Unable to upgrade to device plan online

[Cyrus1804]

Trying to upgrade from a Sim only which is out of contract, My EE app and website both only provide more Simo offers and unable to select device plans.

Credit is good and address is up to date. I'm able to add an additional line but this isn't what I want. I have a F&F discount to add so can't upgrade over the phone or in-store as discount can only be added online as per t&C's.

[a_carton_]

Yayyya - it worked. No one could really say why the offer wasn't showing on my EE app but they set up my new contract for me over the phone with customer services. I am well happy. EE definitely has the best customer service (even if their app needs to improve).

Thank you Kate and James for your help now. You can close this string of emails down. I will go away now and leave you both in peace. Thanks for your advice and help.

Bye

Anita Carlton
Sent from my iPad

[James_B]

That's great news @a_carton_ 

Thanks for coming back to let us know. 🙂

James

[morbster]

I have been offered an upgrade deal which when i clikck into gives me a list of phones that I can upgrade to and in this case an iphone 14 plus for £37 per month. When I progress the screen it shows the devise cost and the monthly payment with the option of paying on flex plus but then doesnt allow me to change the upfront deposit which in this case was almost the entire cosgt of the phone and a monthly payment of a couple of quid per month. It then states at the bottom of the scree "

"no plans available, youre not eligible for any plans on this device right now"

I have tried every device and I get the same message. I am out of contract and on sim only, why is this?

I have called and the lady was totally unhelpful telling me that it was a glitch and I have logged in on several machines and at work and I get the same offers. Why cant I upgrade?!

Jasmin

[Katie_B]

Hi @morbster. 

Welcome to the community. 

What was advised following your call?

Have you been able to speak with our upgrades team on 150? the team should be able to process this for you. 

Katie

[morbster]

They basically said that the cheapest they could get the iphone 14 to was 55 per month despite my upgrade options showing as 37.

They were no use what so ever and offeredf an iphone 11 for the same money 37.

Have you looked at my upgrade options so that you can see what i mean or can i send you an image

[Katie_B]

Thanks for providing some screen shots @morbster. 

I am unable to access your upgrade details as we have no account access here on the community. 

Have you been able to try moving the contract term time down to 24 months from 36 months?

Katie

[morbster]

I have tried moving the contract term, I ahve tried reducing the deposit, and I have tried every phone that has been offered, but it just doesnt allow me to select a plan in order to conclude the upgrade.

I can go to 2 mobile and get an iphone 13 with an unlimited data plan and 5g for£37 per month. according to your customer support I cant even get an iphone 11 for that.

I want to tgake up the offer of the iphone 14plus. Can you help me resolve please

[Katie_B]

Of course, I really want to help get this resolved for you @morbster. 

Have you tried another device?

If you continue to see this our upgrades team should be able to look further into this. 

Did they ask for a screenshot of the deal you seen available?

Katie

[morbster]

I have tried on 4 devices to get this resolved.

The lady I spoke to was rude and just said our website must have a glitch because you cant have one for that amount. I offered a screenshot and she wasnt interested, said it wouldnt make a difference

[Christopher_G]

Do you know if they tried changing the contract length, @morbster?

Chris