Unable to upgrade

[Georgialouises]

Hi, 

I received a text message a couple of weeks ago stating that my sim plan is due to end on the 30th August and that I could upgrade. When going through the app or website, it is saying that I am not eligible to upgrade my sim. I contacted EE via phone and was advised to wait a few days and try again as they were unable to do it from there side? I have again logged in tonight and it is still telling me that I am not eligible to upgrade my sim. I am a little concerned considering my current plan ends in 4 days. 

The reason for changing my sim plan is that my current plan is set to increase if I keep it rolling whereas I have seen another one that it considerably cheaper. 

Please can somebody advise? 

Thanks 

[Debbie_G · Accepted solution]

Hi @Georgialouises.

Welcome to the Community.

I'm really sorry to hear you're having trouble upgrading your SIM plan through the app and website. I understand this will be frustrating, especially with your current plan ending soon.

If you're still seeing a message advising you're not eligible to upgrade, I’d recommend getting back in touch with one of our Guides. They’ll be able to take a closer look at your account and, if necessary, raise a support ticket to investigate the issue further and help get it resolved as quickly as possible.

Debbie