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You can upgrade now…..but I can’t

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Furmoman
Contributor
Contributor

‎20-09-2023 01:35 AM

Hi

So I used to be on a 24 month contract and when it ended I switched to a 12 month sim only deal as I didn’t need a new handset.

My phone is now getting a bit dated and I am constantly being told that I can upgrade with a new handset via messages and in the EE app so I thought I’d get an iPhone 15.

However, when I try to upgrade I am told I am not eligible for a contract with that handset? I tried with a cheapo alternative and it seems happy to let me proceed - my current bill is £60 with an Xbox add on which will expire in December and the iPhone 15 contract is around £60 so no real difference except a higher payment for the next 3 months?

Is this a credit rating thing? I have good credit and have always paid on time in the 11 years I have been an EE customer?

Can anyone shed any light on why it might not be letting me upgrade?

Thanks in advance!

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Furmoman
Contributor
Contributor
In response to James_B

‎21-09-2023 12:03 AM

Hi James

Thank you for taking the time to reply - it seems that this was some kind of glitch as I tried again this evening and my upgrade went through just fine.

Sorry for my little tantrum, I was tired and grumpy 😂

Happy now as I get to stay with EE, who may not always be the cheapest but I have rarely had any issues with the service I get and reliability is worth it’s weight in gold.

Thanks again James

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Furmoman
Contributor
Contributor

‎20-09-2023 01:37 AM

Oh and forgot to say that my 12 month sim only deal ends in February, but my app constantly tells me I can upgrade for free at this time?

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Furmoman
Contributor
Contributor
In response to Furmoman

‎20-09-2023 02:56 AM

OK I tried again and it only seems to lock out the option once I enter my earnings - I guess 40k a year isn’t enough to own an iPhone 15?

I know that isn’t much these days but I am sure I can get a contract elsewhere on my earnings…I guess I’ll ride out the last few months and switch to a network that thinks I am financially viable….

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James_B
EE Community Manager
EE Community Manager
In response to Furmoman

‎20-09-2023 10:48 AM

Hi @Furmoman,

I'd recommend having a chat with our upgrades team on 150.

They'll be able to access your account and see if it is possible to set you up with your chosen handset.

Thanks

James

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Furmoman
Contributor
Contributor
In response to James_B

‎21-09-2023 12:03 AM

Hi James

Thank you for taking the time to reply - it seems that this was some kind of glitch as I tried again this evening and my upgrade went through just fine.

Sorry for my little tantrum, I was tired and grumpy 😂

Happy now as I get to stay with EE, who may not always be the cheapest but I have rarely had any issues with the service I get and reliability is worth it’s weight in gold.

Thanks again James

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James_B
EE Community Manager
EE Community Manager
In response to Furmoman

‎21-09-2023 09:13 AM

No problem @Furmoman 

I'm happy to hear you've been able to complete your upgrade. 🙂

James

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