topic Re: Online / EE App Upgrade button does not work in EE app and website

Online / EE App Upgrade button does not work

ivc8375 — Thu, 28 Jul 2022 16:50:59 GMT

Hello,

I'm due for an upgrade and have been trying to do this online and through the app.

However, when I get to this page: https://shop.ee.co.uk/auth/my-shop and try to click on the 'Upgrade' option it does not work. I can click on 'Shop' and 'Manage account', but not on the middle option which does not respond to click.

This happens both through the MyEE phone app and the website.

Must be a bug - any thoughts?

Thanks

Ingrid

Re: Online / EE App Upgrade button does not work

Leanne_T — Fri, 29 Jul 2022 06:54:57 GMT

Morning @ivc8375

Thanks for coming to the community.

If this option is not working for you, please call us on 150 our mobile care team can get your My EE looked into and also help you with the upgrade.

Thanks 🙂

Leanne.

Re: Online / EE App Upgrade button does not work

Haz58 — Fri, 29 Jul 2022 09:37:07 GMT

Hi, I am having a similar issue with the website / app. I have tried both options.

I can get onto the upgrade but it won't let me access different phones... e.g. Samsung S22 - it just takes me back to the same page.

I am deaf so ideally do my upgrades online so I can look at my options before committing. Can you confirm if this is a bug and if so, when it is likely to be fixed?

Thanks

Haz

Re: Online / EE App Upgrade button does not work

Leanne_T — Fri, 29 Jul 2022 11:01:38 GMT

Hi @Haz58

Thanks for coming here.

Have you tried a different browser?

Speak soon.

Leanne.

Re: Online / EE App Upgrade button does not work

ivc8375 — Sat, 30 Jul 2022 15:44:11 GMT

Many thanks Leanne, will do this time round. I think it might still be good for EE to fix the online issue, as I agree with Haz that it is useful to have the possibility to lookup options online before choosing.

Re: Online / EE App Upgrade button does not work

James_B — Sun, 31 Jul 2022 07:24:26 GMT

Thanks for your feedback @ivc8375 🙂

James

Re: Online / EE App Upgrade button does not work

Lego_scientist — Fri, 06 Jan 2023 23:37:34 GMT

Why is this issue still not fixed? It’s a ploy to get people to phone you I’m sure. I just want to sort my contract out without having to phone, and wait to speak to someone.

Re: Online / EE App Upgrade button does not work

Leanne_T — Sat, 07 Jan 2023 08:21:14 GMT

Hi @Lego_scientist

Are you eligible to upgrade?

Have you tried another browser?

Leanne.

Re: Online / EE App Upgrade button does not work

Lego_scientist — Sat, 07 Jan 2023 12:25:42 GMT

Yes very much eligible for upgrade, this is within the app so it’s whatever browser the app chooses

Re: Online / EE App Upgrade button does not work

Leanne_T — Sat, 07 Jan 2023 12:28:23 GMT

Can you try logging into your My EE account online and see if the same happens? @Lego_scientist

Leanne.

Re: Online / EE App Upgrade button does not work

Traffic82 — Sat, 11 Feb 2023 23:53:55 GMT

Every time I try to upgrade it just comes up “sorry this page can not be displayed any suggestions?

iv tried different browsers in the app on different devices get the same thing not at all happy considering dumping the contract after years of being a customer. It’s not good enough.

Re: Online / EE App Upgrade button does not work

Traffic82 — Sun, 12 Feb 2023 00:20:39 GMT

Hi there Iv been trying to upgrade my phone online and it just keeps saying page can’t be displayed even when I go to the shop any ideas ?

Re: Online / EE App Upgrade button does not work

Leanne_T — Sun, 12 Feb 2023 07:45:43 GMT

Hi @Traffic82

Thanks for coming here.

If you are getting an error message this will need to be looked into, please call us on 150 and the team will be happy to help.

Leanne 🙂

Re: Online / EE App Upgrade button does not work

Alfiewoo58 — Sun, 16 Apr 2023 09:21:07 GMT

I'm having this same issue. Both on app and online, on different browsers and devices. Is it likely to be resolved? I don't want to wait on the phone endlessly, I want to view and choose deals I can see. I feel like going with another company altogether to be honest as it doesn't seem like EE are taking their customers feedback regarding this seriously.

Re: Online / EE App Upgrade button does not work

Katie_B — Sun, 16 Apr 2023 11:55:47 GMT

Hello @Alfiewoo58.

Thanks for coming here.

I am sorry to hear you are having issues when trying to look at our latest deals and offers.

Currently, I am unaware of any problems as such with the EE website and would recommend giving us a call so our customer care team can see if this is account related.

The team can try refreshing your account or escalating this further if needs be.

Alternatively, if you wish to speak with someone regarding the latest deals and offers our customer care team will be more than happy to help.

Katie

Re: Online / EE App Upgrade button does not work

Knickers67 — Wed, 31 May 2023 09:10:46 GMT

This appears to still be an issue. We can’t upgrade through the app or online (using different browsers). When you click to upgrade, then view phone it just loops back to the previous page. This has been happening for the last 2 weeks. We also have a PAYG and can’t pay bills or top up through the app because the looping issue happens here too.
i will phone when I have time to wait for someone to answer, but these issues have been happening for a while and still not fixed

Re: Online / EE App Upgrade button does not work

Yaz111 — Thu, 24 Aug 2023 01:17:19 GMT

Same issue still happening months later, but instead the message is “we are working on it”.

not helpful at all!!

Re: Online / EE App Upgrade button does not work

Leanne_T — Thu, 24 Aug 2023 06:42:53 GMT

Hi @Yaz111

Have you tried another web browser?

Can you view your My EE account when you log in or do you see this message straight away before selecting upgrade?

Leanne.

Re: Online / EE App Upgrade button does not work

Dan_Gaskell — Wed, 13 Sep 2023 23:37:09 GMT

Having same issue.,..

When im here [https://ee.co.uk/shop] on my EE login account [desktop browser] the upgrade option is dead, no link associated with the button. Please share the click through link here so we can bypass the issue

thanks

Dan

Re: Online / EE App Upgrade button does not work

Dan_Gaskell — Wed, 13 Sep 2023 23:52:25 GMT

Iv actually done some digging in the back end and the button is not actually linked up to any action at all. its not associated with a URL?

The upgrade button is written as a DIV class and the toher two buttons written as an A class - in lamans terms, one is a section of a page the other denotes possible action functions. The Upgrade button is meant to be dead

Please help with this issue.