topic Re: Sorry, couldn't find that page in EE app and website

Sorry, couldn't find that page

Bart12341 — Sat, 18 Feb 2023 14:24:32 GMT

Hi,

I'd like to express my disappointment in regards to MyEE app and website functionality.

I am due to make an upgrade, and as usual I want to check what EE has to offer and compare it with other offers available on the internet. I wanted to see what upgrade offers does EE have for me, however, no matter how I try to see the offers, I end up seeing 'sorry, couldn't find that page'. Guessing EE does not want me as a customer, aye?

I tried different devices, laptop, mobile phone, mobile app, different web browsers, cleared cache etc - anything I could find related to this issue doesn't work. I'm deeply disappointed. Guess will go elsewhere.

Re: Sorry, couldn't find that page

Jon_K — Sun, 19 Feb 2023 08:44:41 GMT

Hi @Bart12341

I'm really sorry to hear this.

I'd recommend getting in touch with our Customer Care team so they can check your account to make sure there aren't any issues.

They will also be able to let you know what upgrade options you have.

Jon

Re: Sorry, couldn't find that page

Bart12341 — Sun, 19 Feb 2023 08:56:00 GMT

Hi John,

I have spoken via webchat with to one of your colleagues, who told me that my upgrade options are actually the same prices as for new customers, so I can somehow see them. Which, in itself is a disappointment.

Re: Sorry, couldn't find that page

PaulLead — Tue, 21 Feb 2023 19:29:01 GMT

I’m having exactly the same issues - it is extremely frustrating as I am trying to upgrade mine and my wife’s iPhones - it’s as if EE don’t want my business - and I’ve been a loyal customer for over 30 years, and that is under serious risk after the last few days!!

Re: Sorry, couldn't find that page

Leanne_T — Wed, 22 Feb 2023 07:50:31 GMT

Hi @PaulLead

Thanks for coming here.

Have you tried another browser?

Are you accessing your upgrade options in your My EE account?

Leanne.

Re: Sorry, couldn't find that page

PaulLead — Wed, 22 Feb 2023 08:05:58 GMT

Yes and yes. Cannot access through the app, on a laptop or my iPad.

following link in account to upgrade.

Re: Sorry, couldn't find that page

Leanne_T — Wed, 22 Feb 2023 08:07:48 GMT

Thanks @PaulLead

In this case, please give us a call on 150 and our mobile care team can get your My EE looked into so you can access your upgrade options online, they can also go through everything on the phone with you.

Leanne.

Re: Sorry, couldn't find that page

PaulLead — Wed, 22 Feb 2023 08:12:15 GMT

Sorry.

Spoke to them yesterday (and went into a store for help) and they weren’t particularly helpful. Both your store colleagues and call centre colleagues both effectively ‘shrugged there shoulders’ and said that’s the system for you….

not sure anything else can be done.

Re: Sorry, couldn't find that page

Leanne_T — Wed, 22 Feb 2023 08:14:22 GMT

I am very sorry to hear this @PaulLead

I have sent you a private message on here for some extra details.

Leanne.

Re: Sorry, couldn't find that page

Bart12341 — Wed, 22 Feb 2023 08:22:01 GMT

I thinks there's a bigger problem here, as we're not the only ones having this issue. There's a lot of people around internet asking about this problem. For me actually it never worked but I didn't bother about until now as I need to upgrade. If I was you, I'd fix this problem. In my case it will most likely end going elsewhere.

Re: Sorry, couldn't find that page

Leanne_T — Wed, 22 Feb 2023 08:24:08 GMT

Hi @Bart12341

This may require a support ticket to be raised for your My EE account, please give us a call on 150 and the team will get this looked into further for you.

Leanne.

Re: Sorry, couldn't find that page

Peter35row — Tue, 18 Jul 2023 08:39:48 GMT

Hi Bart

Absolutely nothing has changed, I'm having the same problem months later, I guess EE just don't want our business. We've been with them since we've had a mobile, 20 odd years. If we're not entitled to an upgrade why say we are on our home page. If they're having problems just communicate with us.

Guess we'll be following you

Re: Sorry, couldn't find that page

Leanne_T — Tue, 18 Jul 2023 08:57:43 GMT

Hi @Peter35row

Thanks for coming here.

Can you text UP to 150 from the device, does this show you are eligible to upgrade?

Have you tried clearing cookies and cache and opening a new web browser?

Leanne 🙂

Re: Sorry, couldn't find that page

Peter35row — Tue, 18 Jul 2023 18:57:20 GMT

Hi Leanne, thanks for getting back to me, to be honest all that sounded like hard work. I just needed a new phone, so I bought one. If EE wants people to be able to upgrade they may need to make it easier.

Peter 😵‍💫

Re: Sorry, couldn't find that page

Leanne_T — Wed, 19 Jul 2023 07:04:58 GMT

Thanks for coming back to me and providing this feedback @Peter35row

If you would like to get this looked into in more detail to get resolved, please try the steps provided.

Leanne 🙂