Not eligible for upgrade on a 2018 contract?

[sobrique]

I've just bought myself a new Pixel, which is 5G capable. 

I requested an e-SIM for it. 

I've used the portal to see about upgrading it. 

The portal claims I'm not eligible for upgrade, however it doesn't tell me _why_. My 'fixed term' on the contract was up in 2018, so I'm pretty sure there's no real reason for it, and no outstanding payment required on my phone. (Not least because my _previous_ phone was bought outside of EE as well). 

Any hints on how to figure out why this isn't working? Or is it just 'call customer services' time? 

(I'd prefer to email them if possible, since I work in a noisy location). 

[XRaySpeX]

If you've just bought it, it is too early to upgrade it yet. You would've just started a new contract.

EE provides no email contact.

[sobrique]

I didn't buy it through EE. I bought it separately. 

[Chris_B]

@sobrique  So you got your new phone from elsewhere?    Not from EE is that correct?    The contract you have been using reached its minimum term in 2018 ?    
You haven’t upgraded or changed anything about that contract after this time ?     

[sobrique · Accepted solution]

Yes, that's correct. 

I've now contacted customer services directly, and there was a 'portal issue' - I'm now upgraded. 

[Leanne_T]

Thanks for coming back and letting us know @sobrique 

Glad to hear this is sorted for you. 

Leanne.