topic Re: upgrade issues in Contracts & Billing

upgrade issues

maverick8550 — Sun, 08 Dec 2024 12:49:35 GMT

having logged in online and in the app im unable to see my upgrade options. all i get is there are no avalible plans try another.

is this a common issue?

Re: upgrade issues

Katie_B — Sun, 08 Dec 2024 14:23:33 GMT

Hello @maverick8550.

Thanks for coming here.

What reports back when you text UPGRADE to 150?

Katie

Re: upgrade issues

maverick8550 — Sun, 08 Dec 2024 14:46:42 GMT

It says I can upgrade anytime and to call 150 or go in-store

Re: upgrade issues

Katie_B — Sun, 08 Dec 2024 14:49:02 GMT

Thanks for confirming @maverick8550.

If you are unable to view your options online please give us a call.

Katie

Re: upgrade issues

Matt_124 — Sun, 08 Dec 2024 14:55:05 GMT

Are you currently trying to upgrade early before the end of your contract minimum term?

What kind of plan (No Frills, Essentials, All Rounder, Full Works) are you currently on?

Re: upgrade issues

maverick8550 — Sun, 08 Dec 2024 15:13:55 GMT

Yeah full works, looking at swapping handsets....which is proving more complicated than normal 🤣

Online chat isn't great and phoning comes with it's own issues, still waiting for a call back after speaking to someone last week

Re: upgrade issues

Matt_124 — Sun, 08 Dec 2024 17:11:07 GMT

Ah I see, it's Upgrade Anytime you're using.

With Upgrade Anytime you need to maintain the same or higher monthly cost when you Upgrade and, depending on how many times you've done it and what your current plan is, there may not be an equivalent plan on the phone you're looking for and it would then state this.

Also EE have now gotten rid of Upgrade Anytime from contracts going forward, so you will be allowed to do this one more time as it's in your current plan but it has been scrapped going forward.

Would you mind giving the approx Monthly cost of your current plan and then what handset you're looking at getting? I'll take a look at the plans I can see and see if I can confirm if that is likely the issue.