topic Re: Upgrade problems? in EE app and website

Upgrade problems?

C93X122 — Sun, 29 May 2022 12:13:47 GMT

I received the message to say I could upgrade, when logging in to both the app and site it says eligible to upgrade but every device I click I get this message..

'Sorry Charlotte, it looks like there are no suitable plans available for this device right now'

I don’t really have time to be calling 150 and can’t find the online chat link anywhere it only pops up when it feels like it usually.

Re: Upgrade problems?

Jon_K — Sun, 29 May 2022 13:53:35 GMT

Hi @C93X122.

I'm sorry to hear this is happening.

The best way to get this resolved is to get in touch with our Customer Care team either by calling or through our live chat team. They will be able to access your account and let you know what options are available.

Jon

Re: Upgrade problems?

C93X122 — Sun, 29 May 2022 14:26:15 GMT

How do I find the online chat please? Iv been trying all day and nothing has popped up. Thanks

Re: Upgrade problems?

Schockwave — Sun, 29 May 2022 14:30:57 GMT

@C93X122 , online chat is only available when one of the staff is free from dealing with phone calls, as soon as someone is available they will answer, otherwise I would call them and wait your turn for them to speak to you, you will also be told then how long it will be before someone comes to the phone, so could be around 20 minutes depending how busy they are, dealing with customers, as some calls can take a while to resolve customers problems.