topic Re: Upgrade attempt in Apple Devices

Upgrade attempt

Chrissie1069 — Mon, 09 Mar 2026 10:02:09 GMT

Trying to upgrade, contract ended on 28th of Feb this year, I have selected phone and contract , but when checking out I have a problem, I get all the way trouble setting up the direct debit and the app then when I click to say the account details ( which are the same ones on my account say number of attempts exceeded try later, I have been trying since Saturday in both the app and website, not having much look with the website ax that keeps saying I can’t upgrade yet even though I am out of contract or it shows no options for upgrade?
if I text to check my upgrade date it says

“Sorry we cannot process your request, please try again a little later.”

anyone had this problem before, I work nights so trying to sort this out is diccicilt as I sleep during the day when phone lines are open

Re: Upgrade attempt

sgillick16 — Mon, 09 Mar 2026 10:44:32 GMT

The best bet is to call them up on 150. I know your sleeping but it seems there is a glitch or issue. My friend had this before if you call the upgrades team you get through pretty quick.

Re: Upgrade attempt

Chris_S — Mon, 09 Mar 2026 13:08:36 GMT

Hi @Chrissie1069

I'm sorry to hear that you're having issues upgrading your device. I can imagine it must be very frustrating for you.

Do you have the same issue when you're using both the My EE app and your online account to upgrade?

We may need a guide to access your account and see what might be preventing your upgrade from being processed, so I'd recommend giving us a call.

Chris S