Annual Upgrade (or not!)

[andyl999]

We are a small business with 5x users.

We are on a 30GB unlimited mins unlimited txt's 

I thought that this was a plan that allowed me to upgrade the phone 12 months into a 24 month contract.

However talking to EE on chat support apparently not so, it appears to meet all the criteria for an annual upgrade, can anybody help?

Regards Andy 

[Christopher_G]

Hi @andyl999

Welcome to the community. 

Do you know the name of the plan you're on? Did the support team advise why you aren't eligible?

Chris

[andyl999]

Thanks Christopher.

I was told verbally that I could upgrade after 12 months but of course I cannot prove it.

Looking at our EE account it says:-

24 mth Bus Select plan incl. 30GB data, Ultd mins & texts. Allowance is for use in UK and while roaming in EU (25GB data fair use policy in EU). Also incl. 1000 mins & 1000 texts to EU from UK + BT Sport app access.

Your help is appreciated, Andy

[andyl999]

Also I click on the "see all your upgrade dates" button and get the following response..

Sorry we're unable to check the upgrade eligibility at the moment, please try again later

Mind you that button has never given me a date for some 11 months now

[Christopher_G]

The current Business Select plans offer 'upgrade anytime', @andyl999.

I recommend trying live chat again. They have access to your account and will be able to explain why they're saying you can't upgrade.

Chris

[andyl999]

Thanks Christopher, chat was so slow and clunky that I don't want that life experience again. I did ask but she kept saying that it was not eligible. This did surprise me as the qualifying contract is >25Gbytes, paid up to date, unlimited talk and txt. Which we are.

I think I will wait until the lockdown has finished and contact the salesperson that I originally ordered the phones from.

I have also noticed that the 12 month upgrade seems to have disappeared off the EE website today, it was on there yesterday?

[Christopher_G]

Sorry to hear that, @andyl999

They should be able to explain why you're not eligible. Have you tried WhatsApp? There's a link on the business get in touch page.

Chris

[andyl999]

OK the plan I was after is:-

Annual upgrade is available to new and upgrading customers taking a qualifying 24-month 4GEE Max plan on eligible phones. As long as your phone is in good working order, you can trade it in and upgrade there and then to a new 24-month EE pay monthly plan (with the same or higher monthly payments as your current plan). 28 Nov 2019

However the chat operator could not or was unable to find a link to the EE website that linked to a 4GEE Max plan!

My augment was that my plan was a qualified Max plan as it was >25Mbytes and unlimited voice/txt and was paid up to date. I also verbally discussed it with the EE sales person. I bought the plan on the premise that the EE website said I could upgrade.

Pressed further he said that the annual plan had now been withdrawn!!

It is my belief that this offer is still valid for me as it was stated on the website when I purchased the plans. 

For reference the Annual upgrade has been replaced by Anytime upgrade.

So now I need to talk to the upgrade dept 

[Christopher_G]

If you're on an eligible Annual Upgrade you should still be able to do it, even though it's not been replaced with Upgrade Anytime, @andyl999.

I'd love to help more, but the business team have access to your account and are in the best place to help you.

Hopefully you can manage to get is sorted with them.

Chris