Trouble upgrading online

[LC1983]

Hi, I’ve been trying to upgrade online for over a week. I’m a student and have a discount code to use which has been added successfully. Anytime I try to check out it says there’s a technical error or oops we can’t check you out. . I’ve tried online, via app, cleared the cache and cookies, tried online my partners phone and it’s the same response. 

I’ve rang 150 to upgrade and they’ve said they can’t apply my student discount over the phone and I had the same response in store. 
no one seems to know what the issue is. I’m thinking there’s an issue with my account but whenever I speak to someone they don’t know how to rectify it. 
Any help please? 

[Rach_H · Accepted solution]

Hi @LC1983,

Welcome to the Community!

I'm sorry to hear about the trouble you're having using your discount code. If you're not able to use this then you can make a complaint and our team will be able to look into this for you.

Rach

[Dz91]

Hi, 

I'm having the exact same issues months later, I've contacted EE, no help, I've sent complaint forms. Can someone do something please so I can buy the phone?

[Ali_A]

Hi @Dz91 

Sorry to hear you're also facing an issue using a discount code on your upgrade. I recommend it's best to contact customer service on 150 from your handset where a guide will be able to check your online account has been set up correctly, and help reset it if needed. 

Ali