Sim only contract - can’t upgrade as still paying off phone??

[Derek1968]

My two year contract finished last November, and as I was still happy with my handset decided to go for a 12 month SIM plan.  Every now and again I get emails offering deals on upgrades as well as these coming up in the app.  However, when I click on the upgrade options it’s states I can’t upgrade as I’m still paying off my phone.  I’m confused as I assumed my phone would have been paid off when my two year contract ended? 

It  appears when I go into Shop section of the app.  I’ve tried to find out why this is through online chat and by phoning 150, but keep being fobbed off with no explanation.  I’m concerned that this is showing somewhere as a debt, even though I always paid my bills on time by direct debit. 

When I contacted 150 I felt pressured into going for a deal there and then rather than consider my options on the app.  They didn’t know why the message was appearing on my app.  I was also pushed to change my broadband, without being given details of all the options or told that virus protection wasn’t on the package being offered.

Feel very let down by EE after years of being a customer who pays my bills on time.  

[XRaySpeX]

@Derek1968 : What does texting UP to 150 say?

[Derek1968]

Hey Derek, Great news: you're ready to upgrade! Check out ee.co.uk/eeup to see your offers, call us on 150, or find your local store at ee.co.uk/store-finder

[Leanne_T]

Hi there @Derek1968 

I am sorry you are getting this message when trying to upgrade in your EE account. 

Do you have two payments each month for the plan and for a phone? 

Speak soon 🙂

Leanne.

[Derek1968]

Hi Leanne

No, just the one payment for the SIM only contract.

Thanks

Derek

[Leanne_T]

Thanks @Derek1968 

In this case, I would suggest getting back in touch with our mobile guides on 150. They can check the account and raise a support ticket for this error message showing in your EE account. 

The team will also check your upgrade options for you. 

Thanks 🙂

Leanne. 

[Derek1968]

Already have, twice, with no success.  No one seems able…or wanting… to help sort it.  I just get the hard sell patter trying to get me to sign up to broadband and phone deals without giving me the opportunity to know all the facts.  They seem to be able to upgrade me ok when I phone them but appears to have deliberately put this block on my online app so I can’t do anything online. 

[Leanne_T · Accepted solution]

Hi @Derek1968 

I am sorry we have no account access on the community to get this looked into for you.

This error message would need to be investigated, and the team can raise a support ticket if needed after checking the EE account set up for you. 

You can find ways to contact the team on the Contact Us page. 

Leanne. 

[Derek1968]

Seeing that I’ve already tried this twice, as noted in my previous post, this is not a solution.  I’m going round and round in circles and no one seems to know why the problem is arising.  Safe to say I won’t be staying with EE after my SIM only contract finishes in September after being a customer since the days of when you used to be Orange. 

[Leanne_T]

Hi @Derek1968 

I am very sorry you are not able to upgrade and appreciate you have been in touch with us previously. 

To get the account looked into you would need to speak to our mobile guides who will have access to the account and see what has been completed previously for you. 

If they have raised a support ticket when you called last, the team can provide an update on this for you. 

Leanne.