topic Re: I want to upgrade, but I cant in Contracts & Billing

I want to upgrade, but I cant

gaza1994 — Wed, 04 Sep 2024 12:04:27 GMT

I'm really tempted with the new Google Pixel 9XL - I've been a follower of the Google Pixel line up since the 1st one.

My last phone was the Google Pixel 6 Pro - and as Google promised 7 years of updates - I stuck with it last year when my contract was up and instead took out a Sim Only contract with EE.

I have maybe 2 months left on my Sim Only plan and was looking to upgrade to the phone - however when I click on the shop im presented with 3 options [Upgrade] [Add a Product] [Manage Account]

Upgrade button isn't a link ... at all, it doesn't work and it takes me no where - so i therefore cannot upgrade - anyone else had this issue?

Now, I know I can phone 150 and upgrade over the phone, I find it rather inconvenient and feel like I need to make a decision on what I'm after there and then and id rather do it in my own time on the website (its kind of the whole point of having a website)

It's really frustrating.

(side note: I'm a technical user, I build websites for a living, so yes, I've tried the whole clear cookies, cache etc etc)

TIA

Re: I want to upgrade, but I cant

Rach_H — Wed, 04 Sep 2024 16:32:00 GMT

Hi @gaza1994,

We want to make upgrading as straightforward as possible for you, so I can understand how frustrating this must be for you.

Just so I can be sure we are looking at the same thing, can I check this is happening when you log into your account online, as opposed to in the EE app?

Rach

Re: I want to upgrade, but I cant

Kempo — Fri, 06 Sep 2024 19:15:52 GMT

I’m having the same problem would be good to know why it’s happening

Re: I want to upgrade, but I cant

Lesley_W — Sun, 08 Sep 2024 09:44:17 GMT

Hi @Kempo

I'm sorry you are also having trouble with the using the upgrade function. Do you see a difference with app or browser?

Lesley

Re: I want to upgrade, but I cant

gaza1994 — Sun, 08 Sep 2024 09:59:10 GMT

Hi @Rach_H ,

Good question, i literally never use the app, so I've downloaded it and this is what it says!

i paid of my phone October 2023!

Something isn't right with it here

Re: I want to upgrade, but I cant

Lesley_W — Sun, 08 Sep 2024 14:19:20 GMT

Thanks for checking that @gaza1994 it really helps narrow down the issue.

Does it still reflect the same plan and contract dates in the app? I know you mentioned you are on a SIM plan that's coming to an end soon, is that showing correctly for your number?

Lesley

Re: I want to upgrade, but I cant

gaza1994 — Sun, 08 Sep 2024 16:17:10 GMT

Hi, thanks for your reply, this is what it's showing on the mobile app

Re: I want to upgrade, but I cant

Kempo — Sun, 08 Sep 2024 17:29:52 GMT

I have use the app and on the website on the computer and I’m getting the same thing I keep getting told time to upgrade but it won’t let me

Re: I want to upgrade, but I cant

Rach_H — Mon, 09 Sep 2024 11:44:28 GMT

Thanks for sending that over @gaza1994. That does look odd, so I'd recommend giving our team a call, and they can look into why this is showing, and work with you to get your upgrade completed.

Rach

Re: I want to upgrade, but I cant

Rach_H — Mon, 09 Sep 2024 11:51:25 GMT

Hi @Kempo,

We don't want you to have any trouble with your upgrade, so I'd love to help. Are you also out of contract?

Rach

Re: I want to upgrade, but I cant

gaza1994 — Mon, 09 Sep 2024 12:00:41 GMT

I have phoned, i just get told, when we can upgrade you on this end, don't know why you can't, then start the process of the upgrade!

Is there someone technical at ee I can speak to, to look into my account?

Re: I want to upgrade, but I cant

Rach_H — Mon, 09 Sep 2024 12:13:33 GMT

You would need to speak with the team over the phone @gaza1994, as we do not have account access here, to be able to see why this is happening.

Rach

Re: I want to upgrade, but I cant

Kempo — Mon, 09 Sep 2024 17:24:18 GMT

@Rach_H

I still have an month left of my contract and each time I go on the app it tells me upgrade here and time for a new device but I click on the link and nothing

Re: I want to upgrade, but I cant

Katie_B — Tue, 10 Sep 2024 07:33:00 GMT

Thanks for getting back to us @Kempo.

If you are within your final 30 days you should definitely be able to upgrade.

I would recommend following the advice provided to @gaza1994 and give us a call.

Katie