topic Re: Can't log in to upgrade in EE app and website

Can't log in to upgrade

joeg2002uk — Tue, 28 Nov 2023 07:33:33 GMT

Whenever I try to log in to view deals on a new tablet, I'm getting a message that says '

We're working on it

We're just getting things ready behind the scenes. Please wait a minute then refresh the page.'

It's been like this for 2 days now

Re: Can't log in to upgrade

Katie_B — Tue, 28 Nov 2023 09:09:55 GMT

Hi @joeg2002uk.

Welcome to the community.

Are you able to try another device?

Katie

Re: Can't log in to upgrade

joeg2002uk — Tue, 28 Nov 2023 09:18:20 GMT

Hey Katie

Thanks for your reply.

Yeah I just tried it on a desktop and it's the same.

So when I look at deals, there's a page that says existing customers get better deals, Login here.

Then when I login, that's when the error throws

Re: Can't log in to upgrade

Katie_B — Tue, 28 Nov 2023 09:30:27 GMT

Thanks for trying @joeg2002uk.

Are you able to log in HERE OK?

Katie

Re: Can't log in to upgrade

joeg2002uk — Tue, 28 Nov 2023 09:33:43 GMT

Unfortunately it's giving the same error.

The top right of the page indicates that I am logged in successfully as I'm able to then access my personal info, but I am unable to proceed with the purchase of a new tablet as it keeps circling back to the login page, then after entering login details the error message appears.

Re: Can't log in to upgrade

Katie_B — Tue, 28 Nov 2023 09:54:07 GMT

Thanks for getting back to me so quickly @joeg2002uk.

I'd recommend giving us a call so our customer care team can look into this further.

The team may just need to refresh your account.

Please be sure to keep us updated.

Katie

Re: Can't log in to upgrade

joeg2002uk — Tue, 28 Nov 2023 10:03:31 GMT

Thanks Katie

Unfortunately i'm at work so was hoping to sort online; not to worry I'll get a tablet elsewhere.

Thanks for all your time this morning

Joe