topic Re: Unable to upgrade in Contracts & Billing

Unable to upgrade

DEViANCE — Fri, 29 Dec 2023 15:07:55 GMT

I have 3 mobiles on my account, one of which I know the contract ended in Nov, however on all 3 it says Sorry, you can't upgrade this device just yet, even the one I know I can, I don't want to call up to upgrade as the last time they screwed up big times so would rather do it myself. This message is on the ee website and the app, if I go through shop and click upgrade nothing happens.

Any help appreciated

Re: Unable to upgrade

Leanne_T — Sat, 30 Dec 2023 07:09:44 GMT

Hi @DEViANCE

Thanks for coming here 🙂

Can you text UP to 150 from the phones, does the reply show you are ready to upgrade?

Leanne 🙂

Re: Unable to upgrade

DEViANCE — Sun, 31 Dec 2023 23:59:53 GMT

Yes it says upgrade today call 150 or shop.ee.co.uk

Re: Unable to upgrade

Christopher_G — Mon, 01 Jan 2024 10:36:29 GMT

Could you try upgrading through a different device or browser please, @DEViANCE?

Let me know if it works please.

Chris

Re: Unable to upgrade

DEViANCE — Mon, 01 Jan 2024 11:01:42 GMT

It gives the same error no matter what device/browser I use, on all 3 accounts, 1 out of Contract, 1 in early upgrade state and another 6 months to go

Re: Unable to upgrade

Christopher_G — Mon, 01 Jan 2024 11:40:31 GMT

It sounds like it could be a problem with your account, @DEViANCE

If you speak to our Mobile Care team or pop into your nearest EE Store, they'll be able to look into this and help you upgrade.
Chris