topic Re: I am unable to upgrade my mobile phone in Contracts & Billing

I am unable to upgrade my mobile phone

BHB58 — Mon, 01 Apr 2024 11:09:09 GMT

I have been trying to get a quote to upgrade my iphone for a few weeks. I rang 150 to explain that I could not upgrade online and was offered the opportunity to upgrade over the phone and spoke with the sales team. I I would like to look at my upgrade options online, to give me more time to make a decision. I was told by the customer services that the problem would be escalated to the technical department and dealt with as soon as possible. Last Monday 25th March, I rang 150 again and lodged a complaint that I still could not get a quote online, in my account. I have a complaint number but I have heard nothing since. Last Tuesday a nice young man from the sales team rang me to discuss my upgrade. I explained I would like to look at the options online, before making my decision. Has anyone else had this problem? Even better h has anyone else resolved it?

Re: I am unable to upgrade my mobile phone

Northerner — Mon, 01 Apr 2024 12:25:37 GMT

Hi @BHB58

Why don't you just speak to someone on line as you have mentioned. You must know the upgrade you want.

Have you tried the EE app.

Thanks

Re: I am unable to upgrade my mobile phone

BHB58 — Mon, 01 Apr 2024 13:25:53 GMT

Thank you for your reply

I have tried the App as well. It’s the same issue. My account says I can upgrade now and I’ve had a text saying ‘you’re ready to upgrade,’. I would like the opportunity of judging which contract I want to commit to, in writing, in front of me, instead of taking a deal on a verbal. Like you say, I may have to resort to speaking to someone on line, but I would prefer to see the different options and I wonder why a company of this size cannot sort out my account. I have been a customer for a long time.

Re: I am unable to upgrade my mobile phone

Christopher_G — Tue, 02 Apr 2024 06:47:40 GMT

Hi @BHB58

I'm sorry to hear that there's a problem with your viewing your upgrade options online. I understand you don't want to do this over the phone. Have you thought about popping into your nearest EE Store? They'd be able to help you and run through the options in person with you.

Chris