topic Upgrade in EE app and website

Upgrade

sarahroberts090 — Wed, 02 Jul 2025 16:59:19 GMT

I am due an upgrade on 3 of my devices. When I go to upgrade I just keep getting the pop up 'unable to login'. It tells me I can still do what I need to and to choose either of the two options below 'upgrade device' or 'buy new device'. It wont allow me to select the upgrade option. This has been happening for several weeks now, any ideas as to why I cannot access this option online/through the app??? Thanks

Re: Upgrade

Linzi_H — Thu, 03 Jul 2025 07:21:10 GMT

Hi @sarahroberts090

Welcome to the Community.

If you're seeing the same error messages online and through the EE app, you'll need to get in touch with our team directly. From there, they'll be able to review exactly what's happening and work on getting a fix put in place.

In the meantime, our upgrades team or your local EE store can talk through all your options.

Linzi