I'm eligible for an upgrade but the app says no

[Chrismeow]

Hey! Months ago I got a message saying I'm eligible for an upgrade. Website and app said the same about a month ago. In that time I changed my SIM to eSIM. When I check now - both the website and app say I'm not eligible and that I need to contact the support. I did. The support said that I'm now eligible and they want to help to get an upgrade. I thanked them for help and explained that I want to have a look myself. They went on to upsell regardless and ignored my comment saying that both the app and the website still says that I'm not eligible for an upgrade and I can't see phones on the deal.  

Genuinely sick of the 'support' that acts as a retail branch and upsell without solving your problem. Did anyone have a similar problem and found a fix. I'm waiting till the end of the day and will just move to a different provider considering the coverage in central London got patchy too 

[Northerner]

Hi @Chrismeow 

Text UP to 150 what does it say. 

Thanks 

[Chrismeow]

It says: 

Great news: you're ready to upgrade! Check out ee.co.uk/eeup to see your offers, call us on 150, or find your local store at ee.co.uk/store-finder

When I check the EE website it says: 

Hey X, just so you know, we’re unable to let you upgrade or get another phone yet.

When I press add another product it says: 

You're unable to add another product to your account at this time.

Call us to speak to someone about this or stay online and shop for accessories.

When I use the app it says (when clicking either SIM or phone)

No upgrade eligible.

The helpful support helped me in this way 

I completely understand that you may not see the eligibility on your end, but rest assured, I can confirm you are eligible. If you’d like, I can help you place the order right here and now. 

I also see that your account currently has access to some exclusive, time-limited deals. Acting quickly ensures you don’t miss out on these special offers, as waiting too long could mean losing them. This is a great opportunity to upgrade at the best value available today.

[Chris_B]

@Chrismeow  Exactly what do you want ?  You want to upgrade but you finish off with 

“'Im waiting till the end of the day and will just move to a different provider considering the coverage in central London got patchy too” 

this post literally makes no sense. 

[garetc · Accepted solution]

If you've swapped your SIM recently it won't let you upgrade via the app.

Calls 150 and get them to process it for you.

It's happened to me a few times.