topic Re: You're unable to add another product to your account at this time in Offers & Add-ons

You're unable to add another product to your account at this time

xenicuslongpipe — Mon, 24 Apr 2023 08:33:13 GMT

Hi all,

I recently purchased a 4G dongle and subscription from EE. It's been great, very happy with it.

I'm also in the market for a new phone. I very much want to become an EE customer as they have the better coverage in my area and customer service. EE are making this VERY difficult.

Seemingly because I took out a dongle I cannot purchase a phone for another 3 months. I just cannot understand the reasoning for this. I've called up customer service and so far they can't do anything about it. I'm almost certain I would pass any credit referencing if they were to carry that out. I frankly find this bizarre and a terrible customer experience. Am I missing something?

Re: You're unable to add another product to your account at this time

Christopher_G — Mon, 24 Apr 2023 11:00:49 GMT

Hi @xenicuslongpipe

Welcome to the community.

The credit check is ran when you initially take out a contract with us. Once you have build up a payment history, you may be able to add more lines to your account. Our Mobile Care team have access to your account and will be able to run through this with you.

Chris

Re: You're unable to add another product to your account at this time

xenicuslongpipe — Mon, 24 Apr 2023 11:08:40 GMT

Thanks for the explanation. I need to take a phone contract out now I cannot wait. As a result of this I'm going to have to go elsewhere and take out a 24 month contract whereas I'm going to be shortly returning the dongle as my broadband will be installed soon. This makes very little sense to me. Thanks anyway.

Re: You're unable to add another product to your account at this time

Camlan — Tue, 31 Oct 2023 14:10:39 GMT

What about when you have transferred from BT Mobile (at BT's request) and you have been a BT customer for nearly 50 years?

Surely I shouldn't be getting a response of "You're unable to add another product to your account at this time."

Re: You're unable to add another product to your account at this time

James_B — Tue, 31 Oct 2023 16:25:21 GMT

Hi @Camlan,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to check your eligibility for additional products if you get in touch on 150.

Thanks

James

Re: You're unable to add another product to your account at this time

Camlan — Tue, 31 Oct 2023 19:03:26 GMT

I don't doubt that but I shouldn't have to ring, I should be able to order on line given the length of time I have been a customer.

You are going to have a lot of disgruntled people if this is how all of the transfers from BT are treated.

Re: You're unable to add another product to your account at this time

James_B — Tue, 31 Oct 2023 19:19:58 GMT

I'm sorry for any inconvenience caused @Camlan

James