unable to upgrade in app and online

[Erezb]

I am trying to upgrade as the site informs me I am eligible for free upgrade. I get sent to the page that shows the shop tab abd upgrade tab but the upgrade tab does not work. I tried both the apps and 3 different browsers (chrome, edge, opera) and it is always the same

[Chris_B]

@Erezb  Try clearing your browser history and cookies. 

[Wales84]

I sent a text message (up) to 150 and the reply was that I’m eligible for an upgrade but when I head online or through the app It says I’m not eligible yet. I’m on a sim only plan for the last 2+ years and I want a device plan

[James_B]

Hi @Wales84,

Welcome to the EE Community. 🙂

I'm sorry to hear you've been unable to upgrade online. Please get in touch on 150 so our upgrades team can help.

James

[Stockl]

I'm having the same issue but then compounded by the issue that EE don't respond to their message service. I have attempted to contact via this service four different chats and am yet to speak to a advisor. Absolutely disgusting. 

[PaulyM]

I'm sorry for your issue but to be honest, you have got to be doing
something wrong or something that the system doesn't like. What exactly is
it that you are trying to upgrade? Your plan, your phone, your broadband,
your payment plan? These all have different answers but if you let me know
what it is exactly, I will get you the answer.

Paul Marshall

[Rach_H]

Hi @Stockl 

Welcome to the Community!

If you're not able to complete your upgrade online then I'd recommend giving our team a call. They can help you complete your upgrade, and see why you were having trouble, so this doesn't happen again in fuure.

Rach