Returns

[aliza3]

I accidentally purchased an additional line assuming it was an upgrade since I received a notification saying I’m eligible to upgrade my contract. I contacted EE last week and ordered an iphone 14 pro as an upgrade after being told I can return the additional line which I have been trying to do. I requested a return online last week, decided to give it a few days but got no response. Now I’m trying to call the returns team but I’ve been on the phone for way over an hour and I’m just getting no answer. This is getting ridiculous! I’m cutting it close to the 14 day period too so it’s quite urgent I get this additional line returned ASAP or I’ll end up paying for 2 iphone 14 pros. Please help.

[Schockwave]

Hello @aliza3 ,

Welcome to the community,

I would suggest hanging up and trying at a different time to ring them, probably best time would be early in the morning, as they would be very busy with orders, due to the new phone having been released.

@Jon_K , are you able to help?

[aliza3]

Hello, 

Thank you for the reply. I rang up early in the morning today but had no luck getting an answer. I’ll try again early tomorrow if I don’t get an answer but I’m just worried since I ordered this additional line on 13/09/2022 and I have till tomorrow to process a return. 

[Schockwave]

@aliza3 , have you tried at a different time of day? You should not be waiting more than 30 minutes for someone to pick up the call. I would suggest hanging up and trying again, you should get through at some point.

[aliza3]

I will try again later today. I’m aware they close at 5 and if I still struggle to get through I will try again first thing tomorrow. I’ve sent off another returns request online, just desperate to sort this out since tomorrow is the last day of the 14 day policy.

[Leanne_T]

Hi @aliza3

Thanks for coming here. 

Have you completed the online form found in our Returning a phone or device within 14 days, Help page? 

Once this has been completed, a member of the returns team will respond to your request within 72 hours.

Leanne. 

[aliza3]

Hello,

Yes I completed and submitted the online form last week after receiving my upgrade but got no response. Hence why I decided to call up but I’m unable to get through. I have sent off another returns form online this morning too.

[Leanne_T]

I see @aliza3

As long as this has been completed within 14 days, the team will get back to you as soon as possible. 

You can call the team on 0800 079 0103. 

Leanne.

[aliza3]

Thank you for your response. So will I still be able to return the additional line after the 14 day period if I’ve already completed the form? 

[Leanne_T]

Hi @aliza3

If this has been completed, the team will be aware you wish to return the additional contract. 

Leanne.