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

Unable to upgrade online....

Tenawee — Fri, 02 May 2025 22:26:59 GMT

Unable to upgrade online....

Customer Service contacted on several occasions but will never admit to any problem with the website....

Why have an online upgrade option if it is unuseable....

Re: Unable to upgrade online....

Rach_H — Sat, 03 May 2025 08:54:46 GMT

Hi @Tenawee,

Welcome to the Community!

I'm so sorry to hear about the trouble you're having when trying to upgrade online, as I appreciate this is far from ideal.

When you've spoken with our team have you logged a complaint and had this flagged as an issue?

It may be worth getting back in touch with the team so they are able to do this, and potentially upgrading over the phone, so you can get your new plan sorted.

Rach

Re: Unable to upgrade online....

Tenawee — Sat, 03 May 2025 15:11:30 GMT

2 online chats....2 calls to 150....waste of time....

Why have an online option to upgrade when you cannot use it and the website persistently refers you to 150....

Why does the online upgrade system work for some but not other customers....unless EE have put a deliberate BLOCK on my personal account....

FED UP....Probably cancel all 3 of my contracts....

Re: Unable to upgrade online....

Linzi_H — Sun, 04 May 2025 07:33:02 GMT

Hi @Tenawee

Our team over on 150 should be able to investigate further why you're unable to upgrade online and also help you upgrade until this is resolved.

On the back of @Rach_H's advice above, I would also suggest calling and opening a complaint if you're not satisfied with the service. You're also welcome to head to an EE store if you'd rather not call us.

Linzi

Re: Unable to upgrade online....

Tenawee — Mon, 05 May 2025 10:57:39 GMT

Rang 150....

Requested a SIM only plan that was available online at £29 per month (reduced from £48)....

150 would not allow me to process that order unless I ordered EE Broadband with it....

I explained that the offer online did not require a seperate EE broadband purchase....but the staff member insisted that I had to purchase EE broadband with the Sim only plan....

Maybe it's time to take the matter up with TRADING STANDARDS....