topic Re: Low Spend limit imposed and now cannot upgrade in Contracts & Billing

Low Spend limit imposed and now cannot upgrade

Alana85 — Mon, 15 Sep 2025 17:32:39 GMT

So I have been with EE/Orange for 20 years, in that time have never missed a payment and I have 3 lines on the account (myself and my children)

I’ve been trying since Friday to do my annual upgrade but the system wouldn’t process any orders for me, and I finally got through to someone today who after an hour of trying to push the order through came back and said the upgrade was failing because the spend limit on my account had been reduced to a really really low amount so upgrading would be impossible

The spend limit is so low that I won’t be able to upgrade any of my phone lines and they are all due for upgrades in the next 6 months

I have a good credit score and like I said I’ve never missed a single EE payment in almost 20 years, and now this low credit spend means I’m going to have no choice but to move over to another network which is beyond disappointing

it’s been escalated and I’ve been told it will be looked at in the next 72 hours, but I’ve found EEs customer services have gone massively downhill recently so no doubt I’m going to be chasing them because they don’t get back to me

Has anyone else had a similar issue with a low spending limit being imposed for no apparent reason ?

Re: Low Spend limit imposed and now cannot upgrade

Northerner — Mon, 15 Sep 2025 19:14:13 GMT

Hi @Alana85

What tariff are your devices currently on.

Thanks

Re: Low Spend limit imposed and now cannot upgrade

Alana85 — Mon, 15 Sep 2025 19:19:14 GMT

2 lines are on the all rounder tariff (one of those is on upgrade anytime) and the 3rd line is just on the essentials tariff

Re: Low Spend limit imposed and now cannot upgrade

Lesley_W — Tue, 16 Sep 2025 08:02:21 GMT

Hi @Alana85

Thanks for coming to our community.

This does sound like an error so I'm pleased the team have sent this for investigation and it sounds like they're doing what's needed to resolve this for you.

Please do keep us updated.

Lesley

Re: Low Spend limit imposed and now cannot upgrade

Lauren120 — Fri, 26 Sep 2025 21:01:52 GMT

Did this get sorted because I’ve had the same problem today , even when I’m upgrade anytime .

Re: Low Spend limit imposed and now cannot upgrade

Linzi_H — Sat, 27 Sep 2025 08:10:28 GMT

Hi @Lauren120

If you're having any issues completing your upgrade, speak to our team directly, and they'll be able to review your account in closer detail.

Linzi

Re: Low Spend limit imposed and now cannot upgrade

Lauren120 — Sat, 27 Sep 2025 12:10:48 GMT

I have and they are useless can’t help. So much for being upgrade anytime. Been a loyal customer for years looking at going elsewhere for both mobile and broadband. Nothing but overpriced liars

Re: Low Spend limit imposed and now cannot upgrade

Linzi_H — Sat, 27 Sep 2025 13:27:35 GMT

I'm disappointed to hear you're no further forward with this @Lauren120

I would advise calling back, opening a complaint, and escalating this to a manager for review if needed. Or Fill out our complaints form, and a dedicated member of the team will get back to you within 7 days.

Linzi

Re: Low Spend limit imposed and now cannot upgrade

dmphoto — Fri, 03 Oct 2025 09:51:13 GMT

Im in the exact same boat. 4 lines on my account. Ive been a customer for over 20 years, never missed a payment, upgrade every second year at the same time. Went through to customer services to upgrade to be told I have a negative spend limit on my account. Told to wait 72 hours for a resolution.

The advisor James sold me broadband as part of a deal upgrading all my lines at the same time to save me some money. Strange as the broadband fibre deal went through without a problem, just the upgrades and change of plans on the sim only deals. Ill be cancelling the broadband before the installation date and staying with virgin media!

Im seriously considering taking all 4 of my lines elsewhere. Spent nearly 2 hours on the phone on Tuesday and no further forward for something that should be very straightforward.

Re: Low Spend limit imposed and now cannot upgrade

Peter_W — Fri, 03 Oct 2025 12:57:26 GMT

Hi there @dmphoto.

Welcome to the EE Community!

For all EE mobile customers there is an internal recurring charge limit that determines how much they're able to take on in the way of fixed charges per month.

This is separate to broadband as it's held on a separate system, but if a sale / upgrade is declined it is sometimes possible to send over for a credit referral to increase this limit.

There is a slight difference with some of our newer FlexPay plans, though. This is a formal credit agreement similar to a loan, so does require a separate credit check.

I'm confident our team will do all they can to resolve this for you, but if you continue to struggle it could be worth flagging this directly with our credit file team too.

Peter

Re: Low Spend limit imposed and now cannot upgrade

ir8munk33 — Mon, 17 Nov 2025 15:05:57 GMT

I'm having the exact same issue. I moved to sim only a couple of years back, but now I want to upgrade my phone from my s22 Ultra to the new fold 7 only to be told my Customer Services after multiple calls that I have a limit of £45 a month on my account and they're unsure why its so low.

"Finance" took a look and did a thing where they link to my bank account (open banking) and refused to up the limit and wouldn't tell me why!

Utterly ridiculous - I'm basically being forced to go to another provider I think, which is a shame as I've been with EE for so many years now.

Re: Low Spend limit imposed and now cannot upgrade

Buzzlight — Mon, 17 Nov 2025 23:26:57 GMT

Yes. Exact same has happened to me. Payed off my flex pay in full, and was told I could upgrade. The app even tells me I can, but won’t go through. Spend limit on account. Never missed a payment either.

Re: Low Spend limit imposed and now cannot upgrade

Christopher_G — Tue, 18 Nov 2025 11:31:47 GMT

Hi @Buzzlight

Welcome to the community.

If you have a chat with our Customer Support team, they'll be able to check your eligibility and run through any upgrade options with you.

If you'd prefer, you could pop into your nearest EE Store and they can help with this too.

Chris

Re: Low Spend limit imposed and now cannot upgrade

Josh4843 — Sat, 29 Nov 2025 15:31:32 GMT

I did the exact same thing.. paid my last phone payment off early to then allow an early upgrade as instructed by a EE member on the phone .. sorted out a contract I was happy with and then it wouldn’t process. Found out my band spend is £61.. currently contract was £73, been with them for 4 years now with no money payment issues, always on time & correct amount and get this shoved in my face.. called EE 5 times over the last 2 weeks where all 5 members have “filled in a form” to increase my spend band and left out to dry.

Re: Low Spend limit imposed and now cannot upgrade

Lesley_W — Sun, 30 Nov 2025 10:37:01 GMT

Hi @Josh4843

This definitely isn't what we'd expect to happen and I'm sorry you've had a poor experience when contacting our team.

I'd recommend you Make a Complaint so our team can address your issue and the service you've had.

Lesley

Re: Low Spend limit imposed and now cannot upgrade

drfa — Sat, 06 Dec 2025 22:22:04 GMT

Same problem

3 lines

never had any issues with upgrade from last 13 years but negative spend limit ( some internal non sense on account)

twice contacted customer service but still no luck

since there merger with BT they have become bunch of rubbish

I am planning of leaving them and also broadband which was transferred to them from bt

Re: Low Spend limit imposed and now cannot upgrade

Josh4843 — Sat, 06 Dec 2025 23:02:37 GMT

They managed to resolve mine once I raised a complaint from the link Lesley supplied (comment above yours)

only downfall besides this issue is you don’t get the BT 30% discount and double data anymore, it’s one or the other

Re: Low Spend limit imposed and now cannot upgrade

Sedgerbee18 — Mon, 29 Dec 2025 15:44:33 GMT

Hi. I have also had the same problem today and they said to rectify it you have to fill in this online form where you give we permission to look into your bank accounts, in the end I didn’t do this a sI didn’t agree with them doing it. I have a very good credit score rating and I also have been with we for 20 years, I think this is something we needs to adjust as I to will be leaving after my contract is up, they will also lose a lot of customers over this. Never missed a payment as all DD.