Unable to upgrade sim only deal

[ScrumpyDaniel]

Hi,

I got a text last week saying my SIM only deal was due to end on 19th September and I can upgrade now. However when I click the link it gives me the options but when I log in to upgrade it always says there's an issue and to try again later.

When I try to upgrade via the website, the button to press upgrade just does not work. It's not even a button. I've attached screenshots below.

If I go onto the website and add a deal to my basket it just wants it as an additional line which I don't want to do.

Any help would be great, thanks!

[Fatboy71]

If you have access to the EE app. On the part where it says "Mobile data left and the total". Touch the view full usage text and on the next screen it shows the plan that you are currently on, and Upgrade Now. 

The above is what I see when I go into the EE app, unfortunately I cannot see the screenshots you have attached (they just show up as two yellow triangles in a box). 

[ScrumpyDaniel]

Thanks for that.

Interestingly there it says I’m not eligible to upgrade because I’m still paying off my phone. However I have only ever purchased SIM only deals through EE, the phone itself comes from Apple direct on their Barclays finance plan.

I was able to upgrade my SIM only deal fine last year.

[Fatboy71]

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@ScrumpyDaniel wrote:

Thanks for that.

Interestingly there it says I’m not eligible to upgrade because I’m still paying off my phone. However I have only ever purchased SIM only deals through EE, the phone itself comes from Apple direct on their Barclays finance plan.

I was able to upgrade my SIM only deal fine last year.

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Was the sim only deal you got last year a 12 month or 24 month plan. Just thinking if its a 24 month plan you still have some of your minimum term left, and that's why its not letting you upgrade. 

[ScrumpyDaniel]

It was a 12 month plan. I've only ever had 12 month plans since joining EE in 2022. This one is due to end on 19th September.

[Fatboy71]

In that case I would give EE a call as it sounds like something has messed up somewhere 🙂

[Warda2004]

The same thing is currently happening to me. I've tried to contact them multiple times and nothing unfortunately. 

[ScrumpyDaniel]

I ended up going through the ‘Message Us’ section in the app and then talking direct on live chat to EE. It took hours for me to actually get an initial response. They said they weren’t sure what was up as all looked good their end so they just upgraded me while I was on live chat.