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

[Nowsty73]

Cheers James will do now 👍

[James_B]

No problem @Nowsty73 🙂

James

[Nowsty73]

Just spoke to someone James and said because it’s 30% they can’t apply it over the phone I would need to go into store I e never heard so much rubbish?

[James_B]

Hi @Nowsty73,

They won't be able to apply the discount at the point of sale, but as you were unable to process your order online, our Customer Care Team can add the discount once your new plan has been activated.

James

[Nowsty73]

So I am safe to order the upgraded sim then get onto customer care for them to apply the discount ? Sorry to keep bugging you

[Nowsty73]

Or would I be better asking customer care ?

[Amyg86]

Hi Chris,

I am also having this problem with a friend's and family code.

Amy help would be great please

Thank you

Amy

[Christopher_G]

You could do either, @Nowsty73. If you order then give the code to customer services once it's activated (within 30 days) they'll be able to add it for you. Alternatively, if you speak to them now, they may be able to put it through with the code for you.

Chris

[Christopher_G]

Hi @Amyg86 

Did you follow these steps?

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. Make sure you have not selected a 'Good as New' deal, these are not eligible.
6. Have you selected a special deal, such as a 'Trade In' deal? try selecting another phone or plan to see if the code then works.
7. Vouchers only work on handset and SIMO, they will not work on other products such as tablets and watches etc.
8. Try using an alternative internet browser to access ee.co.uk like Firefox.

Thanks. 

Chris

[Nowsty73]

Yeah Chris tried all the steps I will get on to customer care thank you 👍