Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Upgrade

JTM1702
Investigator
Investigator

‎18-02-2022 12:03 PM

Hi, when I log on to my EE account app on my phone it says I am eligible for an upgrade then when I go to do the upgrade online it says I am not eligible but, it’s not giving me a reason why. Why is this? 

0 Helpful
4 REPLIES 4
Leanne_T
EE Community Support Team

‎18-02-2022 01:21 PM

Afternoon @JTM1702

 

Thanks for coming to the community. 

 

Can you text UP to 150 and let me know the reply? 

 

Thanks 🙂

 

Leanne.

0 Helpful
JTM1702
Investigator
Investigator

‎18-02-2022 03:45 PM

Yep, they replied “Sorry we cannot process your request, please try again a little later.” 

0 Helpful
JTM1702
Investigator
Investigator
In response to JTM1702

‎18-02-2022 03:46 PM

BFFEE28B-5454-4DF3-B5B6-D5EF1D7A1966.png

 

0 Helpful
Jon_K
Former EE Employee
In response to JTM1702

‎18-02-2022 04:36 PM

Thanks @JTM1702.

 

I'd recommend getting in touch with our Customer Care team about this.

 

They will be able to access your account and check if you're eligible, then help you to complete an upgrade if necessary.

 

Jon

0 Helpful