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Unable to upgrade second phone on account

PMurphy
Visitor

‎07-09-2023 11:44 AM

Hi, 

I have been trying and failing to upgrade the second number associated with my account. I have recently successfully upgraded the primary number associated with my account. Now, when trying to upgrade the secondary number (which has been eligable for upgrade since April 2023) by clicking 'Upgrade Now', I am redirected to a page which does not allow me to upgrade this number. It automatically takes me to the primary account's upgrade status with no option to change to the secondary number. 

I have already tried texting Upgrade to 150, but this directs me back to this same page! 

Help! 

Thank you!

 

Screenshot 2023-09-07 11.41.14 AM.pngScreenshot 2023-09-07 11.40.17 AM.png

0 Helpful
3 REPLIES 3
Schockwave
EE Community Star
EE Community Star

‎07-09-2023 01:23 PM

Hello @PMurphy ,

Welcome to the community,

Did you try via your secondary number?

If you have, then ring customer service, they should be able to do this for you.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
0 Helpful
Pie3
Visitor

‎19-10-2024 09:06 AM

I’m having the same problem. How did you solve it? 

0 Helpful
Rach_H
EE Community Support Team
In response to Pie3

‎19-10-2024 03:12 PM

Hi @Pie3,

Welcome to the Community!

I'm sorry to hear you're having trouble with upgrading. Is this happening on both your lines, or does it only seem to be impacting one?

Rach

0 Helpful