Can’t log in to upgrade

AJMills · ‎18-01-2025

Here is the problem. When I log in to upgrade my phone in the app it takes me to the website and then says it can’t log me in properly. If I check in my account I am logged in but a yellow banner appears at the top saying i cannot be logged in but I can still upgrade. Two tabs appear one saying upgrade and one saying add a new device. The upgrade tab is not active and therefore cannot be accessed, the other tab works but this isn’t what I want to do. I have tried this on other devices and on other web browsers but the result is the same. I am being prevented from upgrading my phone as the tab to upgrade is not activated. Please advise.

Leanne_T · ‎19-01-2025

Hi there @AJMills

Thanks for coming to the community,

If this is the same on multiple browsers we would need to get the account looked into. To do this, please call us on 150 and the team can check everything is showing correctly set up at our end and help you get this sorted 🙂

Thanks.

Leanne.

View solution in original post

Northerner · ‎18-01-2025

Hi @AJMills

Are you eligible to upgrade. Text UP to 150.

Thanks

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

AJMills · ‎18-01-2025

Yes I am

Leanne_T · ‎19-01-2025

Hi there @AJMills

Thanks for coming to the community,

If this is the same on multiple browsers we would need to get the account looked into. To do this, please call us on 150 and the team can check everything is showing correctly set up at our end and help you get this sorted 🙂

Thanks.

Leanne.