topic Re: Website and app incorrect - saying I'm not eligible for upgrade when I am in Contracts & Billing

Website and app incorrect - saying I'm not eligible for upgrade when I am

LES22 — Sat, 10 Sep 2022 09:48:14 GMT

I have a SIm only plan which is a rolling 30 days, so I can change it any time, but when I go to the website or app it tells me I cannot upgrade. If I call EE they say there are upgrade options for me, but I like to see these on screen so that I can easily compare. I called the technical help desk and they did a fix that lasted a day, but the same thing happened the next day and I am now told it can't be fixed. This is really annoying as I'm missing out of the iphone 14 deals I could get for pre-ordering. Has anyone had this issue and how have they resolved it?

Re: Website and app incorrect - saying I'm not eligible for upgrade when I am

Chris_B — Sat, 10 Sep 2022 10:00:26 GMT

@LES22 Have you tried clearing your browser history and cookies .

Re: Website and app incorrect - saying I'm not eligible for upgrade when I am

Leanne_T — Sat, 10 Sep 2022 10:12:49 GMT

Hi @LES22

Can you text UP to 150, does this show you are eligible to upgrade?

Leanne.

Re: Website and app incorrect - saying I'm not eligible for upgrade when I am

LES22 — Sat, 10 Sep 2022 14:15:13 GMT

Yes I’ve done that and it made no difference. Also tried opening Google browser incognito as it might have worked but that didn’t help either

Re: Website and app incorrect - saying I'm not eligible for upgrade when I am

Leanne_T — Sat, 10 Sep 2022 14:17:30 GMT

Thanks @LES22

Please give us another call on 150 and the team will get this looked into further for you, if needed they can open a support ticket for your My EE account.

Leanne.

Re: Website and app incorrect - saying I'm not eligible for upgrade when I am

LES22 — Sat, 10 Sep 2022 14:17:49 GMT

Yes that replied that I am eligible for an upgrade

Re: Website and app incorrect - saying I'm not eligible for upgrade when I am

Leanne_T — Sat, 10 Sep 2022 14:23:19 GMT

Thanks @LES22

Please call us on 150 and the team will get this investigated further for you.

Leanne.

Re: Website and app incorrect - saying I'm not eligible for upgrade when I am

LES22 — Sat, 10 Sep 2022 17:30:49 GMT

Leanne
Mi have tried getting your tech team to raise a ticket and they just tell me it’s a problem across EE and not just me. I’m not prepared to spend another 35 minutes waiting for them to answer my call to get the same answer a third time. Someone in EE needs to sort this out

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Re: Website and app incorrect - saying I'm not eligible for upgrade when I am

LES22 — Sat, 10 Sep 2022 17:38:11 GMT

Leanne

i have waited on the phone several times and spoken to your tech team several times with this info and they just tell me they can’t do any. I’m nit prepared to keep doing this. Sometimes EE needs to sort this out. It’s just appalling service or are you just trying to push customers away??

Re: Website and app incorrect - saying I'm not eligible for upgrade when I am

Leanne_T — Sun, 11 Sep 2022 06:23:25 GMT

Hi @LES22

I have sent you a private message for some extra details.

Leanne.