Trouble upgrading online

[Josie29]

I’m trying to upgrade in which it says I am eligible for, however it will not loads the device payment so I cannot continue. Is there any way this can be fixed?

[Alex_H]

Hi @Josie29,

Thanks for visiting the EE Community

I am not aware of any widespread issues effecting the device payment page not loading. Have you tried checking out via both the app and the website and is the issue the same? Have you tested on both a Wi-Fi and data connection? Or checking out on a different device?

Alex

[Josie29]

 yes I’ve tired on my phone and laptop it doesn’t get past this!!! 

[Alex_H · Accepted solution]

@Josie29 If that is the same on both after clearing the cookies and cache from your browsers as well, then I would recommend giving our team a call so they can take a look at your account and help further.

Alex

[MB275]

Mine is the same 

[MB275]

Mine does exactly the same. Says I’m due an upgrade, can choose a phone but payment details look exactly as above 

[Linzi_H]

Hi @MB275 

If you've followed the suggestions in this thread and are still not any further forward, please give our team a call so they can help with your upgrade. 

Linzi 

[Toliver182]

Same for me.

I’m eligible for an upgrade, but when attempting to upgrade my device, the process consistently gets stuck at Step 3 – Device payment.

The section displays grey loading placeholders indefinitely. The device payment options, pricing and finance information never appear, preventing me from progressing with the upgrade.

Troubleshooting already completed:

• Attempted the upgrade through both the EE website and My EE app.
• Tried Safari Private Browsing to rule out cookies and cached data.
• Sent the upgrade eligibility text (UP) to 150.
• Retried the process multiple times, with the same result.

[Chris_S]

Hi @Toliver182,

It sounds like you've already done all the right troubleshooting, so this doesn't look to be a browser, app, or cache issue on your side.

If the upgrade journey is consistently getting stuck at 'Step 3 – Device payment' where the finance and payment options don't load, it's often a sign that the upgrade system isn't able to retrieve the available payment plans for the device.

Are you currently out of contract?

Chris S