No info on upgrade

[JD0515]

Hi 

I’ve upgraded my phone to sim only plan on 10th Jan. I’ve got an email with reference number, however my Ee app still shows the old plan, I had no email/ txt message since, I can’t track my order as it shows ‘it couldn’t  be found’ and no money had been taken out of my account. When I go on my Ee app it’s  still showing me I’m eligible for an upgrade??? It’s like it never registered that I’ve upgraded?  Can anyone please explain as I’m absolutely lost, what happened? 

thanks J. 

[Katie_B]

Hello @JD0515. 

Thanks for coming to the community. 

If you text AL to 150 does this show your old plan also?

What plan did you upgrade to?

Speak soon, 

Katie 🙂

[JD0515]

Hi thanks for your reply.

yes it is still showing me my old plan as well.
I’ve upgraded to £20 sim only with 120GB data and unlimited text and calls. 

thanks J 

[James_B · Accepted solution]

Hi @JD0515,

If your plan hasn't updated there may have been a problem with your order.

Please get in touch with Customer Care so we can take a quick look at your account.

Thanks

James