Trade in Discount - no sign of my new phone!

[SabrinaWaite]

I have put in for an upgrade for the new iPhone - when I put the order in, the website optimistically said 5 - 7 days for delivery. I have had messages since saying it will take longer than 28 days but no real confirmation on when I can expect it, just awaiting delivery date. I have a trade in discount for the upgrade and the returns package has now arrived and has said I must return it by 16th October for the trade in discount to be honoured. I will not have my new phone by then and clearly will not be sending my old one in without the new one here.

Any ideas on what I need to do? Hold times for calling EE are ridiculous at the moment. I am also going to have problems with the cost of my current contract increasing as my previous trade in discount ends 20th October. Again, this would not have been an issue had the website had accurate delivery times when I put the order in. Is it a question of just sitting and holding until the call gets answered or is there another way to just flag the issue?

[Rach_H · Accepted solution]

Hi @SabrinaWaite,

Thanks for reaching out on the Community!

We won't expect your device back until after you have received your new phone, but these messages are automatic, so you may still see some of these. You don't need to worry, however, as you will not be penalised until after you have your new phone.

Regarding the discount you have on your current plan, you would need to speak with the team to confirm if this will continue, but if you give us a call, we'll be happy to help.

Rach