topic Trouble upgrading in Orders

Trouble upgrading

Theross6 — Fri, 12 Sep 2025 21:14:30 GMT

Hi all I’m having trouble upgrading say technical fault but if I go to buy new phone not upgrade it lets me can anyone help been waiting for ee guide to reply since 1-15 when wait time was 1-30

help

Re: Trouble upgrading

Northerner — Sat, 13 Sep 2025 05:12:37 GMT

Hi @Theross6

Try again after 9am, alternatively speak to EE CS on 150 and upgrade over the phone.

Thanks

Re: Trouble upgrading

Chris_S — Sat, 13 Sep 2025 07:42:13 GMT

Hi @Theross6

It's great news that you're looking to upgrade.

I'd recommend using a different browser to access the website.

Clearing cookies and cache before accessing the website may also help to fix the issue.

If you're still unable to access the website to order the phone after trying those fixes, I'd recommend giving us a call.

Chris S

Re: Trouble upgrading

AB58 — Sun, 14 Sep 2025 15:30:03 GMT

I am having the same problem.
it was working fine yesterday but today will not let me login to upgrade.
reading back I can see ee have had this problem goi g on for well over a year.
I DO NOT want to call to upgrade I want to do it online. It’s ridiculous that ee still haven’t fixed this problem.
I have 4 numbers on my account and as we are all out of contract now it would obviously be easier for me to leave ee and go elsewhere

Re: Trouble upgrading

Rach_H — Mon, 15 Sep 2025 11:19:22 GMT

Hi @AB58,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your account. I'd recommend giving our team a call, even if your would prefer not to upgrade by speaking with them, and they will be able to help get the issue with your account resolved.

Rach