topic Re: Unable to upgrade in Contracts & Billing

Unable to upgrade

K291 — Sat, 24 May 2025 11:44:01 GMT

I’m trying to upgrade my phone this morning, I’ve been getting messages stating I’m eligible so went to the app, I’ve tried talking upgrade and each time it’s comes up with the message this service isn’t available or that this function isn’t supported. I’ve then tried calling EE and I keep being told the office is closed! Apparently customer services is open 9-5 on a Saturday but I’m getting no where! Has anyone else had a similar issue?

Re: Unable to upgrade

Northerner — Sat, 24 May 2025 12:47:01 GMT

Hi @K291

Have you tried calling EE now?

There is no account access on these forums.

Thanks

Re: Unable to upgrade

K291 — Sat, 24 May 2025 13:01:08 GMT

Hi,

I have tried various options when I called, the automated service says they are closed! regardless which option I choose! So bizzare! I just wanted to speak to a person!

Re: Unable to upgrade

Chris_S — Sun, 25 May 2025 08:50:52 GMT

Hi @K291 Our upgrades team are availible from 8am to 8pm on weekends.

If you try calling 150 from an EE phone, you should be able to access our IVR, Then just follow the options for upgrading your phone.

Chris S

Re: Unable to upgrade

K291 — Sun, 25 May 2025 09:30:38 GMT

Hi Chris,

I’ve tried both today and yesterday, the automated system keeps telling me it’s closed! Desperately needed this sorted this weekend as my phone has been playing up. Been with ee forever and never happened before, not sure of what to do next. Is there anyway someone could call me? Thankyou for reaching out!

Re: Unable to upgrade

Chris_S — Sun, 25 May 2025 09:47:49 GMT

Thanks for letting me know about this @K291 I can imagine it's frustrating for you.

Which number are you calling please?

Chris S

Re: Unable to upgrade

Schockwave — Sun, 25 May 2025 10:41:18 GMT

@K291 , when calling 150 through your phone’s keypad or using one of the numbers in my signature, press 2 on your keypad, that should get you through to one of the guides.

Re: Unable to upgrade

K291 — Sun, 25 May 2025 15:31:36 GMT

I’ve tried 150 and a couple of other numbers that have previously been mentioned. Could it be because I have a business account?

Re: Unable to upgrade

Matt_124 — Sun, 25 May 2025 15:40:14 GMT

Yes the opening hours and days that departments are open do differ for Business Customers.

You can find these listed here: https://business.ee.co.uk/help/contact-us/get-in-touch/

Re: Unable to upgrade

K291 — Sun, 25 May 2025 15:43:00 GMT

Hi shockwave, Thankyou for your help, I managed to speak to someone who have advised the upgrade and sales teams are closed over the weekend! Very surprised by this! I’ll stop stressing now but find the whole thing very bizarre, maybe they need to advise customers of this, surely I can’t be the only one trying to contact them over a weekend!

Re: Unable to upgrade

K291 — Sun, 25 May 2025 15:46:15 GMT

Thanks Matt, I’ll wait until tomorrow to see if I can speak to someone