Friends & Family code not working

[user27638949t]

Trying to order new sim only plan - all rounder for iPhone - but site is not letting me apply F&F code. Getting below error message. 
I did try with the non-iPhone all rounder plan and the code works. But I want the iPhone plan for the free Apple Music inclusive extra. 
Why is this code not working on the iPhone plan? It doesn’t say is a time-limited offer or has any promotional discount applied to it. 

Am I able to order the non-iPhone plan and change afterwards? Or will this remove the F&F discount even though is same price?

Very confusing and frustrating - hope someone from EE can clarify/escalate this?

 

[Matt_124]

What is the price of the All Rounder plan that you are trying to apply your code to?

[user27638949t]

They are both full price £42….

[Matt_124]

I have just tried a test purchase of the same as an Upgrade and it is applying my discount, so I'm unsure why it is not working in your case. The plan is definitely eligible for discounting.

Could you try this on another browser or device?

[user27638949t]

Thanks. I’m trying to do this as a new sim only rather than upgrade. So very strange. I can see a couple other posts people having similar issues.

I can try another device later on today and let you know….

[user27638949t]

Have tried on a different browser on a laptop and still getting the same error. 
Any help in getting this sorted would be appreciated. 
Can’t see any reason as to why can’t apply to iPhone plan.

Is there anyone from EE you can escalate to? As can’t apply the code over the phone. 
Or is it possible to pick the non-iPhone plan (where the code works) and then change plan afterwards? But don’t want to risk losing the discount and then stuck in 2 year contract without it….

[Ali_A]

Hi @user27638949t 

If you have followed the below steps and still facing a problem, you can get in touch with the employee who gave the code to you to fill out the Internal FRIENDS & FAMILY - VOUCHER CODE NOT WORKING  webform. 

You will need to have ordered the SIM card and have it active before the form can be filled out. 


THINGS TO CHECK FIRST

1. Make sure you're accepting 'all cookies' if prompted when using ee.co.uk otherwise the voucher codes will fail. 
2. Delete cache and cookies from your browser.
3. Try typing the voucher code, rather than using copy/paste.
4. If you've previously entered the voucher and clicked 'Back' on the browser, the next time you enter the voucher again it fails. If you enter a random word in the voucher field/box, delete it and then try adding the voucher code again it should work.
5. Make sure you have not selected a 'Good as New' deal, these are not eligible.
6. Have you selected a special deal, such as a 'Trade In' deal? try selecting another phone or plan to see if the code then works.
7. Have you selected an offer? F&F discounts will not work work with other offers, please select another device/plan combo.
8. Vouchers will not work on other products such as tablets and watches etc.
9. Try using an alternative internet browser to access ee.co.uk like Firefox.

Ali

[user27638949t]

Thanks for the reply. 
If I’m honest, a little unsure about submitting the form after have took out the contract in case for some reason EE decline the discount and then stuck with that 2y contract. 

Is there anyway I can apply for the non-iPhone plan and request the Apple Music inclusive extra? Or will that cancel the discount?

Or can it be escalated to someone at EE who deals with this. Sounds like someone has just forgot to enable the friends family discount on this plan somewhere behind the scenes?

As also said, a few other people on forum have raised same issue on other plans too. 

[Michael_D]

The form would be the escalation route if the steps that @Ali_A mentioned above haven't helped @user27638949t.

If for any reason it was declined, you have the 14 day return/cancellation option from the point the new plan starts.

You'd not be able to choose the non-iPhone plan and have Apple Music added, as it would only be available on the plan that has it as an inclusive extra. Any other plan would only give you the options that come with that plan. 

Michael