Cannot upgrade online

[Paullee399]

Hi I have 3handsets on my account,2 of them are due upgrades. I can’t seem to do it online and can’t get through to an advisor as wait time is to long. I’ve been with EE for 9yrs and pay £180 a month at the moment so I would really appreciate a good deal. I also have EE broadband. Can anyone help?

[Chris_B]

@Paullee399  No one here can help

you as this is a public forum that has no access to your account.   You’ll have to call customer services if you can not upgrade online.  you’ll get the same offers as anyone else and the amount of time you’ve been with EE and the amount you currently pay means nothing as you agreed to that contact at that time. 

[Paullee399]

Not quite sure how to take that reply…

I’m not complaining about how much I pay or how long I’ve been with EE. I was only looking for advice. I think your reply is quite rude so I apologise for the inconvenience.

[mikeliuk]

Hi @Paullee399 ,

I'm sorry to hear of the bad experience you are currently having.

Have you considered opening an online chat via the "Contact us" page? I've used it a few times and find it fits better into my day.

You should be able to ask for a slight addition discount as I was offered 12% on an Additional Line on top of the 10% discount. Good luck!

[Paullee399]

Aww thank you so much for your help, unfortunately online chat isn’t working either. I’m currently trying to get through to cs 🤞I’ve been in the queue for 20mins already .

[mikeliuk]

I feel your pain. Office opening time is best to get lightly loaded lines.

I've found chat on Windows 10 Edge to work reliably and can save the transcript to prove what was promised. For anything important, I recommend to request confirmation by email or text so you can save proof.

In multiple years of calling BT, Virgin Media and Virgin Mobile, I've always ensured I've had something to do when on call, such as eating breakfast or lunch. 😂

I've also tried to take steps to reduce the number of such calls and quite welcome 24 month contacts. 🤓