topic Re: Issues when trying to upgrade in EE app and website

Issues when trying to upgrade

David12Mann — Mon, 25 Mar 2024 15:52:22 GMT

Hello when trying to look at upgrading on website it says the following:

Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do

And when I try to look at the app it states:

We cant load your upgrade information right now. Theres a problem connecting to our server. Check you’re online and try again in a few minutes.

Despite trying on multiple devices this still is not working. Can someone please help?

Re: Issues when trying to upgrade

Christopher_G — Mon, 25 Mar 2024 18:38:43 GMT

Hi @David12Mann

Welcome to the community.

I'm sorry that you're having these problems upgrading online. Since this is happening on multiple devices, it's possible that it's a problem with your account. If you speak to our Mobile Care team, they'll be able to check everything from our side and help you upgrade.
Chris

Re: Issues when trying to upgrade

David12Mann — Tue, 26 Mar 2024 06:56:19 GMT

Hi Chris, what i have also noticed is that a name of prepay prepay keeps popping up on my account for some reason even though i am on a pay monthly basis, is there anyway to get this resolved?

Re: Issues when trying to upgrade

James_B — Tue, 26 Mar 2024 12:15:58 GMT

Hi @David12Mann,

Our Mobile Care Team will be happy to take a look at these issues for you.

They can access your account and raise a ticket with our support teams if necessary.

James

Re: Issues when trying to upgrade

chalky266 — Fri, 12 Jul 2024 08:09:26 GMT

im having the exact same problem. have tried on multiple devices and have the same problem on all of them. Really annoying

its about time EE got this problem sorted.

Re: Issues when trying to upgrade

Jonothankh — Fri, 06 Sep 2024 21:22:27 GMT

How is this still a thing?

EE’s site and app have been buggy and so slow for over a year now— just looking at the front end site load, there’s so much wastage!

Haven’t been able to complete checkout — or sometimes even load the upgrade options in the app or site for months.

Let alone this surely losing EE money / customers, it also doesn’t look great for their site to take 30 seconds to load on their own 5G!

Clearly a bunch of separate teams and probably the need to support many plans, phones and outdated infrastructure.

Pitty that the best network for internet service (based on having tried 3, Vodafone and O2) also have such underperforming site and app— it could be so good.

Re: Issues when trying to upgrade

carolineandrew2 — Thu, 03 Jul 2025 17:36:59 GMT

Yes that's no problem, thanks