I want to upgrade, but I cant

[gaza1994]

I'm really tempted with the new Google Pixel 9XL - I've been a follower of the Google Pixel line up since the 1st one.

My last phone was the Google Pixel 6 Pro - and as Google promised 7 years of updates - I stuck with it last year when my contract was up and instead took out a Sim Only contract with EE.

I have maybe 2 months left on my Sim Only plan and was looking to upgrade to the phone - however when I click on the shop im presented with 3 options [Upgrade] [Add a Product] [Manage Account]

Upgrade button isn't a link ... at all, it doesn't work and it takes me no where - so i therefore cannot upgrade - anyone else had this issue?

Now, I know I can phone 150 and upgrade over the phone, I find it rather inconvenient and feel like I need to make a decision on what I'm after there and then and id rather do it in my own time on the website (its kind of the whole point of having a website)

It's really frustrating. 

(side note: I'm a technical user, I build websites for a living, so yes, I've tried the whole clear cookies, cache etc etc)

TIA

[Rach_H]

Hi @gaza1994,

We want to make upgrading as straightforward as possible for you, so I can understand how frustrating this must be for you. 

Just so I can be sure we are looking at the same thing, can I check this is happening when you log into your account online, as opposed to in the EE app?

Rach

[Kempo]

I’m having the same problem would be good to know why it’s happening 

[Lesley_W]

Hi @Kempo 

I'm sorry you are also having trouble with the using the upgrade function. Do you see a difference with app or browser? 

Lesley

[gaza1994]

Hi @Rach_H ,

Good question, i literally never use the app, so I've downloaded it and this is what it says! 

 i paid of my phone October 2023!

Something isn't right with it here

[Lesley_W]

Thanks for checking that @gaza1994 it really helps narrow down the issue.

Does it still reflect the same plan and contract dates in the app? I know you mentioned you are on a SIM plan that's coming to an end soon, is that showing correctly for your number?

Lesley

[gaza1994]

Hi, thanks for your reply, this is what it's showing on the mobile app

 

[Kempo]

I have use the app and on the website on the computer and I’m getting the same thing I keep getting told time to upgrade but it won’t let me 

[Rach_H]

Thanks for sending that over @gaza1994. That does look odd, so I'd recommend giving our team a call, and they can look into why this is showing, and work with you to get your upgrade completed.

Rach

[Rach_H]

Hi @Kempo,

We don't want you to have any trouble with your upgrade, so I'd love to help. Are you also out of contract?

Rach