cant upgrade help!

[stui]

hi there.

Ive had my sim only for just over 6 months now,and I fancied a new device as it came up eligible for upgrade(well its been counting down the days for me really on the app )so I picked the new iphone 15 and everythings fine,until i get to the checkout section.

it puts the order through then it says in red writing”unexpected error”and tells me to call a number,which i did and no one in ee seems to know whats going wrong?I always pay my bill through the app and he mentioned this might be the case?my question is has anyone else had the same problem and came up with a solution?tha ks

[Leanne_T]

Hi @stui 

Thanks for coming to the community. 

Could our mobile guides place the order over the phone for you when you called? 

Was a support ticket been raised for this error to be looked into by the relevant team? 

Thanks 🙂

Leanne. 

[stui · Accepted solution]

So after many many phone calls,and a visit to my local store I managed to find the solution.

I pay my bill(well before its due)by apple pay using the ee app.I thought i was doing a good thing but this is apparantly a disaster.

Because I dont pay by direct debit this affects me getting my upgrade!as theres no solid”payment history”by paying your bill this way.

Most months my account was also in credit as i would round up the payment to the nearest £ .

So word of warning to anyone on a sim only looking for an upgrade.pay by direct debit!!

[Leanne_T]

Morning @stui 

Thanks for coming back and letting me know. 

Leanne.