04-10-2018 12:52 PM - edited 17-01-2019 11:57 AM
Time for a new phone? Here's how to check if you're due an upgrade with EE.
To do this, tap Menu > Upgrades. My EE will show you the next available date when you can upgrade without paying a fee. It will also show your early upgrade cost (if available).
You can upgrade to a new device and plan if you've got fewer than 45 days to go until your contract renewal date. Alternatively, if you’re in the last 100 days of your contract, you can get the latest device with no early upgrade fee if your new plan is higher than your current plan.
However, if your account has an outstanding balance then you will not be eligible for an upgrade until the outstanding amount is settled.
You can also text UP to 150. You'll then get a text message back informing you whether you're eligible, and explaining what to do next.
Yes, you can upgrade early if you meet the following criteria:
You can’t upgrade early if:
You can check your early upgrade cost through My EE online. To do this log into your account and tap Menu > Upgrades.
If you prefer to have a chat about this, feel free to contact customer services and the upgrades team can go through the cost with you.
You can keep your existing phone or trade it in for cash through our Recycle and Reward scheme.
You can decide to cancel your early upgrade by telling us within 14 days, unless you have chosen to recycle your old phone with Recycle and Reward.
The 14 day cancellation period does not apply to upgrades done in one of our retail stores.
We hope this has answered all of your upgrade questions. If there's anything else you'd like to know, just tap reply below.
04-10-2018 08:12 PM
I was due an annual upgrade and when i tried to upgrade to a newer phone costing more per month i was told i would lose my discount as i was taking out a new phone.
Ive had up to 5 lines with EE and got a discount on all lines.
But given the way i was treated was told lies IE it was what they call an outbound call center who in my opinion were liars.
very dissapointed and one more unsatified customer.
Oh yes still waiting on a call back from a manager thats been since 15.30.
05-10-2018 07:55 AM
Good Morning @jimh56.
What phone are you looking to upgrade to?
Please let us know the result of the call back, I hope we come to a resolution and keep you with us!
10-10-2018 05:23 AM
I've just preordered a Pixel 3 two weeks before my free upgrade is due. As the phone will be delivered after this date is it possible to waive the upgrade fee?
11-10-2018 07:21 PM
The upgrade team said no so I had to cancel. Hopefully my order won't be delayed when I order in a couple of weeks.
23-10-2018 08:29 AM - edited 23-10-2018 08:30 AM
So today's the day. Called EE just now to restart the upgrade process but I was told that there's a fault and it's going to take 5 days to fix. I thought something might be wrong as all of the upgrade options have disappeared from my account. Will probably just buy the phone outright now and go SIMO once my contract is actually up in December.
23-10-2018 10:47 AM
I'm sure they're working really hard to get it fixed, I know you're really looking forward to the new Pixel 3!
24-10-2018 08:49 AM
More drama. Logged into my ee this morning and the app started to report missed payments. After another call to EE they found that the early upgrade fee credited my account so the bill payment wasn't put through but after this fee was refunded my account then went into the red. Hope my credit rating didn't take a hit.
I just wish the upgrade system was intelligent enough to detect when existing customers are preordering phones before upgrade day and not issue a charge if the phone will be delivered after said day. There wouldn't have been any problems if this was in place.
26-10-2018 10:51 AM
Regarding upgrade anytime, could I upgrade every 15 days to any phone available on that plan, even same I' had previously, & keep them all as long as I pay the early fee (200) & the phone retention fee?
eg Could I buy a Pixel 2 every 15 days for 300 pounds (current rates https://ee.co.uk/help/help-new/getting-started-and-upgrading/how-to-join-or-upgrade/how-can-i-upgrad...)
26-10-2018 05:35 PM
Thanks. Do you know what the keep cost of the Pixel 3 will be?
I called CS but they misinformed me that you can't upgrade & keep the phone until 12 months into contract and rate wouldn't be known until then
05-12-2018 02:01 PM - edited 05-12-2018 02:07 PM
I am due for an upgrade 20th December 2018 and think I know what phone and plan I am looking for. Don't mind waiting till the 20th December so the upgrade is free BUT a little concerned that the date is so close to Christmas and coudl be delays with couriers etc. Would EE agree to upgrading to say the beginning of that week or maybe the week before? Woudl like the new handset before Christmas 🙂
05-12-2018 09:03 PM
Not tried that, just logged on to the website and got the upgrade info there.
Upgrade fee to pay if before the 20th December.
06-12-2018 07:46 AM - edited 06-12-2018 07:50 AM
Thanks for coming back to us.
You can upgrade in an EE Store, where you can take the phone with you if this is in stock 🙂
Just make sure to take ID with you, either a passport or driving license.
Or, if you prefer give us a call closer to your upgrade date and we will see what our upgrades team can do for you.
14-03-2019 10:52 AM
I just need a little help and Upgrades can't help me because I'm not due for upgrade just yet.
I'm on the annual upgrade scheme and am able to upgrade in the next few weeks - I've just had a look and see there's an "early upgrade" tariff and not the "annual upgrade" one. When I've looked at the T's and C's for annual upgrade, they've changed since I last did it and it says it's not available with a "PERK".
I used to work for both Orange and T-mobile and have a staff discount still on my account. Is this a "PERK" or not? I know it's a perk in the general meaning of the word, but I don't know what "PERK" in caps relates to.
If I lose the discount, then I won't be upgrading and will wait my contract out, but I'd rather know so I can stop looking at new hadnsets that I won't be able to get.
Any help would be appreciated.
14-03-2019 11:02 AM
@shaunysaurus If you no longer work for EE/Orange/T-Mobile then any discount that gave you will be removed if you change your current contract. Discounts only remain with you while your still using the same contract.