Unable to upgrade

[DaveP1963]

Hi.

I have a tablet which is in the last three weeks of its contract. Whereas before I’d have been able to upgrade, even early upgrade, I’m now unable to upgrade at all - likewise my phone contact. What’s going on?

TIA

[Jon_K]

Hi @DaveP1963

What happens when you try to upgrade?

Do you get an error message?

Jon

[DaveP1963 · Accepted solution]

Hi. 

Thanks for replying.

That seems to work, only to direct me to the website, where I can't upgrade.....

If this is a ploy to drive customers into shops to upgrade it isn't going to work. My nearest store is over three hours away by train or car. Not happening. 

[Jon_K]

Are you able to give us a call, @DaveP1963 ?

Jon

[DaveP1963]

Maybe, but after I get an explanation as to why I can’t upgrade online. 

[Katie_B]

Hi @DaveP1963. 

So we can help further can you confirm if you are receiving an error message and if you are what does this show?

Katie

[DaveP1963]

 Hi Katie. This. As mentioned earlier, texting 150 isn't affected this way. 

[Katie_B]

Hi @DaveP1963. 

If you try logging in to My EE online rather than being routed through the app does this work?

Katie

[DaveP1963]

I did it both ways. 

[Katie_B]

Thanks for trying @DaveP1963. 

Our upgrades team will be able to help process this for you by giving us a call on 150, they can then pass you to the relevant team who can look further into this for you and hopefully provide some answers. 

Katie