EE App, Text and Online say I can upgrade early but Live Chat saying I can’t?

[Stevie93]

Good afternoon,

I’m due for an upgrade on my sim deal (which ends next month so I can do an early upgrade . One staff member on your live chat says I can only upgrade on handsets not sim only deals? The app, 150 text and my online account says differently. Is the staff member lying to me.

[Leanne_T]

Hi @Stevie93 

Thanks for coming back to the community.

Does the EE app and website show you available SIM Only plans to select as an upgrade? Do you get any error messages if you try and select a new SIM Only plan to upgrade to?

Could you text UP to 150 and let me know the full reply, removing any personal details. 

Speak soon 🙂

Leanne.

[Stevie93]

Hi Leanne, 

The app and online show both phone plans and sim only deals. Don’t get error messages when adding a sim plan to my basket to upgrade. 

I have texted UP to 150 and they said the same in due for an upgrade.  I spoke to someone on the phone at EE earlier today and they said I’m not due an upgrade until within 30 days of my contract ending which starts this Thursday. But the app, online and text message all say I can upgrade now? 

Say it’s either your app or website causing confusion. Which for me of the biggest networks in the country is very poor. 

[Leanne_T · Accepted solution]

Hi @Stevie93 

Thanks for coming back to us.

Our mobile guides would have completed checks to see if you were currently eligible to upgrade. Please try calling us again within the last 30 days. 

The app, texts and website could be showing you can upgrade, however this may be if you were wanting a device and plan or pay an early upgrade fee. If you would like to discuss this further, please get back in touch on 150. 

Leanne.