Not allowing upgrade due to income!

[Rhocken]

I’ve been an EE customer for 7 or 8 years, have a handset contract, sim only contract and my Apple Watch and my average bill is around £160 per month… never missed a payment. I’m at the end of my contract and was looking to upgrade….I  add a product to my basket (which is far less than what I’m paying at the moment) and it asks for my income bracket… it then states I am not eligible for the product due to my income. What gives? 

[Northerner]

Hi @Rhocken 

There is no account access on these forums, you best speak to EE CS on 150. 

EE are a responsible lender and you must no longer qualify for the additional credit however like I said above best call them. 

Thanks 

[Jammy81]

Same, been with EE for a few years now at least 2018 but feel like it’s been longer and currently have 4 lines with them with a total monthly bill of £153. My personal phone contract is £63 a month and is up in 10 days so looking at upgrade options, a 15 pro max is £10 a month cheaper but they are saying my +£50k income isn’t high enough to qualify for this £50 pm contract!!

honestly this has annoyed me so much I’m probably going to move all my lines elsewhere even if it costs me more. 

[Ali_A]

Hi @Jammy81 

If you are upgrading using our Flex Pay option you will have two separate contracts and direct debits, one is an interest-free credit agreement for your phone, which has the additional check, the other is a 24 month Airtime plan.

You can call Customer Care on 150 from your EE handset where a guide from our upgrade team will be able to look at the deal you are looking for as a standard upgrade option instead. 

Ali 

[Rhocken]

Yep me too. I mean what level of income do they require ?! It’s crazy! 
I’ve requested the PAC codes for both my lines and will likely take out a new contract elsewhere for the iPhone 16. Been happy with EE up until now but that really angered me!!! 

[Chris_B]

@Rhocken   And have you spoken to customer support about this ?   

[bristolian]

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@Rhocken wrote:

I’ve requested the PAC codes for both my lines and will likely take out a new contract elsewhere for the iPhone 16. Been happy with EE up until now but that really angered me!!! 

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All have freedom of choice, but decisions made in haste are rarely good ones.

In no particular order, consider the complaints process & make sure of testing any proposed new network with a PAYG SIM to ensure coverage & service meet your requirements in all necessary locations - the 4 networks can perform very differently!

[Shredqueen]

Same here! Answered the income question in the shop. Now logged online and can’t access any deals. All expecting upfront ridiculous amount for the phone!!! Been a loyal customer for well over a decade. Pretty sure I’m going to change providers now 

[Ivymae71]

so if I call and ask for a “standard” plan it will go through the way it always has? I have been a customer with EE since it was Orange and never had issues, today I can’t upgrade as my income isn’t enough… although a high bracket ! Why can’t we do standard upgrade online the way we did previously? Sorry for all the questions, really , really angered me if I am honest

[Chris_B]

@Ivymae71   Only flex tariffs are available online you can get the old style contract and you need to call customer support for this.   Just say you don’t want a flex tariff.