Upgrading taking days

[williamsworld]

I have been a customer for over 13 years and have 4 phones on my account. I upgraded 2 of the phones in January under a Flexi Pay contract. On Monday I called 150 to upgrade my sons phone. I was told EE had to complete a form to do this. I called again last night and still no form back saying I can upgrade.  It is now Thursday and I am still waiting on somebody to call me back to start the upgrade. When did upgrades take days to even start the upgrade ? Such poor service when my son is desperate for a new phone. Has this happened to anybody else ? Thank you 

[Rach_H]

Hi @williamsworld,

Welcome to the Community!

We want to make upgrading as straightforward as possible for you, so I'm sorry to hear about the trouble you're having, and that you've not had the call back you were expecting about this. I'd recommend giving our team another call, and they can give you an update on what has happened, and let you know what we can do to get this sorted for you.

Rach

[williamsworld]

One of your sales assistants from your call centre called me back this afternoon and said there is a 7 day delay in getting an upgrade. Really not the service you expect when your son needs a new phone. 

[Christopher_G]

Thanks for the update, and your patience, @williamsworld 

Hopefully the phone is with you soon.

Chris

[williamsworld]

I have not even got to the upgrade part !!! I have now been told to call back on Monday which is ONE WEEK since I first called you. It sadly seems that EE no longer wish to have customers if they expect them to wait a week because “we are waiting for a form to come back” sorry but how is this acceptable. I have 4 phones on my account 

[mikewoody1977]

I am having the save issue as you, been with EE 15 years never had this problem. Support day they are dealing with it and will call back. I ended up buying the phone elsewhere but now can't even do a SIM only upgrade, shocking service 

[williamsworld]

Sorry that you are having the same issue as me. I did think that surely this is also affecting other customers. Really really poor service from EE. I don’t have the time to call them as this will then be the 3rd time I have called to ask about the upgrade. I don’t blame you in getting a new phone from elsewhere, I’ll probably end up getting a PAC code for my sons phone, and then move our other 3 phones away from EE as they can’t expect customers to wait over 7 days to even start an upgrade. Sad as my 2 upgrades were done quickly and with great service back in January.