topic Re: Upgrade issues in EE app and website

Upgrade issues

Skyispurple — Thu, 26 Dec 2024 00:38:04 GMT

I've been trying to process an early upgrade for a few months but keep hitting the same problem.

I can log in to my account just fine but when I click on the upgrade page I get "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do."

I've gone through tech support twice and have had no resolution. I don't want to call 150 as I am disabled it is extremely difficult for me to speak on the phone.

I just want to upgrade my phone online. Can anyone help?

Re: Upgrade issues

Leanne_T — Thu, 26 Dec 2024 09:58:21 GMT

Hi there @Skyispurple

Thanks for coming to the community, I am sorry you're getting an error message in your EE account when trying to upgrade.

How long ago did you last go through technical support? Did the team advise they've raised a support ticket to get the account looked into?

Thanks very much.

Leanne.

Re: Upgrade issues

Skyispurple — Thu, 26 Dec 2024 20:00:01 GMT

I last spoke to them about two weeks ago. No ticket was raised either time as far as I know. Any help would be appreciated as I don't really want to have to leave the network just because of this!

Re: Upgrade issues

Katie_B — Fri, 27 Dec 2024 08:32:57 GMT

Hi @Skyispurple.

Thanks for getting back to us.

Do you have access to the EE app?

If yes, can you log in OK?

Speak soon,

Katie

Re: Upgrade issues

Skyispurple — Fri, 27 Dec 2024 09:03:37 GMT

Yes. This happens to me in the app and on website. I have also tried it on
both pc and my phone and used Chrome, Firefox and Microsoft Edge and the
problem persists.

Re: Upgrade issues

Katie_B — Fri, 27 Dec 2024 09:10:21 GMT

Thanks so much for confirming @Skyispurple.

We are limited to what we can investigate here on the EE Community without account access.

I believe, our technical care team will need to raise a ticket with our back office team for this to be investigated further.

Katie