Friends and family code not working

[Hannahjade89]

Please help I am at my witts end, I have a friends and family discount code from a friend who works at BT. 

The code is vaild, I have checked the T&C and it is valid for all new plans and upgrades. 

I am trying to upgrade my line to the iPhone 14 Pro, 256gb, at 25gb data a month.

But I get an error message saying

"This code is not vaild with your current selection. Please make sure you meet all the conditions of this promotion"

I have tried talking to the live chat people and they have been unable to help, there doesnt seem much point going into a store as it has to be used at ee.co.uk. 

Any help would be amazing.

@Christopher_G I saw you help someone on this before and wondered if you could help me

[Zoe116]

Hi Chris

I’m not currently with EE so it’s a new connection 

[Christopher_G]

Hi @Sav7

Thanks for getting in touch.

You should be able to raise a form through the intranet and our Family and Friends team will look into this for you.

Chris

[Christopher_G]

OK, thanks @Zoe116.

Are you able to see if your friend/family member are able to give you a different code to try?

Chris

[Waynerc67]

I also have the same error message. I have called 150 and they can't help. This is very frustrating when I am trying to give EE my money!!

Please provide a solution.

Thanks

[Christopher_G]

Morning, @Waynerc67

Did you follow all of the steps I listed above?

Chris

[Waynerc67]

Yep. I even used Firefox, tried another plan, typed in the code not cut'n'paste, and I am still getting the same error message.

[Christopher_G]

OK, thanks @Waynerc67

I would recommend asking your friend or family member to raise this internally with our Family and Friends team.

Hopefully they can get this sorted for you.

Chris

[Waynerc67]

Thanks. Do you have contact details for Family and Friends team?

[Christopher_G]

Your friend/family member can contact them through our intranet, @Waynerc67.

Chris

[Christopher_G]

Hi @Zoe116, @Sav7 and @Waynerc67.

Could you all please make sure that you follow the steps in step 4 please. I've just spoken to another user who confirmed that following that step fixed it for them:

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.

Chris