topic Re: Online upgrade not working in EE app and website

Online upgrade not working

Kayleigh911 — Wed, 02 Feb 2022 18:14:30 GMT

Re: Online upgrade not working

Kayleigh911 — Wed, 02 Feb 2022 18:17:25 GMT

I am eligible for an upgrade and when I try and click upgrade now it takes me to a page with 3 options-shop, upgrade and manage account, if I click on upgrade nothing happens. Whatever way I try and upgrade it takes me to the same page. If I try logging out and viewing the shop normally any time I I click on any of the see all deals links I get a 'sorry page not found' message. I have tried using phone and PC and various browsers, I have also cleared Internet history and cache and still not working.

Re: Online upgrade not working

Brysw — Wed, 02 Feb 2022 18:37:48 GMT

I’m having the same issue, and have been for a couple of weeks. No matter what browser, or device.

Spoke to live chat, who couldn’t help with the website problem & just kept trying to offer me things.

Re: Online upgrade not working

Kayleigh911 — Wed, 02 Feb 2022 18:59:42 GMT

@Brysw Yes I got the same when trying to go through live chat, didn't resolve the issue at all and kept getting asked, do you want me to show you the Samsung S21 deals?.. No I don't, I want to look at different phones on the site!... All I got in the end was 'well I'm on the billing team so you'll need to contact someone from tech to help as sounds like a Web issue' 🤷‍♀️ it took an hour to get to that which I could have told them myself in the first place

Re: Online upgrade not working

Christopher_G — Thu, 03 Feb 2022 07:56:34 GMT

Hi all.

Sorry to hear that you're having problems ordering over the website. If this has been ongoing for some time, and you've tried on different devices/browsers, I'd recommend speaking to our technical support team so that they can investigate this for you.

Let us know how you get on.

Chris

Re: Online upgrade not working

jags2 — Thu, 31 Mar 2022 15:07:59 GMT

im having the exact same problem - the button for upgrade doesn't work. I've tried multiple times on separate occasions now. It seems like its been an ongoing issue for months now from the msgs above. I don't want to spend hours on the phone sorting an upgrade so probably will just end my contract. you might want to get this fixed!

Re: Online upgrade not working

Katie_B — Thu, 31 Mar 2022 15:17:00 GMT

Hi @jags2.

I am sorry to hear this is happening when you are trying to process your upgrade with us.

Could you confirm if you have tried different browsers?

At what stage do you see the error? Is this before any deals load?

Katie 🙂

Re: Online upgrade not working

roseyc — Fri, 15 Apr 2022 06:53:16 GMT

i have the same issue, tech support told me it is a glitch and nothing else they can do. who do you raise this with further, otherwise i will be following suit that others have said on here and will just be ending my contract.

Re: Online upgrade not working

Leanne_T — Fri, 15 Apr 2022 06:54:24 GMT

Hi @roseyc

Thanks for coming here.

What happens when you select 'upgrade' in your My EE account?

Leanne.

Re: Online upgrade not working

roseyc — Fri, 15 Apr 2022 10:08:20 GMT

it just takes me through to that screen with the 3 boxes, where uograde button doesnt do anything

Re: Online upgrade not working

Leanne_T — Fri, 15 Apr 2022 12:06:25 GMT

Thanks @roseyc

Have you tried another browser?

Leanne.

Re: Online upgrade not working

roseyc — Fri, 15 Apr 2022 12:24:46 GMT

yes refreshed cache, differebt browsers, on phone and laptop, nothing works, tech support cant sort, think you need to have a proper look at the state of your websitr

Re: Online upgrade not working

Christopher_G — Sat, 16 Apr 2022 07:26:16 GMT

Thanks @roseyc

I've sent you a private message to get some information from you. Please have a look and get back to me.

Thanks

Chris

Re: Online upgrade not working

JJEG — Sun, 17 Apr 2022 10:36:57 GMT

Same issue here. Been a loyal customer since 2010 but got so frustrated at the online upgrade not working that I've just purchased a S22 Ultra directly from Samsung. I'll keep trying to upgrade to a sim only plan until the contract runs out but as this redirect 404 error has been going on for some time I'm not optimistic. My main contract is also due for renewal shortly and it's looking as though the same will happen.

Re: Online upgrade not working

trickstyle — Mon, 25 Apr 2022 18:26:36 GMT

Having the same problem. The upgrade button doesn't work. So frustrating

Re: Online upgrade not working

James_B — Tue, 26 Apr 2022 07:07:59 GMT

Hi @trickstyle,

Welcome to the EE Community. 🙂

Are you able to process your upgrade at ee.co.uk/upgrade?

James

Re: Online upgrade not working

BiancaH — Wed, 27 Apr 2022 09:26:01 GMT

Hi James,

Sorry to jump in here but I'm having the same issue. Assuming you can see the full thread with each individuals comments, can I suggest you have a read through as we are all having the same issue? The comments/ queries from the EE team can be answered by a 2 minute read and might save you some loyal customers.

Re: Online upgrade not working

Christopher_G — Wed, 27 Apr 2022 13:36:02 GMT

Hi @BiancaH

This only seems to be affecting some users and it could be due to different reasons. If you have tried on different devices and browsers and continue to get the same problem, I would recommend speaking to our technical support team.

Chris

Re: Online upgrade not working

BiancaH — Wed, 27 Apr 2022 13:49:40 GMT

Hi @Christopher_G

Another user @roseyc commented 2 weeks ago after speaking to the tech support team, who advised it was a glitch and that there was nothing they could do.

Is there no other viable option than ending my contract after 10 years of custom? As its passed the upgrade date I'm now paying an inflated monthly amount because of EE's technical issues.

Re: Online upgrade not working

Christopher_G — Wed, 27 Apr 2022 14:44:21 GMT

I know of people where technical support were able to fix this problem, @BiancaH. They have a diagnostic system to run through which can either help get to the bottom of what is happening specifically with your account. If they can't find out what is causing it, it can be escalated to the next level if technical support.

Since you're not able to order online, you could upgrade over the phone on 150 or in your nearest EE store.

Sorry for the inconvenience.

Chris