topic Re: Re: EE Upgrade - Sorry couldn't find recommendations for you in Contracts & Billing

Re: EE Upgrade - Sorry couldn't find recommendations for you

Huggyloch2 — Tue, 07 Oct 2025 21:37:14 GMT

I’ve got the same issue, been out of contract since 2023 and don’t have any flex agreement in place. Been on to EE and no one has a clue what’s causing this. I’m now left unable to upgrade and the app is useless. EE has passed me from department to department and no further forward. Any help would be appreciated.

Re: Re: EE Upgrade - Sorry couldn't find recommendations for you

Michael_D — Wed, 08 Oct 2025 07:31:07 GMT

Hi @Huggyloch2

Welcome to the community.

I can understand your frustration at seeing this and feeling like you are getting passed around.

When you have called to our team, have you spoken with the upgrades team to see if they can have a look at the options for you?

Michael

Re: Re: EE Upgrade - Sorry couldn't find recommendations for you

Huggyloch2 — Wed, 08 Oct 2025 08:50:55 GMT

Hi, yes I’ve been through various departments and to be honest genuinely feel like EE doesn’t care. No one seems to have an answer or be interested in trying to solve this issue. The upgrade team was pretty disappointing as they seemed to only care about trying to get me to take a broadband deal.

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Re: Re: EE Upgrade - Sorry couldn't find recommendations for you

Michael_D — Wed, 08 Oct 2025 09:08:23 GMT

@Huggyloch2 While the upgrades team are looking at options, they may bring up broadband options, as it can save you money from having both products as part of EE One.

If you don't want take broadband, they can just look at mobile options so it is worth reaching out to them again.

If you aren't happy with the way it is being handled, you can reach out to our complaints team through the webform and they will contact you to discuss further.

Michael

Re: Re: EE Upgrade - Sorry couldn't find recommendations for you

Huggyloch2 — Thu, 09 Oct 2025 08:06:55 GMT

Hi,
It’s not that I’m not happy but like I said the agent was only interested in getting me to take a broadband package. Granted there is a possibility for some to save money but not for me. The agent was relentless and even wanted to call my current provider to see what my situation with them was.

I only called about an upgrade therefore that’s all I was looking for. The quote EE gave me for broadband was significantly higher that what I’m paying now but the agent said it’s offset as my phone bill will be cheaper although they recognised my overall monthly cost will still be much higher.

I’m now not able to upgrade as it says I’m still paying off my handset which actually finished in 2023.

Not looking to escalate a compliant as just looking to upgrade.

Thanks

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Re: Re: EE Upgrade - Sorry couldn't find recommendations for you

Michael_D — Thu, 09 Oct 2025 08:22:52 GMT

If the handset is paid off and it wasn't a Flex Pay plan, all I can suggest would be to speak to the team again @Huggyloch2.

They would need to be looking in to why you aren't able to upgrade and raise a ticket if needed.

The complaint option is there is you do need to escalate it further.

Michael

Re: Re: EE Upgrade - Sorry couldn't find recommendations for you

Huggyloch2 — Thu, 09 Oct 2025 08:30:55 GMT

Thanks Michael,
Just very frustrating and so far I’ve spent about 3.5hrs on the phone trying to resolve this. Ticket is raised but couldn’t give me a timescale for any solution and now my out of contract discount has been removed and my contract start date and end date was also modified to see if this would resolve the issue.

Just feel EE has lost touch with customer service/retention a little. (Personal opinion from myself as a customer for over 25yrs)

Thanks for your help

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