topic Re: Sorry, no suitable plans available in Archived Posts

Sorry, no suitable plans available

DJToonZ — Tue, 14 Dec 2021 13:11:32 GMT

Why is it, everytime I try to upgrade I get the message

"Sorry ****, there seems to be no suitable plans available"?

My plan has now totally lapsed and i am paying the same amount for a phone that is now paid for, effectively, I'm paying £40 pm for a SIM only deal!!

Do I need to leave EE and start afresh?

I've also been given a Friends and Family discount code to use (Brother-in-law works for BT) so can't ring the upgrades team as it's an "Online Code Only"!!!

Frustrated!!

Re: Sorry, no suitable plans available

Christopher_G — Tue, 14 Dec 2021 15:18:11 GMT

Hi @DJToonZ

I would recommend speaking to our Mobile Care team so they can find out why you're not being given any plans to choose from online.

Hopefully they can fix it so that you can upgrade and use your code.

Chris

Re: Sorry, no suitable plans available

DJToonZ — Thu, 16 Dec 2021 13:11:22 GMT

Hi Christopher,

I wish I could actually get through to the Mobile Care Team.

Spent 1hr 50mins on the phone to them last week, 90% of that time on hold.

Then to be told there was nothing they could do!

Regards

Re: Sorry, no suitable plans available

Christopher_G — Thu, 16 Dec 2021 13:17:02 GMT

Thanks for getting back to me, @DJToonZ

I've sent you a private message to get some details from you.

Chris

Re: Sorry, no suitable plans available

Emma7171 — Sat, 18 Dec 2021 14:44:12 GMT

I am also having this exact same problem! Please help!
did you ever get a solution for this issue? I’m paying £39 a month for a sim basically now and wanted to upgrade!

Re: Sorry, no suitable plans available

DJToonZ — Mon, 20 Dec 2021 09:39:03 GMT

I received a call from EE.

I was told there is a technical problem that the "Boffins" are working on.

They know there are issues with some peoples accounts.

They don't know when it will be fixed and told me to keep trying by logging out and back in. I've done this many times now to no avail!!!

One way around this is by cancelling the plan and starting a totally new one, but I will lose my number (which I've had for years now!!) and don't want to do that!

I'm not happy with the service received from EE at all.

I have 3 plans and my Broadband with EE and will be cancelling ALL of them and changing supplier as soon as I can.

Good luck with yours

Re: Sorry, no suitable plans available

Leanne_T — Mon, 20 Dec 2021 10:20:12 GMT

Hi @DJToonZ

Thanks for coming back to the community.

Did our Mobile Care team advise if they could process the upgrade for you?

Thanks.

Leanne.

Re: Sorry, no suitable plans available

DJToonZ — Mon, 20 Dec 2021 10:29:36 GMT

Hi Leanne,

Nope, nothing could be done 😤

So, I'm paying nearly £40 per month for a SIM card because I want to keep the number.

Awful service to be honest

Re: Sorry, no suitable plans available

Leanne_T — Mon, 20 Dec 2021 10:40:57 GMT

Hi @DJToonZ

Thanks for the quick reply.

I would suggest giving us another call to see if there's an update and also if they can help with the plan.

Thanks 🙂

Leanne.

Re: Sorry, no suitable plans available

DJToonZ — Mon, 20 Dec 2021 11:31:02 GMT

To be honest I'm getting a bit fed up of being on hold for an hour each time I call.

Then when I eventually get to speak to someone, there's never anything anyone can do.

I've logged in and out of the App and website MYEE today to see if there's any change, still no plans available.

Re: Sorry, no suitable plans available

mikeliuk — Mon, 20 Dec 2021 11:50:09 GMT

Hi @DJToonZ ,

As the service provider is leaving you out of pocket due to the brokenness of its systems and processes, I would recommend that you visit the below link in an incognito tab or InPrivate tab so that your broken account does not block you from seeing the available upgrades.

https://shop.ee.co.uk/upgrade/sim-only/upg-pay-monthly-phones

I recommend to find the SIM-only Plan closest to your current Plan and either using an online chat or on your next call with the service provider, to request a refund of the difference for all the months you've been unable to upgrade. This will at least ameliorate the bad experience although you won't be properly compensated for all the time you have lost and will go on to lose.

As a sanity check, please may I check that the below link is essentially broken as it gives you no options?

https://shop.ee.co.uk/auth/upgrade/recommendations

Re: Sorry, no suitable plans available

DJToonZ — Mon, 20 Dec 2021 12:24:07 GMT

The SIM only deals in the link are for 24 months only, that's not what I want to do. I want a new phone plan.

The other link still shows no plans available, whether in an incognito page or not.

Thanks

Re: Sorry, no suitable plans available

mikeliuk — Mon, 20 Dec 2021 12:34:50 GMT

Hi @DJToonZ ,

Here is the link for the device upgrades: https://shop.ee.co.uk/upgrade/mobile-phones/upg-pay-monthly/gallery

The previous link was to provided to try to help reduce your cost temporarily and get some form of compensation from the service provider. It was not intended to solve your issue as your issue appears to be that there is a problem with your online account.

To test the brokenness further, I suspect when you visit this link, the functionality will be broken (it actually just circles around to one of the above links so probably not even worth visiting): https://myaccount.ee.co.uk/app/upgrade-hub