Can’t upgrade for to system error

[Rvhives]

Hi, I am on sim only plan and have been for 6 months, I am due an upgrade and have not been able to get my upgrade processed as the EE system has a huge error on my account because I changed my phone number a couple months ago that the EE system thinks I am a new customer since I changed my phone number, EE have raised a ‘Single User Error’ yesterday (27th January) so the IT team can fix this issue, until then I can’t get my upgrade to get a new phone, I was just wondering does anybody know how long this Single User Error will take to be fixed as this has been a lengthy process and very frustrating.

[Northerner]

Hi @Rvhives 

Give EE CS a call on 150 and upgrade over the phone. Sorted. 

Thanks 

[Rvhives]

I have done, even their system won’t let the upgrades team go through with the order at the end because their system thinks I’m a new customer because I had a number transfer 2 months ago, when in fact I’ve been with them for 6 months now. I just wanted to know how long the “Single User Error” will take to be fixed by the IT team?

[Katie_B]

Hi @Rvhives. 

Are you aware if the team have raised a ticket for this to be fixed?

Katie

[Rvhives]

Yes, they have raised a single user fault ticket, but just didn’t say how long it will take 

[Katie_B]

Thanks for getting back to me @Rvhives. 

I believe they would aim to to get this resolved within 72 hours. 

For a more specific time frame for this ticket please contact our technical care team. 

Katie