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Re: Online upgrade area of website isn't working

Redpaul1970
Established Contributor
Established Contributor

‎07-08-2025 06:38 AM - edited ‎07-08-2025 06:39 AM

I'm having the same issue. Been trying to upgrade for a week but the upgrade button isn't a link, it's just a graphic. I've tried 2 browsers and the app, all the same. I can't call as I'm hard of hearing and I don't have time for live chat again as yesterday all the agent was interested in was selling me broadband that I don't want or need all while I was trying to work. How hard is it to sort out the website as most of us would prefer to actually look at what we are buying and paying for instead of being told over the phone.

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5 REPLIES 5
Katie_B
EE Community Support Team

‎07-08-2025 08:43 AM

Good morning @Redpaul1970. 

Thanks so much for coming here and flagging this with us. 

I completely understand that customers often prefer to upgrade online rather than over the phone, I would love to see if I can help.

If you text UPGRADE to 150 what reports back?

Speak soon, 

Katie

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Redpaul1970
Established Contributor
Established Contributor
In response to Katie_B

‎07-08-2025 10:08 AM

I got sorted on live chat but what would have taken 5 minutes on the website took 2 hours on live chat. Very inconvenient while at work.

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Katie_B
EE Community Support Team
In response to Redpaul1970

‎07-08-2025 10:23 AM

Thanks for getting back to me @Redpaul1970. 

I'm sorry to hear about the wait time, it's great that this has now been sorted for you. 

Katie

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Redpaul1970
Established Contributor
Established Contributor
In response to Katie_B

‎09-08-2025 10:22 AM

Turns out it hasn't been sorted. EE told me via SMS my phone would arrive yesterday, it didn't. DPD tracking says they haven't received it yet. I get further SMS messages saying EE need to talk to me despite me replying that I can't call as I'm hard of hearing. Tried using text relay but the agent hangs up. `tried live chat again and after the usual 20 minutes wasted trying to sell me broadband they said my handset was delivered yesterday when it obviously wasn't. Going round in circles so I'm close to cancelling my direct debit and claiming my upgrade fee back. Shambles of a company.

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Ali_A
EE Community Support Team
In response to Redpaul1970

‎09-08-2025 01:17 PM

Hi @Redpaul1970 

The delivery SMS from EE would be to let you know the expected delivery date. 
As the tracking shows you have not received it yet, it does confirm EE have shipped the device to you already. Does the tracking information give you any reason for the delay from DPD? 

Occasionally the delivery may be changed to a 2-day delivery by DPD for operational reasons, such as remote locations or Norther Ireland etc. 

Ali 
 

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