topic Re: Issues updating in Contracts & Billing

Issues updating

J94619 — Tue, 14 Nov 2023 12:46:47 GMT

I’ve been offered an upgrade, I thought I purchased but didn’t receive any confirmation and now I’m lock out from upgrading?

Re: Issues updating

Katie_B — Tue, 14 Nov 2023 15:10:11 GMT

Hi @J94619.

Welcome to the community.

When did you complete your order?

Katie

Re: Issues updating

J94619 — Tue, 14 Nov 2023 17:11:52 GMT

Hi Katie,

Thanks! I think I completed it last night but didn’t receive any confirmation etc.

many thanks,

Re: Issues updating

Katie_B — Tue, 14 Nov 2023 17:19:01 GMT

Thanks for getting back to me @J94619.

Was it a SIM upgrade or a handset upgrade?

Katie

Re: Issues updating

J94619 — Tue, 14 Nov 2023 18:26:31 GMT

Hiya,

it was a sim upgrade

Re: Issues updating

Katie_B — Tue, 14 Nov 2023 18:38:00 GMT

Hi @J94619.

Does your new plan show within your EE account?

What reports back when you text AL to 150?

Katie

Re: Issues updating

J94619 — Tue, 14 Nov 2023 20:00:14 GMT

Hiya,

no it doesn’t show up, when I texted it said said my current plan and that it will refresh.

Re: Issues updating

Christopher_G — Wed, 15 Nov 2023 08:05:51 GMT

OK, thanks @J94619

If you restart your phone this morning, is it any better?

Chris

Re: Issues updating

J94619 — Wed, 15 Nov 2023 09:21:44 GMT

Hi Chris,

I have but unfortunately I'm still locked out of getting an upgrade. The only options I have left is to either get charged more when the contract expires or search for a better deal from another provider.

Thanks for your help though.

Many thanks,

Josh

Re: Issues updating

Christopher_G — Wed, 15 Nov 2023 11:32:24 GMT

Thanks for trying, @J94619. Sorry to hear that you're still having a problem with this.

Have you spoken to our Mobile Care team about this?

Chris