topic Re: Upgrade in Contracts & Billing

Upgrade

Adielufc — Sun, 18 Jan 2026 20:43:02 GMT

I got a genuine text message telling me I could upgrade to any phone on any plan with no fees whatsoever! So I picked a phone and plan and bought a case for my new phone. 3 days later I got a text saying the message was sent in error and I had to pay £141 to pay off my old phone, well I'm sorry if you make a mistake or not you should honor the offer! Anyway I'm leaving in may I'm going on vodafone they made me feel like I was trying to scam them! Really bad company

Re: Upgrade

Schockwave — Mon, 19 Jan 2026 10:55:39 GMT

Hello @Adielufc ,

Welcome to the community,

Have you spoken to one of the guides to find out what is going on and why you need to pay for your old phone?

Did you actually finish paying for your old phone, as you cannot actually upgrade to a new phone without finishing paying off the old phone first?

I would suggest speaking to them and if that does not come to a satisfactory solution you can make a complaint here:

https://ee.co.uk/help/contact-ee/complaint

You will need to allow about 7 days before you get a response, though.

Re: Upgrade

Adielufc — Mon, 19 Jan 2026 12:38:08 GMT

Hi shockwave, the point i was trying to make is i got a text message of ee out of the blue stating I could upgrade now to any phone any plan for free. So I picked a phone and plan bought a new case for the new phone then got a text 3 days later it was a mistake on their part and I cant upgrade till I pay my old phone off. I think they should honor there first text it was there mistake not mine. Im also £25 down for the new case!

Re: Upgrade

bristolian — Mon, 19 Jan 2026 14:36:13 GMT

Can you post up a screenshot or copy&paste of the text message in question?

Re: Upgrade

Adielufc — Mon, 19 Jan 2026 15:45:13 GMT

Re: Upgrade

Adielufc — Mon, 19 Jan 2026 17:05:02 GMT

There you are

Re: Upgrade

Adielufc — Mon, 19 Jan 2026 19:24:00 GMT

Re: Upgrade

Ritu_D — Tue, 20 Jan 2026 08:58:57 GMT

Good morning @Adielufc

Thank you for sending those photos through.

I completely understand how frustrating this situation is.

In order to get this investigated further I would recommend Contacting our guides or you can Make a Complaint.

Thanks

Ritu

Re: Upgrade

bristolian — Tue, 20 Jan 2026 10:12:08 GMT

I can see where some discrepancy may lie here. Your first post referred to an offer of "no fees whatsoever", you subsequently mention "upgrade to any phone for free". The text message refers to "no early upgrade fees" which is not the same thing.

How exactly were these charges listed?

Re: Upgrade

Adielufc — Tue, 20 Jan 2026 12:39:01 GMT

I called 150 and they said i would have to pay my old phone off £141 but the text said no early upgrade fees so why do they want £141

Re: Upgrade

Ritu_D — Tue, 20 Jan 2026 13:45:52 GMT

Hi @Adielufc

Thanks for coming back to us and explaining what was advised when you called 150.

If you fill in a Complaint form online, one of the team ill give you a call to discuss your experience further.

Thanks

Ritu