I have 4 devices on my account and one does not allow upgrade

[midcuk]

I have 4 devices as above three numbers are listed with the device next to it and one (my personal phone), just shows the number and not device. I have not upgraded this phone for over 6 years so thought it was about time, i can upgrade/change plan etc on every other device on the account but not this one?.

anyone got any suggestions , or am i going to have to drag myself in to the shop to try and explain.

thank you in advance.

[Lesley_W]

Hi @midcuk 

Thanks for coming to our community.

Is this number definitely still active? Is it showing on bills etc.? Sometimes closed numbers can also appear on your account for some time after being cancelled. If not, is this just a regular mobile SIM?

Lesley

[midcuk]

Hi Lesley 

 Yes it is still active (it is my personal one, and the first number on the account (since 2013 ), i have since added other phones to the account for family and they all are fine and show attached devices. 

I am getting billed for it just can not do anything with it 

[Leanne_T]

Hi there @midcuk 

Thanks for coming back to us, 

If you are unable to make any changes to this number and see the upgrade options, please get in touch with our mobile guides. The guide can get the EE account checked to see what could be causing this for you. 

Thanks 🙂

Leanne.