topic Re: You can upgrade now…..but I can’t in Mobile Services

You can upgrade now…..but I can’t

Furmoman — Wed, 20 Sep 2023 00:35:52 GMT

So I used to be on a 24 month contract and when it ended I switched to a 12 month sim only deal as I didn’t need a new handset.

My phone is now getting a bit dated and I am constantly being told that I can upgrade with a new handset via messages and in the EE app so I thought I’d get an iPhone 15.

However, when I try to upgrade I am told I am not eligible for a contract with that handset? I tried with a cheapo alternative and it seems happy to let me proceed - my current bill is £60 with an Xbox add on which will expire in December and the iPhone 15 contract is around £60 so no real difference except a higher payment for the next 3 months?

Is this a credit rating thing? I have good credit and have always paid on time in the 11 years I have been an EE customer?

Can anyone shed any light on why it might not be letting me upgrade?

Thanks in advance!

Re: You can upgrade now…..but I can’t

Furmoman — Wed, 20 Sep 2023 00:37:38 GMT

Oh and forgot to say that my 12 month sim only deal ends in February, but my app constantly tells me I can upgrade for free at this time?

Re: You can upgrade now…..but I can’t

Furmoman — Wed, 20 Sep 2023 01:56:45 GMT

OK I tried again and it only seems to lock out the option once I enter my earnings - I guess 40k a year isn’t enough to own an iPhone 15?

I know that isn’t much these days but I am sure I can get a contract elsewhere on my earnings…I guess I’ll ride out the last few months and switch to a network that thinks I am financially viable….

Re: You can upgrade now…..but I can’t

James_B — Wed, 20 Sep 2023 09:48:54 GMT

Hi @Furmoman,

I'd recommend having a chat with our upgrades team on 150.

They'll be able to access your account and see if it is possible to set you up with your chosen handset.

Thanks

James

Re: You can upgrade now…..but I can’t

Furmoman — Wed, 20 Sep 2023 23:03:08 GMT

Hi James

Thank you for taking the time to reply - it seems that this was some kind of glitch as I tried again this evening and my upgrade went through just fine.

Sorry for my little tantrum, I was tired and grumpy 😂

Happy now as I get to stay with EE, who may not always be the cheapest but I have rarely had any issues with the service I get and reliability is worth it’s weight in gold.

Thanks again James

Re: You can upgrade now…..but I can’t

James_B — Thu, 21 Sep 2023 08:13:38 GMT

No problem @Furmoman

I'm happy to hear you've been able to complete your upgrade. 🙂

James