Upgrade issues

[KrisTheMental]

Hi,

I’ve been looking at my EE app as I know that I am coming up to a free upgrade and have received this message which also appears on the website.

During the first lockdown my phone died on me and I had to change it to the one that I have now which I bought outright from an online shop as all of the ee shops were closed, I am still using my ee sim and my account but I can’t see why this would have an effect and show the message above?

Has anyone else had this issue? I did recently ask in a ee store and explained the situation which they were happy with but even they didn’t know the answer.

Thanks,

[Christopher_B]

Hi @KrisTheMental

Welcome to the EE Community 😊

I hope you're well and having a bice day, other than this issue of course. 

You should be able to change this in the Account Settings section of your My EE account.

Could you please give that a go and let me know how you get on?

Thanks

Chris.

[KrisTheMental]

Good morning Chris,

I am doing well thank you.

I have looked in the my account settings but can’t find the relevant option.

I don’t suppose you know which option I should choose by any chance?

Regards, 

Kris

[Christopher_B]

@KrisTheMental Once logged in you should be able to click on My EE in the top menu, then manage and it should be in there somewhere.

Thanks 

Chris

[KrisTheMental]

Hi Chris,

I’ve had a look but it keeps showing the same message which is kind of messed up as I am the bill payer/account holder  and used my details to log in to the system Lol!

I think when I go for the free upgrade I am going to have to do it over the phone or in store at this rate.

Regards,

Kris

[Christopher_B]

@KrisTheMental I'm sorry about this.

The best thing to do is have a chat with our customer care team so they can look into this with you.

Thanks 

Chris