No eligible for upgrade on EE essential plan?

[arctichelen_]

Hi, 

Just wondering if I can have some advice. I am on a EE essential plan 25GB £28. 
Started in Aug 2024 where I pay separately for phone and plan. Plan has ended on 12th Aug and Device contract term still on until 12th Aug 2027. I want to upgrade the plan as it’s not £28 anymore and I don’t feel for what I’m paying (more like £35) I’m getting value for money. But I can’t seem to be able to upgrade the plan part. 
Am I not eligible for an upgrade because I am still paying for the device? 

Thank you. 

[Chris_S]

Hi @arctichelen_,

It sounds like you're on a Flex Pay arrangement where the device credit agreement and mobile plan are separate.

If you're just looking to change your plan and not your phone, could you log into your EE app, then select 'Manage' and then 'Mobiles and SIM's' 

If you're trying to do a full upgrade to a new handset, we may require any remaining device balance to be settled first.

Chris S

[arctichelen_]

Hi Chris, 

Thank you for your reply and sorry for the late reply back. 
I have done what you said, but I can’t see anywhere to upgrade/change the plan. I don’t want to upgrade the device (I’m happy to keep it until I’ve paid it off next year) 

when I go to manage - mobile and sims, all it gives me is an overview of the plan, how much data I have left etc add ons. 

Would it be worth ringing EE or going into an EE store to sort out? 

many thank 

[Debbie_G · Accepted solution]

Thanks for coming back to us, @arctichelen_.

As you've checked the EE App and can't see an option to change your plan, I'd recommend getting in touch with our customer support team, who can look into the options available on your account.

Debbie