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by robneedham1979 Contributor
Contributor

Why has my friends and family discount been removed

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.

 

thanks

1 SOLUTION

Accepted Solutions
by robneedham1979 Contributor
Contributor
Solution

Re: Why has my friends and family discount been removed

Hi Leanne,

 

i called back back and the chap I spoke to was much more helpful, didn’t understand what I was told last night and has put the F&F discount back on to the account.

 

thank you for your help.

 

Rob

18 REPLIES 18
by Grand Master
Grand Master

Re: Why has my friends and family discount been removed

@robneedham1979 how did you  acquire the F&F discount?  

by robneedham1979 Contributor
Contributor

Re: Why has my friends and family discount been removed

A friend of mine who works for EE arranged the discount which has been applied to previous upgrades.

by Grand Master
Grand Master

Re: Why has my friends and family discount been removed

@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.  

by robneedham1979 Contributor
Contributor

Re: Why has my friends and family discount been removed

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. 

by Grand Master
Grand Master

Re: Why has my friends and family discount been removed

@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.  

 

Perhaps @James_B  or @Christopher_G  can shed more light on this.    They’ll be back on here tomorrow with a reply. 

by robneedham1979 Contributor
Contributor

Re: Why has my friends and family discount been removed

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. 

 

 

by
EE Community Team

Re: Why has my friends and family discount been removed

Morning @robneedham1979,

 

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.

 

 

Alex 🙂

 

 

by robneedham1979 Contributor
Contributor

Re: Why has my friends and family discount been removed

Hi Alex

 

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. 

 

Thanks

Rob

by
EE Community Support Team

Re: Why has my friends and family discount been removed

Hi there @robneedham1979

 

Thanks for coming back to us.

 

Was the plan discounted at all?

 

Also, what phone have you ordered?

 

Leanne 🙂

by robneedham1979 Contributor
Contributor

Re: Why has my friends and family discount been removed

Hi Leanne,

 

there was no discount on the plan, and was taken with and iPhone XR 64gb

 

thanks

Rob

by
EE Community Support Team

Re: Why has my friends and family discount been removed

Hi @robneedham1979

 

Thanks for the quick reply.

 

Have you spoken to our Mobile Care Team?

 

They will be able to get this looked into for you and see why this has been removed.

 

Leanne.

by robneedham1979 Contributor
Contributor

Re: Why has my friends and family discount been removed

Hi Leanne,

 

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?

 

thanks

 

Rob

by
EE Community Support Team

Re: Why has my friends and family discount been removed

Hi @robneedham1979

 

If you call 150 and select option 1 and option 2 for account queries.

 

Or you can chat to us, you can access our online chat team at the bottom of this page, they will be able to help you with this.

 

Let me know how you get on 🙂

 

Leanne.

by robneedham1979 Contributor
Contributor
Solution

Re: Why has my friends and family discount been removed

Hi Leanne,

 

i called back back and the chap I spoke to was much more helpful, didn’t understand what I was told last night and has put the F&F discount back on to the account.

 

thank you for your help.

 

Rob

by
EE Community Support Team

Re: Why has my friends and family discount been removed

Brilliant news @robneedham1979 

 

Glad you got this sorted and your discount is now been added!

by Grand Master
Grand Master

Re: Why has my friends and family discount been removed

by robneedham1979 Contributor
Contributor

Re: Why has my friends and family discount been removed

Me too...the help is greatly appreciated!

by
EE Community Support Team

Re: Why has my friends and family discount been removed

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