unable to upgrade

C

I am having difficulty upgrading my son’s phone. I am on the Account Summary page, but there is no option to select a number or upgrade. I am given an option to add a line. But nowhere in the website do I have an option to upgrade. I have gone into the store and they sent me to the website. I went on chat and they were unable to help me. I tried it on Android, IOS and Windows devices.

Dio you see the option to upgrade presented to you on your account?

17 replies

Grod_Cricket
Userlevel 4

@Copithorne I will be happy to provide you the steps to log in to your account online and upgrade your device. Please see steps below:


Steps to Upgrade Your Phone


Ready to go? Just follow these step-by-step instructions.


 



  1. Sign in to My Account online.

  2. On the Account Summary page, scroll down to Phone Numbers, and select the blue arrow to the right of the line you wish to upgrade.

  3. On the next page, scroll down to Device, then select Upgrade Device.

  4. On the next page, you'll see some information about the upgrade process.

  5. Select Shop Smartphones to start shopping for a new phone. 

  6. Add the phone you want to buy to your cart.

  7. Next you'll need to review your insurance options. View details above

  8. If you want to shop for accessories, select Accessories (under Shop) from the top navigation. Add the accessories you want to your cart and then select the Cart icon at the top right to get back to your cart.

  9. Review your shopping cart and select Check Out.

  10. View your contact information. Make changes if necessary, then Continue.

  11. Enter your billing/shipping address and payment info. Agree to the terms and conditions and select Continue.

  12. Review your order and select Place Order.

  13. You'll see the Receipt screen. Print or save the confirmation number for your records. You'll also receive a text message to confirm your payment and an order confirmation email.


When you get your new phone, you'll need to come back and select Activate from the top navigation to get your phone up and running. Make sure you insert your new SIM card into your new phone BEFORE you activate.

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C
Thank you. On Android. iOS and window there are no blue arrows next to my list of three phones.
C
If we could exchange screen shots, I could show you. Do you see the blue arrows now on your account?
Grod_Cricket
Userlevel 4

@Copithorne I actually don't have access to an account to upgrade. Are you trying to add the device to the cart or just looking at the pricing?

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C
I am trying to buy a phone as an upgrade to an existing cricket service. One of the hardest things I have ever attempted
Grod_Cricket
Userlevel 4

@Copithorne  Did you follow the steps in the first message where you have to log in to the account online first and then choose the line that you are wanting to upgrade. Once you choose you want to upgrade it will pop up with a button to shop for a smartphone.

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.
Grod_Cricket
Userlevel 4

@Copithorne Once you select the device it will open a pricing menu and select upgrade and add it to your cart.

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.
C
Yes I did. On android. iOS and Windows. I can sign on to my account. I see my account summary. I pay for three phones for my family and I are them. There is no possibility for me to select phones. There is no blue arrow. If I bypass that by shop phones J get an option to add a line but no option to upgrade.
C
Yes I did. On android. iOS and Windows. I can sign on to my account. I see my account summary. I pay for three phones for my family and I see them. There is no possibility for me to select phones. There is no blue arrow. If I bypass that by shop phones I get an option to add a line but no option to upgrade.
C
One thing that would help is for someone with an account to confirm that they are seeing these blue arrows because the best hypothesis is that Cricket's upgrade function is offline.
Grod_Cricket
Userlevel 4

@Copithorne Are you logged in on your device to upgrade or on the computer. Also to clear your cookies and use Google Chrome or Fire Fox web browsers to see if that helps.

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.
C
I cleared my cookies. I downloaded and used Chrome. I signed in to my account summary page. There is no option for me to select a phone. There is no option for me to upgrade. I see text announcing "choose whether to add a line or upgrade." Then, only the option Add Line is presented
Grod_Cricket
Userlevel 4

When you are logged in to the account online you have to go to the line click on it and it will provide the option to upgrade line. After selecting it gives the options of shopping for the smart phone.

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.
C
I suppose I have exhausted what you have. I can keep telling you I can see my three phone lines. There is no option to select them. There is no blue arrow.
Grod_Cricket
Userlevel 4

@Copithorne Ok I know that on weekends we do updates to many of our systems. I would try on Monday and if it persist. Please let us know to escalate to our online team.

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.
C

Well I would definitely ask to escalate this. I tried it yesterday with no results. I was given a case ID 1908161314068 and told someone would be in touch with me in 24 hours and that hasn’t happened. 

Again, one thing that would be useful is for anyone to sign on and see if they can select and upgrade their phones.

Grod_Cricket
Userlevel 4

@Copithorne Since you have a case ID it is already in the escalation process for our techs to review the issue. I'm sorry that they stated 24hrs. The way it works is that they can take up to 72 hrs for them to call you. 

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.

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