Eligible for upgrade, upgrade button on any site or device does not work.

[mridge155]

I have used different browsers on different devices in switching in and out of private browsing modes. This is a last resort post, I am not calling customer service, I will just do without upgrading my plan.

[a1mald]

Are you trying here?

https://ee.co.uk/contact-ee/technical-support/mobile

[mridge155]

@James_B @a1mald.

I got it to work on my phone, I'm in a queue. Maybe the reply button will conveniently stop working next, lets see.

[a1mald]

@mridge155 I wouldn't bother, it's like pulling teeth when you do get through.

So far, it would appear that we are arriving at the offending page erroneously.

This doesn't change the fact that the button should be replaced with the message "Go back to My EE, we don't serve your kind here."

[a1mald]

@mridge155 @James_B @Christopher_G 

The plot thickens, I think the page is correct, but it's the page that the offending button is meant to take us to that is the problem - it's not finished: 

https://shop.ee.co.uk/auth/sim-only/upg-pay-monthly-data (resolves to an empty page when accessed via the mega nav)

My best guess is they have disabled the button for users looking for SIM upgrades while they get the page ready.

Can someone confirm whether or not this is the case?

[James_B]

I can follow the link you shared successfully @a1mald

So our support teams can take a look at this issue, please get in touch with Technical Support so they can raise a single user fault ticket for your account.

Thanks

James

[mridge155 · Accepted solution]

@a1mald, @James_B, @Christopher_G 

Well, they found the problem. I am only eligible for a handset upgrade.

How poor that they haven't updated the system to indicate that. I had contacted 150 and that told me i was eligible for an "upgrade" and since I'm on a sim only plan, I wouldn't of thought I was only eligible for a handset upgrade. Even the support team on here had no clue and the supposed investigation came up with no explanation? Thats quite funny actually. A circle of incompetence. Oh well, I shall tempt EE with my money to see if i get an upgrade early now after all that.

I'll mark this as the solution as its probably what everyones issue is.

[James_B]

Thanks for sharing this @mridge155

I'm glad our Customer Care Team could see what was causing the issue after reviewing your account. I'll pass this information over to the My EE Team now.

Have a great weekend. 🙂

James

[a1mald]

Do you see a list of upgrades? Or a page with 3 buttons?

I get this: 

But perhaps the issue is that I too am not eligible for a SIM upgrade? Despite the app and website telling me I am.

[James_B]

Hi @a1mald,

I see a different page, as I'm using a business account.

Our Customer Care Team are best placed to check your eligibility for a SIM upgrade.

Enjoy your weekend. 🙂

James

[mridge155]

That'll probably be the case like I had said in my solution, @a1mald. I messaged customer service after they had told me I was only eligible for a handset upgrade saying I wanted to upgrade my plan anyway. They were able to do so without any extra fees and thus I got myself a plan I was happy with. However that took a painful 3 hours to sieve through their 25mbps plan offers (lol). I could understand why you wouldn't want to message or call. Why on earth they can't get a message to appear to say that you aren't eligible is baffling.