topic Re: Unable to upgrade online in EE app and website

Unable to upgrade online

RachaelR — Tue, 22 Feb 2022 18:59:34 GMT

I'm due to upgrade - the website informs me of this fact every time I log in. Unfortunately whenever I click on the upgrade link nothing happens. The only thing I can do is go directly to the shop and buy a new phone or sim but there's no option to upgrade or add my NHS perk code at checkout.

Please could you advise why the upgrade link isn't working - thanks

Re: Unable to upgrade online

LisaM22 — Tue, 22 Feb 2022 22:14:59 GMT

I’m having the same problem. I can select a phone, in fact I’ve selected multiple phones to see if it’s just specific ones that don’t work. However all phones state there are no plans available? I’ve been trying for nearly 3 weeks with my contract end date nearing.

Re: Unable to upgrade online

Jon_K — Wed, 23 Feb 2022 08:32:48 GMT

Hi @RachaelR.

Welcome to the community.

Can you try using another browser or another device and see if you have the same problem?

Are you due an upgrade or trying to upgrade early?

Jon

Re: Unable to upgrade online

RachaelR — Wed, 23 Feb 2022 09:30:44 GMT

Hi @Jon_K

Welcome to the community.

- thank you

Can you try using another browser or another device and see if you have the same problem?

- yes I have and I get the same problem. I have used different devices and different browsers

Are you due an upgrade or trying to upgrade early?

- yes I am due an upgrade and no it isn't early. The link to upgrade is there but doesn't work so I can't see my upgrade options or redeem my NHS perk which can only be done online

Rachael

Re: Unable to upgrade online

Jon_K — Wed, 23 Feb 2022 11:02:06 GMT

Thanks @RachaelR.

I'd recommend getting in touch with our Customer Care team so they can check your account.

They will be able to see if there is anything stopping you from upgrading online.

If you still can't complete it online, they should e able to honour the discount over the phone.

Jon

Re: Unable to upgrade online

RachaelR — Thu, 24 Feb 2022 09:43:53 GMT

@Jon_K thank you

I spent most of yesterday talking to various customer care people and they were unable to resolve the issue.

Re: Unable to upgrade online

Leanne_T — Thu, 24 Feb 2022 09:50:59 GMT

Morning @RachaelR

Thanks for coming back to us.

You can use your perk code over the phone on 150.

What did the team advise when you called?

Thanks 🙂

Leanne.

Re: Unable to upgrade online

RachaelR — Thu, 24 Feb 2022 10:34:10 GMT

@Leanne_T

I spoke to them via facebook messenger. They checked my account to ensure I had full account holder access and said everything was set up as it should be. They advised I would have to upgrade via 150 instead.

Re: Unable to upgrade online

Leanne_T — Thu, 24 Feb 2022 10:35:14 GMT

Thanks @RachaelR

In this case, please give us a call on 150 and the team will help you with the upgrade 🙂

Leanne.

Re: Unable to upgrade online

Robo73- — Thu, 12 May 2022 16:36:42 GMT

Same here I’m unable to upgrade online I don’t like to browse to see if any offers available,it’s becoming a real pain😬

Re: Unable to upgrade online

Robo73- — Thu, 12 May 2022 16:38:59 GMT

Sorry should be do like to browse 😂

Re: Unable to upgrade online

Katie_B — Thu, 12 May 2022 17:26:41 GMT

Hello @Robo73-.

I am sorry to hear this is happening.

Are you presented with any error messages?

Speak soon,

Katie.

Re: Unable to upgrade online

Robo73- — Thu, 12 May 2022 18:06:17 GMT

Hi,yes it just says sorry this page unavailable

Re: Unable to upgrade online

Jon_K — Fri, 13 May 2022 06:53:45 GMT

Hi @Robo73-

Can you try another browser to see if you get the same error message?

Jon

Re: Unable to upgrade online

Robo73- — Fri, 13 May 2022 07:03:27 GMT

Hi yes tried different browser same message

Re: Unable to upgrade online

Jon_K — Fri, 13 May 2022 09:03:03 GMT

Thanks @Robo73-

I'd recommend getting in touch with our Customer Care team so they can check your account.

They'll also be able to let you know what deals are currently available.

Jon

Re: Unable to upgrade online

mcmillana — Sat, 24 Sep 2022 13:54:44 GMT

The reason they have stopped you upgrading you online now is because the sales team can't receive commission that way. I've been trying for months now. I won't upgrade over the phone so I'll be cutting my services off and going to another company.

Re: Unable to upgrade online

James_B — Sat, 24 Sep 2022 14:05:20 GMT

Hi @mcmillana,

Welcome to the EE Community. 🙂

If you're unable to upgrade online, please get in touch with Technical Support who'll be able to raise a support ticket to resolve the issue with your account.

They'll be happy to help.

James

Re: Unable to upgrade online

Sheltron — Thu, 26 Jan 2023 22:27:26 GMT

Absolutely ridiculous. I’ve been having this problem for almost a year now. I’ve tried it on and off over the whole time, on iPhone, iPad, Windows PC and Mac so it’s sure as hell not the device’s fault. EE just don’t seem to care. And it almost makes it worse that I get so many notifications telling me I can upgrade. But every single link takes mea to the “upgrade” “shop” page with the jpeg of an upgrade button.

I’d warn people to stay away from EE based on their contempt for their customers. How many people need to tell them it’s broken before they bother doing something about it?

Re: Unable to upgrade online

Leanne_T — Fri, 27 Jan 2023 07:36:12 GMT

Morning @Sheltron

Thanks for coming to the community.

Have you been in touch with our tech gurus on 150 and reported the My EE account? They will be able to raise a support ticket for the upgrade options not working for you and help get this resolved.

Leanne.