topic Re: Unable to upgrade message in Contracts & Billing

Unable to upgrade message

Crispeater — Sat, 16 Nov 2024 21:33:52 GMT

I am currently on a sim only plan and the contract ran out back in April, I tried to look at phones etc to do an upgrade but I get this message at the top of the screen "just so you know, we’re unable to let you upgrade or get another phone yet"

I have spoken with 3 different people at EE regarding this and they don't know why I am receiving this message as they have checked and I can upgrade\buy another phone !!!

I am now getting calls from EE asking me what I would like to upgrade to when all I want to do is look at the phones and prices of contracts etc online in my own time.

Has anyone else seen this message ?, I have logged into my account from the app and online and get the same message.

Re: Unable to upgrade message

Rach_H — Thu, 21 Nov 2024 15:22:21 GMT

Hi @Crispeater

We want to make upgrading as simple as possible for you, so I'm sorry to hear about the trouble you're having with this.

When you spoke with the team did they advise that they were going to raise the issue you were having, so we could get this rectified?

Rach

Re: Unable to upgrade message

NetuNime — Wed, 20 Nov 2024 11:13:19 GMT

I'm having the same issue. It says on my account "Hey JO, just so you know, we’re unable to let you upgrade or get another phone yet" But it allowed me before I clicked on 'leave EE' just to see if I could and I didn't process it.

My contract ends in January and I want to get a less expensive SIM only deal. I really dislike talking on the phone as I dislike sales tactics and I like to look at deals myself in my own time. Now it won't let me look around and is forcing me to call ...

I'm sure I should be able to leave if I ever wanted to, without talking to someone anyway.

Re: Unable to upgrade message

Chris_S — Wed, 20 Nov 2024 13:57:52 GMT

Hi @NetuNime It's great news that you're wanting to stay with us and change to a sim only deal.

You don't need to call us to discuss your sim upgrade options, you can pop into one of our stores, then a store guide can check out your usage, and give you more info on which plans match your needs.

You can check where your nearest store is, and book an appointment by clicking this link here: Store finder

Chris S

Re: Unable to upgrade message

Crispeater — Wed, 20 Nov 2024 21:43:38 GMT

Looks like this has been resolved now as I can see the phones etc to allow me to browse and choose an upgrade, happy days 🙂

Re: Unable to upgrade message

Katie_B — Thu, 21 Nov 2024 17:14:37 GMT

Thanks for letting us know @Crispeater.

Katie