topic Re: Forbidden message on data add on page in Mobile Broadband

Forbidden message on data add on page

rafomania — Fri, 12 Aug 2022 20:08:48 GMT

Hi,

I am using a 4g data sim in a dongle. I can add credit from the add-on page. However I can't buy an add on package. The page I get says 'forbidden'

Please help!

Re: Forbidden message on data add on page

Chris_B — Fri, 12 Aug 2022 22:07:39 GMT

@rafomania Try clearing your browser history and cookies to then try again

Re: Forbidden message on data add on page

rafomania — Sat, 13 Aug 2022 08:11:53 GMT

thank you. this worked for me.

Re: Forbidden message on data add on page

Thayne — Sat, 13 Aug 2022 22:19:19 GMT

Hi, I have had the same issue, followed your suggestion to clear browser and cookies but still the same.

Re: Forbidden message on data add on page

Christopher_G — Sun, 14 Aug 2022 07:34:00 GMT

Hi @Thayne

Welcome to the community.

I would recommend speaking to our mobile care team so that they can look into this and help you get the package you're looking for.

Chris

Re: Forbidden message on data add on page

AB104 — Sun, 14 Aug 2022 18:02:41 GMT

I have exactly the same issue but Chris_B's suggestion hasn't worked.

Seems rather ironic that top-up payments are accepted but customers can't then use their credit to buy the data package they want......

Re: Forbidden message on data add on page

Christopher_G — Mon, 15 Aug 2022 07:01:12 GMT

Sorry to hear that, @AB104

If you speak to our Mobile Care team, they'll be able to look into this for you.

Chris

Re: Forbidden message on data add on page

Dreyer — Tue, 16 Aug 2022 05:49:44 GMT

Yes, I have this problem every time. Topup goes very smooth, but then can't use the funds to purchase an add-on. I guess they have to money now!!!!

Re: Forbidden message on data add on page

Dreyer — Tue, 16 Aug 2022 05:50:46 GMT

I am sitting on the train for a couple of hours now wanting to do work and I cant. Very frustrating service.

Re: Forbidden message on data add on page

Christopher_G — Tue, 16 Aug 2022 07:35:19 GMT

Sorry you weren't able to add your add-on, @Dreyer.

If you're still having problems, our Mobile Care team will be able to help you.

Chris

Re: Forbidden message on data add on page

Dreyer — Tue, 16 Aug 2022 10:48:36 GMT

Sure, but I shouldn't have to call you.

Re: Forbidden message on data add on page

mmv — Sat, 27 Aug 2022 10:27:35 GMT

So it's not just me. It is every single time. EVERY SINGLE TIME. How is this acceptable? Your website looks and acts as though it was built by an 8 year old as a school project. Get your act together!

Re: Forbidden message on data add on page

Leanne_T — Sat, 27 Aug 2022 13:16:06 GMT

This has been reported to the relevant team @mmv

Please try clearing cookies and cache and opening a new web browser, please enter add-on.ee.co.uk, does this work for you?

Leanne 🙂

Re: Forbidden message on data add on page

AB104 — Sun, 28 Aug 2022 11:05:26 GMT

Thank you for reporting it again, Leanne.

I'd already tried what you suggest but it didn't work. As was suggested earlier in this thread, I had to call the support team who could convert my credit into data. However, I really shouldn't have to spend 45 mins calling your support team in order to get data after my top-up has gone through.

Your support team member was also going to raise the issue but that was a couple of weeks ago. Obviously nothing has yet been done to solve this as I still can't see how much data I have.

Please do fix this ASAP and revert to the previous system which allowed customers to access their data package information.

Re: Forbidden message on data add on page

Dreyer — Sun, 28 Aug 2022 19:05:10 GMT

That solution does not work.

Re: Forbidden message on data add on page

Leanne_T — Mon, 29 Aug 2022 07:10:02 GMT

Hi @Dreyer

Have you tried clearing cookies and cache and entering add-on.ee.co.uk into a new web browser?

Leanne.

Re: Forbidden message on data add on page

Badgers-den — Tue, 30 Aug 2022 08:45:59 GMT

Yes I have the same issue but for some reason occasionally it works okay and allows me to top up. I am surprised how difficult it is to use ee’s web site nothing seems to work properly - it’s certainly not user friendly.

Re: Forbidden message on data add on page

IhateEE22 — Thu, 01 Sep 2022 12:40:52 GMT

Having the same problem, every single time. Takes my money but can't get an add-on. The app is crap, the web-site even worse. You get the same answer, clear browser, clear cookies, clear cache. Would be better if they gave a service that actually worked.

Re: Forbidden message on data add on page

XRaySpeX — Thu, 01 Sep 2022 20:39:57 GMT

Seems to be fixed today. Haven't had 1 Forbidden all day.

Re: Forbidden message on data add on page

SuzeFawcett — Sat, 05 Nov 2022 14:22:10 GMT

But this shouldn't be necessary - can you not just fix it, currently on my 4G Wifi I get an upload speed of only 0.34 unusable wherever I am! just a terrible service