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Website and app incorrect - saying I'm not eligible for upgrade when I am

LES22
Investigator
Investigator

‎10-09-2022 10:48 AM

I have a SIm only plan  which is a rolling 30 days, so I can change it any time, but when I go to the website or app it tells me I cannot upgrade. If I call EE they say there are upgrade options for me, but I like to see these on screen so that I can easily compare. I called the technical help desk and they did a fix that lasted a day, but the same thing happened the next day and I am now told it can't be fixed. This is really annoying as I'm missing out of the iphone 14 deals I could get for pre-ordering. Has anyone had this issue and how have they resolved it?

0 Helpful
9 REPLIES 9
Chris_B
EE Community Star
EE Community Star

‎10-09-2022 11:00 AM

@LES22  Have you tried clearing your browser history and cookies . 

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

‎10-09-2022 11:12 AM

Hi @LES22

Can you text UP to 150, does this show you are eligible to upgrade? 

Leanne.

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LES22
Investigator
Investigator
In response to Chris_B

‎10-09-2022 03:15 PM

Yes I’ve done that and it made no difference. Also tried opening Google browser incognito as it might have worked but that didn’t help either 

0 Helpful
Leanne_T
EE Community Support Team
In response to LES22

‎10-09-2022 03:17 PM

Thanks @LES22

Please give us another call on 150 and the team will get this looked into further for you, if needed they can open a support ticket for your My EE account. 

Leanne.

0 Helpful
LES22
Investigator
Investigator
In response to Leanne_T

‎10-09-2022 03:17 PM

Yes that replied that I am eligible for an upgrade 

0 Helpful
Leanne_T
EE Community Support Team
In response to LES22

‎10-09-2022 03:23 PM

Thanks @LES22

Please call us on 150 and the team will get this investigated further for you. 

Leanne.

0 Helpful
LES22
Investigator
Investigator
In response to Leanne_T

‎10-09-2022 06:30 PM

Leanne
Mi have tried getting your tech team to raise a ticket and they just tell me it’s a problem across EE and not just me. I’m not prepared to spend another 35 minutes waiting for them to answer my call to get the same answer a third time. Someone in EE needs to sort this out

Get Outlook for iOS<>
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LES22
Investigator
Investigator
In response to Leanne_T

‎10-09-2022 06:38 PM

Leanne

 

i have waited on the phone several times and spoken to your tech team several times with this info and they just tell me they can’t do any. I’m nit prepared to keep doing this. Sometimes EE needs to sort this out. It’s just appalling service or are you just trying to push customers away??

0 Helpful
Leanne_T
EE Community Support Team
In response to LES22

‎11-09-2022 07:23 AM

Hi @LES22

I have sent you a private message for some extra details. 

Leanne. 

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