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iPhone Upgrade Blocked by MTV Add-On

GregorWilson
Explorer

‎23-11-2020 12:59 PM

Im upgrading my 11 Pro max to 12 Pro max. I got an email this morning to call customer services to confirm my upgrade. However, the guy on the phone said my upgrade can't go through because the free trial of the MTV Play app is stopping me upgrade, now i need to wait until next month until its finished before i can upgrade. I asked the guy to just remove the add on as i never used the app anyway but he says he can't and its stuck on my account. 

 

Any help with this? Surely someone at EE can remove this from my account to allow me to upgrade? 

0 Helpful
3 REPLIES 3
Jon_K
Former EE Employee

‎23-11-2020 04:12 PM

Hi @GregorWilson.

 

Welcome to the community.

 

I'm sorry to hear that this is stopping you from upgrading.

 

Did they guy say why it couldn't be fully removed?

 

You could try getting in touch again to see if there is a reason behind this.

 

Jon

0 Helpful
GregorWilson
Explorer
In response to Jon_K

‎23-11-2020 06:37 PM

Hi Jon,


He never really went into great detail, all he said was that is stuck on my account as if its a glitch. I did ask if this is something that the IT guys could maybe look into, he said he could try but didn’t think they could do anything.

 

0 Helpful
Jon_K
Former EE Employee
In response to GregorWilson

‎23-11-2020 06:40 PM

Thanks @GregorWilson.

 

Did he say if he would get back to you?

 

I'd recommend getting back in touch with our Customer Care team so they can investigate this further.

 

Jon

0 Helpful