topic Can’t upgrade in Contracts & Billing

Can’t upgrade

GScience — Sat, 05 Sep 2026 12:41:57 GMT

I have recently had two of my phone lines roll off their 2 year SIM-only contracts. If I text UP to 150 I am told I am ready to upgrade, but the website tells me “just so you know, we’re unable to let you upgrade or get another phone yet.”.

Can I ask what might be causing this?

Re: Can’t upgrade

XRaySpeX — Sat, 05 Sep 2026 13:55:14 GMT

The SIMs might well have passed their min. terms but has the phones themselves? Are the phones on a longer FlexPlan device contract? If so, you cannot upgrade the SIM plans online but will need to call CS.

Re: Can’t upgrade

GScience — Sat, 05 Sep 2026 14:33:13 GMT

Thanks for the reply: I don’t have any phones on contract at all, actually. Just SIM only plans, which both hit their 2 year contract expiry on the 29th August

Re: Can’t upgrade

Northerner — Sat, 05 Sep 2026 14:35:17 GMT

Hi @GScience

You'll need to speak to EE CS on 150 because there is no account access on these forums.

Thanks