14-03-2019 07:11 PM
Hi, today I’ve been through the upgrade process online and taken out a new contract and phone, but have received a text message to say my friends and family discount has been removed from my account.
id like to understand why as I’ve upgraded previously over the phone with no issues. If I had known that it would be removed and would have explored other options.
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14-03-2019 08:05 PM
@robneedham1979 how did you acquire the F&F discount?
14-03-2019 08:24 PM
A friend of mine who works for EE arranged the discount which has been applied to previous upgrades.
14-03-2019 08:41 PM
@robneedham1979 Does this person still work for EE ? They need to be a current employee for you to keep the F&F when you upgrade.
14-03-2019 08:49 PM
They do. I called EE this evening and was told the policy has changed so that F&F discount is removed at the end of each contract and you have to get the discount realpplied by them. They said this should have been highlighted during the upgrade process...but of course it wasn’t.
14-03-2019 09:14 PM
@robneedham1979 That’s the first time I’ve head that one.
Also so there has been no mention of this on the forum. I also get to see other areas of the forum and nothing has been mentioned there also.
14-03-2019 09:19 PM
Many thanks, it would be helpful to hear more as to whether it is the case as the policy online doesn’t appear to mention it.
15-03-2019 08:30 AM
You shouldn't need to reapply for the discount every time you upgrade. As @Chris_B has advised as long as the employee still works for EE it should remain on your account.
Did you upgrade directly with us via the EE Shop?
Can you let me know which plan you took out? If the plan isn't eligible with the discount it would have been removed.
15-03-2019 08:50 AM
Yes, I did the upgrade through EE online via the upgrade links in my account so it was direct.
The plan taken is the 4GEE max plan 60gb at £63/m which I understand is still eligible from research online.
Im kicking myself for doing it online, as previously I’ve done it over the phone and never been a problem.
15-03-2019 09:17 AM
there was no discount on the plan, and was taken with and iPhone XR 64gb
15-03-2019 09:31 AM
i called 150 last night and spoke to someone who said that the policy has been updated and F&F is now removed at the end of the contract. He didn’t offer to look into anything at all.
can you direct me to which part of the menu i should go when calling?
15-03-2019 09:38 AM - edited 15-03-2019 01:19 PM
15-03-2019 02:18 PM
@robneedham1979 Glad to hear you got it sorted.