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

Unable to upgrade via app and web

TechieBeardo — Mon, 15 Sep 2025 16:16:34 GMT

Long time EE customer and never had issues with upgrading in the past, except for now.

I am presented with options via the app and website to do so, but I get an error for logging me in.

When I click the link to do so, I get:

Which shows that the upgrade option isn't even working, there's no working link. Only for another device.

If I follow the link sent in the text sent to me about upgrading, I am at least able to get to the selection of phones.....but, when choosing any phone with any option, I am presented with:

Pile this on top of all the other tech stack issues that EE seems to have with it's web and mobile presence , and I am just thinking of ditching for a competitor and run down the contract my additional line and broadband.

Absolute nonsense. Calling 150 to talk to someone is not really a possibility, or without huge issues, given my disabilities.

Re: Unable to upgrade via app and web

Northerner — Mon, 15 Sep 2025 16:24:55 GMT

Hi @TechieBeardo

What plan are you on now.

If you text UP to 150 what does it say.

Ultimately you may need to call EE CS on 150.

Thanks

Re: Unable to upgrade via app and web

TechieBeardo — Mon, 15 Sep 2025 18:20:56 GMT

"Great news, you're eligible to upgrade.

Call us on 150 to upgrade."

😒

Re: Unable to upgrade via app and web

Northerner — Mon, 15 Sep 2025 18:39:06 GMT

Hi @TechieBeardo

It seems you need to call. Please see here: https://ee.co.uk/help/contact-ee/upgrade-mobile

You'll note there are various ways to contact EE and as you a vulnerable you should read below and register your needs if you haven't already done so.

https://ee.co.uk/help/here-for-you/account-support-vulnerable-customers

Thanks