topic Can't Upgrade - Still Paying Off Phone? in Contracts & Billing

Can't Upgrade - Still Paying Off Phone?

UnluckyXIII — Thu, 19 Feb 2026 14:36:17 GMT

Hey,

Looking for some advice, I was under the impression that with the new style of EE contracts that my plan and my handset were now individual commitments (one for 24 month and the other 36).

The 24 month time frame has passed but I cant change, edit or upgrade my existing plan (tried all the options, menus and areas on my account, no option to do anything with the plan). I even have a note under my account stating I can't do so until my phone is paid off.

So does this mean that the 24 months plan wasn't 24 month, but in fact 36... as that seems a tad deceitful...

https://ibb.co/GvZFsH4z

Re: Can't Upgrade - Still Paying Off Phone?

Chris_B — Thu, 19 Feb 2026 14:50:36 GMT

@UnluckyXIII You can upgrade your airtime part of the contract but you have to call customer support to do this. It’s because the device is over 36 it’s saying you can’t upgrade online because you’re still paying that off. it’s two separate contracts but they are tied together when your try and upgrade online. Hopefully EE will sort this at some point so you can do it online.

Re: Can't Upgrade - Still Paying Off Phone?

bristolian — Thu, 19 Feb 2026 15:59:41 GMT

Just to add, the device loan is not always a 36month term, my last was 24months. Many people who buy expensive high-end phones just find that 36months is a more economical option.

The two contractual elements are indeed separate.

Re: Can't Upgrade - Still Paying Off Phone?

UnluckyXIII — Thu, 19 Feb 2026 15:59:50 GMT

See, I'm not overly fond of this upgrade over the phone, as I cant see the different packages available to me and the detail of each side-by-side, its a huge plus for the seller but terrible for the customer....

Re: Can't Upgrade - Still Paying Off Phone?

Chris_B — Thu, 19 Feb 2026 18:22:23 GMT

@UnluckyXIII But you could be offered a sim deal that’s not advertised so it’s also a win for you.