topic Re: Trouble upgrading online in Contracts & Billing

Trouble upgrading online

Josie29 — Sat, 17 Oct 2026 07:55:03 GMT

I’m trying to upgrade in which it says I am eligible for, however it will not loads the device payment so I cannot continue. Is there any way this can be fixed?

Re: Trouble upgrading online

Alex_H — Sat, 17 Oct 2026 10:12:08 GMT

Hi @Josie29,

Thanks for visiting the EE Community

I am not aware of any widespread issues effecting the device payment page not loading. Have you tried checking out via both the app and the website and is the issue the same? Have you tested on both a Wi-Fi and data connection? Or checking out on a different device?

Alex

Re: Trouble upgrading online

Josie29 — Sat, 17 Oct 2026 13:06:33 GMT

yes I’ve tired on my phone and laptop it doesn’t get past this!!!

Re: Trouble upgrading online

Alex_H — Sat, 17 Oct 2026 14:17:34 GMT

@Josie29 If that is the same on both after clearing the cookies and cache from your browsers as well, then I would recommend giving our team a call so they can take a look at your account and help further.

Alex

Re: Trouble upgrading online

MB275 — Sat, 17 Oct 2026 15:40:17 GMT

Mine is the same

Re: Trouble upgrading online

MB275 — Sat, 17 Oct 2026 15:41:20 GMT

Mine does exactly the same. Says I’m due an upgrade, can choose a phone but payment details look exactly as above

Re: Trouble upgrading online

Linzi_H — Sun, 18 Oct 2026 07:27:25 GMT

Hi @MB275

If you've followed the suggestions in this thread and are still not any further forward, please give our team a call so they can help with your upgrade.

Linzi

Re: Trouble upgrading online

Toliver182 — Sun, 18 Oct 2026 19:19:22 GMT

Same for me.

I’m eligible for an upgrade, but when attempting to upgrade my device, the process consistently gets stuck at Step 3 – Device payment.

The section displays grey loading placeholders indefinitely. The device payment options, pricing and finance information never appear, preventing me from progressing with the upgrade.

Troubleshooting already completed:

Attempted the upgrade through both the EE website and My EE app.
Tried Safari Private Browsing to rule out cookies and cached data.
Sent the upgrade eligibility text (UP) to 150.
Retried the process multiple times, with the same result.

Re: Trouble upgrading online

Chris_S — Mon, 19 Oct 2026 07:42:31 GMT

Hi @Toliver182,

It sounds like you've already done all the right troubleshooting, so this doesn't look to be a browser, app, or cache issue on your side.

If the upgrade journey is consistently getting stuck at 'Step 3 – Device payment' where the finance and payment options don't load, it's often a sign that the upgrade system isn't able to retrieve the available payment plans for the device.

Are you currently out of contract?

Chris S