Upgrading duplicating the process online?

[Username12]

I'm trying to upgrade my account online and after choosing the phone & plan and proceeding through Add-ons, to Extras to Checkout for some reason, it asks me to choose a phone and plan again - even though I've done all that through My EE and entered my card details to pay.

When you choose the same handset again, it isn't pulling through any details from before i.e. multi-line discount. Why is this happening??

I've been into my local EE shop and they confirmed they couldn't do anything, your livechat says it can't handle upgrade enquiries. This is very frustrating!!

[Alex_S]

Hi @Username12,

Welcome to the community 🙂

Have you managed to complete the order online this afternoon?

If you give our customer service team a call, they will be able to process the order for you if you are still unable to complete this online.

Alex 🙂