Upgrade con?

[MrKopperclopps]

I was offered a free upgrade as I came to the end of my contract.  Using the app, I chose a Galaxy S26 Ultra as I had never had a top of the range phone and the offer was good. I went through the process, including credit check only to be told I needed a PAC to upgrade even if staying with ee. As we have a couple of phone on the account, I could not do this through the text route, or the website. On calling 150 I was told I do not need a PAc to upgrade when staying with ee, but as I had tried a couple times already,they could not offer me credit (my score is good - I know different factors can be at play) so I could not get the upgrade.

Now when I look again, the price has rocketed by over 50% in just a couple of days. You can jeep the upgrade. Will go to Sim only.

[Chris_B]

@MrKopperclopps   So if EE have an offer for a device and then remove that offer that is their choice.  Your not entitled to that offer is you miss out 
 You don’t need a PAC if it’s an upgrade as a PAC is to change network providers and retaining your number.  An upgrade you retain the number because it’s just an upgrade on the same account for that line.    

[garybs29]

Sounds like it has increased in price as not showing flex pay options anymore so yes more but likely over 24 months too & not 36

[Rach_H]

Hi @MrKopperclopps 

Welcome to the Community!

I'm sorry to hear about this confusion, and I can understand your frustration. Given you were prompted to enter a PAC to complete your order it sounds like this may have been for an additional line, and not for an upgrade. This would also explain why the prices are showing differently now, as these have additional discounts and, as @garybs29 has mentioned, the Flex Pay options may no longer be available given the issues you've had previously.

Rach

[MrKopperclopps]

Yes, thanks, I know all this, but the app would not let me proceed with an upgrade without the PAC. It meant that while there was an offer on, I could not take it up. The offer was right there, on my account when I logged in, but there was no way I could take it up without a PAC.

I have decided now to just keep my current phone and go to Sim only

[MrKopperclopps]

Thanks Rachel.

Definitely not an additional line. Same line I have had with ee for years. The upgrade offer was there on the app on my account, but there was no way I could take it up through the website, app or 150.

[MrKopperclopps]

Thanks Rachel

No, definitely an upgrade to an existing line. I followed the upgrade links
and clicked on retain my number, which is an ee number, so I am not
changing supplier.

When I called 150, I got quoted a similar price (at the lower rate) and the
operative was aware u was already an ee customer just changing my phone.

Charlie

[Leanne_T]

Morning @MrKopperclopps 

Thanks for coming back to us. 

To discuss the experience you've had when trying to upgrade and see what could have happened, please get back in touch with our mobile guides on 150. They can take a look at your account and also see if they can help you with the upgrade for a phone and plan that is suitable. 

Thanks 🙂

Leanne.