topic Re: Cannot 'add to plan' any products! in Offers & Add-ons

Cannot 'add to plan' any products!

Techytom29 — Fri, 22 Aug 2025 13:41:46 GMT

I am getting fed up with EE.

I have been a customer 10 years, had multiple contracts, and bought multiple things on the 'add to plan' products where you can put the cost onto your contract.

I wanted to purchase a garmin smart watch advertised on there. Signed out, you can add it to basket fine. Signed into my account I click add to mobile plan or add to basket and get the error "sorry, we couldn't add this to your basket. "Try again later or choose a different way to pay".

I've chatted on the app, been told they don't know what the issue is. I've called up many times and been told they cannot do anything and it's being 'looked at'.

A quick search on EE forum and Reddit amongst other forums shows LOTS of customers experiencing this, over a year ago and it's still not working. This seems crazy that it's not been sorted. The only replies you see on here from people from EE tell you to call them, which is totally unhelpful.

I've communicated to multiple people on the phone, and they don't have any idea.

Major revenue loss for EE? Why advertise all these items and promote add to plan if you won't let it work. Given the fact it works when I'm signed out, it points to an issue with the account, but everyone says the account is eligible. I want to purchase this smart watch and I really want this sorted.

Re: Cannot 'add to plan' any products!

Chris_B — Fri, 22 Aug 2025 13:54:01 GMT

@Techytom29 are you within the first 17 months of your contract ? If not you can not use add to plan to have this

Re: Cannot 'add to plan' any products!

Techytom29 — Fri, 22 Aug 2025 13:58:23 GMT

Hi Chris,

Yup very much within the first 17 months and as stated as well I've called up and everyone says I'm eligible. But it doesn't let them do it for me either.

Re: Cannot 'add to plan' any products!

Chris_B — Fri, 22 Aug 2025 14:06:24 GMT

@Techytom29 At a guess and it is a guess EE might not be prepared to allow this because you might be going over your credit limit with EE. This is purely a guess but it would explain it.

Just to add what you read on here or Reddit will only be the minority of customers who are not happy about being refused something and there will be thousands of customers where this has gone perfectly fine, you don’t read negative comments when there is no issue.

Re: Cannot 'add to plan' any products!

Techytom29 — Fri, 22 Aug 2025 14:12:56 GMT

I doubt that very much, previously I've maxed out add to plan products and been paying a fortune. This would be 1 item now and I pay alot less than I did. If that was the case they should explain to the customer exactly the reason and why, otherwise it does this. I can take out a nice expensive two grand new phone on contract for 24 months so it can't be they aren't happy with the credit!

Re: Cannot 'add to plan' any products!

Matt_124 — Fri, 22 Aug 2025 15:21:38 GMT

Do you have any Flex Pay lines on your account? If so that can restrict the account spend due to the finance element and affordability reviews being involved.

Re: Cannot 'add to plan' any products!

Techytom29 — Fri, 22 Aug 2025 15:35:49 GMT

HI Matt, I DO have a flex pay line.

Again thought I've had so much credit before it's hard to believe. But then again, why can't they just say this instead of having no idea.

Re: Cannot 'add to plan' any products!

Schockwave — Fri, 22 Aug 2025 16:39:36 GMT

@Techytom29 , have you spoken to the guides and and done it that way? You may find they can do it for you.

Re: Cannot 'add to plan' any products!

Techytom29 — Fri, 22 Aug 2025 17:21:45 GMT

Yes, as mentioned they can't do it and have no idea why they can't.

Re: Cannot 'add to plan' any products!

Peter_W — Fri, 22 Aug 2025 17:40:45 GMT

Hey @Techytom29.

Welcome to the Community!

As a few of the other guys have said here, then this could be down to both an eligibility issue, or it could be with how your account is set up too.

If you've been reassured that everything looks good eligibility wise, then it'll most likely be down to how the account is set up.

Did they outright say that we couldn't process the sale for this at our end, too?

Peter

Re: Cannot 'add to plan' any products!

Techytom29 — Fri, 22 Aug 2025 18:07:53 GMT

Hi Peter

Thanks for this.

Account is very old and I've done this before many times. They have all just said "they can't add it to the basket" then they apologize and say they don't know how to do it. And that's it.

Re: Cannot 'add to plan' any products!

Rach_H — Sat, 23 Aug 2025 07:43:17 GMT

This does seem odd, andI'm sorry to hear that this is happening @Techytom29.

Did any of the guides mention raising this as a fault, so we could get this looked into and fixed, or advise on the next steps?

I'd recommend getting back in touch and asking for this to be done, if it hasn't been already.

Rach

Re: Cannot 'add to plan' any products!

Techytom29 — Sat, 23 Aug 2025 08:51:05 GMT

UPDATE

Finally ordered. I called again. For the 7th time. Spoke to a very helpful young lady who was aware of the problem yay! She had a colleague that knew a 'work around' she managed to place the order. Nothing to do with credit limits, or my account. An issue that seems to be known between few employees about the website.

Spoke to her about the comments on here and Reddit etc and said that that people had been reporting this for well over a year. She agreed and said it has been a problem for quite a while.

So my take from this although I'm thankful she got it ordered is that this is a known issue, it's not communicated very well between staff. No one knew how to sort this other than this girls colleague who I am thankful for.

But what a mess and totally awful for a major company like EE. This needs fixing, I find it hard to believe with all the reports on the forums that people higher or specifically from the digital team aren't aware of this issue.

Re: Cannot 'add to plan' any products!

Rach_H — Sat, 23 Aug 2025 12:33:49 GMT

I'm glad to hear that this has been sorted for you now @Techytom29 but I can understand your frustration that it has taken this long, and that this doesn't appear to be getting sorted.

I'll get this fed back to our team to see if there is anything more we are able to do.

Rach

Re: Cannot 'add to plan' any products!

IBakzz — Wed, 18 Feb 2026 20:28:59 GMT

I just went through hell with multiple ee guides teeing to get a sim free phone added that clearly has the option to add to mobile bill, but I was told again and again it can’t be done so I’ll try phoning in tomorrow, also had the with issue with Apple Watches, headphones whatever even tho I was told I have a limit of £30 a month still was having issues so Yhh I’ll try call in tomorrow!