topic Re: Can't add multi line in EE app and website

Can't add multi line

Greebs — Mon, 06 Nov 2023 20:08:39 GMT

Hi,

I'm trying to buy an offer i've seen in conjunction with BT for the Flip5 at £38 p/m but when I click through to add it to my existing EE account it just brings me back to the upgrade menu and shows 1 item in the basket. I then click the basket and it just reloads the page on to the upgrades page. I spoke to 150 but they cannot help with the issue and have told me to speak to live chat which never seems to be online. Is there anyone here who has had the same issue and knows how to fix it?

Re: Can't add multi line

Chris_B — Mon, 06 Nov 2023 21:52:08 GMT

@Greebs Customer services are the same people on live chat. Not sure why you got to live chat.

Re: Can't add multi line

Leanne_T — Tue, 07 Nov 2023 08:18:38 GMT

Morning @Greebs

Thanks for coming to the community.

Are you trying to upgrade an existing EE number or place a new contract with a new number?

Do you have a BT account as well as an EE mobile account?

Leanne.

Re: Can't add multi line

Greebs — Tue, 07 Nov 2023 08:47:17 GMT

Hi @Leanne_T

I'm trying to add a new line to my existing account and yes, I'm an existing BT customer.

Thanks

Re: Can't add multi line

Leanne_T — Tue, 07 Nov 2023 09:02:42 GMT

Thanks @Greebs

Do you get an option to add an additional EE contract if you log into your BT account?

Did you get a text or email about the offer?

Leanne.

Re: Can't add multi line

Greebs — Tue, 07 Nov 2023 09:40:22 GMT

Everything I do just leads back to the upgrade page. I seen the offer on BT website, I click through and it takes me to EE. I click on the deal and it asks me if I'm already a BT customer so I click yes and it takes me to the phone page. I then go through the phone options, memory size, sim plan etc and I add to basket and it just takes me back to the EE upgrade page. I then click basket as it shows 1 item but it just refreshes the page.

I haven't seen anything on my BT account to add an additional EE line but then my accounts aren't linked so it wouldn't know I already have a line.

Thanks

Re: Can't add multi line

Leanne_T — Tue, 07 Nov 2023 09:45:30 GMT

Thanks @Greebs

Have you contacted BT to see if they can help you get the contract set up?

Or, have you tried the chat with us option on the Exclusive EE Mobile deals for BT Broadband customers shop page?

Leanne 🙂

Re: Can't add multi line

Greebs — Tue, 07 Nov 2023 09:51:32 GMT

Sorry, I didn't know contacting BT was an option.

I have tried live chat but it constantly says its not available. I shall try again shortly.

Thanks

Re: Can't add multi line

Leanne_T — Tue, 07 Nov 2023 09:57:08 GMT

The chat is showing for me on the Shop page, please keep trying and let me know how you get on @Greebs

Leanne.