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Unable to upgrade

K291
Investigator
Investigator

‎24-05-2025 12:44 PM

I’m trying to upgrade my phone this morning, I’ve been getting messages stating I’m eligible so went to the app, I’ve tried talking upgrade and each time it’s comes up with the message this service isn’t available or that this function isn’t supported. I’ve then tried calling EE and I keep being told the office is closed! Apparently customer services is open 9-5 on a Saturday but I’m getting no where! Has anyone else had a similar issue?

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10 REPLIES 10
Northerner
EE Community Star
EE Community Star

‎24-05-2025 01:47 PM

Hi @K291 

Have you tried calling EE now? 

There is no account access on these forums.

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
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K291
Investigator
Investigator
In response to Northerner

‎24-05-2025 02:01 PM

Hi,

I have tried various options when I called, the automated service says they are closed! regardless which option I choose! So bizzare! I just wanted to speak to a person!

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Chris_S
EE Community Support Team
In response to K291

‎25-05-2025 09:50 AM

Hi @K291 Our upgrades team are availible from 8am to 8pm on weekends.

If you try calling 150 from an EE phone, you should be able to access our IVR, Then just follow the options for upgrading your phone.

Chris S

K291
Investigator
Investigator
In response to Chris_S

‎25-05-2025 10:30 AM

Hi Chris,

I’ve tried both today and yesterday,  the automated system keeps telling me it’s closed! Desperately needed this sorted this weekend as my phone has been playing up. Been with ee forever and never happened before, not sure of what to do next.  Is there anyway someone could call me? Thankyou for reaching out!

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Chris_S
EE Community Support Team
In response to K291

‎25-05-2025 10:47 AM

Thanks for letting me know about this @K291 I can imagine it's frustrating for you.

Which number are you calling please?

Chris S

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Schockwave
EE Community Star
EE Community Star
In response to K291

‎25-05-2025 11:41 AM

@K291 , when calling 150 through your phone’s keypad or using one of the numbers in my signature, press 2 on your keypad, that should get you through to one of the guides.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
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K291
Investigator
Investigator
In response to Chris_S

‎25-05-2025 04:31 PM

I’ve tried 150 and a couple of other numbers that have previously been mentioned. Could it be because I have a business account?

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Matt_124
EE Community Star
EE Community Star
In response to K291

‎25-05-2025 04:39 PM - edited ‎25-05-2025 04:40 PM

Yes the opening hours and days that departments are open do differ for Business Customers.

You can find these listed here: https://business.ee.co.uk/help/contact-us/get-in-touch/ 

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K291
Investigator
Investigator
In response to Schockwave

‎25-05-2025 04:43 PM

Hi shockwave, Thankyou for your help, I managed to speak to someone who have advised the upgrade and sales teams are closed over the weekend! Very surprised by this! I’ll stop stressing now but find the whole thing very bizarre, maybe they need to advise customers of this, surely I can’t be the only one trying to contact them over a weekend!

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