EE wants my old phone back before receiving my new one

[Andybright]

So that year again, EE get to screw us over hours spent on phone calls resolving issues being sent round in circles, never had such bad customer support. The woman on the phone told me to contact likewise who deal with the trade ins I get through to them and they tell me it’s nothing to do with them. Seriously am I just being sent round and round.

I'm worried this is gunna cause a charge because I won’t be making the deadline to hand my device back no fault of my own EE gave me a 28 day wait on my new device but the deadline is 4th October on the verge of cancelling my contract because of this 

[Schockwave · Accepted solution]

@Andybright , no, you do not need to send the old phone back until you have the new one and are satisfied with your new phone.

EE should be able to give you the answer, but I am sure I am right with this answer. Why would they expect you to return the phone as a trade in before you receive your new one, would not make sense to me.

[Leanne_T]

Hi there @Andybright 

Welcome to the community. 

@Schockwave  is correct, you won't need to return your old phone until you have received the upgrade.

Once the order has been dispatched, DPD will be in touch with tracking details for the delivery. 

Thanks.

Leanne.

[Andybright]

I eventually got into contact with EE had a really helpful gentleman sort all my problems out in the end they apologised for the first person I had spoken to that sent me on a wild goose chase, they offered an alternative phone but I said I was happy to wait.

but as for you saying they would t expect me to return the device all the trade ins (upgrade anytime)  go to a company called likewise they deal with and there was a file for my phone to be returned by 5 October so I wasn’t wrong

[Schockwave]

@Andybright , thank you for coming back and giving us the good news from customer service, you should receive your new phone before 5th October, if not just let them know, so that you do not need to send it back before you have your new phone, as customer service would not expect you to be without a phone.