topic Re: Cannot Upgrade in Contracts & Billing

Cannot Upgrade

Hobbayne — Sat, 17 Sep 2022 10:16:21 GMT

I have been a member since last November on a SIM 10GB £10 24m 5G plan. I own my own iPhone 12 so its a sim only contract.

I recently had an email saying that I could upgrade, and quite fancy getting the new iPhone on a contract.

However, clicking the upgrade link I cant click on the upgrade tab. I can only access the manage account and shop tabs.

I guess I cannot upgrade then

Re: Cannot Upgrade

Corky007 — Sat, 17 Sep 2022 12:58:19 GMT

Don't expect a reply from EE. Not interested in the least about any problems. Claim to be fastest wifi in the country. Experience is another story. Also CEo of EE or group CEo Philip Jansen don't respond to contact emails etc. very ignorant people. And Jansen earning some £3,460,000. Up by 32% from £2,678,000 in 2021 a rate 0f 86% more than the average BT Worker. Astounding how they get away with it.

Re: Cannot Upgrade

daniellondon — Sat, 17 Sep 2022 16:39:32 GMT

There is a serious problem with the website and they are refusing to fix it, just fobbing people off and telling them to call customer services. I have an error which says:

“Sorry Daniel, it looks like there are no suitable plans available for this device right now.”

it was previously explained that you can only early upgrade if you select a more expensive plan, and this even appears when I select the most expensive 1tb iPhone, so definitely a glitch.

Furthermore, it should show me cheaper plans in case I want to pay the early upgrade fee.

So I’m thinking of protesting and changing to Three when my contract ends in two months.

So many people have this problem and they don’t fix it.

Re: Cannot Upgrade

Christopher_G — Mon, 19 Sep 2022 08:54:58 GMT

Hi @Hobbayne & @daniellondon

I'm sorry that you're both having different problems upgrading online. We've fed back that problem with SIM only users not being able to hit that upgrade button.

I would suggest you both speak to our Mobile Care team or pop into your nearest store to run through your options.

Chris

Re: Cannot Upgrade

kademcconville — Thu, 12 Oct 2023 10:43:15 GMT

Same problem here. It's naff.

Re: Cannot Upgrade

kademcconville — Thu, 12 Oct 2023 10:53:06 GMT

Same issue.

Reluctantly, I called up and then they tried changing my broadband (move me from EE to BT), selling insurance, etc. Plus, they would move me away from a traditional phone contract to flexi-pay - not something I want.

"Upgrade Anytime" is nonsense!

Re: Cannot Upgrade

Leanne_T — Thu, 12 Oct 2023 12:12:02 GMT

Hi @kademcconville

Did the team go through all your available upgrade options when you called and raise a support ticket for your EE account?

Leanne.

Re: Cannot Upgrade

kademcconville — Thu, 12 Oct 2023 15:11:11 GMT

Hey @Leanne_T

I was advised to cancel my contract and take out a brand-new flex plan, downgrading from a "full works" plan to a "essential plan".

That as well as leaving EE broadband (ironic) to move over to BT!

I.e. I cannot upgrade anytime, despite what I have done for 5+ years in a row now!

Shocking from EE. Not ticket was raised either.

After a 42 minute phone call, it's a waste of time.