I was trying to upgrade all day yesterday. Had the phone I wanted and plan I wanted in my basket, but couldn't finish the process as it kept asking for a PAC code even though I'm an EE customer already. I finally started a chat who asked what I wanted and then came back with a "deal" that was the wrong phone and the wrong plan and was £20 a month more than what i had in my basket. I said no and they kept badgering even though I asked them to stop messaging me. Now, I've gone back online to see what else there is on offer and they've done something to my account t where many handsets are no longer available to me. All the discounts I had have gone! Now every phone is £5-7 pounds month more that what was showing for me earlier in the day and the plans are about £10 a month more than they were. I feel like I'm being fleeced and EE are going to lose my custom after 20 years.
I've found before that when EE look at upgrades and you don't go ahead it seems to remove the ability to upgrade for a short time, no idea why. Like I did a SIM swap last week and now it says I'm not eligible to upgrade. You'll have to call EE and discuss your upgrade options.
