Online upgrade area of website isn't working

[PaulFjelrad]

Come on EE, sort yourself out. MyEE is telling me I'm ok to upgrade my phone, I go to the website and it says "Hey PAUL, you can upgrade now or add another plan to your account on 07.......", I pick the phone and plan I want, press "Add to Basket" and it just takes me back to the beginning of the process again.

...and no, I'm not interested in calling 150. If I wanted to speak to an operator I wouldn't have been looking to do this online in the first place. Let me know when it's fixed EE. An important part of the service you offer is a working app and website. If that's not working then the service isn't as it should be and I'll move my contract to another provider who does provide the service properly.

[johndavies1]

I an also having problems as I have two accounts with ee, one for myself and one for my wife's phone but since my wife had to upgrade her phone this year, the website will not let me upgrade my phone until the contract on my wife's phone ends in 2026!!.

I also have a query on the monthly charge on my phone, which is much higher now than what the original contract was agreed on.

HELP!!

[Leanne_T]

Hi there @johndavies1 

Thanks for coming to the community

Do you have your number selected in your EE account when trying to upgrade? 

Does your bill show any extra charges that explains the extra charges? 

Leanne 🙂

[johndavies1]

Yes, I did have my number selected when trying to upgrade, but it still says I have to wait as mentioned before if I wanted a new phone,

The bill does not show any extra charges.

I have now however got through to the upgrades team (after waiting for 20 minutes for a reply) and have managed to upgrade my phone for a new one without having to pay any extra monthly. He did not have any explanation about why the extra charge was being made.

John

[Padross27]

I have had the same problem, tried on different devices and servers and end up going round in circles, telling me I can upgrade, I click on the phone I want to upgrade then I’m taken back to the I’m due an upgrade page. I spent the last two days chatting to assistants on 150 and through the text service. On both occasions the assistants were more interested in selling me a more expensive contracts and seemed more interested in selling me broadband. On the second occasion when I agreed upon a price I was told it was no longer available and tried upselling me to a more expensive contract. This is ridiculous customer service. I have worked in retail for 20 years and would never treat customers like this. 

[Linzi_H]

Hi @Padross27 

I'm so sorry we've left you feeling like this, as it's the last thing we'd ever want!

Our team should have logged the issues you're facing with your online account, so we can work on getting a fix in place as soon as possible.

When speaking with our Guides over on 150, they should be making sure any offers discussed suit what you're looking for. I'm very disappointed to hear that we haven't found anything suitable quite yet.

Deals and promotions can change quickly, and I know at times it's not nice when things change.

I would advise you to contact us again directly or pop into your local store with photo ID. From there, we can then discuss everything and log any concerns you have.

Linzi 

[Padross27]

Why oh why OH WHY can I not upgrade my phone online when it tells me I can upgrade. I end up going round and round in circles telling me to upgrade, I click, pick my phone and then back to the what do you want to do page,,,,, and repeat and repeat. Pleas don’t recommend I call 150 or use the text chat. I tried that and if I wasn’t getting offered ridiculous priced contracts the person I was talking to was more interested in taking broadband. Seems that’s the only way to get a respectably priced contract. I’m so disappointed on the service I’ve received over the last 24 hours. All I want to do is upgrade my phone online. Please EE fix the website to allow me to upgrade my phone. 

[Linzi_H · Accepted solution]

Hi @Padross27 

As I've advised earlier, you'll need to get in touch or visit us in store with photo ID so we can help further.

I do appreciate the frustration this will be causing, and we'd love to make sure you get your upgrade sorted! 

Linzi 

[Vixtastr43]

I am also having this problem. I follow all links to upgrade (I'm logged in to an account linked to my phone number). I get to a page with 3 options: upgrade, add a product and manage account. The latter 2 work. The upgrade button does not. 

[Padross27]

Can I ask why so many people are having the same problem? Surely there is a fault with the site. Having already called 150 and received terrible service I do not want to call again and because of my personal circumstances going into a store isn’t an option I have very often. Rather than telling people who raise this issue to call 150 or go into the store surely the solution is resolving the online issue? receive bog standard replies regarding the online issues only frustrates your loyal customers even more.

[Padross27]

It’s an absolute joke.