topic Re: trying to upgrade in EE app and website

trying to upgrade

diveney123 — Mon, 02 Dec 2024 15:53:06 GMT

Hi. Can anyone help please? I am trying to use the app and website to upgrade my phone. It states that I am eligible to upgrade. I have chosen my phone, plan and it is all in the basket, however, when I click to finalise I am repeatedly given the following message. 'We're currently experiencing technical issues which means we can't complete your order online right now.' Then I am told to contact 150 directly. I really don't want to go through that hassle. I have upgraded before online and it has been straight forward. Does anyone know what the problem is please?

Re: trying to upgrade

Chris_B — Mon, 02 Dec 2024 16:03:50 GMT

@diveney123 this is a public forum not customer support and they have access to your account and might be able to see what the problem is and if you don’t call them then you will not know what the problem is and no one here can actually help you resolve this as it sounds like an account related problem.

Re: trying to upgrade

Christopher_G — Mon, 02 Dec 2024 18:20:00 GMT

Hi @diveney123

Welcome to the community.

It may be worth trying a different device or browser to complete the upgrade. Please also turn any VPNs off before trying it. That might help.

If you get the same error, it could be account related, as @Chris_B said. In that case, it's best to speak with our upgrades team on 150 who'll help put the order through for you.

Chris

Re: trying to upgrade

Wurzelmania — Fri, 25 Jul 2025 12:00:41 GMT

@diveney123 - how did you get on? I get the same and if it is account related then it would help if the error message said this and not ‘a technical issue’ which indicates something completely different

Re: trying to upgrade

Jonjoe — Sun, 05 Oct 2025 13:02:26 GMT

Ive tried to, and get the same message, its ok saying ring 150 if you've got 45 mins to hang on, i think ill pop along to EE shop and do it there, it's bit poor from ee who are the biggest phone provider.