Didn’t receive a trade in kit

[Benc2]

I’ve recently upgraded to the new iphone 16 pro max over the phone, agreed on the monthly price over the phone which was calculated with a discount including my trade in.

I’ve received my new phone already but still don’t have the trade in kit and my upcoming bill shows the price without the trade in discount.

[Ali_A]

Hi @Benc2 

Welcome to the EE Community. 

Great to hear you have upgraded. Have you received your new iPhone 16? 

The trade in pack usually arrives around 7 days after receiving your new device. 

Have you had a new bill generated since receiving the new device? The "projected next bill" is usually based on previous month plan costs, as opposed to the actual new deal you may be changing on to. It's best to wait until the new plan has began to check the plan details and discounts included. 
You can also confirm the correct plan and discounts one the first bill generated after plan change. 

Ali