topic Re: Re: EE Upgrades: All you need to know in Contracts & Billing

Re: EE Upgrades: All you need to know

kbailey1601 — Tue, 06 Jan 2026 18:04:44 GMT

hi,

my phone is broken and the customer service agent in your store thinks its possibly a virus so it may not be possible to repair it. i asked about an early upgrade and he said this is an option as my flexpay contract is due for renewal in july. he said i would have to pay off my phone, which is absolutely fine of course, but i cant see any upgrade options on my account and cant access my account via the app as my phone is not working. any advice please?

Re: Re: EE Upgrades: All you need to know

Chris_B — Tue, 06 Jan 2026 20:39:15 GMT

@kbailey1601 So why didn’t you upgrade when on the phone to the agent? As your still in contract you can not upgrade via the app unless you’re entitled to upgrade. The agent was offering you a solution but at a cost. You have to upgrade via customer support or by going to a store.

Re: Re: EE Upgrades: All you need to know

kbailey1601 — Wed, 07 Jan 2026 07:29:45 GMT

Hi, I was in the store and had to discuss the options, there were other things such as getting a repair elsewhere, with my husband