topic Re: Unable to upgrade in Contracts & Billing

Unable to upgrade

Blackie73 — Thu, 20 Nov 2025 13:57:11 GMT

Can somebody help why i cant upgrade online through messaging or calling 150 it keeps saying theres no available plan for this device my eligibility is today 20th november

Re: Unable to upgrade

Debbie_G — Thu, 20 Nov 2025 16:20:03 GMT

Hi @Blackie73.

Thanks for coming to the community.

I'm sorry you're seeing an error when trying to upgrade.

I'd recommend reaching out to our team, they’ll be able to check your account and confirm your upgrade options.

Debbie

Re: Unable to upgrade

Blackie73 — Thu, 20 Nov 2025 17:48:17 GMT

Thanks for reply EEcustomer service has said it will be 16th december which is confusing in app and on website it says i can upgrade today

Re: Unable to upgrade

Chris_S — Fri, 21 Nov 2025 11:07:09 GMT

Thanks for letting us know @Blackie73

The app and the website may give you the option to upgrade early or do an upgrade anytime.

When you see the option to upgrade, does it state a fee that you'd need to pay to upgrade now?

Chris S

Re: Unable to upgrade

Blackie73 — Fri, 21 Nov 2025 16:02:46 GMT

No it just says no plans available for this device

Re: Unable to upgrade

Linzi_H — Sat, 22 Nov 2025 09:21:43 GMT

Thanks for letting us know @Blackie73

I'm so sorry for any confusion about your upgrade date. If our team has reviewed your account and told you that you can upgrade from 16/12/2025, this will be correct.

If the app and your main online account are still showing the incorrect details, I'd suggest reaching back out to the team, opening a complaint if needed, and asking the team to review what you're seeing in closer detail.

Linzi

Re: Unable to upgrade

Blackie73 — Fri, 28 Nov 2025 13:07:58 GMT

Still got nowhere with the upgrade I was on chat for eight and a half hours trying to sort this out so now I’ll be cancelling my contracts and going elsewhere very poor service from EE.

[mod edit: removed caps lock]

Re: Unable to upgrade

bristolian — Fri, 28 Nov 2025 13:09:18 GMT

Posting in all capitals on the internet is widely regarded as shouting, and thus rude.

I recommend checking your caps lock.

Re: Unable to upgrade

Christopher_G — Fri, 28 Nov 2025 16:43:27 GMT

I'm sorry to hear that, @Blackie73

What was it that you were trying to sort out on the chat service? Were you looking to upgrade early?

Chris

Re: Unable to upgrade

Blackie73 — Fri, 28 Nov 2025 20:42:40 GMT

Yes but now EE as put a deadlock and cancelled my contract just because i wanted to upgrade made a complaint bit childish on EE part

Re: Unable to upgrade

Blackie73 — Sat, 29 Nov 2025 07:39:26 GMT

Why thats my right to do so

[mod edit: removed caps lock]