Upgrade trade in

[Cwinterbone97]

I upgraded my phone to the (iPhone 13 Pro Max 256gb-graphite) online last night and my order has been confirmed, and the order involves me trading in an old phone that qualifies for the offer and I would like a rough idea when I’ll receive my pre-paid envelope so I can send my old phone off? As I worry incase it takes a while to arrive and I end up getting charged my monthly bill without the £12 discount (trade in offer).

[Esetterfield1]

Hello,

I have received my new phone today 22/02/22. I upgraded on 15/02/22 with a trade in to an iPhone 13 pro. I haven’t received an envelope to send my old device back for the trade in.  Will this come separately? If so when should I receive this? 

kind regards,

Ellie 

[Christopher_G]

Hi @Esetterfield1

Yes, it's sent separately. If you don't receive it within a couple of days, have a chat with our mobile care team who'll check it from our side for you.

Chris

[Esetterfield1]

Thank you @Christopher_G 

[Leanne_T]

Let us know how you get on @Esetterfield1

Leanne 🙂

[Esetterfield1]

Hi @Leanne_T I haven’t received a package to send back my phone for trade in and I can’t find the option to start a conversation in the contact EE page. 

Ellie 

[Leanne_T]

Hi @Esetterfield1

The trade in package is sent by Royal Mail. 

If this is not delivered early next week, please call us on 150 and the team will help you get this looked into. 

Leanne 🙂

[Esetterfield1]

Hi @Leanne_T 

I still haven’t received a package to send my old phone back and I haven’t been able to get through to 150. every time I ring I have tried several options and can’t get through to anyone 

kind regards, Ellie 

[Leanne_T]

Hi there @Esetterfield1

If you call 150 and select option 1, one of the team will be able to help you with this. 

Thanks 🙂

Leanne.

[Esetterfield1]

Thank you, I have got through and received my return package. Sent it back. I have tracking saying the return was delivered 16/03/22 but still received a final reminder email this morning to send it back. Hopefully this is just an automated email error as it’s been sent and received by them.

kind regards,

Eleanor  

[Tarajones13]

Hi did you receive the pre paid envelope? I’m in the same position