topic Re: Not upgrade eligible in EE app and website

Not upgrade eligible

Gorgatron — Mon, 17 Apr 2023 17:03:18 GMT

Hi,

Am I the only one to be told by the My EE app/website to be told that I am "not upgrade eligible" when I quite clearly am?

My 2-year contract expired around 6 weeks ago but I decided to wait until I had time to properly research and make an educated decision. It has now come that time but - no matter which device or browser I use to log in to My EE - I am told that I can't do it. The dashboard says I am "not upgrade eligible", the upgrades page says "sorry, you can't upgrade this device just yet", and another page provided (as a link) in the text from EE informing me that I could upgrade says "just so you know, we're unable to let you upgrade or get another phone yet".

Only 2-3 weeks ago, I was able to browse all my available handset and SIM upgrade options without any issue. Something has been changed and, since I didn't change anything, it must on EE's hands!

I have literally just texted UP to 150 and again received confirmation that I am eligible for upgrade.

Thanks

Re: Not upgrade eligible

Northerner — Mon, 17 Apr 2023 17:17:26 GMT

Hi @Gorgatron

This could be an error, your payment history/standing with EE, credit history or one of another half dozen issues.

I suggest you speak to EE CS on 150 and find out or upgrade via CS.

Thanks

Re: Not upgrade eligible

Gorgatron — Mon, 17 Apr 2023 17:25:52 GMT

Thanks Northerner. There are two suggestions there that can be eliminated as possibilities so that narrows it down. I guess I was hoping to hear that there is a common error causing it to happen unexpectedly with many customers

Calling CS is what I wanted to avoid though as I'm unwell and losing my voice, and would much prefer to browse my options visually online rather than having someone talk me through them

Re: Not upgrade eligible

Christopher_G — Tue, 18 Apr 2023 06:41:56 GMT

There's a live chat service on our contact us page, @Gorgatron. They should be able to explain why it won't let you upgrade online, or look to get it fixed for you.

Chris

Re: Not upgrade eligible

Lottiem79 — Wed, 19 Apr 2023 20:18:52 GMT

I'm having the same issue. My contact ended on 13th April, but the app and website are telling me I can't upgrade. I've literally just received a text telling me I can upgrade, so I followed the link and there were lots of phones to choose from. However I don't need a new phone, so I want to change to SIM only, but is that an option offered to me?......NO! I think I'm going to have to call them, which will be time consuming because they will do their very best to convince me to get another phone, just like they did 2 years ago! I find this really stressful and just want a button I can press on the app to sort it out in five minutes!