I have been offered an early upgrade for free but...

[Quillseyelash77]

...my account does not reflect this.

EE text to say 'as a thank you, we are offering you ANY phone, on ANY plan right now, with no early upgrade fees.'

However when I log on both the app and the website, it still wishes to charge me the fee.

[Northerner]

Hi @Quillseyelash77 

You'll still need to pay for and new device costs it's just your remaining existing contract term you are not charged for. 

Thanks 

[Michael_D · Accepted solution]

Hi @Quillseyelash77 

Welcome to the community.

Have you selected a new phone and plan and progressed through to the checkout to see if the early upgrade fee is removed?

If it is still showing, I'd recommend giving our upgrades team a call, and they'll be able to look at this and the options for you.

Michael

[CheeseBrain]

I literally Got this sorted today. I took myself down to a store and they were very confused. The first person I spoke to had no idea what the text meant, advised that I had to pay the remaining balance (mine was 160 quid) and basically shut down the conversation and wouldn’t listen. So I spoke to another member of staff who looked into it for me, they were still confused, and advised that i contacted customer service to have them rectify and honor the text that they sent me. But in the end, after an hour of speaking to the EE online customer service, they waived the fee and I’m now getting my upgrade, but they made me pay £10 for a delivery fee, Which obviously if I had got my phone today at the store that wouldn’t have happened. I’ve ended up emailing a complaint to EE as the whole experience in the store was really embarrassing and I felt like I was just to go away, and then secondly having to pay for £10 delivery really left a bad taste of my mouth. So long story short contact EE customer service they’ll honor it and you can get your upgrade hopefully 🤞🏻 

[Chris_B]

@CheeseBrain  the delivery fee is because you did this via customer support.  Doing it online by yourself there is no charge for delivery.  
    Did you get a link in the message you received? 

[CheeseBrain]

While I understand that, I’m just annoyed that i had to pay the extra for the delivery fee due to the store not knowing what the text was about so I couldn’t upgrade in store or on the app.

there wasn’t a link in the text no, but it was tailored to my account specifically according to the man I spoke to in the shop, mostly as the text mentioned the £160 I needed to pay off, he also advised I email customer services about the inconvenience too. 

it’s all worked out in the end at least