topic Re: Unable to upgrade to device plan online in EE app and website

Unable to upgrade to device plan online

Cyrus1804 — Fri, 14 Apr 2023 19:45:31 GMT

Trying to upgrade from a Sim only which is out of contract, My EE app and website both only provide more Simo offers and unable to select device plans.

Credit is good and address is up to date. I'm able to add an additional line but this isn't what I want. I have a F&F discount to add so can't upgrade over the phone or in-store as discount can only be added online as per t&C's.

Re: Unable to upgrade to device plan online

Katie_B — Sat, 15 Apr 2023 10:00:11 GMT

Hello @Cyrus1804.

Welcome to the EE Community.

I am sorry to hear this is happening.

I have sent you a private message for more details.

Katie

Re: Unable to upgrade to device plan online

a_carton_ — Tue, 05 Sep 2023 00:12:57 GMT

I have almost exactly the same problem now, as Cyrus@804. I am offered by a text link to my mobile a new online deal I have to select for my sim only out of contact sim card because they are telling me now I have to change from my original out of date contract BUT I can't find that online only offer anywhere in my EE app to change to it.

I have a deadline to select that offer before 29 September 2023 and if I don't select that offer they will transfer me to a dearer offer without roaming. I can't select that offer over the phone or in a shop. How do I select an online offer through my app (the link tells me I have to go into my app to select the online offer) where there is nowhere on the app that shows me or lets me change to the offer they have sent to me in a text link. When I click on the link in the text saying select this plan, it tells me I have to login into my app to select this offer. Then it just takes me to the login on my app (when I am already logged in anyway). I duly log in and can't find the offer in my app anywhere or anywhere in the app to let me change my plan? HELP.

Re: Unable to upgrade to device plan online

Katie_B — Tue, 05 Sep 2023 06:36:44 GMT

Good morning @a_carton_.

Welcome to the community.

I am sorry to hear your experiencing this.

Could you confirm what offer it is you are looking to go for?

Katie

Re: Unable to upgrade to device plan online

a_carton_ — Tue, 05 Sep 2023 08:42:12 GMT

I am looking for this online exclusive to me offer =
[cid:e8b6abeb-d66b-4b30-8867-d6e73877ad97@GBRP265.PROD.OUTLOOK.COM]

Sent from my iPad

Re: Unable to upgrade to device plan online

Katie_B — Tue, 05 Sep 2023 09:21:43 GMT

Hello @a_carton_.

I am unable access your exclusive offer.

Could you provide me with the details as to what is included and what the cost is?

Katie

Re: Unable to upgrade to device plan online

a_carton_ — Tue, 05 Sep 2023 15:42:38 GMT

Dear Katie

I sent you a picture of the offer. But in words the online exclusive offer is
5GB data, £7 monthly plan, 24 month contract, unlimited emails & texts, free EU roaming, max speed 100 mpbs. The link comes from simoffer.ee.co.uk

Regards
Anita Carlton
Sent from my iPad

Re: Unable to upgrade to device plan online

James_B — Tue, 05 Sep 2023 15:50:29 GMT

Hi @a_carton_,

If the link you were sent isn't taking you directly to the offer, please get in touch with Customer Care so a member of the team can help.

Thanks

James

Re: Unable to upgrade to device plan online

a_carton_ — Tue, 05 Sep 2023 16:04:38 GMT

Thank you James and Katie. I will just have to ring them then. I was trying to avoid that but if I don't get any help over the phone I might have to come back to you 😞 I had no help in the EE shop.

Anita Carlton
Sent from my iPad

Re: Unable to upgrade to device plan online

James_B — Tue, 05 Sep 2023 16:09:59 GMT

They'll be happy to help @a_carton_ 🙂

James

Re: Unable to upgrade to device plan online

a_carton_ — Tue, 05 Sep 2023 16:42:38 GMT

Yayyya - it worked. No one could really say why the offer wasn't showing on my EE app but they set up my new contract for me over the phone with customer services. I am well happy. EE definitely has the best customer service (even if their app needs to improve).

Thank you Kate and James for your help now. You can close this string of emails down. I will go away now and leave you both in peace. Thanks for your advice and help.

Bye

Anita Carlton
Sent from my iPad

Re: Unable to upgrade to device plan online

James_B — Tue, 05 Sep 2023 16:49:46 GMT

That's great news @a_carton_

Thanks for coming back to let us know. 🙂

James

Re: Unable to upgrade to device plan online

morbster — Wed, 13 Sep 2023 10:02:01 GMT

I have been offered an upgrade deal which when i clikck into gives me a list of phones that I can upgrade to and in this case an iphone 14 plus for £37 per month. When I progress the screen it shows the devise cost and the monthly payment with the option of paying on flex plus but then doesnt allow me to change the upfront deposit which in this case was almost the entire cosgt of the phone and a monthly payment of a couple of quid per month. It then states at the bottom of the scree "

"no plans available, youre not eligible for any plans on this device right now"

I have tried every device and I get the same message. I am out of contract and on sim only, why is this?

I have called and the lady was totally unhelpful telling me that it was a glitch and I have logged in on several machines and at work and I get the same offers. Why cant I upgrade?!

Jasmin

Re: Unable to upgrade to device plan online

Katie_B — Wed, 13 Sep 2023 10:48:29 GMT

Hi @morbster.

Welcome to the community.

What was advised following your call?

Have you been able to speak with our upgrades team on 150? the team should be able to process this for you.

Katie

Re: Unable to upgrade to device plan online

morbster — Wed, 13 Sep 2023 12:19:32 GMT

They basically said that the cheapest they could get the iphone 14 to was 55 per month despite my upgrade options showing as 37.

They were no use what so ever and offeredf an iphone 11 for the same money 37.

Have you looked at my upgrade options so that you can see what i mean or can i send you an image

Re: Unable to upgrade to device plan online

Katie_B — Wed, 13 Sep 2023 12:22:33 GMT

Thanks for providing some screen shots @morbster.

I am unable to access your upgrade details as we have no account access here on the community.

Have you been able to try moving the contract term time down to 24 months from 36 months?

Katie

Re: Unable to upgrade to device plan online

morbster — Wed, 13 Sep 2023 12:52:51 GMT

I have tried moving the contract term, I ahve tried reducing the deposit, and I have tried every phone that has been offered, but it just doesnt allow me to select a plan in order to conclude the upgrade.

I can go to 2 mobile and get an iphone 13 with an unlimited data plan and 5g for£37 per month. according to your customer support I cant even get an iphone 11 for that.

I want to tgake up the offer of the iphone 14plus. Can you help me resolve please

Re: Unable to upgrade to device plan online

Katie_B — Wed, 13 Sep 2023 13:31:29 GMT

Of course, I really want to help get this resolved for you @morbster.

Have you tried another device?

If you continue to see this our upgrades team should be able to look further into this.

Did they ask for a screenshot of the deal you seen available?

Katie

Re: Unable to upgrade to device plan online

morbster — Wed, 13 Sep 2023 13:48:05 GMT

I have tried on 4 devices to get this resolved.

The lady I spoke to was rude and just said our website must have a glitch because you cant have one for that amount. I offered a screenshot and she wasnt interested, said it wouldnt make a difference

Re: Unable to upgrade to device plan online

Christopher_G — Wed, 13 Sep 2023 16:14:33 GMT

Do you know if they tried changing the contract length, @morbster?

Chris