unable to see upgrade options online via app or website

[starr777]

I want to see what what my Upgrade options are online, but all I get is a technical error and unable to show upgrade options or just a blank screen.

I have tried updating the app, logged in on multiple devices, cleared cache  and text UP to 150 

I can login to my Wife's account on the same devices and it all works fine.

is it possible there is an error on my account? i was previously with EE, then left for another network and then returned back to EE using the same email address etc 2 years later.

[Linzi_H]

Thanks for letting me know @Kingstonza @starr777 

If you can see everything else when logged in, I wouldn't have thought the issue would have been on your side of things, especially if you've tried other devices/web browsers too. 

I would suggest calling again and speaking to our technical support team. Ask them to raise a ticket for this to be worked on, or if there is already an open ticket where others are impacted, our team can also flag you are experiencing these issues.

Our team can also go through your upgrade options over the phone, or you are very welcome to head to your local store and have a chat. You can pop in when passing or book an appointment.

Linzi 

[starr777]

To be honest I had already asked for a ticket to be raised and I don't think it ever was though. That was via the online chat as I gave up trying to phone through. 

I managed to upgrade eventually, so I'll have to see what it's like when I come round to upgrading again.

[Kingstonza]

Thanks for the feedback - although it doesn't really take me any further forward.

I tried calling 150 and was told it was a 20 minute wait. No thanks. And I shouldn't have to go in store to do something that I can do online with another provider in about 5 minutes.

My contract ends in Feb, I'll just switch to Sky where I have my broadband and another mobile account. Their website and app actually do what they're supposed to do and they're glitch free. And their pricing is better.

Good luck to EE getting their website to work. It's a very 1995 problem, but I understand that these things take time.

[Linzi_H]

If you change your mind then please do reach out @Kingstonza 

If not, I wish you the very best of luck with everything and I hope you'll consider us again in the future.

Take care.

Linzi 

[Linzi_H]

Thanks for letting me know @starr777 

If you report something like this to our team, then our Guides should absolutely be logging this to be investigated.

If you're ever concerned or unhappy with the service, then you can request to escalate this, and we will follow our Complaints Code of Practice.

I'm pleased you managed to get your upgrade sorted!

Linzi