topic Re: Unable to get early upgrade, view plans or get an additional phone in Contracts & Billing

Unable to get early upgrade, view plans or get an additional phone

runnerpaul — Tue, 07 Feb 2023 08:58:31 GMT

I lost my phone and need a new one even though I'm in the middle of my current contract. I'm not yet eligible for a standard upgrade(which is understandable). I would however like to get an early upgrade. I clicked the link in the upgrade section to find out what my early upgrade fee would be. This brought me to the upgrade page which has a line at the top stating "Hey PAUL, just so you know, we’re unable to let you upgrade or get another phone yet." There is also a link saying "Upgrade Get a new device from N/A."

I contacted EE via the chat and was passed about a bit. Each agent claimed that there was no restriction on my account. They suggested things like clearing my cache, trying a different browser etc. I'd already tried these things but it doesn't seem like an issue on my side.

I would add that I had my sim blocked when the phone first went missing. I've since got a new sim and have used it in an old phone.

Can anyone advise how I can resolve my issue? If I don't get it today I'll likely go with another network. It's something I'd like to avoid but I've already checked and I'll have no problems getting getting a contract/phone from them.

Re: Unable to get early upgrade, view plans or get an additional phone

Katie_B — Tue, 07 Feb 2023 09:09:37 GMT

Hi @runnerpaul.

Thanks for coming to the community.

I am sorry to hear this is happening.

Was your fee provided over the phone?

Did our customer care team advise if they could process this for you?

Speak soon,

Katie

Re: Unable to get early upgrade, view plans or get an additional phone

runnerpaul — Tue, 07 Feb 2023 09:15:24 GMT

I didn't get a fee. Clicking on the like to find out about the fee brought me to the upgrade page which stated I can't upgrade or get another phone.

Re: Unable to get early upgrade, view plans or get an additional phone

Katie_B — Tue, 07 Feb 2023 09:18:21 GMT

Hi @runnerpaul.

Sorry, when you spoke with our chat team did they provide you with any information regarding your fee or was the conversation only regarding trying to fix the online issue?

Katie

Re: Unable to get early upgrade, view plans or get an additional phone

runnerpaul — Tue, 07 Feb 2023 09:32:44 GMT

No discussion regarding fee. They did offer to process any order I had regarding a phone/contract but I want to see what my options are first.

Re: Unable to get early upgrade, view plans or get an additional phone

Katie_B — Tue, 07 Feb 2023 09:38:16 GMT

I completely understand @runnerpaul.

When you have a moment please take a look at your private messages.

Katie

Re: Unable to get early upgrade, view plans or get an additional phone

XRaySpeX — Tue, 07 Feb 2023 12:48:11 GMT

Cost of cancelling or upgrading early will be Monthly Fee x Months Remaining, pro-rata to the nearest whole day, of contract term - 4%.

You can text INFO to 85075 to find out the exact figure as of now.