topic Re: Unable to upgrade due to app and web issues in EE app and website

Unable to upgrade due to app and web issues

YiannisKyr — Sat, 26 Oct 2024 08:26:08 GMT

I'm interesting to change my sim plan but I'm unable to see the plans on the web page and the app. This problem is happening the last four days . when I'm calling to 150 I have to wait for 45 minutes in order to speak with somebody. I have also send a message through Twitter , still waiting for response.

Is it a general problem or just my account and is it possible for somebody to hold the line for 45 minutes? Im a customer for 10 years and I think you avoid to communicate with the customers .

Re: Unable to upgrade due to app and web issues

Northerner — Sat, 26 Oct 2024 09:50:32 GMT

Hi @YiannisKyr

What error do you receive.

Are you searching via the EE site or via link on Google.

Thanks

Re: Unable to upgrade due to app and web issues

YiannisKyr — Sat, 26 Oct 2024 10:20:39 GMT

The message I receive is ' we’re unable to let you upgrade or get another phone yet.' All my bills are payed via direct debit.

I receive this message in both ee app and ee web site.

And no help from ee support including twitter.

Re: Unable to upgrade due to app and web issues

Northerner — Sat, 26 Oct 2024 10:22:33 GMT

Hi @YiannisKyr

Are you within your upgrade window. Text UP to 150, what does it say.

Thanks

Re: Unable to upgrade due to app and web issues

YiannisKyr — Sat, 26 Oct 2024 10:27:27 GMT

I did it and this is what I see ' Great news: you're ready to upgrade! Check out ee.co.uk/eeup to see your offers, call us on 150, or find your local store at ee.co.uk/store-finder' .

I go to the site and then I go 'see all sim upgrade plans' and on the next window I go to 'upgrade' and nothing is happening.

Re: Unable to upgrade due to app and web issues

Northerner — Sat, 26 Oct 2024 10:31:09 GMT

Hi @YiannisKyr

Thanks for confirming, very strange. Alas you'll need to speak to CS and I know the hold times can be long but it seems there is some disconnect which means you'll need to speak to EE direct.

Thanks

Re: Unable to upgrade due to app and web issues

YiannisKyr — Sat, 26 Oct 2024 10:32:52 GMT

ok I will give a try and hopefully the holding times Wii get better.

Thank you