13-10-2016 01:11 PM
I have built up over £150 worth of credit on my phone through monthly pay as you go top-ups. I have a Samsung Galaxy Ace, which I would like to upgrade to a Samsung J3. If I continue with PAYG or switch to a monthly contract, will I lose my credit? I'm hoping not as long as I remain an EE/Orange customer and I keep the same phone number.
13-10-2016 01:21 PM - edited 13-10-2016 01:24 PM
@lucybaileywest You're credit should be transferred over to your account if you move to a payment for the contract.
The best way to make sure this does happen is to go to your local store or call customer services as this would not be an upgrade but a new contract.
13-10-2016 01:26 PM
& if you stay on PAYG you just move your SIM to the new phone if it fits. If it doesn't you get a replacement SIM with the same no. The credit resides on the SIM's mobile no., not the phone itself.
13-10-2016 01:28 PM
Many thanks for your quick response. When I went into the EE store at Brent Cross in London, I was told that I could only transfer a maximum of £30 credit to a new phone. But I find that hard to believe if I keep a contract with EE/Orange. At the moment, I'm only on PAYG, but I would consider taking out a contract to get the Samsung J3. I was told the best deal would be £120 for the phone and a one year contract of £10pm. But even then I could only transfer £30 of my credit, which would mean losing over £120.
I've been offered a better deal with Virgin, which I'll take up unless I can transfer all of my credit over to the J3 with EE/Orange.
Is your answer an official EE/Orange answer or just a kind member of the public answer?
13-10-2016 01:39 PM
We are just users, like you, who happen to know about such things.
For an official EE stance I'll try & get you the attention of 1 of the EE staff here. @Karen_C, can you help?
13-10-2016 02:42 PM - edited 13-10-2016 02:44 PM
13-10-2016 03:32 PM
Your best bet is to just leave EE all together!
They just lie lie to all their customers and only think about taking money and not how to treat their customers!
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