topic Re: Re: Online / EE App Upgrade button does not work in EE app and website

Re: Online / EE App Upgrade button does not work

DrStrut — Mon, 29 Apr 2024 10:10:00 GMT

I'm getting the same issue. I have been with EE since 2010. I'd like to upgrade but I'm just getting the dead button. Could you please fix. It seems to have been going on for years.

Re: Re: Online / EE App Upgrade button does not work

Leanne_T — Mon, 29 Apr 2024 11:01:08 GMT

Hi @DrStrut

Thanks for coming back here.

Have you tried another web browser?

Do you get an error message when selecting upgrade?

Leanne.

Re: Re: Online / EE App Upgrade button does not work

DrStrut — Mon, 29 Apr 2024 11:10:42 GMT

Thank you for your kind response.

Yes - I’ve tired Safari, Chrome and Edge. All to no avail.

Re: Re: Online / EE App Upgrade button does not work

Leanne_T — Mon, 29 Apr 2024 11:18:54 GMT

Thanks for the quick reply @DrStrut

Can you access all other menus within the EE account until you select upgrade?

Leanne.

Re: Re: Online / EE App Upgrade button does not work

DrStrut — Mon, 29 Apr 2024 11:21:13 GMT

Yes. It’s only the upgrade button that doesn’t work.

Re: Re: Online / EE App Upgrade button does not work

Leanne_T — Mon, 29 Apr 2024 11:48:58 GMT

Thanks @DrStrut

In this case, please call us on 150 our mobile guides will get the account looked into and help you with the upgrade 🙂

Leanne.

Re: Re: Online / EE App Upgrade button does not work

DrStrut — Mon, 29 Apr 2024 15:53:13 GMT

Such a pain.

Re: Re: Online / EE App Upgrade button does not work

DrStrut — Fri, 03 May 2024 17:09:47 GMT

I finally found some time at the end of the week to call ... 45 minute wait on the line to upgrade apparently! I know it would be a pain.

Re: Re: Online / EE App Upgrade button does not work

DrStrut — Sun, 05 May 2024 11:08:00 GMT

I still haven’t updated my handset. I just want to keep the features of my sim only plan but with a new handset as the current one that I’ve had for about 5 years has started to get glitchy.

I don’t want to wait for 45 mins. Why can’t I do this online at my convenience 😤

Re: Re: Online / EE App Upgrade button does not work

Christopher_G — Sun, 05 May 2024 12:51:20 GMT

Hi @DrStrut

I'm not sure why this is happening, but it could be related to your account or eligibility. It will need someone to take a look at your account. You could pop into your nearest store, if it's easier than calling.

Chris

Re: Re: Online / EE App Upgrade button does not work

DrStrut — Sun, 05 May 2024 13:41:09 GMT

Thanks. I think that’s what I’m going to have to do. I’d just like to peruse all the options available though.

Re: Re: Online / EE App Upgrade button does not work

bristolian — Sun, 05 May 2024 14:28:35 GMT

@DrStrut wrote:

I just want to keep the features of my sim only plan but with a new handset as the current one that I’ve had for about 5 years has started to get glitchy.

A SIM-only plan, by definition, doesn't come with a phone.

Device-based plans & SIM-only plans are both a pay-monthly basis. If you want to retain your specific SIM-only plan, you should be researching SIM-free phones to purchase outright.

Re: Re: Online / EE App Upgrade button does not work

Jackellingham — Sat, 17 Aug 2024 17:23:45 GMT

This is still a major problem for a lot of people with the dead upgrade button... Been happening for years. I have raised a case with the technical support team for it to get looked into. In the meantime time I am just commenting on all these threads to raise awareness to EE...

Re: Re: Online / EE App Upgrade button does not work

Peter_W — Sun, 18 Aug 2024 07:23:19 GMT

Thanks for letting us know that you've managed to get in touch with our team about this @Jackellingham.

Please keep us posted on how you get on.

Peter

Re: Re: Online / EE App Upgrade button does not work

MsDebs_uk — Thu, 14 Nov 2024 09:52:39 GMT

This is clearly a known issue that EE are ignoring. I have been trying to upgrade for 2 months now and the button just doesn't work after numerous complaints about this from many different people nothing is being done.

People.dont want to call or drive 25 miles like I have to,to go to your shop,they want to see what deals are on offer and choose a phone and plan they want. After 12 years with EE I will leave and go with someone else that provides the service they advertise I have 3 phones with EE two of which are eligible for an upgrade but your site is broke both on the Internet and app. Really poor service.

Re: Re: Online / EE App Upgrade button does not work

Rach_H — Thu, 14 Nov 2024 12:51:10 GMT

Hi @MsDebs_uk

Welcome to the Community!

We want to make it as simple as possible for you to complete your upgrade, so I am sorry you've been having this trouble. You are able to browse the phones online, so you can choose the one which suits you best, and you can have the offers sent to you so you can mull these over.

The team will also be doing all they can to remedy the issue you're having as swiftly as possible.

Rach