topic Re: I'm eligible for an upgrade but the app says no in Contracts & Billing

I'm eligible for an upgrade but the app says no

Chrismeow — Tue, 10 Feb 2026 17:15:25 GMT

Hey! Months ago I got a message saying I'm eligible for an upgrade. Website and app said the same about a month ago. In that time I changed my SIM to eSIM. When I check now - both the website and app say I'm not eligible and that I need to contact the support. I did. The support said that I'm now eligible and they want to help to get an upgrade. I thanked them for help and explained that I want to have a look myself. They went on to upsell regardless and ignored my comment saying that both the app and the website still says that I'm not eligible for an upgrade and I can't see phones on the deal.

Genuinely sick of the 'support' that acts as a retail branch and upsell without solving your problem. Did anyone have a similar problem and found a fix. I'm waiting till the end of the day and will just move to a different provider considering the coverage in central London got patchy too

Re: I'm eligible for an upgrade but the app says no

Northerner — Tue, 10 Feb 2026 17:40:49 GMT

Hi @Chrismeow

Text UP to 150 what does it say.

Thanks

Re: I'm eligible for an upgrade but the app says no

Chrismeow — Tue, 10 Feb 2026 17:47:40 GMT

It says:

Great news: you're ready to upgrade! Check out ee.co.uk/eeup to see your offers, call us on 150, or find your local store at ee.co.uk/store-finder

When I check the EE website it says:

Hey X, just so you know, we’re unable to let you upgrade or get another phone yet.

When I press add another product it says:

You're unable to add another product to your account at this time.

Call us to speak to someone about this or stay online and shop for accessories.

When I use the app it says (when clicking either SIM or phone)

No upgrade eligible.

The helpful support helped me in this way

I completely understand that you may not see the eligibility on your end, but rest assured, I can confirm you are eligible. If you’d like, I can help you place the order right here and now.

I also see that your account currently has access to some exclusive, time-limited deals. Acting quickly ensures you don’t miss out on these special offers, as waiting too long could mean losing them. This is a great opportunity to upgrade at the best value available today.

Re: I'm eligible for an upgrade but the app says no

Chris_B — Tue, 10 Feb 2026 19:51:35 GMT

@Chrismeow Exactly what do you want ? You want to upgrade but you finish off with

“'Im waiting till the end of the day and will just move to a different provider considering the coverage in central London got patchy too”

this post literally makes no sense.

Re: I'm eligible for an upgrade but the app says no

garetc — Tue, 10 Feb 2026 21:33:43 GMT

If you've swapped your SIM recently it won't let you upgrade via the app.

Calls 150 and get them to process it for you.

It's happened to me a few times.

Re: I'm eligible for an upgrade but the app says no

Alwaysneedhelp — Tue, 15 Sep 2026 08:38:09 GMT

Will it work in store?

Re: I'm eligible for an upgrade but the app says no

Rach_H — Tue, 15 Sep 2026 11:30:34 GMT

Hi @Alwaysneedhelp,

Welcome to the Community!

If you're looking to upgrade you should be able to do so in store, online or over the phone with our team.

Rach