Unable to upgrade online

[RachaelR]

I'm due to upgrade - the website informs me of this fact every time I log in.  Unfortunately whenever I click on the upgrade link nothing happens.  The only thing I can do is go directly to the shop and buy a new phone or sim but there's no option to upgrade or add my NHS perk code at checkout. 

Please could you advise why the upgrade link isn't working - thanks

[JonMark73]

Hello, guess what? I have same issue. I use the EE app. The upgrade link does not work. It sends me to a page which various links to My Shop or My Account and these links do t work either. It's a vicious circle going round and round and utterly annoying. Come on EE sort it out. 

[Christopher_G]

Welcome to the community, @JonMark73 

Sorry to hear that you're having problems upgrading. Have you tried on a different device or browser?

Chris

[wertyuiop1]

Same issue here - the cycle of "you can upgrade" but we won't provide any service that allows your to do it conveniently whilst replying with generic responses that don't help.  

For me, the app doesn't allow me to do it.  I've tried 3 browsers and all take me round the same loop presenting the upgrade and then just erroring on the upgrade page. 

Will be taking my money else where for the fact EE cannot provide what should be a normal service.

[Leanne_T]

Hi @wertyuiop1 

Welcome to the EE Community. 🙂

If you're unable to upgrade online, please get in touch with Technical Support who'll be able to raise a support ticket to resolve the issue with your account.

They'll be happy to help.

Leanne. 

[GreenEyes118]

When I go to upgrade on the app I can click on what I want and it goes into my basket. It takes me as far as filling out my address for delivery and then when I go to continueit comes up saying my internert connection isn't working even though I know it is. I went the website and tried to do it and it told me it can't be done and this time and I will have to wait 30 days to try again. I will not call up EE because I have a stammer and cannot get my words out. I am not able to go into the store for a while either. What am I supposed to do? You should really let us order online again as not everyone is able to call or go into store. Ridiculous!

[Christopher_G]

Hi @GreenEyes118 

Welcome to the community.

If you text UP to 150, does it say you're eligible for an upgrade?

Could you try upgrading through the EE website on a different device, making sure no VPNs are connected please?

Chris

[GreenEyes118]

I am eligable for an upgrade and I have tried to do it on the website on 3 different devices and it says it I can't order at this time, as I told you in my previous message. And I have seen many others have had this issue. No one can order on the app or on the website and it seems its been this way for quite a while. Not all of us can go instore and call 150 so online ordering needs to be available!