Upgrade return

[Smb1984]

Still waiting for returns bag to send old phone back after having new upgrade. 

how can I chase this? As the phone should be returned by 12/05/23 

thanks 

[Leanne_T]

Afternoon @Smb1984 

Thanks for coming to the community. 

Please give us a call on 150 and the team can check this for you to make sure you receive the returns bag for the trade in 🙂

Leanne.

[Becs1969]

Hi 

I am having the same problem I’ve sent text after text and continuously told I’ll receive another text with 72 hours but nothing I don’t want contract I can’t afford it

[Leanne_T]

Hi @Becs1969 

Have you returned the device to us? 

If so, when was the device sent? 

Leanne 🙂

[Becs1969]

Hi no I don’t know how to I have been waiting for instructions via EE

Kind Regards
xxxxxxx xxxxxxx

[Mod edit: Please do not post personal information on the public board. Thanks!]

[Leanne_T]

I see, thanks for confirming @Becs1969 

When did you receive your upgrade? 

Leanne 🙂

[Becs1969]

Hi

No I haven’t because I don’t know how or where to send it to. I’ve tried 4 times and each time I’m told they’d be in contact with further instructions within 72 hours but haven’t received anything.

[Becs1969]

Last week, Monday I believe I started texting on Wednesday 

[Mod edit: Image rejected due to it containing personal information.]

[Leanne_T]

Hi @Becs1969 

The returns bag is sent after you receive the phone by post and can take 5-7 working days. 

If you have had the new phone longer than this, please give us another call on 150, option 2 > option 1 > option 2 > option 1 > option 1 > option 3 > continue to hold after the message stating a text has been sent then press option 9.  Our mobile care team will be able to help you get this looked into. 

Leanne.