topic Re: In app upgrade options disappeared after handset change. in Contracts & Billing

In app upgrade options disappeared after handset change.

christof21 — Sat, 23 Nov 2024 13:21:31 GMT

I've always only ever had sim only from EE. Been with them since 2012 and I'm half way through a 12 month contract but in my app I'd been seeing upgrade options and recently saw the £24 a month offer for the Unlimited All Rounder.

My phone was an iPhone 13 I bought directly from Apple a few years back and last week I traded up to a 15 pro max via Back Market. Since then any of the upgrade options in my EE app have vanished and if I go to the shop via the app I just see a message that says:

"We can't load your upgrade info right now. There's a problem connecting to our server try again in a few minutes"

It's been like that for over a week since I swapped my phone.

Re: In app upgrade options disappeared after handset change.

Northerner — Sat, 23 Nov 2024 14:49:38 GMT

Hi @christof21

Probably becase the black Friday, Christmas deals are coming and this is coincidental. Changing your handset makes no difference.

Thanks

Re: In app upgrade options disappeared after handset change.

christof21 — Sat, 23 Nov 2024 19:01:58 GMT

We’ll see but I’m not holding my breath. It’s been like this for over a week and happened as soon as I started using a new phone after needing a new physical sim because the eSIM transfer from my old phone to the new phone went horribly wrong.

Re: In app upgrade options disappeared after handset change.

christof21 — Sat, 23 Nov 2024 23:12:19 GMT

and I’m also seeing in my app that my mobile order is being prepared. I’ve not ordered anything so no idea why that is implying I have.

Re: In app upgrade options disappeared after handset change.

Linzi_H — Sun, 24 Nov 2024 14:11:44 GMT

Hi @christof21

If you give our team a call we can double check everything for you, and discuss any upgrade options at the same time.

Linzi 😊

Re: In app upgrade options disappeared after handset change.

christof21 — Mon, 25 Nov 2024 20:03:51 GMT

I tried that but unfortunately I spoke to someone who just told me it was a system issue and I had to call to speak to someone about handset upgrades which wasn’t what I asked about.

sad really as I’ve been with EE since 2012 and I’ve had to ask for my PAC code.

Re: In app upgrade options disappeared after handset change.

Matt_124 — Mon, 25 Nov 2024 20:31:19 GMT

The only thing I can think of it being is a "service order" on your account that may have gotten stuck as your SIM may have performed a Network Refresh when inserted to the new handset to download the new network settings etc. Otherwise it's quite strange if you didnt perform any activities on your account. How long has it been doing this for?

Bear in mind that if you are halfway through a 12 month contract so you would have to pay an early termination fee upon using your PAC Code which would be for the remainder of your contract term.

I feel like this shouldn't be a tough issue for CS to resolve if you get through to the right Guide.

Re: In app upgrade options disappeared after handset change.

christof21 — Mon, 25 Nov 2024 23:01:04 GMT

It has been doing it ever since the issue with the eSIM and having to switch to a physical sim.

I’m not too concerned with the termination fee in all honesty. I only pay £6 so it would be about £25 that’s it.

Re: In app upgrade options disappeared after handset change.

christof21 — Tue, 26 Nov 2024 19:22:02 GMT

to throw even more frustration at this I’m now seeing this in my app about paying off a handset.
Just to be clear I’ve never bought a handset from EE in the 12 years I’ve been with them

Re: In app upgrade options disappeared after handset change.

Leanne_T — Wed, 27 Nov 2024 08:54:50 GMT

Morning @christof21

Thanks for coming back to us.

Can you text UP to 150, what does the reply advise?

Speak soon.

Leanne.

Re: In app upgrade options disappeared after handset change.

christof21 — Wed, 27 Nov 2024 17:02:42 GMT

@Leanne_T this is what it says

Re: In app upgrade options disappeared after handset change.

Leanne_T — Wed, 27 Nov 2024 17:17:46 GMT

Thanks for trying @christof21

In this case, I would suggest getting back in touch with our tech guides on 150. They can get the EE account looked into and if needed open a support ticket to get this sorted for you.

Please keep me updated.

Leanne.