topic Re: Not allowing upgrade due to income! in Contracts & Billing

Not allowing upgrade due to income!

Rhocken — Sat, 31 Aug 2024 18:49:30 GMT

I’ve been an EE customer for 7 or 8 years, have a handset contract, sim only contract and my Apple Watch and my average bill is around £160 per month… never missed a payment. I’m at the end of my contract and was looking to upgrade….I add a product to my basket (which is far less than what I’m paying at the moment) and it asks for my income bracket… it then states I am not eligible for the product due to my income. What gives?

Re: Not allowing upgrade due to income!

Northerner — Sat, 31 Aug 2024 19:31:07 GMT

Hi @Rhocken

There is no account access on these forums, you best speak to EE CS on 150.

EE are a responsible lender and you must no longer qualify for the additional credit however like I said above best call them.

Thanks

Re: Not allowing upgrade due to income!

Jammy81 — Wed, 04 Sep 2024 12:35:03 GMT

Same, been with EE for a few years now at least 2018 but feel like it’s been longer and currently have 4 lines with them with a total monthly bill of £153. My personal phone contract is £63 a month and is up in 10 days so looking at upgrade options, a 15 pro max is £10 a month cheaper but they are saying my +£50k income isn’t high enough to qualify for this £50 pm contract!!

honestly this has annoyed me so much I’m probably going to move all my lines elsewhere even if it costs me more.

Re: Not allowing upgrade due to income!

Ali_A — Wed, 04 Sep 2024 16:32:10 GMT

Hi @Jammy81

If you are upgrading using our Flex Pay option you will have two separate contracts and direct debits, one is an interest-free credit agreement for your phone, which has the additional check, the other is a 24 month Airtime plan.

You can call Customer Care on 150 from your EE handset where a guide from our upgrade team will be able to look at the deal you are looking for as a standard upgrade option instead.

Ali

Re: Not allowing upgrade due to income!

Rhocken — Wed, 04 Sep 2024 19:42:36 GMT

Yep me too. I mean what level of income do they require ?! It’s crazy!
I’ve requested the PAC codes for both my lines and will likely take out a new contract elsewhere for the iPhone 16. Been happy with EE up until now but that really angered me!!!

Re: Not allowing upgrade due to income!

Chris_B — Wed, 04 Sep 2024 19:45:11 GMT

@Rhocken And have you spoken to customer support about this ?

Re: Not allowing upgrade due to income!

bristolian — Wed, 04 Sep 2024 21:26:25 GMT

@Rhocken wrote:

I’ve requested the PAC codes for both my lines and will likely take out a new contract elsewhere for the iPhone 16. Been happy with EE up until now but that really angered me!!!

All have freedom of choice, but decisions made in haste are rarely good ones.

In no particular order, consider the complaints process & make sure of testing any proposed new network with a PAYG SIM to ensure coverage & service meet your requirements in all necessary locations - the 4 networks can perform very differently!

Re: Not allowing upgrade due to income!

Shredqueen — Sat, 21 Sep 2024 21:54:12 GMT

Same here! Answered the income question in the shop. Now logged online and can’t access any deals. All expecting upfront ridiculous amount for the phone!!! Been a loyal customer for well over a decade. Pretty sure I’m going to change providers now

Re: Not allowing upgrade due to income!

Ivymae71 — Fri, 29 Nov 2024 09:45:39 GMT

so if I call and ask for a “standard” plan it will go through the way it always has? I have been a customer with EE since it was Orange and never had issues, today I can’t upgrade as my income isn’t enough… although a high bracket ! Why can’t we do standard upgrade online the way we did previously? Sorry for all the questions, really , really angered me if I am honest

Re: Not allowing upgrade due to income!

Chris_B — Fri, 29 Nov 2024 19:54:58 GMT

@Ivymae71 Only flex tariffs are available online you can get the old style contract and you need to call customer support for this. Just say you don’t want a flex tariff.