Unable to Upgrade a number that is eligible for an upgrade via APP AND Website.

[JRF71]

I have one account with three numbers - my sons (the first one on EE), my daughters (the second one on EE), mine (the third one on EE). 

My daughters is eligible for an upgrade and she is in dire need of a new handset. The App and the Website both indicate that  her number is eligible for Upgrade, however when I pursue that option via either platform I land on a screen titled 'What would you like to do?' and has three 'buttons' 1) Upgrade 2) Add a Product 3) Manage Account. Only 2) and 3) behave like a button, on the website the cursor changes icon to a pointing hand....1) Upgrade is totally non-responsive. 

Following the same route for my sons number, landing on the same screen, all three options respond as a button, but his number is not eligible for an upgrade at present. 

Has anyone experienced this 'conflict' of multiple numbers on one account and know what is needed to resolve so I can upgrade the upgrade-able number? The issue has been with EE for two weeks now, I've chased multiple times, been through the rigmarole of explaining the situation to multiple 'guides' on every contact. EE obviously do not have any clue how to resolve, and I'm very close to moving to a different provider.  

[Chris_B]

@JRF71  When on a call to customer services why not just upgrade when speaking with them. ?  You don’t need to this via your account.  

[JRF71]

It's an option but doesn't fix the problem, then I'm stuck with having to phone them every renewal. My own number is displaying the same behaviour on the Upgrade button. Would much rather have control of this myself via app or Web, than have to call every renewal. 

[Suzabbott]

I am also having this issue. did you find a solution other than to call EE, i would like to be able to see on screen what is available and compare handsets etc not just do this over the phone. 

[JRF71]

No solution yet, no correspondence received from EE at all. Can I ask, do you have multiple phones/lines with them, all on a different renewal cadence, like I have on my account? Or are you seeing the same issue for an account with only one phone?

[Suzabbott]

I have multiple on different renewal dates. Maybe this is the issue. I am going to give them a call at somepoint and try and get them to sort this out for me as i want to do it online.