topic Re: Eligible for upgrade, upgrade button on any site or device does not work. in EE app and website

Eligible for upgrade, upgrade button on any site or device does not work.

mridge155 — Tue, 30 Aug 2022 17:06:41 GMT

I have used different browsers on different devices in switching in and out of private browsing modes. This is a last resort post, I am not calling customer service, I will just do without upgrading my plan.

Re: Eligible for upgrade, upgrade button on any site or device does not work.

a1mald — Tue, 30 Aug 2022 23:17:29 GMT

Same thing here.

Winds me up how many posts there are about this issue with the only response being "have you cleared your cache / tried a different browser or device".

EE, I propose you have some wonky logic that fails to generate a link around your upgrade button.

Fix it.

Re: Eligible for upgrade, upgrade button on any site or device does not work.

Christopher_G — Wed, 31 Aug 2022 07:28:01 GMT

Hi @mridge155

Welcome to the community.

I've tested this on my personal account and I'm able to upgrade through the My EE account. Could you send me a screenshot of which button isn't working for you please? Make sure you obscure any sensitive information.

Here's a link to the EE upgrade shop, hopefully this helps you get what you're looking for.

Chris

Re: Eligible for upgrade, upgrade button on any site or device does not work.

mridge155 — Wed, 31 Aug 2022 09:48:54 GMT

The middle button, the website doesn't loaf anything but with the amount of people on these forums with the same issue, got be on ee's side. Your link just brings up plans for mobile phones. I want sim only plans.

Re: Eligible for upgrade, upgrade button on any site or device does not work.

mridge155 — Wed, 31 Aug 2022 09:50:53 GMT

Clicking elsewhere in that shop brings up sims eventually but I doubt they are the upgrade offers.

Re: Eligible for upgrade, upgrade button on any site or device does not work.

a1mald — Wed, 31 Aug 2022 11:25:24 GMT

I have checked the offending button in dev tools and it's a problem on your website - the button is rendered simply as a div, instead of an anchor.

I suspect you have some broken logic in your conditional.

Enough back and forth, please forward this to whoever looks after shop.ee.co.uk.

Button not rendering as an anchor

Re: Eligible for upgrade, upgrade button on any site or device does not work.

a1mald — Wed, 31 Aug 2022 11:30:46 GMT

Also, it's terrible UX to render something that looks like a button and to suggest to the user that it is a button when it's not.

If the displaying of the button doesn't meet a certain condition then don't display anything.

Or better yet, display a notice explaining what the condition is and why it isn't being met.

Re: Eligible for upgrade, upgrade button on any site or device does not work.

a1mald — Wed, 31 Aug 2022 11:31:13 GMT

Better yet, hire me and I'll fix the sodding thing myself.

Re: Eligible for upgrade, upgrade button on any site or device does not work.

a1mald — Wed, 31 Aug 2022 11:36:17 GMT

Is sodding a bad word? I'm not sure now.

If it is, let me know and I'll take it off my CV.

Re: Eligible for upgrade, upgrade button on any site or device does not work.

Christopher_G — Wed, 31 Aug 2022 11:49:53 GMT

Thanks for the detailed response, @a1mald. The same button works through my personal My EE account on Google Chrome.

Which browser are you using? I'll feed this back.

Chris

Re: Eligible for upgrade, upgrade button on any site or device does not work.

mridge155 — Wed, 31 Aug 2022 12:07:48 GMT

Chris, your responses arent useful at all. There are many people with this problem so telling me because it works on your account you're implying that there's no issue at all. I'm pretty sure people have tried every browser under the sun to get it to work.

Re: Eligible for upgrade, upgrade button on any site or device does not work.

Christopher_G — Wed, 31 Aug 2022 12:33:39 GMT

I'm sorry if it came across that way, @mridge. I've already fed this back to the My EE team for them to investigate, with the screenshot that was posted above.

I mentioned it not doing the same thing on My personal account to show that this isn't a problem for every user, so we need to find out why it is not working for some, and is working for others.

Chris

Re: Eligible for upgrade, upgrade button on any site or device does not work.

a1mald — Wed, 31 Aug 2022 13:24:43 GMT

Out of interest @mridge155, is the contract you're trying to upgrade a phone contract or SIM-only contract?

Re: Eligible for upgrade, upgrade button on any site or device does not work.

mridge155 — Wed, 31 Aug 2022 13:31:30 GMT

Sim-only, @a1mald.

Re: Eligible for upgrade, upgrade button on any site or device does not work.

a1mald — Wed, 31 Aug 2022 13:40:46 GMT

@mridge155 thanks, that's 2 SIM-only so far, I'll ask others.

One other thing, when you visit the Plan section of My EE, do you see a picture of your current device model?

Re: Eligible for upgrade, upgrade button on any site or device does not work.

a1mald — Fri, 02 Sep 2022 09:46:36 GMT

Hi @Christopher_G, any update?

It appears to be affecting SIM-only accounts.

Thanks!

Re: Eligible for upgrade, upgrade button on any site or device does not work.

James_B — Fri, 02 Sep 2022 10:06:21 GMT

Hi @a1mald,

Our My EE Team have been unable to replicate the issue.

Please get in touch with Technical Support so the team can raise a fault ticket for your individual account.

They'll be happy to help.

James

Re: Eligible for upgrade, upgrade button on any site or device does not work.

mridge155 — Fri, 02 Sep 2022 10:36:24 GMT

@James_B,

Well, it's still not working so i guess ill attempt to message technical support... Oh wait, the start conversation button isnt appearing... Can anyone at EE program a goddamn button? The incompetency is staggering and like I said im not wasting my time phoning up, I'm wasting enough time on here as it is...Been waiting 10 minutes.. no start conversation button. Frustrating.

Re: Eligible for upgrade, upgrade button on any site or device does not work.

mridge155 — Fri, 02 Sep 2022 10:37:45 GMT

@a1mald,

Don't think there's a picture on that section that i can see.

Re: Eligible for upgrade, upgrade button on any site or device does not work.

James_B — Fri, 02 Sep 2022 10:40:54 GMT

Hi @mridge155,

I've just checked our contact us page and the start conversation button is showing as normal. Are you connecting via a VPN?

James