I cannot upgrade or add a device to my plan even though my contract has finish.

JckS · ‎27-02-2023

Hello Everyone,

I noticed that I can't upgrade plan or sim only on my account for a week, the contact ended a few months ago and a week ago everything was fine, I could add a new device, I could upgrade, but when I checked today, I can neither add a new device or do an upgrade.

Can someone from EE explain this to me? What happened?

I will be grateful. Thanks

All the best.

Katie_B · ‎27-02-2023

Hello @JckS.

Welcome to the community.

I am sorry to hear this is happening.

Could you please confirm if you are seeing any error messages?

What reports back if you text UP to 150?

Speak soon,

Katie

XRaySpeX · ‎27-02-2023

Would you have requested your PAC from EE? That would have signalled your intention to leave & may have put your a/c on hold.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

JckS · ‎28-02-2023

Hello @Katie_B

I sent a UPGRADE message to 150 and there was no error, just if you want to upgrade call 150 or click in the link.

I attach two screenshots of what messages I have on the EE website.

Hopefully this is help.

Thanks.

[Mod edit: Image rejected due to it containing personal information.]

JckS · ‎28-02-2023

Hello @XRaySpeX

Around 2 weeks ago I was only checking how much it would cost me in cancelling my contract. I haven't asked for a PAC. Not long after I have received a message saying if I leave now I will lose the discounts and having to pay. I didn't mention that I hold 2 numbers with EE, one of them is a full plan whereas the second is sim only. Sim only plan contract has ended in November 2022.

I hope this will help.

Also I would like to know what I have to do right now for my account to go back to normal?

Thank you.

James_B · ‎28-02-2023

Hi @JckS,

Our Customer Care Team will be happy to take a quick look at your account if you get in touch.

If a PAC has been generated, they'll be able to cancel it so you can upgrade.

James

XRaySpeX · ‎28-02-2023

@JckS wrote:

Around 2 weeks ago I was only checking how much it would cost me in cancelling my contract.

Did you do that by texting INFO to 85075?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

JckS · ‎28-02-2023

Nope, I just clicked something on the website to check in.

JckS · ‎28-02-2023

I chatted with two agents, the first one asked me to delete all browser history and log out of my account and log back in
during this time he will update my account, unfortunately it didn't help.

Writing with the other one, my account was also checked and from the EE side it's ok,
my account is not on hold, I can upgrade or add a new device but from my side I can't do anything
because I can't upgrade or add a device.

I really don't understand what happened and how to solve it, it's a problem for me because I can't do anything on my account.

maybe someone who can help please?

Thank you.

Leanne_T · ‎01-03-2023

Hi @JckS

Thanks for coming back to us.

If this has not resolved this for you, please call us on 150 and select option 2 then technical support. The team can raise a support ticket if needed to get your My EE account issue looked into in more detail.

Leanne.