Unable to View Upgrade Eligibility

[kmm2821]

Since updating to the new My 3 system and app, I have been unable to view my upgrade eligiblity. I have been due to receive an upgrade for a couple of weeks now, but am unsure how to go about this as the system will not work properly. I now really need an upgrade as my old phone is no longer working properly.

[Three_Deborah]

@kmm2821 Hello there, have you found your "upgrade" info? Can you tell me what you see on your App now? 

[kmm2821]

I can see the home page which shows my details, but when I try to click
into any other option, such as "check upgrade eligibility", I am just
redirected back to the same home page.

[Three_Deborah]

Hmmm, does this happen on both the App and the website? What plan are you on at the moment? Have you called Customer Care or gone to Chat to put through your upgrade? 

[kmm2821]

This happens on both the app and the website. Since upgrading to the new My
3 system I have found that none of the features on my account are working
properly.

[Three_Shauna]

Are you receiving any error message or does it only redirect you back to the home screen? Do you have the latest version of the My3 app downloaded? Have you tried via a different browser/device also?

[kmm2821]

An error message shows on the app and on the website I am just redirected
back to the home screen. I have downloaded the new app and have tried to
log in on both my phone and my laptop.

[LauraH]

@kmm2821  thanks for that, can you let me know exactly what the error message is on the app and we can proceed from there?