EE Upgrades: All you need to know

[Leanne_T]

Time for a new phone? Here's how to check if you're due an upgrade with EE or would like to upgrade early.

How to check if you can upgrade?  

• Log in to the EE account or EE app to view when you can upgrade.

• Text UP to 150. You'll then get a text message back informing you whether you're eligible and explaining what to do next.  

• Call 150 from an EE phone and select upgrades. 

You can upgrade to a new device and plan if you've got fewer than 30 days to go until your contract renewal date. Alternatively, if you’re in the last 100 days of your contract, you can get the latest device with no early upgrade fee if your new plan is higher than your current plan.

If you are on an eligible Upgrade Anytime plan, you can upgrade from day 15 of your new plan and up to 30 days before it ends. Please see the  How Can I Upgrade Anytime? Help page for full terms and conditions.

If you have taken out a device credit agreement with us, you can upgrade your phone whenever you like from day 15 of a new plan, you just need to pay off the remaining balance of the device. 

However, if your account has an outstanding balance then you will not be eligible for an upgrade until the outstanding amount is settled. If you want to make a payment, please see our How do I pay my phone bill?, Help page.

Can I upgrade early?

Yes, you can upgrade early if you meet the following criteria:

• On an eligible pay monthly plan with EE
• Six months or more into your contract with more than 30 days until your current plan ends.

Your early upgrade fee will depend on how long you’ve got left to run on your plan.

Can I upgrade from a SIM only plan to a pay monthly phone plan? 

Yes, you can move to a pay monthly phone plan if you meet the following criteria:

• If you have a SIM Only plan and want a new phone and are a new EE customer, you can upgrade once you’ve been on a SIM only plan for six months.
• If you’ve been on your plan for six months or more, you can upgrade from a SIM Only plan onto a phone plan at any time. 

• If you have a 12-month SIM only plan, you can upgrade once you’ve been on your plan for six months. If you are on a 30-day SIM Only plan, you can upgrade at any time. 

Can I keep my existing phone?

You can keep your existing phone or trade in . Full details can be found in our How to 'Trade In' your old device with EE, Help page. 

However, if you are upgrading with Upgrade Anytime and would like to keep your old phone, you'll have to pay an extra charge depending on how long you've been on your current plan.

Can I cancel the upgrade?

You can decide to cancel your upgrade and return the device by contacting us within 14 days, unless you have traded in your old phone.  

The 14-day cancellation period does not apply to upgrades done in one of our retail stores.

 Any questions tap reply below.

[andrenaf73]

How do i upgrade from sim only monthly plan to a new phone monthly plan as only options website are giving me are no use as its more sim only plans no phones at all

[Peter_W]

Hey there @andrenaf73, welcome to the EE Community!

How long have you been with us on SIM Only, and did you have a contract with a phone before this?

Peter

[andrenaf73]

Been a customer since 2009 have multi phone's and sim only contracts been sim only for good few years now but ended up chatting to someone at ee chat and they said i could upgrade but when i checked online again only sim only contract available, so will just go to a store instead 

[Peter_W]

Thanks for explaining all of that @andrenaf73 😊

Have you given the app a try as well as the website?

If you're out of contract, or moved to SIM Only from Pay Monthly, then you should absolutely be able to move over to a plan with a phone included. 

In the app select Manage Mobile > the number you want to upgrade > Upgrade now, then it should have separate tabs at the top for 'Phone and Plan' and 'SIM Only'.

Our team in-store will be more than happy to help if you still can't see these options though!
Peter

[Matilda3663]

Hi,

your webpage isn't working for many months now. I'm blocked from my own accounts. It says always 'technical error' or isn't open at all. Something is not right since you're actively involved with BT. I'm since 2005 your customer when you were still T-Mobile, you changed to EE and it was brilliant, but since BT is highly involved nothing is working and the bills went up. Is this happening on purpose to destroy a good company, or what's going on? 

In this month you has cancelled my direct debit and I can't get back to pay my broadband bill. I'm desperate to try to find your bank account details to do it on my own, but I can't find anything on the internet. You truly made it really hard for your long-time customers. I consider to cancel my accounts altogether, if I can't get any result/reply/change of your access to your app and website very soon. I don't even have access to my broadband account number, my mobile account is: XXXX, my mobile: XXXXXX, if it helps to find me/ or my accounts. Thanks. 

[Mod edit]  Personal details removed, please do not share any identifiable information in public

[Peter_W]

Good afternoon @Matilda3663.

I'm really sorry to hear you've had so much trouble with your account recently, I appreciate it must be especially worrying if your direct debit has stopped working and you aren't able to see the details of what's happened.

I've edited your original post to remove your account details, as nobody via these forums has access to your account and we wouldn't want you displaying these in public.

If you get in touch with our customer care team, they'll be able to check over how your online account is set up, and also get you put in touch with someone that can check your direct debits too.

You can find all the details you need on how to get in touch here:

Contact Us | Help & Support | EE

Peter