topic Re: Can't upgrade. in Archived Posts

Can't upgrade.

Redpaul1970 — Thu, 28 Oct 2021 10:13:29 GMT

Hi,

I am trying to upgrade my S21+ to the Pixel 6 Pro for £100 but no matter which phone I choose it says no plan available.

Live chat never seems to be available and I can't call CS as I am hard of hearing. Texting UP to 150 asks a few automated questions but nobody ever replies.

Any suggestions?

Thanks

Re: Can't upgrade.

Jon_K — Thu, 28 Oct 2021 12:21:37 GMT

Hi @Redpaul1970.

Our live chat team would be best to help you with this as they will have access to your account.

The chat window will appear when an advisor is available.

Jon

Re: Can't upgrade.

Redpaul1970 — Thu, 28 Oct 2021 17:04:39 GMT

Hi @jon I've been trying various pages for over 2 weeks to get Live Chat but it never appears.

Re: Can't upgrade.

Jon_K — Fri, 29 Oct 2021 06:55:55 GMT

Hi @Redpaul1970.

Are you trying to access live chat through your My EE Account or through our Contact Us Page?

If you're trying through our contact us page, can you try using a different browser?

Jon

Re: Can't upgrade.

Redpaul1970 — Tue, 02 Nov 2021 06:06:27 GMT

I finally managed to get through to live chat but they said the website has issues and will be fixed within 48 hours. Not getting my hopes up when the upgrade early for £100 option hasn't worked for over 2 weeks, maybe more.

Re: Can't upgrade.

Jon_K — Tue, 02 Nov 2021 08:11:25 GMT

Thanks @Redpaul1970.

Did they ask you to get back in touch after 48 hours or to try again on the website?

If you're trying again on the website please can you clear your cache and cookies before trying again.

jon