Upgrade anytime

[s1monlivi]

I tried to upgrade on Saturday to a S25+. I had a confirmation email but it also said ee needed to contact me about it. They didn't and checking today the order was cancelled/didn't go through. I've tried again to upgrade but had the same (had the confirmation email and upfront cost pending on my current account). Phoned ee to confirm upgrade they said it hadn't gone through and tried to get me to upgrade over the phone for £8 a month more. Frustrated isn't the half of it. What is the issue and how do I resolve it?

[Chris_S]

Hi @s1monlivi 

I can imagine it must be frustrating when you order a phone, but then get a message asking you to contact us.

We may need to speak to you for a variety of reasons before we can get the order processed.

It's tough to say what the reason is that we need to speak to you without getting access to your account.

I'd recommend giving us a call so that a guide can take some details and look into the order for you.

Chris S.

[s1monlivi]

Thank you for replying. I have been in touch and via phone they couldn't do anything (besides try to sell me a phone more expensive than on the app)

[Linzi_H]

Hi @s1monlivi 

I'm disappointed to hear that the team couldn't match the online offer you've seen. 

I know this may seem like an obvious question, but are you sure you're processing an upgrade through the EE app and not an additional line? I would suspect that with our team not having access to the offer as an upgrade, and the order not completing successfully online, the offer is not valid as an upgrade. 

Linzi 

[s1monlivi]

Hi, yes. I'm going through upgrade anytime on the app. I'll pop into an ee shop to see what they say

[Linzi_H · Accepted solution]

Feel free to pop into your local store at any time with photo ID, or book an appointment using our EE Store Finder @s1monlivi 

If you're still no further forward after trying this, and still seeing errors through the app and the order not completing successfully, I'd suggest you fill out our complaints webform and a dedicated member of the team will get back in touch to discuss everything within the next 7 days. 

Linzi