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Not allowing upgrade due to income!

Rhocken
Contributor
Contributor

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? 

9 REPLIES 9
Northerner
EE Community Star
EE Community Star

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 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
Jammy81
Visitor

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
EE Community Support Team

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 

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
EE Community Star
EE Community Star

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

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

@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!!! 


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
Visitor

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 

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
EE Community Star
EE Community Star

@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. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.