Hi I've just upgraded to a s25 ultra. The upgrade package said there was an accessories package that comes with the new plan,included was meant to be a fast charger , a set of buds 3 and a clear case. The phone was delivered today but no accessory were included.

Hey there @Andycampbell, the terms and conditions can be found here:https://www.idmobile.co.uk/claim-your-offer“Purchase a Samsung Galaxy S25 Ultra (any capacity) between 07/02/2025 - 27/02/2025 on selected 10GB, 50GB, 100GB or Unlimited data tariffs, excluding SIM free purchases, and receive an accessory bundle including a pair of Buds3 Pro, a 45w Charger and a Clear Case usually £288.99 in total.The Samsung Galaxy S25 bundle will be dispatched with your order. Not valid in conjunction with any other offer (unless expressly stated in that offer).For more details on eligibility and full Terms and Conditions visit S25 Bundle Offer Terms & ConditionsThe bundle offer is non-transferable, no cash alternative. If the purchase is returned, the Buds3 Pro, 45w Charger and Clear Case must also be returned.“This is only valid on specific unlimited data tariffs. This would’ve been shown that it was included when ordering, and if not received with your order, that would mean you ordered a plan that was in-elgible I’m afraid.Thanks,Tyler

Hi @AndycampbellYour best bet is to use the Live Chat to talk to an advisorhttps://www.idmobile.co.uk/live-chatWhen you open the chat type ‘talk to a person’ in the dialogue box to get around answering all the inane chat bot questions.Please be aware that the advisors handle a few chats at a time so it may take a while to actually get a chat started and thenget replies, so make sure you have the time set aside to do this.Good luck x

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