I can NEVER upgrade online

[MissySaxon]

I have been with EE for many many years. Everytime I want to upgrade I can't fo it online and have to ring EE, spend ages on the phone and that isn't an easy way to do it when I can't compare options. Last two times they've said I can't upgrade online because I have additional phones linked to my account. So why is this still an issue after all these YEARS? I am done. I'm not willing to spend ages on the phone asking agents to describe phones and deals and then check as I'm talking to them to try and find if there are actually better deals on their web site which there usually are, so I then ask for those. I have four phones  my as the main account and 3 for my teenagers which are linked to my account and I pay the bill for all. 

Why has this situation never been fixed in all these years. I want to manage my account online, not spent ages on the phone when each of our phones needs upgrading. Honestly at this point  I'll take the loss of my data allowance, for any mobile company who can manage my phones online! 

All phones out of contract now - what do we do to keep the numbers when we change networks? When I log into my account, half the time it days it can't log me in, when it does I can never find what I'm looking for. Please tell me that I will be able to get what I need to port the numbers without calling ee?

[Linzi_H · Accepted solution]

Hi @MissySaxon 

Welcome to the Community. 

It's such a shame to hear that you're thinking of leaving us. I hope you'll give us the opportunity to review your online account and the trouble you're facing in not being able to upgrade successfully. 

I appreciate you may not want to call us to discuss this again, especially if it's been ongoing with no resolution, so I would advise using our complaints webform. A dedicated member of the team will then respond to you directly within 7 days. 

To take your numbers to another provider, you'll need a Port Authorisation Code (PAC) arranged for each line. If you have multiple EE numbers on the same account, you can't get a PAC via text message. Instead, you'll need to request the PAC online through your EE account or by calling EE customer service. 

Just log into your main online account and head to Leave EE, selecting "I want to change mobile provider". 

I hope this information helps.
Linzi