I need to be able to upgrade online

[rwhitts]

Long standing EE customer with 4 mobile lines and a landline / broadband.

One of the mobile lines is out of contract but even though my online account access encourages me to upgrade there, when I try to choose one it says there is nothing to offer me. I then tried speaking to EE and realise why they want me to engage with them. Let's just say that is now not going to happen after the way they tried to offer me a "good deal".

EE - if you want to retain my business you really need to let the website do what it is saying it wants me to do, that is to be able to browse offers and choose my own deal.

Can you arrange that please?

[James_B]

Hi @rwhitts,

Welcome to the EE Community. 🙂

I'm sorry to hear you're having issues upgrading online.

What is the full error message you see? What response do you get if you text UP to 150 from the phone you're trying to upgrade?

James

[rwhitts]

@James_B 

Hi, when I go online and its saying I am ready to upgrade when I try to choose any phone it says "it looks like there are no suitable plans available for this device right now" and if I choose sim only (which I probably want to go for anyway) it says "We've looked at your usage and we think you'll love these plans"....... but then there are none listed.

If I text UP to 150 I get the "Great news you are ready to upgrade, call us on 150, check out ee.co.uk/eeup to see your offers....." etc etc... but as above there is nothing available.

[James_B]

Hi @rwhitts,

That message would normally be displayed if you are due an early upgrade that requires you to select a plan of a higher monthly cost than your current plan, and there isn't a higher plan available.

I'd recommend getting in touch with Customer Care who'll be able to confirm your current upgrade options.

James

[rwhitts]

Hi,

I did previously contact customer care and the deal and the manner they offered it to me was such an insult which is the reason I just want to see what's available to me online in my own time without being majorly irritated by an untrained sales person.

[James_B]

Hi @rwhitts,

I'm sorry to hear you didn't have a great experience last time you called. Our Customer Care Team are best placed to check your current upgrade eligibility and see why you aren't able to complete your upgrade online at the moment.

James