Additional line

[Coralierobs23]

Hey 🙂

has anyone cancelled an order and not been able to get another, I have a 15pm and got 19 months left on it, ordered 16 PM beginning of October but colour I wanted was gonna take 6 weeks which I wasn’t told at time of ordering, cancelled order, showing on the system as order had been cancelled and fully come off, 

now they’re saying that because I’m on a flex pay the account hasn’t reset so it’s in - as if the phone is still on there but it’s showing as fully come off - a web form has been sent off, 

is there a chance I will be able to order again or instead of wasting my time is it better to just buy one, each EE guide says something different, 

it’s soo frustrating 😢

[Lesley_W]

Hi @Coralierobs23 

Welcome to our community.

I'm sorry you are having trouble reordering your upgrade. It sounds like the guide you spoke to has taken steps to get this rectified. Did they give you a timescale for this?

Lesley

[Coralierobs23]

It was an additional line tht I had, then cancelled it and was told I could re order different model after 24 hours and now they’re saying I can’t have an additional line because of credit limit but the order that I did place has come off the account and been removed so I should be able to have one but nope got to wait 3/6 months apparently. So worse off now than before cancelling 

[Lesley_W]

Apologies @Coralierobs23, I can see you did say it was an additional line.

What did the original guide say the next steps were with the webform?
 
Lesley

[Coralierobs23]

They said the web form was submitted and rejected for whatever reason I don’t get how I can take one out on 13/10/2024 cancel that one, come off system and shows it’s been cancelled etc but yet I can’t apply for another one 

[Lesley_W]

That is disappointing @Coralierobs23 and I appreciate it's left you in a position where you are unsure what to do next. 

We're unable to access accounts here on the forum, so I cannot give you a definitive answer in regards to your eligibility. But it does sound like something has went wrong and this does need to be looked into by our team over the phone. Are you able to give them another call and see if they can escalate this for you?

Lesley