Long term EE customer New BT customer

Alyp1 — Wed, 08 Sep 2021 14:00:10 GMT

I have three contracts with EE and although through I arranged to have super fast full fibre to premises through BT I was told I was ready to upgrade and told me how much the new Samsung flip phone would cost me .
However , now I am ready to upgrade and my account page is telling me to upgrade , when referred to the page to select the device I want , EVERY phone/IPad I select I am receiving the message , Sorry Alyson we don’t seem to have any suitable plans for you at the moment !

I have been a customer for years spending thousands of pounds every year with you and until COVID struck have had no problems with paying and even throughout this period , my account was never suspended I just had problems paying on the due date .
Why am I being told that I can upgrade when I can’t ? When I dial 150 UP I’m told I CAN-upgrade so what is going on ?

Re: Long term EE customer New BT customer

Katie_B — Wed, 08 Sep 2021 15:58:58 GMT

Good Afternoon @Alyp1.

Thanks for coming back to the community.

I am sorry to hear this is happening when you are trying to upgrade with us.

I would recommend speaking with our customer care team who can look into your account to see what could be causing you to receive these messages.

The team can then discuss our latest deals and offers with you.

Katie 🙂

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Long term EE customer New BT customer

Re: Long term EE customer New BT customer