topic Re: upgrade in Orders

upgrade

Paddyreilly187 — Mon, 21 Jul 2025 19:04:33 GMT

i was in the EE shop today because one of my contacts had come to the end so i can get a upgrade and i was going to get the new ipad air m3 13 inch i think that’s the name and it works out to £70 a month but because i didn’t have any ID i had to go back so i thought i wander if i could get a deal with broadband and a new Tv 65 inch samsung and it worked out a bit less than the ipad i was thinking of getting but when i was trying to tell the guy on the phone he was just getting it wrong and because i was phoning him from my other number and the upgrade was a different number i was trying to tell him that but he kept saying that i couldn’t get any more tech on this account and i kept saying not this account it’s the account that i am getting the upgrade on i was on the phone for 40 minutes and i still got no joy and the problem with me i can’t speak so i communicate with text messages and whatsapp and it’s been ok just today i just wanted to say something to him because he just didn’t get it and all i was asking him was instead of upgrading to a new ipad could i get a deal with broadband and new tv easy enough to understand so i have to go to the shop and ask them so i can ask them about the phone while i’m there but i’m sure my question was understandable?

Re: upgrade

Paddyreilly187 — Mon, 21 Jul 2025 19:12:04 GMT

i just wanted to say thanks to the people that replied to my post to help me out it’s nice to know that there is some nice people in the community and i’m glad that i came on here and asked you guys a question so thanks again and it’s nice to be part of the community

Re: upgrade

Chris_B — Mon, 21 Jul 2025 19:30:51 GMT

@Paddyreilly187 If you’re referring to THIS which was posted at 8.04pm and then you made this comment at 8.12pm you need to give a little more time than 8mins. No one here is actually obligated to answer any questions you make. It’s not customer support we are customers just like you. And because of this comment I decided to look at what you were talking about.

You taking out broadband has nothing to do with your tablet that you didn’t want upgraded. It’s a separate service. You give notice to terminate the table contract if you wish to end it. You take out a broadband contract. You purchasing a TV as an add on has nothing to do with ether of the above.

( both posts now merge together)

Re: upgrade

Rach_H — Tue, 22 Jul 2025 14:35:16 GMT

Hi @Paddyreilly187,

Welcome to the Community!

I'm so sorry to hear about the trouble you've had speaking with our team, and that the guide was having trouble understanding what you were looking for.

Can I just double check, to be sure that I fully understand, are you wanting to get broadband and TV instead of the iPad, or are you wanting to get both broadband and the iPad?

Rach

Re: upgrade

Paddyreilly187 — Wed, 23 Jul 2025 10:28:18 GMT

if you understand what i’m saying why are you asking if i want the ipad when i clearly said tv

Re: upgrade

Paddyreilly187 — Wed, 23 Jul 2025 10:30:19 GMT

yes sorry i didn’t have my glasses on but yes indeed of ipad get broadband and tv sorry

Re: upgrade

Rach_H — Wed, 23 Jul 2025 13:30:59 GMT

It might be worth checking out the offers we have for TV and broadband products online, as this will maybe prevent any miscommunication happening again @Paddyreilly187.

Do you know what kind of broadband connection you're looking for?

Rach

Re: upgrade

Paddyreilly187 — Thu, 24 Jul 2025 04:22:31 GMT

when i was speaking to the guy who works for you he said that the only broadband i can get in my area is BT and i was a little bit confused about the situation to be honest with you i am not really that good with the internet and things like that but i’m starting to learn more since i lost my ability to speak and communicate with my phone and i thought that living in the area i’m in would be good because i get lots of leaflets in my letterbox from different companies about getting internet and because i’m a customer with you guys i thought it’s best to keep it together because i have been happy with the service i have been getting since i started using you guys sometimes it’s a bad reception but i think it’s just the same thing with everyone but i have been thinking about getting it done and getting a new tv for next season football so i just thought i’d ask and see if it was possible to get especially if it’s not more expensive than what i’m getting you know what they said if you don’t ask you don’t get or in my case find out i’m going to the store in the morning to speak to the girl who is helping me out because i had my passport and other Identification stolen so i’m waiting for replacement so she said i could give a deposit of £25 and she can order the ipad because it wasn’t in stock but because i didn’t have any bank card i said i would come back thursday morning and sort it out and i can find out when i can get the fast broadband service that EE are advertising as i can only get BT at the moment my postcode is EC1V 9PB if you can tell me if you no but i just wanted to keep everything EE makes life easier for me just one direct debit to sort out and when i look on my EE app because i’m not that good with things yet as i mentioned earlier i don’t know how to look for deals like i have asked about if you even have any deals like that but if you do i would be interested to know if you do asap please because i would be very interested in getting one but i need to find out before tomorrow i hope that the girl in the shop can help me because she is a very helpful person and she was very patient and polite to me about my disability and having to write everything down and believe me you get some really rude and horrible people in life and they make up and excuse rather than let me write down and they read but not in your stores luckily i have always been treated nicely and given all the time i need so that’s another reason why i am happy with EE and don’t have any reason to change my service provider sorry for going on a bit i have even forgot what i am replying to i’m sure it’s in there somewhere sorry

Re: upgrade

Paddyreilly187 — Thu, 24 Jul 2025 04:34:16 GMT

hello chris b i just wanted to say that i wasn’t being funny i was actually just saying thanks for the reply i’m sorry that you might’ve taken it like i was being sarcastic or something but i wasn’t sorry that you thought that and i didn’t realise it was that soon that i said anything i’m sure it was longer and i’m just new here and i don’t want to upset or offend anyone because i’m not like that to be honest i have a hard enough time with things because i lost my speaking ability because of throat cancer and you don’t know how many people are rude or can’t be bothered it’s something that really shocked me when i first lost my voice it’s been 7 years now so i’m more used to it you know what i mean so i really wasn’t being funny it’s just because i’m new and i just wanted to say thanks and say it’s nice to have nice people and i’m happy to be part of the community i hope you understand what i’m saying and i hope you have a great day and hopefully i’ll get a reply from you in the future if i need help with anything 🙋🏻‍♂️

Re: upgrade

Katie_B — Thu, 24 Jul 2025 07:47:31 GMT

Hi @Paddyreilly187.

Thanks so much for getting back to us.

It's great to have you part of the EE Community and I hope we can help get you connected with your EE broadband.

It is lovely to hear you have had such a fantastic experience when visiting our store. Just to confirm you a revisiting the EE Store today to speak with a Store Guide?

Our Store Guide will have account access and will be able to provide you with all of our available offers.

Katie

Re: upgrade

Paddyreilly187 — Thu, 24 Jul 2025 08:29:12 GMT

i just want a little bit of advice i don’t know if i’m doing something wrong so i thought i’d ask you guys the problem is because i don’t have any wifi in my place so when i need to use my tv i use my phone because it has unlimited data so i don’t mind using it but when i do need to use it i have a really hard time trying to get it to come up on my tv options sometimes i have to give up and i have a new phone iphone 16 and i have unlimited data so i dont understand why it’s so hard to connect to my tv i get everybody else’s things come up on the screen apart from mine and i also want to know if there is a way to make it connect automatically when i do get the connection because if i have to run to the shop when i get back i have to do it all again and sometimes it doesn’t happen so i don’t know what i’m doing wrong and i’m sure i must be able to stay connected once it’s done my tv is a new one admittedly it’s not the best but it’s a smart tv made by bush i had to get a few things when i got the flat and it was all happening so fast i just got what i could afford to at the time because i had to get everything for the place and it’s not bad i get a good picture and everything else works well until i want to use one of the apps sometimes i get lucky and straight away it connects but most times i just get fed up with it because i can’t get anything i don’t know if it’s my phone or the tv but as i said it’s showing me everyone’s else’s name and network just not mine so is there something i might be doing wrong i just thought i’d ask you never know worth a try and one last thing before i go i hope everyone has a lovely day 🙋🏻‍♂️

Re: upgrade

Katie_B — Thu, 24 Jul 2025 08:37:06 GMT

Hi @Paddyreilly187.

Are you trying to connect your TV to your mobile phone to use your mobile data for apps on your TV?

This will depend on coverage at the time, you can check the coverage in your area by using the Status Checker.

It would require you to reconnect if you leave your property.

Fixed Home Broadband may be a better option, you can check your Home Broadband availability HERE.

Katie

Re: upgrade

Paddyreilly187 — Thu, 24 Jul 2025 08:42:37 GMT

yes i’m just getting myself ready to head down to the shop and the lady said she would be there and she will sort everything out for me and it’s not that often that you are looking forward to going to a shop but i know that everything will be answered for me and i will walk away from the shop with all the answers i need she is a credit to your company and you are lucky to have staff like her to be honest with you most of the time i have a good experience with your staff only twice i can remember walking away from the shop and feeling unhappy with my experience in the shop and its not a nice feeling to feel like you have been fobbed of because they can’t be bothered or something but that’s what it felt like and i don’t go to the shop anymore but that was a while ago now and everything else has been very good since then 👍

Re: upgrade

Katie_B — Thu, 24 Jul 2025 08:46:24 GMT

Hi @Paddyreilly187.

Please keep us updated following your visit to the store.

I am positive they will be able to help with this.

Katie 🙂

Re: upgrade

Paddyreilly187 — Thu, 24 Jul 2025 08:47:35 GMT

thank you for your help just one thing before i go where is the status checker on my phone or tv i did say that i’m just starting to learn how everything works so i’m not the best person but since i have been using my phone for my voice i have started to learn different things and i’m getting better at it but i don’t know where the status checker is sorry to seem stupid 🤷🏻‍♂️

Re: upgrade

Katie_B — Thu, 24 Jul 2025 08:52:33 GMT

Hi @Paddyreilly187.

The Status Checker is on the EE website it can be found by clicking this link HERE.

I hope this helps,

Katie

Re: upgrade

Paddyreilly187 — Thu, 24 Jul 2025 15:56:19 GMT

hello guys just wanted to say it’s not a good day for EE customers i have had no network for over a hour now probably more than that to be honest i am just wondering if it’s only the area that i’m in that is being affected i’m down EC1V AREA And even when i was in the EE shop today they had no service either and they didn’t even know what was going on it was a surprise to them as well the funny part was you could make text messages and they would get through to whoever but no phone calls very strange situation but while i was in the shop getting sorted i was able to ask the questions that i was asking you guys about earlier today and it was the same lovely lady who served me the other day so it was very nice and she never made me rush she answered my questions and at the end i told her that i gave her a good write up today when i was speaking to people in the community and some of the people that i spoke to where EE colleagues and i asked if i could get her name so i can put it on my post later today so she said yes and her name is MARIAM And the shop is EE moorgate to be honest all the staff in the shop are lovely people it’s a nice feeling when you leave a shop and your feeling happy because of the nice service you have been given because of my situation not being able to speak it’s not very often you feel happy about something that has just happened sometimes it’s really hard to get things across and the most annoying thing is because i can’t speak people start talking to me like i’m deaf or something like that start putting on weird accents it’s quite funny sometimes but it can be annoying especially when you’re trying to let them know that you can hear fine it’s only your voice you lost so it’s nice feeling when everything goes well and the people in the shop understand the situation and they no how to deal with you so i don’t have to get frustrated and start trying to explain it’s just like nothing is wrong and it doesn’t happen very often so it’s just nice when it does so a big thanks again to MARIAM And the rest of the staff in EE moorgate 👍

Re: upgrade

Katie_B — Thu, 24 Jul 2025 16:34:56 GMT

Hi @Paddyreilly187.

Thanks for coming back to us on the EE Community, it's great to hear Mariam was able to help you when visited our Moorgate store.

As you have provided the agents name I will be able to pass this feedback on.

I can confirm we're currently addressing an issue impacting our services, We apologise for any inconvenience caused; we're working urgently to fix this issue.

Katie