topic Upgrade in Contracts & Billing

Upgrade

Zoe1985 — Thu, 01 Dec 2022 08:32:03 GMT

I have upgraded, but the original plan is still showing on my account. Do I need to cancel this so I am not paying for both? The original plan is due to end today Dec 1st. I also wanted to keep the original number but with my new plan? Thank you!

Re: Upgrade

James_B — Thu, 01 Dec 2022 10:41:00 GMT

Hi @Zoe1985,

Welcome to the EE Community. 🙂

Have you received your new phone? If you have and your old plan is still showing in My EE, you may have ordered an additional line, rather than an upgrade.

James

Re: Upgrade

Zoe1985 — Thu, 01 Dec 2022 17:14:40 GMT

Hi James,

Thank you!

Yes I have received my new phone. I definitely went through the upgrade option on the original plan, which is due to end today. Do I need to cancel the original?

Zoe

Re: Upgrade

Jon_K — Thu, 01 Dec 2022 17:49:17 GMT

Hi @Zoe1985.

If it was an upgrade, the old plan would end automatically.

I'd recommend contacting our Customer Care team so they can check your account and see what has happened.

Jon