topic Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c in EE app and website

Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

lfooguest — Thu, 20 Apr 2023 13:48:34 GMT

Currently trying to upgrade my pay monthly contract but everytime I go onto the page to look at what is available i get the same error: "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do" and it goes in a cycle between two pages:

https://shop.ee.co.uk/ee-upgrades -- where i choose phones

https://shop.ee.co.uk/what-do-you-want-to-do-today -- where i choose to upgrade and it takes me back to the previous page.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

Christopher_G — Thu, 20 Apr 2023 16:15:02 GMT

Hi @lfooguest

Welcome to the community.

I'm sorry to hear that. Could you try on a different device or browser please?

Chris

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

lfooguest — Fri, 21 Apr 2023 11:36:22 GMT

HI Chris,

Sorry for not clarifying in my original post but i have tried it across 3 broswers (opera, firefox, chrome) and 2 devices (macbook and pc)

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

Katie_B — Fri, 21 Apr 2023 13:03:49 GMT

Thanks for getting back to us @lfooguest.

With only seeing the one report on this at the moment I would recommend giving us a call so our customer care team can take a look at your account.

The team will be able to provide a refresh for you which may resolve this issue.

Please be sure to keep us updated.

Katie 🙂

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

eeuser112233 — Wed, 24 May 2023 21:54:55 GMT

@Katie_B This is absolutely not the only report/post of this issue. The site has shat the bed for multiple people over the upgrading issue. Please report this to some sort of tech team. It's been going on for over a year/years evidently.

My comment on another post regarding the issue: https://community.ee.co.uk/t5/My-EE-app-and-website/Online-upgrade-not-working/m-p/1255626/highlight/true#M41497

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

James_B — Thu, 25 May 2023 06:42:54 GMT

Hi @eeuser112233,

As this issue is only affecting a very small number of users, it needs to be reported on an individual basis to our Technical Support Team. They'll raise a ticket with our support teams, who'll resolve the individual account issue as well as looking for trends with accounts that have experienced similar symptoms.

James

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

eeuser112233 — Thu, 25 May 2023 08:00:47 GMT

Solution:

I spoke to someone from the upgrade tech team. Changing my password seems to have sorted this.

Hopefully this helps anyone else having this issue.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

James_B — Thu, 25 May 2023 08:41:12 GMT

Thanks for the update @eeuser112233

I'm glad you got it sorted. 🙂

James

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

andrewcgood1 — Tue, 31 Dec 2024 09:53:28 GMT

Unfortunately this did not work for me.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

Leanne_T — Tue, 31 Dec 2024 11:54:35 GMT

Hi there @andrewcgood1

Thanks for coming to the community.

Have you tried a different web browser and also tried changing the password?

If you still get the error after trying this, please call us on 150 and our tech guides will get this looked into for you.

Thanks 🙂

Leanne.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

Olli88 — Mon, 27 Jan 2025 17:47:37 GMT

This is also happening to me.

Ever since I have been with EE their website has been useless.

Can't update direct Debt, Can pay bills, Can't upgrade, Can't add things to basket... This issue also causes more issues as I don't want to have to call EE each time i want to do anything.

It's 2025, I do not see a reason why a company like EE is struggling to maintain a very basic website.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

Katie_B — Mon, 27 Jan 2025 18:00:20 GMT

Hi @Olli88.

I understand your frustration and the importance of being able to access your account online.

Do you experience this with both the EE app and your My EE online?

Have you reported this to our technical care team?

Katie

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

Porkchoc — Fri, 31 Jan 2025 23:21:08 GMT

I am also getting this issue, it's saying they're unable to log me in (even though my account IS logged in), "see upgrade options" is greyed out and isn't a clickable link, and I was only contacted on 29/1 to say my contact ends in on the 2/2, not leaving me much time to upgrade even if the systems were working properly

I've tried different browsers, devices, the app and changing my password and nothing has worked

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

Michael_D — Sat, 01 Feb 2025 09:57:26 GMT

Hi @Porkchoc

Thanks for coming to the community.

If it is the same on different browsers and devices, I'd recommend speaking to our tech guides so they can have a look into this further. If they aren't able to get it working, they can raise a fault ticket for further investigation.

They'll also be able to pass you on to our upgrades team so they can discuss your upgrade options with you.

Michael

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

enrico94 — Sat, 15 Feb 2025 20:39:41 GMT

Still happening in Feb 2025 - I keep getting the "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do." error message, despite the fact that I am logged in to My EE already(!) and - like Porkchoc - "shop for an upgrade" is greyed out.

Changed password, tried it on different browsers, different devices... [sigh] nothing works.

Oh well, no upgrade I guess 😞

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

Christopher_G — Sun, 16 Feb 2025 10:11:46 GMT

Hi @enrico94

Welcome to the community.

It could be worth speaking with our Customer Support team so that they can check your account to see if there is anything unusual blocking the upgrade online.

If you're interested, they'd be able to go through your upgrade options over the phone too.

Chris

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

Samamf84 — Mon, 17 Feb 2025 09:15:59 GMT

I’m having the same problem and when you ring up they say my account is running as it should! Useless!

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

alan2020 — Tue, 29 Jul 2025 19:15:01 GMT

EE are honestly getting dreadful these days.
Everything is convoluted and difficult. They remove features from contracts.
And they're by far the most expensive.

How on earth they get the "UK's best network" award every year is beyond me.