topic Re: Can’t upgrade for to system error in Contracts & Billing

Can’t upgrade for to system error

Rvhives — Sun, 28 Jan 2024 15:51:29 GMT

Hi, I am on sim only plan and have been for 6 months, I am due an upgrade and have not been able to get my upgrade processed as the EE system has a huge error on my account because I changed my phone number a couple months ago that the EE system thinks I am a new customer since I changed my phone number, EE have raised a ‘Single User Error’ yesterday (27th January) so the IT team can fix this issue, until then I can’t get my upgrade to get a new phone, I was just wondering does anybody know how long this Single User Error will take to be fixed as this has been a lengthy process and very frustrating.

Re: Can’t upgrade for to system error

Northerner — Sun, 28 Jan 2024 16:41:57 GMT

Hi @Rvhives

Give EE CS a call on 150 and upgrade over the phone. Sorted.

Thanks

Re: Can’t upgrade for to system error

Rvhives — Sun, 28 Jan 2024 16:54:14 GMT

I have done, even their system won’t let the upgrades team go through with the order at the end because their system thinks I’m a new customer because I had a number transfer 2 months ago, when in fact I’ve been with them for 6 months now. I just wanted to know how long the “Single User Error” will take to be fixed by the IT team?

Re: Can’t upgrade for to system error

Katie_B — Mon, 29 Jan 2024 08:09:51 GMT

Hi @Rvhives.

Are you aware if the team have raised a ticket for this to be fixed?

Katie

Re: Can’t upgrade for to system error

Rvhives — Mon, 29 Jan 2024 09:47:27 GMT

Yes, they have raised a single user fault ticket, but just didn’t say how long it will take

Re: Can’t upgrade for to system error

Katie_B — Mon, 29 Jan 2024 09:50:22 GMT

Thanks for getting back to me @Rvhives.

I believe they would aim to to get this resolved within 72 hours.

For a more specific time frame for this ticket please contact our technical care team.

Katie