Website and App won't let me upgrade

[JustRTW]

Last week I received a text from EE telling me that my SIM-only contract is due to end on 15/01/2025.

Today I visited the website to see my options, only to find that, even though I was logged in, I couldn't access SIM-only deals and was offered the option to upgrade my phone or choose another phone. Undeterred, I went on the app to get exactly the same problem.

I don't want a new phone - I bought it outright from Apple and it does not need upgrading. I just want to go to a cheaper SIM-only deal as I'm currently paying for data that I'm not using so I want to see what's available.

[Matt_124]

What happens when you go into the EE App > Shop > SIM > and then Upgrade on that number?

On the App when Upgrading (regardless of the route you take) it should show the option at the top of the screen for "Phone and Plan" or "SIM Only" as shown below:

The only reason there would ever be a restriction is if you were trying to use "Upgrade Anytime" from an older All-Rounder or Full Works handset plan from before that feature was withdrawn. 

[JustRTW]

No, that doesn't work. Same result as before.

Going through the app is just like using the website on a PC - it even asks me to sign in even though I'm accessing it through the app... which I'm already signed into! 🙄

Even more maddening, there is nothing to click on to "Shop for an Upgrade"!

It's as though they just want me to buy another phone. I don't need one and I'm tempted to go elsewhere as I've seen 50 GB plans for less than half of what EE are offering.

[Alex_H]

Hi @JustRTW,

Welcome to the EE Community

When you are on a SIM only contract, you can only move to another SIM only contract once your existing one has finished, however you can place the order for the new contract up to 45 days in advance, so you should  be able to see available options.

 As this issue is happening across the app and website it does mean the issue is one that would need to be looked at by our technical team on 150 and a ticket for your online account raised if needed.

Alex

 

[JustRTW]

@Alex_H ... No, I cannot log into the EE website. It seems that being an existing customer puts me at a disadvantage.

This is all I get now... I can't even open the EE website.

Looks like I'm heading elsewhere for my 2025 mobile contract.

[Peter_W]

Thanks for giving that a check for us @JustRTW.

If you're still encountering issues with the website too, I would definitely get in contact with our technical team like @Alex_H recommended. 

They'll be able to check on how your account is set up at our end, and if needs be investigate further.

Peter

[JustRTW]

Not the solution. I can't move to another contract and only have a day left.

EE insists that I call 150 to change my contract. WHY?

[Matt_124]

To try and fix your issue and get you back onto a better deal. They can raise a fault over the phone to get your account fixed.

Otherwise nothing will get highlighted or fixed and you'll continue on your existing deal out of contract.

No one can contact you or access your account from these forums and the problem will only persist until you bite the bullet and get in touch with them.

[JustRTW]

Getting the website fixed is the problem.

[Matt_124]

The website and app works fine for me and many others, I upgraded recently, and even now I can still easily get on and see upgrade options while I am logged in.

The issue you are having is on an account level, it is not an issue with the entirety of EE's website. With an issue like this that is isolated to only some user accounts, it requires investigation to get it fixed. They may have a fix they can do while you are on the line. Without getting in touch they can't investigate the issue and as a result they can't fix the issue.