Trying to upgrade early but always takes me to the wrong phone

[AlexanderPSedlm]

Hi. 

I have multiple lines (4) on my account and one of them is due a free early upgrade +20% off the monthly fee however when i click on go to upgrade it takes to me to one of my other phones, one that is not due an upgrade. It does it everytime regardless of how i arrive at the upgrade page. 

I'n actually going to switch it to a sim only plan as we want to keep the phone as there is nothing wrong with it. 

Very frustrating, please help.

thanks 

[Chris_B]

@AlexanderPSedlm   Try clearing your browser history and cookies first then try again.  

[Katie_B]

Hello @AlexanderPSedlm. 

Welcome to the community. 

When you text UP to 150 from the phone due to an upgrade what reports back?

Is the contract within the final 45 days?

Speak soon, 

Katie

[AlexanderPSedlm]

will check later. It's not my personal phone just one on my account. 

Early upgrade, not standard upgrade (this is later next month)

[AlexanderPSedlm]

Hi. That didn't work. 

[Katie_B]

Hello @AlexanderPSedlm. 

If you are not within your 45 days free upgrade period and this is an early upgrade you will be required to take a plan at your current monthly cost or more. 

You can find your contract dates within your My EE account under plans. 

Please be sure to let us know if you have any further questions. 

Katie

[AlexanderPSedlm]

The info on the accound page (and the picture i attached to my previous message) say upgrade free now plus 20% off monthly fee. However this isn't the issue. The issue is that when I click on upgrade for that phone, it takes me to a different phone on my account, one that is not due an upgrade. 

[AlexanderPSedlm]

after messaging UP to 150 the reply says early upgrade free if cost is the same or higher. But again, this not the issue. When i try to upgrade it takes me to a different phone on my account and tries to upgrade that. Help Please

[Leanne_T · Accepted solution]

Hi @AlexanderPSedlm 

Thanks for coming back to us. 

In this case, please call us on 150 and the team will get this looked into for you and help you with the upgrade on the correct number. 

Leanne 🙂

[AlexanderPSedlm]

Thank you. I'll do that today.