Friends and Family discount - Help!

[Claireg1993]

Hi,

I'm trying to upgrade my phone online, and I have an F&F discount for the first time.

I am trying to get the iphone 14, unlimited data, £76 a month, when i go through and select the plan, and the Apple one add on, it brings up a promo code box.

I type the code in and it doesn't work, apparently it only works in 'voucher code' boxes, not 'promo code' boxes. There is no option to add a voucher when I am trying to upgrade, I've tried different phones, plans, everything and it doesn't appear. 

But when I log out and pick the same plan as a new customer, it brings up a voucher box and lets me put the code in and accepts it. 

Why does it only work as a new customer?

I've been with EE since 2014, this is super frustrating!

I rang EE and they said they cant help or do 30% discounts over the phone, I need to go to webchat, I go to find webchat, and its currently not available...

What do I do?

[Jon_K]

Hi @Clairereg1993.

Are you able to try this in another browser?

I'm not sure why this would happen with an upgrade but allow you to add your code to a new line.

Jon

[Heatherlois]

I am currently having the exact same problem. Code would work on a new plan but not an upgrade. Appears it must be a technical issue and should be looked at.

I called this in and they just said that nothing can be done over the phone and it is just 'one of those those things'.

[James_B]

Hi @Heatherlois,

Welcome to the EE Community. 🙂

Is the plan you're trying to upgrade to already discounted?

Have you tried clearing your web browsers cookies and cache before trying the code again?

James

[Heatherlois]

Thank you for your response,

The plan was not already discounted it nor a trade in. I had tried to clear cache and nothing seemed to work. I followed the steps provided as a response to a similar question and I managed to get the code to work by typing in a random word into the promotion section, clearing the section and then re-entering the code.

Hope this works for others.

[James_B]

Thanks for sharing your solution @Heatherlois 🙂

James