topic Unable to upgrade online in EE app and website

Unable to upgrade online

Geml10 — Wed, 14 Sep 2022 22:13:09 GMT

I'm trying to upgrade online but it says no plans available. I've called countless times over the last few days with no avail. I have a discount code that can only be used online and after calling I was told there's nothing that can be done. I've tried on numerous devices and it let's me go through all the stages until I have to log in and then it just goes back to the start. Also been told that if I was to go into a store they also wouldn't be able to do anything. Really annoying as I've been a customer for years and have 5 contracts at the moment yet can't even get online to upgrade.

Re: Unable to upgrade online

Christopher_G — Thu, 15 Sep 2022 07:31:30 GMT

Hi @Geml10

Welcome to the community.

Were they not able to run through some upgrade options for upgrading over the phone? The EE Store should be able to give you some upgrade options too.

Chris

Re: Unable to upgrade online

Geml10 — Mon, 19 Sep 2022 06:57:07 GMT

Hi @Christopher_G, no they couldn't do anything to help. All they said was that they would look into it but i havent heard anything back off them. My husband works for openreach and its the friends and family code I'm trying to use but still having no joy and like I say I've been told over the phone that the code is only available to be used online and not over the phone or instore. Thanks

Re: Unable to upgrade online

James_B — Tue, 20 Sep 2022 08:26:26 GMT

Hi @Geml10,

Did Customer Care raise a support ticket for the issue you're seeing?

James

Re: Unable to upgrade online

Geml10 — Tue, 20 Sep 2022 13:28:33 GMT

Yes they did said it would be investigated and I would hear back in 5 working days but havnt heard anything as of yet.

Re: Unable to upgrade online

James_B — Tue, 20 Sep 2022 13:36:39 GMT

They've done the right thing in raising a support ticket @Geml10

The team will get back to you as soon as it's resolved.

James

Re: Unable to upgrade online

Geml10 — Thu, 29 Sep 2022 13:20:31 GMT

Still not heard anything and it's now well over the 5 days and still just getting the same msg when I try and upgrade online. Absolute shambles if I'm honest!!

Re: Unable to upgrade online

Leanne_T — Thu, 29 Sep 2022 13:35:59 GMT

Hi @Geml10

Sorry to hear this, please give us another call on 150 and the team will be able to look into this further for you and give you an update.

Leanne.