Upgrade - new problems

[Milecki]

Hello.

I recently struggled to connect a new SIM card to the phone I received as part of my contract extension.

After many attempts, I succeeded and I hope it stays that way.
I have a different problem, actually, it's not mine. This morning I received a notification that I will be receiving a new phone... the same one I received a few days ago.

Any ideas?

Thank you.

[Debbie_G]

Hi @Milecki.

Welcome to the Community.

I'm glad to hear you were able to get your new SIM up and running.

Can you let us know where you received the notification about another phone being sent? Was this by text or email?

Is there a second order showing on your account at all?

Debbie

[Milecki]

Thank you for your reply, Debbie.

I received the message via email: "We've sent your new device."
It then lists the same phone I already received, along with information about a code being sent for pickup.

There are no additional orders on my account. I only ordered the phone once.

Best regards.

[Debbie_G · Accepted solution]

Thanks for confirming this, @Milecki.

If there are no additional orders showing on your account and you’ve already received the phone, it may be a duplicate notification. 

As we can't access your account details or order information here on the community, I'd recommend getting in touch with our customer support team so they can check your order history and investigate further.

Debbie

[Milecki]

I'll wait until tomorrow to see if I actually receive the code.

I also think it's the same message being sent again, only later.

Thank you very much Debbie.

[Debbie_G]

Thanks for letting us know, @Milecki.

Hopefully, it’s just the same notification being sent again and there’s nothing further to worry about. Let us know how you get on tomorrow.

Debbie

[Milecki]

Hello again.
Terrified by problems getting my new phone to work, I decided to return it (Fold6). My old phone, a Flip6, was supposed to be included in the purchase. Since I returned it as part of canceling my new service (Fold6), I thought the matter was over. Nothing could be further from the truth. They kept demanding my phone back (Flip6), and I was practically threatening. I spoke to the EE helpline. I was informed that the phone had arrived at EE (Fold6) and that the return was being processed. It wasn't. Today, they were demanding a Flip6. I've had enough. I've decided to cancel all services except for the on-time delivery service. I'm fed up with EE treating customers like intruders. It's a shame, as it's been 10 years of working with them. Best regards.

[Ali_A]

Hi @Milecki 

Sorry to hear you had issues regarding your trade-in still being chased even though you had cancelled the upgrade. Sometimes it can take a couple of days for the system to match that the upgrade had been returned. 

Our customer service team can manually raise a ticket for the trade-in team to cancel the return request when the upgrade has been cancelled. This would stop the automated reminders. 

We're sorry for any inconvenience and frustration this had caused. 

Ali 

[Milecki]

Thank you very much for the reply.

I wrote because I was upset to feel poorly treated after all these years. To make matters worse, during yesterday's conversation, the agent kept me on the line for over an hour proposing new packages and subscription changes, only to state at the very end that restoring the subscription was a matter for a different department—and then he closed the chat. Anyway, I hope everything works out, and once again, thank you all for your help and attention. I appreciate it.

[Milecki]

I apologize for starting a new thread, but circumstances have changed. I'm on the verge of a nervous breakdown. In short: Some time ago, I purchased a new phone as part of my contract. I returned it within 14 days. After many days, I received notification that it had arrived. I asked for my pre-purchase service to be restored. Unfortunately, my account shows an amount £35 higher! I've had enough. I've been asking for this for a month, talking to consultants, and being assured that everything will be fine. It's not. My next bill is due in three days. If I'm overcharged, I'll sincerely thank you for your service, and after over 10 years, I'm leaving EE. I'm constantly being lied to! I apologize for wasting your time.