topic Re: 3rd number unable to upgrade with no explanation in Contracts & Billing

3rd number unable to upgrade with no explanation

Juamei — Tue, 02 Sep 2025 16:05:29 GMT

EE truly excelled themselves last week and whilst I wait for an answer to my complaint, I thought I'd ask on here if this is usual...

Myself and 2 kids all have contract phones, one of them has reached end of contract and I have tried to upgrade online to a new phone as the old phone is having problems holding charge. However despite being shown the phone & allowing me to pick it, after entering my salary range I get a "this website is experiencing technical issues" error.
No attempt to credit check has been made including a soft check, I assume its flex pay perhaps with 3 causing 3 outstanding contracts but no actual error makes it impossible for me to know. Thats pain one especially because I wanted a good as new phone which lead to pain two.

I rang 150 and ended up speaking to someone who had no idea what the issue was, had no way of knowing what the issue was and was just insistent I should buy a new monthly contract from her as they couldnt sell a good as new phone on the phone. All offers were different and she couldnt get within £15/month of the offers online.

I'm however long it takes to get an answer to the complaint days away from starting to move my numbers elsewhere....

Re: 3rd number unable to upgrade with no explanation

Michael_D — Wed, 03 Sep 2025 08:16:24 GMT

Hi @Juamei

Thanks for coming to the community.

I can understand your frustration at not being able to get the upgrade ordered.

If you have sent a complaint over through our complaints form, it can take around 7 days for them to get back to you.

What model of phone did you try to order?

Were you seeing the same thing no matter which plan and phone you chose?

Michael

Re: 3rd number unable to upgrade with no explanation

Juamei — Wed, 03 Sep 2025 16:06:17 GMT

Hi,

I raised the complaint over the phone and got a complaint id texted to me nothing since, but I'm assuming 7 days there too.

And yeah same no matter what the phone, I know its not credit checking cos I watch my credit report like a hawk!

I was after the pixel 8 pro same as new phone but I was trying the 9 new as well still same issue.

Re: 3rd number unable to upgrade with no explanation

Katie_B — Thu, 04 Sep 2025 10:04:22 GMT

Hi @Juamei.

Thanks for confirming you have opened a complaint.

Please keep us updated on the outcome.

If you have any further questions be sure to let us know.

Katie

Re: 3rd number unable to upgrade with no explanation

Juamei — Fri, 05 Sep 2025 16:18:27 GMT

Hi, I made my complaint last Thursday and had no reply yet, do you know when I'll expect one?

Thanks

Re: 3rd number unable to upgrade with no explanation

Leanne_T — Sun, 07 Sep 2025 07:42:02 GMT

Hi @Juamei

Thanks for coming back to us.

Once the complaints team have looked into the account, they would contact you to let you know what is needed to get this sorted.

If you would like to see if there is any update on the complaint the guide opened over the phone, please get back in touch and they can check this for you.

Leanne.

Re: 3rd number unable to upgrade with no explanation

Juamei — Mon, 15 Sep 2025 16:45:02 GMT

Sadly the complaints team just closed the complaint today. No comment, no advice, no assistance. I still can't upgrade.

Even for EE this is poor bordering on offensive.

Re: 3rd number unable to upgrade with no explanation

Ali_A — Tue, 16 Sep 2025 13:50:31 GMT

Good afternoon @Juamei

I'm disappointed to hear that you're still facing issues upgrading online and you feel no progress is being made with your complaint.

You can get back in contact with our team, they'll be able to reopen the case, and if needs be you can request to escalate this.

If you're unhappy with how this is being managed we absolutely have an escalation process, and you can find all the details you need on this via our complaints code of practice.

Have you spoken to the upgrades team directly to see if they can process the deal you found online?

Ali

Re: 3rd number unable to upgrade with no explanation

Juamei — Tue, 16 Sep 2025 16:20:58 GMT

Hi Ali,

I raised another complaint! I originally asked the phone upgrades team and was told their offers were different. They came in at £15/month more expensive.

It's a real shame that the EE website is so poor and the company has little control of their internal systems. Worrying really.

Can someone confirm I can move one phone number out of the 3 I have with EE away from EE to another provider assuming that number is out of contract?

Thanks

Re: 3rd number unable to upgrade with no explanation

Ali_A — Tue, 16 Sep 2025 17:14:46 GMT

We'd love you to stay with us @Juamei , so it may be worth speaking to them again.

If you do still wish to take your number to another network, please speak to the disconnections team who can issue you a PAC code.
This will allow you transfer that line only.

You can visit How Do I Cancel My Contract with EE for more information.

Ali