Upgrade

[JoR1]

On the App, I want to upgrade my watch plan and 2 sim only plans on my account that are not in commitment but I get a message to say that I can’t upgrade as my phone isn’t paid off.  Is this because I’m still in a contract with one phone on my account? 

[Alex_H]

Hi @JoR1,

Welcome to the EE Community

Great to hear you are looking to upgrade, you being in contract on one number should not effect your ability to upgrade separate numbers. 

Do you have one of the other numbers selected from the dropdown menu in app when clicking upgrade now? If you try and upgrade via the website do you still get that error?

Alex

[JoR1]

Hi Alex. 

Thanks for getting back to me, sorry for the delay.

 Yes, I have the other numbers selected.  When I check my account it shows  I have been out of contract with those lines since the beginning of the year.  

I hadn’t tried the website, just the app.  Just tried the website, that’s the same.  

Jo

[Katie_B · Accepted solution]

Thanks so much for getting back to us @JoR1. 

I would recommend giving us a call and speaking with our customer care team. 

The team have account access and will be able to look into what is stopping you from being able to upgrade your other lines. 

It would be amazing if you could keep us updated here on the community. 

Katie