topic Re: Sorry, you can't upgrade this device just yet in EE app and website

Sorry, you can't upgrade this device just yet

spwatson39 — Sun, 13 Nov 2022 08:53:19 GMT

Ever since being swapped to an esim my online account says “Sorry, you can't upgrade this device just yet”. My contract ended 22/09/22. When I text UP to 150, the reply comes back “Great news: you're ready to upgrade! Check out ee.co.uk/eeup to see your offers, call us on 150, or find your local store at ee.co.uk/store-finder”, however that page gives me no options.

the esim upgrade process originally broke half way through as I could not access short texting or visual voicemail, however these issues have now been resolved. I’ve had the esim replaced in store, but still no joy.

Both the online portal and the mobile app do the same thing. And I cannot add anything to my basked in the shop.

I suspect moving to the esim has broken my account,

I’ve called customer services on this 3 times now and no fix so far.

Re: Sorry, you can't upgrade this device just yet

dap139 — Sun, 13 Nov 2022 10:30:03 GMT

Same here, I’ve been trying to upgrade but it just keeps saying no suitable plans available just now! Av spoke to support 3 times via messenger but they just keep saying it’s maintenance. Very frustrating 🤦‍♂️

Re: Sorry, you can't upgrade this device just yet

Jon_K — Sun, 13 Nov 2022 11:04:26 GMT

Hi @spwatson39.

Were our Customer Care team not able to upgrade you over the phone?

Jon

Re: Sorry, you can't upgrade this device just yet

Schockwave — Sun, 13 Nov 2022 11:25:24 GMT

Have either of you clicked on shop and then upgrade and tried there? Otherwise you will have to ring customer service as @Jon_K has suggested.

Re: Sorry, you can't upgrade this device just yet

spwatson39 — Sun, 13 Nov 2022 12:28:48 GMT

Yes tried that. Have called 3 times to try and sort this out.

Re: Sorry, you can't upgrade this device just yet

spwatson39 — Sun, 13 Nov 2022 12:29:50 GMT

Tried that. I get “just so you know, we’re unable to let you upgrade or get another phone yet”

Re: Sorry, you can't upgrade this device just yet

spwatson39 — Sun, 13 Nov 2022 20:48:27 GMT

Yes but I want to evaluate my options online first

Re: Sorry, you can't upgrade this device just yet

Jon_K — Mon, 14 Nov 2022 07:56:00 GMT

You could log out of your account to browse the online shop first, @spwatson39.

This wouldn't be trying to upgrade you so would avoid the error message.

Jon