Issues updating

[J94619]

I’ve been offered an upgrade, I thought I purchased but didn’t receive any confirmation and now I’m lock out from upgrading? 

[Katie_B]

Hi @J94619. 

Welcome to the community. 

When did you complete your order?

Katie

[J94619]

Hi Katie,

Thanks! I think I completed it last night but didn’t receive any confirmation etc. 

many thanks,

j

[Katie_B]

Thanks for getting back to me @J94619. 

Was it a SIM upgrade or a handset upgrade?

Katie

[J94619]

Hiya,

it was a sim upgrade

[Katie_B]

Hi @J94619. 

Does your new plan show within your EE account?

What reports back when you text AL to 150?

Katie

[J94619]

Hiya,

no it doesn’t show up, when I texted it said said my current plan and that it will refresh. 

[Christopher_G]

OK, thanks @J94619 

If you restart your phone this morning, is it any better?

Chris

[J94619]

Hi Chris, 

I have but unfortunately I'm still locked out of getting an upgrade. The only options I have left is to either get charged more when the contract expires or search for a better deal from another provider. 

Thanks for your help though. 

Many thanks,

Josh 

[Christopher_G]

Thanks for trying, @J94619. Sorry to hear that you're still having a problem with this.

Have you spoken to our Mobile Care team about this?

Chris