Upgrade not allowing checkout new F&F code

[Pink86152]

I have an F&F code off my friend and I have been trying to use it on my upgrade that is well overdue, I get all the way through to checkout and then I get an error message of technical issues please call us….thats all fine and well however I have called numerous times and the F&F code can’t be used on the phone or in store only online. It is so frustrating I just want to be able to upgrade my phone but the web/app isn’t allowing me. I’ve cleared cookies and cache, used different browsers, different devices and still no joy and no new phone! Anybody help or fix the online ‘technical issue’ 

[Alex_H]

Hello @Pink86152,

Thanks for visiting the EE Community

I am sorry to hear you are having an issue checking out with your friends and family code. It sounds like you have tried most things we would recommend when having an issue checking out. In terms of resolving the technical issue if none of that works it would require that a ticket is raised with our technical team to help resolve it. Once that is fixed you can then checkout online.

Its unclear from your reply, but are you able to get to the basket and apply the code and it is accepted, but when you try and take it further that is when it comes up with the error? 

Because as an alternative if you are unable to complete an order online, you can complete it through another channel such as over the phone and then have your friend fill out a form available via our colleague products portal to have the discount applied manually.

However it can only be applied manually to eligible plans, the f&f discount cannot be used with any other discounts including trade-in scheme discounts, good as new discounts or special discounted offers. So if you can get to the checkout and enter the code you can use that to make sure its eligible, take the same offer out in another channel and then have your friend apply for the discount to be manually added. 

If you are unable to get to the basket section to add your code, you can still do the same thing, just make sure to double check that the plan you are taking is not discounted in any other way. 

Alex

[Pink86152]

Hi Alex,

It allows me to do everything so choose phone, plan, extras if want them, adds the code and then when I select checkout that’s when the error happens. I was told by tech and sales that the code can’t manually be done as it just changed how they do it. 

[Alex_H · Accepted solution]

@Pink86152 You cannot add the code with a sales agent over the phone no, it can only be done online. But if you are unable to complete your order online, you can take out a contract then have your employee friend send your details to the f&f team for it to be added manually after the contract is taken out.

As its allowing you to add the code to your plan online the plan and phone you have chosen must be eligible so if you take out that same plan with an agent you should have no issues with your friend then requesting it to be manually added.

Alex