EE Upgrade - Sorry couldn't find recommendations for you

[Miller878]

I've been on holiday the past couple of weeks and have now realised my phone contract is up. I have tried to upgrade on the website but it just says 'Sorry couldn't find recommendations for you'. 

Is it saying this because i've missed the date? How do i get a new phone? How do i find out if there is anything left to pay on my current phone?

the website is awful and doesn't make it obvious.

thanks 

[Linzi_H]

Hi @Miller878 

Thanks for coming to the community.

I know how eager you'll be to get your new upgrade all sorted out, and I'm disappointed to hear you're not having much luck online!

Are you having the same trouble on the EE app and your main online account?

Linzi 

[Miller878]

Just tried the app and it says not eligible for an upgrade as you're still paying off your phone. How can that be the case if my contract has finished? Where do I find how much is left to pay?

[Linzi_H]

Thanks for getting back to me @Miller878 

With your online account saying this, you could be on a Flex Pay agreement. This is where you have a payment for your airtime, and then a payment for your device separately. 

If you can contact us on 150, one of our Guides can let you know any remaining payments and explain how to upgrade.

Linzi