My Friends & Family discount has been removed

[Kiesy]

I pre-ordered the Pixel 8 Pro with the free Pixel Watch 2 on release day. My upgrade was shown as moving to the all rounder with my F&F discount of 30% applied to bring it down to £50.40 from £72 a month. I have an email confirming this.

I get my phone yesterday and swapped SIM etc. This morning I receive a text telling me that my F&F has expired???? 

I have to add, this F&F is from me working from T-Mobile circa 2007 when I left and my staff plan turned into a F&F. This was supposed to be for life. I originally got 50% discount which EE gradually reduced to 30%. How do I get this back?

[Christopher_G]

Hi @Mdyal 

Welcome to the community.

I'm sorry to hear that. We don't have access to your account here in the community. I recommend speaking to our Mobile Care team so they can look into this for you.
Chris

[31Linda]

This has just happened to me 

[Katie_B]

Hi @31Linda. 

Thanks for coming here. 

Please give us a call on 150 so our customer care team can take a look into this for you. 

Katie

[Darcymay1209]

This has just happened to me as well. 

[James_B]

Our Customer Care Team will be happy to take a look at this if you get in touch on 150, @Darcymay1209 

James

[Denbro03]

Hi all 

how was this resolved? It has just happened to me also disappointing after it’s always a part of every upgrade conversation I have and it’s always confirmed before I ever upgrade 

I have been a customer since 2008 so expect better 

[Christopher_G]

Hi @Denbro03 

Did you upgrade over the phone, in-store or through the website? Have you spoken with our Mobile Care team to see if it can be re-added?

Chris

[Denbro03]

Hi

It was over the phone and it’s written in contract saying the discount is still there
I recieved a text to say it was removed though


Sent from my iPhone

[Christopher_G]

OK, thanks @Denbro03 

If you speak with our Mobile Care team, they'll be able to check to see if it can be re-added for you.
Chris

[Nadz7]

Just spoke with EE via phone regarding a billing query and then asked about my upgrade which is due end of year.

I was told if I wanted to apply my 30% discount this can only be applied online and I would need to provide a promotional code! I tried to explain to her that I have a lifetime discount since mid 2000's same as @Kiesy and have upgraded several times with all agents of upgrade team confirming it's a lifetime discount 'No Expiry'.  To my shock the customer service agent in a condescending tone completly disregarded what I had said and regurgitated the same info that I need to provide a promotional code or the discount will not apply. 

I was taken back by the poor level of customer service I received and that I might aswell have been talking to a brick wall! 

I still have a few months till upgrade so hoping that it was just an inexperienced member of staff. Should I follow this up or wait until my upgrade is due? I still have my discount applied on current plan...