topic Re: Unable to upgrade in Contracts & Billing

Unable to upgrade

DaveP1963 — Wed, 22 Mar 2023 20:46:07 GMT

Hi.

I have a tablet which is in the last three weeks of its contract. Whereas before I’d have been able to upgrade, even early upgrade, I’m now unable to upgrade at all - likewise my phone contact. What’s going on?

TIA

Re: Unable to upgrade

Jon_K — Thu, 23 Mar 2023 08:03:52 GMT

Hi @DaveP1963

What happens when you try to upgrade?

Do you get an error message?

Jon

Re: Unable to upgrade

DaveP1963 — Thu, 23 Mar 2023 08:57:35 GMT

Hi.

Thanks for replying.

That seems to work, only to direct me to the website, where I can't upgrade.....

If this is a ploy to drive customers into shops to upgrade it isn't going to work. My nearest store is over three hours away by train or car. Not happening.

Re: Unable to upgrade

Jon_K — Thu, 23 Mar 2023 09:55:14 GMT

Are you able to give us a call, @DaveP1963 ?

Jon

Re: Unable to upgrade

DaveP1963 — Thu, 23 Mar 2023 21:23:23 GMT

Maybe, but after I get an explanation as to why I can’t upgrade online.

Re: Unable to upgrade

Katie_B — Fri, 24 Mar 2023 08:02:00 GMT

Hi @DaveP1963.

So we can help further can you confirm if you are receiving an error message and if you are what does this show?

Katie

Re: Unable to upgrade

DaveP1963 — Fri, 24 Mar 2023 09:45:41 GMT

Hi Katie. This. As mentioned earlier, texting 150 isn't affected this way.

Re: Unable to upgrade

Katie_B — Fri, 24 Mar 2023 09:56:41 GMT

Hi @DaveP1963.

If you try logging in to My EE online rather than being routed through the app does this work?

Katie

Re: Unable to upgrade

DaveP1963 — Fri, 24 Mar 2023 09:58:42 GMT

I did it both ways.

Re: Unable to upgrade

Katie_B — Fri, 24 Mar 2023 10:02:03 GMT

Thanks for trying @DaveP1963.

Our upgrades team will be able to help process this for you by giving us a call on 150, they can then pass you to the relevant team who can look further into this for you and hopefully provide some answers.

Katie

Re: Unable to upgrade

DaveP1963 — Sun, 26 Mar 2023 10:52:47 GMT

I’ll probably not upgrade and end the contract, in that case. I wish to upgrade in the way I choose.