Online / EE App Upgrade button does not work

[ivc8375]

Hello,

I'm due for an upgrade and have been trying to do this online and through the app.

However, when I get to this page: https://shop.ee.co.uk/auth/my-shop and try to click on the 'Upgrade' option it does not work. I can click on 'Shop' and 'Manage account', but not on the middle option which does not respond to click.

This happens both through the MyEE phone app and the website.

Must be a bug - any thoughts?

Thanks

Ingrid

[Ali_A]

Thanks for joining us on Community @Jackellingham 

If you call our Customer Service on 150 again and choose the technical team they can check your account profile is set up correctly and have access to upgrade online. 

While calling 150 the Customer Service upgrade option will be able to complete the upgrade for you. 

Ali 

[Jackellingham]

Just spoke to a really lovely and helpful colleague in the Technical Team. A case has been raised to look into it. The agent even had a browse through this forum and could clearly see it's a problem for multiple people.

Here's hoping soon this issue will be fixed!

[Ali_A]

@Jackellingham That's great to hear the team were able to raise a ticket for you. 

They should have this resolved for you as soon as possible. 

Ali 

[nhawki1202]

It still doesn’t work lol I agree that it’s a ploy to have customers call 150, which isn’t something I want to do, I just want to be able to comfortably look through my options visually and make comparisons online before I have to try and find a time when I’m on my own and can concentrate on making a phone call that could take upwards of 30 minutes. 

[DrStrut]

Leanne - we don’t want to call 150. That’s the whole point. This seems like a ploy to make us call 150 so the sales team can “up sell” to us. I don’t want to spend AGES on the phone speaking to someone who invariably screws my account up causing me to have to call again, escalate the situation and feeling completely hacked off about the whole experience. We just want this fixed. For the most part EE has been great. I’ve  been a customer for almost 15 years. However, the upgrade experience is atrocious. Puts me off wanting to do it every time. 

[Happylady21]

I'm having the same issue as I'm a month away from finishing my contract. i dont want to ring and wait to speak to someone either as I'm very busy. may have to leave EE and go somewhere else if this continues.

[Leanne_T]

Hi @Happylady21 

Thanks for coming to the community. 

Does your EE account show you are eligible to upgrade now? 

Have you tried logging into your EE account on another browser? 

Leanne 🙂

[AH666]

Here we are at the rear end of September and the website still fails when you click on the 'upgrade your phone' link.

The mobile app doesn't even show the upgrade option.

Maybe spend a little less on Kevin Bacon doing those ads and chuck a few pounds at a dev to put this right as it looks like it's been this way for nearly a year.

Not impressed at all.

[Mimimimimi]

How is that not fixed for 2 years?

[Rach_H]

Hi @Mimimimimi,

Welcome back to the Community!

I'm sorry to hear you're having trouble with your app. Could you let me know a little more about what is happening?

Rach