topic Upgrade issue in Orders

Upgrade issue

ktan88 — Sat, 22 Nov 2025 15:29:02 GMT

Tried to upgrade my mobile today via live chat.. there is an early upgrade fee of approx £186, but was told if I sign up for EE broadband this would be waived. So I did.. paid £80 deposit when setting up the broadband. Went over the phone I want and plan etc.. then told me there is a technical error and I need to phone the dedicated flex team on Monday to sort it, she said she has added notes on my account so I don't have to go through this again but she said it will be sorted when I phone up.. ?

Sorry if I posted in wrong place

Re: Upgrade issue

Linzi_H — Sun, 23 Nov 2025 09:21:14 GMT

Hi @ktan88

It's great to hear you're upgrading with us, and I know you'll be eager to get this processed.

If our team has asked you to call directly, I'm confident this will be the best next step to getting everything in place. We're open today if you'd prefer to call and have a chat with a Guide. If your account is noted too, this will give our team over the phone a better understanding of exactly what's happened.

Let us know how you get on.

Linzi

Re: Upgrade issue

ktan88 — Mon, 24 Nov 2025 18:06:00 GMT

Spoke to a lovely chap this morning, said would phone me back at 17:00 today as I was at work with poor signal..

Anyway it was to complete the open bank to verify identity etc etc. I've completed the link but haven't had a call back unfortunately ☹️

Re: Upgrade issue

Michael_D — Tue, 25 Nov 2025 09:06:27 GMT

Thanks for coming back to us @ktan88.

If you've still not heard anything back from the team this morning, I'd recommend giving the team another call when you can and they can get this chased for you.

Michael