brought out last year you have up to 6 months to call customer services for them to apply the code to your account. 

[Alex_H]

Hi @mahekkp88,

Thanks for visiting the EE Community 🙂

For clarification will this be your first line with us, or are you adding a second line to an existing account? 

Which is the SIM offer you are trying to apply the discount code to? 

The friends and family discount should be redeemed at the point of sale by entering the code in the Got a promo code? section of the basket. However if you are unable to use the code online, the employee who gave you the code can raise a form for you on our internal site as a fall back.

However the following things can potentially resolve redeeming the code online if they have not already been tried.

1. Make sure you're accepting 'all cookies' if prompted when using ee.co.uk otherwise the voucher codes will fail. 
2. Delete cache and cookies from your browser.
3. Try typing the voucher code, rather than using copy/paste.
4. If you've previously entered the voucher and clicked 'Back' on the browser, the next time you enter the voucher again it fails. If you enter a random word in the voucher field/box, delete it and then try adding the voucher code again it should work.
5. Have you selected an offer? F&F discounts will not work work with other offers, please select another device/plan combo.
6. Try using an alternative internet browser to access ee.co.uk like Firefox.

Alex
 

[mahekkp88]

Hiya,

Thanks for getting back.
I have followed the steps mentioned but still no luck, I have tried the new deal : £16 for 25GB SIM only and £20 for 100GB SIM only but it didn't like the voucher code.

I also tried it on MAC book on my partners but no luck.

Thanks 

[mahekkp88]

Thanks Chris, yes that is my last resort if nothing works.

Will keep this forum posted on how I managed to get in the end.

Thanks.

[RyanSbt]

Having the same issue as yourself, did the form work or was there any other way around it?

Thanks

[Michael_D]

Hi @RyanSbt 

Welcome to the community.

The internal form is the best way to get the discount applied if you are seeing an error and none of the steps that @Alex_H mentioned above have worked.

Can I just check, is the plan you are choosing already showing any kind of discount or offer?

Michael

[mahekkp88 · Accepted solution]

Hi @RyanSbt ,

I ordered a sim only plan via web as usual . Once order went it , I rang up customer services and they were able to apply the F&F promo code on my account.

Thats how it worked for me in the end.

Thank you everyone for the suggestions .

thanks