topic Re: Not Eligible for Upgrade in Contracts & Billing

Not Eligible for Upgrade

garetc — Thu, 25 Aug 2022 13:42:34 GMT

I did a SIM swap a week or so ago from eSIM to physical in readiness for the new iPhone and since doing so MyEE it says I am not eligible to upgrade although I was previously. It's not limited to my account and is doing the same on my partner account who went from physical to eSIM.

Is there a time frame or exclusion period after a SIM swap? When I called up they said they could see I am OK to upgrade and have up to 3 lines (although I only have 1) although imagine calling in on 'iPhone day' will be an issue!

Thanks! 😀

Re: Not Eligible for Upgrade

Christopher_G — Thu, 25 Aug 2022 16:31:18 GMT

Hi @garetc

I'm not aware of any exclusion periods. Do you have any accessories or anything that might account for the other two lines?

Chris

Re: Not Eligible for Upgrade

garetc — Thu, 25 Aug 2022 17:11:42 GMT

Hi @Christopher_G,

Thanks for the reply!

It happened to me a while ago when I switched the other way around on the SIMs. I just assumed it was some sort of safety feature to stop people hijacking SIM Only eSIM’s and ordering phones.

I don’t mean they said I had 3 lines, rather my internal approval/credit on the account has got the capacity to have up to 3 lines, so I can in theory add 2 more subscriptions.

Re: Not Eligible for Upgrade

Christopher_G — Thu, 25 Aug 2022 17:16:08 GMT

Oh, I see. Thanks @garetc

If you have any problems ordering online, it would definitely be worth giving us a call instead.

Chris

Re: Not Eligible for Upgrade

MozzaSec — Thu, 25 Aug 2022 19:07:12 GMT

I have had the same problem, since an esim sim swap....

The Upgrade option took about 3 weeks to reappear, and the additional line still hasn't...

But CS Can sort that out, just make sure the remove the delivery charges..

Re: Not Eligible for Upgrade

garetc — Thu, 01 Sep 2022 17:37:11 GMT

Thanks for the reply @MozzaSec

The option for upgrading to a new handset re-appeared today on both accounts. I also went in-store last week to ask and they could see I was able to upgrade. They’d not seen that issue before so we’re a little confused by it.

Seems like it’s a weird bug with eSIM or has been done on purpose, as a security measure and staff haven’t been told about it!

Re: Not Eligible for Upgrade

STUNNERWAN — Sun, 16 Oct 2022 21:48:43 GMT

I have similar issue. I have contacted CS several times and I even went to the ee store but they couldn't resolve it. Still having the issue😒😒

Re: Not Eligible for Upgrade

Jon_K — Mon, 17 Oct 2022 12:25:42 GMT

Hi @STUNNERWAN.

Were our Customer Care team able to advise what you need to do?

Did they say why you weren't eligible, or is it a problem with your account?

Jon

Re: Not Eligible for Upgrade

STUNNERWAN — Mon, 17 Oct 2022 11:48:09 GMT

They mentioned I have upgrade options plus I can also add about 4 lines to my account on their system but on my ee app I don’t have those options available which I showed to them but the CS team couldn’t do anything about it

Re: Not Eligible for Upgrade

Jon_K — Mon, 17 Oct 2022 12:39:14 GMT

Thanks @STUNNERWAN.

Were they able to upgrade you manually over the phone?

Jon

Re: Not Eligible for Upgrade

STUNNERWAN — Mon, 17 Oct 2022 16:00:27 GMT

Actually I didn’t want to upgrade. I used to see those options when I use the app so I thought it was an issue with my account when it suddenly changed after switching to the esim.
I’m using a physical sim now but I still don’t see those options like before

Re: Not Eligible for Upgrade

Christopher_G — Mon, 17 Oct 2022 16:28:45 GMT

Do you get options through the My EE desktop site, @STUNNERWAN.

Chris

Re: Not Eligible for Upgrade

STUNNERWAN — Tue, 18 Oct 2022 05:37:14 GMT

No but the CS team could see my options on their system and it was same when I contacted 150