Is Trade In classified as a discount.

[Embraer]

I’m a broadband customer with EE and as a result I qualify for the EE One offers. My contract has just ended on my iPhone 15 Pro so was pleased when I went online I found a deal for an iPhone 17 Pro 512gb with an All Rounder package for £68 over 24 months including the price of my trade in. Overnight after placing the order it got cancelled and when I queried it EE said because the trade in is taken off in 24ths over the term of the contract rather than as a lump sum it is considered a discount and you aren’t allowed two discounts on an order

Before I take this further, possibly to Trading Standards, would anybody be able to point me to somewhere on the EE website that backs up their claim?

[Northerner]

Hi @Embraer 

You can only have one applicable discounts on your account and benefit which reduces your monthly payment is classified as a discount. It says under the legal bit on the unlock the one site: 

EE One: EE Broadband customers are eligible to take discounted unlimited data mobile SIMs. Up to £20 a month discount compared to the price paid for identical unlimited data mobile SIMs by non-EE Broadband customers. Existing eligible EE pay monthly mobile plans charged at £10 a month or more will also be boosted to unlimited data. You will be able to switch to the discounted unlimited data mobile SIMs on your current plans when they become eligible for upgrade. Not compatible with any other discount, including multi-line discount. If you cancel your EE Broadband plan you will no longer be eligible for EE One benefits and any unlimited data boosts will be removed. EE One plans taken on or after 13/11/25 will increase by £10 a month. EE One plans taken before 13/11/25 will increase by £20.

Your trade in would be a second discount.

Thanks 

[Embraer]

Correct, but I’m trading in a phone with intrinsic value so how is that a discount? A discount is a gift surely?
When I was upsold by EE to keep my broadband with them I was extolled on the benefits and the discount it would give, at no point was I told that I couldn’t trade in my old phone when I upgraded

Looks like I’ll be moving away from EE with both my mobile and broadband at the earliest opportunity if this is how they convince people to sign up to new products, I’ve already a PAC

[Embraer]

Follow up conversation with Executive Complaints team after submitting an online complaints form and it appears that the deals on the iPhone 17 Pro DO allow for the EE One discount AND trade in and their investigations found the digital sales team was ignorant of this so I’m now in the process of re-submitting my order