EE Website / app not allowing upgrade

[jacobmitch04]

Hi,

I am trying to upgrade my device. I am currently on a device contract which expires next week, I have purchased a phone outright from Apple and want to "upgrade" to a SIMO. I am trying to do this on the website as I have been given a Friends & Family discount code for the first time. The problem is, every time I try to change my plan, it always wants me to add a new line, it does not give me the option to upgrade.

On my other family members account, when they press the upgrade, it lists the devices they have and then they can upgrade from there.

Any help would be appreciated as I would like to get this resolved ASAP

[Chris_S]

Hi @jacobmitch04 It's great news that you're looking to upgrade your phone, It's always exciting when it's time to get your hands on a new device 😊

I'd just like to double check that you're eligible for an upgrade, if you have the My EE app, could you log in then go to Manage>View your plan details, then scroll down to your plan, it should show you contract dates in there.

Chris S

[jacobmitch04]

My contract expires on the 16th December, so in a few days time. I obviously want to go to SIMO, so do I need to wait until the contract expires?

[Chris_S]

You'd not have to wait until the end of your contact to expire, don't worry @jacobmitch04 

When you're in your My EE account, there should be an 'Upgrade date' next to your contact expiry date, can you see that?

Chris S

[jacobmitch04]

This is all I see everytime I open the app. I have tried logging out, reinstalling etc

[Linzi_H]

Thanks for that @jacobmitch04 

And do you see this same error when logged into your main online account? 

Have you tried clearing cookies/cache to see if this does the trick? 

Linzi 

[jacobmitch04]

I have tried everything, it doesn’t show on the website but it doesn’t also give me the option to upgrade my device, it just tries to add a new line if that makes sense!!?? If I wasnt trying to add the F&F I would just call up!

[Christopher_G · Accepted solution]

Hi @jacobmitch04 

If this is happening both on your EE account through the desktop site and the EE App, the best thing I can advise is to speak to the Customer Care team so they can look into why it's happening and try to get it fixed so that you can order online with your Friends and Family code.

Chris

[Ramya2]

My phone app not help please 

[Katie_B]

Good morning @Ramya2. 

How can we help?

Speak soon, 

Katie