topic Re: Upgrade issues in Contracts & Billing

Upgrade issues

That70sGirl — Thu, 22 Oct 2026 11:29:18 GMT

Has anyone experienced issues when trying to upgrade their phone? Tried twice in 6 months to upgrade - at the invatation of EE only to be told there was an issue with our address even though we’ve been on contracts for 4+ years and we’ve never moved? We were in store for an hour and a half this last time and store assistant told us ‘there’s a problem with your address’ even their tech support couldn’t sort it….. Error code we got was EE001- when we contacted EE direct we were told there WAS NO PROBLEM with the address…., Anyone else had problems ?

Re: Upgrade issues

Northerner — Thu, 22 Oct 2026 11:32:57 GMT

Hi @That70sGirl

Have you spoken to EE CS and tried to upgrade via 150. If not I suggest you try.

Thanks

Re: Upgrade issues

That70sGirl — Thu, 22 Oct 2026 12:28:06 GMT

Hi, yes tried that - 3 times and each time was told there was absolutely no problem with our address and they offered to do the upgrade via the phone call. This last experience instore that took 1 and half hours was unbelievable and stressful- it was even suggested that it could be a problem with the store stock and they might try and get a phone brought in from HO- there was 4 attempts made to get the new deal and upgrade done to no avail. We even contacted Equifax for a credit report because EE use them for credit checks and it’s arrived with absolutely nothing on it. We contacted EE 150 this morning for PAC codes and the representative that dealt with us assured us there is nothing wrong with our address and there would be no problem in upgrading/renewing our current contracts….

Re: Upgrade issues

That70sGirl — Thu, 22 Oct 2026 12:37:59 GMT

We have- twice now, once when we were invited to renew early- spent an hour instore and was told there was an error on our address, and also last week- this time was in store an hour and a half and again there was an error on our address. We’ve had contracts roughly 4 years, address never changed, address 100% matches the address the bank has- even their IT department couldn’t resolve it. When we rang EE ourselves from home they were happy to sell us a phone and a new contract and said there was no error?? We’ve had to go through the process of getting a credit report but it’s 100% fine - anyone else experienced this?

Re: Upgrade issues

That70sGirl — Thu, 22 Oct 2026 12:47:46 GMT

We’ve had similar a few weeks ago- spent 1 and half hours in store, got right to the end of the process, submitted the deal- only to be told ‘there’s an issue with your address, I can’t upgrade/renew your package’ Even suggested it might be a problem with the store phone stock and he could try bringing stock in from HO but then said it probably wouldn’t make any difference. Even the EE tech team couldn’t resolve the issues- all down to error code EE001. We even obtained a credit report from Equifax because that’s where our credit check was done- received it - 100% clean. Even had a conversation with a representative this morning via 150 and were told there is absolutely nothing wrong with our address or account. Sadly, We have now decided not to renew and will go elsewhere

Re: Upgrade issues

That70sGirl — Thu, 22 Oct 2026 12:52:08 GMT

Ours Was due to error EE001 which is an address issue according to the store, however the representative via 150 confirmed there is absolutely nothing wrong with our address

Even the EE tech support team who were contacted while we were in store told us they couldn’t resolve the address issue.

Re: Upgrade issues

That70sGirl — Thu, 22 Oct 2026 13:16:02 GMT

I’ve submitted a complaint 2 weeks ago about a contract renewal- only to receive an email back saying they couldn’t assist further unless I supplied the mobile phone numbers - which they can see on our account, provide them with our email address- which they have- on our account and because THEY emailed us oh and they also want dates of birth…….

Re: Upgrade issues

Rach_H — Thu, 22 Oct 2026 15:36:22 GMT

Hi @That70sGirl,

Welcome to the Community!

I'm sorry to hear about the trouble you've had when upgrading, and I can understand your frustration. I'd recommend completing your upgrade over the phone if these issues keep recurring in store, and the team should be able to get this sorted for you more quickly, while we work on resolving the issue.

Rach

Re: Upgrade issues

ee_user14 — Thu, 22 Oct 2026 15:47:20 GMT

@That70sGirl wrote:
Hi, yes tried that - 3 times and each time was told there was absolutely no problem with our address and they offered to do the upgrade via the phone call..

So why didn't you do so?

You give the impression of making this situation worse than it needs to be, when offered a seemingly valid workaround.