Highlighted
by Investigator
Investigator

Account saying not eligible for upgrade

So a few days ago I went online and saw I was eligible for an upgrade. Saw a plan that looked a good deal so went to think about it. 

I have gone to take it today and my account is now saying not eligible for an upgrade. I took a 12 month sim only in November and was looking at another 12 month sim only on a slightly higher tariff. 

online chat could not process it as I have an EE perks code and I understand the code has to be used in checkout online.  They have not been helpful at all in trying to sort my account out so show my upgrade options. 

any ideas on how to get this fixed?

 

i have just changed to an esim. Could this have changed something on my account stopping the upgrade page showing? Any ideas how to fix this??

6 REPLIES 6
Highlighted
by Grand Master
Grand Master

Re: Account saying not eligible for upgrade

@EvilSmoothie  I recommend that you call customer services and speak with someone directly. 

Highlighted
by
EE Community Support Team

Re: Account saying not eligible for upgrade

Hi @EvilSmoothie

 

Welcome to the community. 

 

Our Mobile Care team have access to your account and will be able to look into the history to find out why this is happening.

 

I recommend getting in touch to find out what the next steps are.

 

Let us know how you get on.

 

Chris

 

 

Highlighted
by Investigator
Investigator

Re: Account saying not eligible for upgrade

They made some changes and asked me to try again. Same problem. 

Then said it may take 24 hours for the changes to come into effect. I’m not convinced but we shall see

 

 

Highlighted
by
EE Community Support Team

Re: Account saying not eligible for upgrade

Fingers crossed for you, @EvilSmoothie.

 

Let us know if it's the same after 24 hours.

 

Chris 🙂

Highlighted
by Investigator
Investigator

Re: Account saying not eligible for upgrade

It is indeed the same 24 hours later. 

Highlighted
by
EE Community Support Team

Re: Account saying not eligible for upgrade

I am sorry to hear this @EvilSmoothie

 

I would suggest speaking to our Mobile Care team, again and letting them know this is not resolved, they will be able to get this looked into further for you.

 

Let me know how you get on.

 

Leanne.

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