Upgrade issues

[Skyispurple]

I've been trying to process an early upgrade for a few months but keep hitting the same problem.

I can log in to my account just fine but when I click on the upgrade page I get "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do."

I've gone through tech support twice and have had no resolution. I don't want to call 150 as I am disabled it is extremely difficult for me to speak on the phone. 

I just want to upgrade my phone online. Can anyone help? 

[Leanne_T]

Hi there @Skyispurple 

Thanks for coming to the community, I am sorry you're getting an error message in your EE account when trying to upgrade. 

How long ago did you last go through technical support? Did the team advise they've raised a support ticket to get the account looked into? 

Thanks very much. 

Leanne.

[Skyispurple]

I last spoke to them about two weeks ago. No ticket was raised either time as far as I know. Any help would be appreciated as I don't really want to have to leave the network just because of this! 

[Katie_B]

Hi @Skyispurple. 

Thanks for getting back to us. 

Do you have access to the EE app?

If yes, can you log in OK?

Speak soon, 

Katie

[Skyispurple]

Yes. This happens to me in the app and on website. I have also tried it on
both pc and my phone and used Chrome, Firefox and Microsoft Edge and the
problem persists.

[Katie_B · Accepted solution]

Thanks so much for confirming @Skyispurple. 

We are limited to what we can investigate here on the EE Community without account access. 

I believe, our technical care team will need to raise a ticket with our back office team for this to be investigated further. 

Katie