topic Re: Trying to upgrade but getting SORRY! WE COULDN'T FIND THAT PAGE in EE app and website

Trying to upgrade but getting SORRY! WE COULDN'T FIND THAT PAGE

Starla2019 — Sun, 13 Nov 2022 23:59:57 GMT

I've been trying to upgrade one of my phones with EE as the contract ended in October for a number of days, however, no matter how I try to upgrade I get the error 'SORRY! WE COULDN'T FIND THAT PAGE', that's either through the website or the EE app.

The phone I'm trying to upgrade, I only recently added it to my online account, my other phone whose contract isn't up until August 2023 I can click the upgrade links and I get no such error.

This is really frustrating, I don't want to ring anyone or go into a shop, I just want to upgrade online, and I'm honestly just tempted to go elsewhere at this point.

Any help would be appreciated, it's not anything to do with my browser, cookies, cache or anything like that, the links work for one phone, I've tried different browsers and different devices.

Thanks in advance.

Re: Trying to upgrade but getting SORRY! WE COULDN'T FIND THAT PAGE

James_B — Mon, 14 Nov 2022 09:54:31 GMT

Hi @Starla2019,

Welcome to the EE Community. 🙂

Have you tried clicking the live chat link that appears on the upgrade page during opening hours? The team will be happy to look into this issue for you.

James

Re: Trying to upgrade but getting SORRY! WE COULDN'T FIND THAT PAGE

Starla2019 — Mon, 14 Nov 2022 11:50:53 GMT

Hi @James_B

No I haven't, any links to upgrades or the shop which results in the above error so I'm never presented with the live chat.

Do you have a direct link or anything?

Re: Trying to upgrade but getting SORRY! WE COULDN'T FIND THAT PAGE

Starla2019 — Mon, 14 Nov 2022 11:53:10 GMT

Also tried going on the upgrade page with the account which works, cannot see any option for live chat.

Re: Trying to upgrade but getting SORRY! WE COULDN'T FIND THAT PAGE

Starla2019 — Mon, 14 Nov 2022 12:10:30 GMT

Tried live chat, when I click submit, I get the following message

"I’m sorry, but we can’t help you with this particular query using online chat here."

I seemingly have no choice but to go elsewhere.

Re: Trying to upgrade but getting SORRY! WE COULDN'T FIND THAT PAGE

James_B — Mon, 14 Nov 2022 12:59:58 GMT

Hi @Starla2019,

Have you tried just selecting the account and billing option? They should be able to report the issue with your account.

Thanks

James

Re: Trying to upgrade but getting SORRY! WE COULDN'T FIND THAT PAGE

Shawne — Thu, 02 Feb 2023 15:07:47 GMT

Hi the upgrade link still doesn’t work even if I try to go on my eye shop it’s not working I don’t have time to go sit in a shop to upgrade how can I upgrade as it’s my wife’s phone and she can’t do it while im working please help

Re: Trying to upgrade but getting SORRY! WE COULDN'T FIND THAT PAGE

Leanne_T — Thu, 02 Feb 2023 15:59:16 GMT

Hi @Shawne

Thanks for coming here.

Have you tried another web browser?

If so, please call us on 150 and our mobile care team can get your My EE account looked into for you.

Leanne.