topic Re: Upgrade Block in Contracts & Billing

Upgrade Block

CraigSmith2 — Thu, 26 Mar 2026 11:42:28 GMT

I have two mobile numbers, both out of contract. I tried to upgrade both online but when choosing a phone it says no plans are available. I went into the EE store to try upgrade, and they informed me there was a flexpay barrier on the account saying an amount was outstanding. There isn't as I have paid the flexpay off over 24 months and had a text from EE to say it was cleared. Store couldn't help and said I had to call EE.

I have been calling EE now for around 6 weeks to try get the barrier removed. I have on numerous occasions been told that the billing department needs to remove this and a web form would be raised and sent to them. I am still no further on and not able to upgrade.

I have submitted an online complaint to EE regarding this but have not had a response to it.

Can anybody advise how to proceed ?

Thanks

Re: Upgrade Block

Alex_H — Thu, 26 Mar 2026 14:11:27 GMT

Hi @CraigSmith2,

Welcome to the EE Community

I am really sorry to hear you have an issue with your account at the moment that is preventing you from upgrading and that it is taking so long to get sorted.

At this stage speaking to our executive team via the form may be the best step, I would definitely expect you to receive a response from them, when was it you submitted the form as it does have a response time of 7 days.

-Alex

Re: Upgrade Block

CraigSmith2 — Thu, 26 Mar 2026 15:43:30 GMT

Hi AlexComplaint was lodged on the 20th March.I had an automatic email reply to say normal reply time was 3 days.I'll give it a few more days and try calling customer services again on Monday or complete the form you provided.Thanks

Re: Upgrade Block

Alex_H — Thu, 26 Mar 2026 16:46:03 GMT

@CraigSmith2 Thanks for your reply. Was it via that form I linked that you originally submitted the complaint? If you have not heard back within the 7 days please update us and we can make sure the complaint is followed up for you.

Alex

Re: Upgrade Block

CraigSmith2 — Fri, 27 Mar 2026 08:48:47 GMT

Hi, yes is was lodged using the form link you provided. Cheers