I too was told by an EE sales rep that I could upgrade the included Apple One Individual plan to Premier by paying the difference through EE. He even went as far as getting "confirmation from one of the Apple Gurus here at EE" which I thought was great. Since I already subscribe to Premier, I thought it was a good contract with just a small extra fee. After switching contracts, I tried upgrading to Apple One Premier through Apple's App Store, the EE app, and EE's website – but it turns out this upgrade is not possible, despite what I was told. As of 26 September 2024, you cannot upgrade your Apple One Individual to a higher tier through EE, even if you're told you can.
I spoke to multiple advisors. The first had no knowledge of Apple One and was perplexed as to why I would want another Apple One when one was already included in my plan. I asked for my complaint number on the second call as this was the third time EE mis-sold me (first time it was honoured, second time I couldn't get out of the Broadband contract I had to take out as part of the deal), the advisor said they don't have complaint numbers but as soon as I got off the call I got an automated text confirming the case was open with the complaint number and then a second later a text saying the complaint was closed. The third advisor confirmed upgrading Apple One through EE wasn’t possible but offered Roaming on a lower SIM-only plan as an apology, the third advisor then connected me with the original advisor. Turns out he just thought I could upgrade Apple One, despite him confirming I absolutely could about 10 times and his "Apple Guru" had just assumed it was similar to other benefits offered through EE which you can upgrade. He looked on Google to get an answer (their AI says you can but that's wrong) and then he checked the forums. He told me he would speak to the team and see if it could be done. He even suggested I cancel my current Apple One Premier, as that could be what's stopping it (it's not, don't do that).
I also contacted Apple, and they confirmed that subscriptions offered through carriers can only be modified by the carrier, similar to Netflix upgrades through carriers, so I couldn't just move up to Premier directly through them and pay Apple the difference.
The original advisor called back to say that it was not possible at all through EE and when I asked if he'd add the Roaming onto the lower price SIM-only contract he told me that he couldn't "because the SIM-only contracts are scrutinised a lot closer when they have the WiFi discount too" despite having already been offered it.
In short, do not take out an EE contract if you intend to upgrade the Apple One Individual plan to either Family or Premier, this is not possible, even if you've been told by an EE rep that you can. As of September 26th, 2024, this option is not available.
They could probably easily roll it out but they haven't yet so it might change but it's not looking like it's happening anytime soon as they've had Apple One as a benefit for the Full Works plan since 2022.
