topic Re: Trying to upgrade early but always takes me to the wrong phone in Contracts & Billing

Trying to upgrade early but always takes me to the wrong phone

AlexanderPSedlm — Mon, 06 Mar 2023 12:12:18 GMT

Hi.

I have multiple lines (4) on my account and one of them is due a free early upgrade +20% off the monthly fee however when i click on go to upgrade it takes to me to one of my other phones, one that is not due an upgrade. It does it everytime regardless of how i arrive at the upgrade page.

I'n actually going to switch it to a sim only plan as we want to keep the phone as there is nothing wrong with it.

Very frustrating, please help.

thanks

Re: Trying to upgrade early but always takes me to the wrong phone

Chris_B — Mon, 06 Mar 2023 12:33:01 GMT

@AlexanderPSedlm Try clearing your browser history and cookies first then try again.

Re: Trying to upgrade early but always takes me to the wrong phone

Katie_B — Mon, 06 Mar 2023 13:25:10 GMT

Hello @AlexanderPSedlm.

Welcome to the community.

When you text UP to 150 from the phone due to an upgrade what reports back?

Is the contract within the final 45 days?

Speak soon,

Katie

Re: Trying to upgrade early but always takes me to the wrong phone

AlexanderPSedlm — Mon, 06 Mar 2023 14:12:37 GMT

will check later. It's not my personal phone just one on my account.

Early upgrade, not standard upgrade (this is later next month)

Re: Trying to upgrade early but always takes me to the wrong phone

AlexanderPSedlm — Mon, 06 Mar 2023 14:17:27 GMT

Hi. That didn't work.

Re: Trying to upgrade early but always takes me to the wrong phone

Katie_B — Mon, 06 Mar 2023 14:21:53 GMT

Hello @AlexanderPSedlm.

If you are not within your 45 days free upgrade period and this is an early upgrade you will be required to take a plan at your current monthly cost or more.

You can find your contract dates within your My EE account under plans.

Please be sure to let us know if you have any further questions.

Katie

Re: Trying to upgrade early but always takes me to the wrong phone

AlexanderPSedlm — Mon, 06 Mar 2023 14:32:39 GMT

The info on the accound page (and the picture i attached to my previous message) say upgrade free now plus 20% off monthly fee. However this isn't the issue. The issue is that when I click on upgrade for that phone, it takes me to a different phone on my account, one that is not due an upgrade.

Re: Trying to upgrade early but always takes me to the wrong phone

AlexanderPSedlm — Mon, 06 Mar 2023 17:46:56 GMT

after messaging UP to 150 the reply says early upgrade free if cost is the same or higher. But again, this not the issue. When i try to upgrade it takes me to a different phone on my account and tries to upgrade that. Help Please

Re: Trying to upgrade early but always takes me to the wrong phone

Leanne_T — Mon, 06 Mar 2023 17:50:46 GMT

Hi @AlexanderPSedlm

Thanks for coming back to us.

In this case, please call us on 150 and the team will get this looked into for you and help you with the upgrade on the correct number.

Leanne 🙂

Re: Trying to upgrade early but always takes me to the wrong phone

AlexanderPSedlm — Tue, 07 Mar 2023 08:51:24 GMT

Thank you. I'll do that today.