topic Re: Online upgrade area of website isn't working in EE app and website

Online upgrade area of website isn't working

PaulFjelrad — Mon, 15 Jan 2024 08:26:44 GMT

Come on EE, sort yourself out. MyEE is telling me I'm ok to upgrade my phone, I go to the website and it says "Hey PAUL, you can upgrade now or add another plan to your account on 07.......", I pick the phone and plan I want, press "Add to Basket" and it just takes me back to the beginning of the process again.

...and no, I'm not interested in calling 150. If I wanted to speak to an operator I wouldn't have been looking to do this online in the first place. Let me know when it's fixed EE. An important part of the service you offer is a working app and website. If that's not working then the service isn't as it should be and I'll move my contract to another provider who does provide the service properly.

Re: Online upgrade area of website isn't working

PaulFjelrad — Mon, 15 Jan 2024 08:29:09 GMT

No it isn't an individual account issue. The upgrade section of the website isn't working. It says "Hey PAUL, you can upgrade now or add another plan to your account on 07xxxxxxx" and then you select the phone and plan you want and press "Add to Basket" and it just takes you back to the beginning of the process again. And calling 150 isn't the same. If we wanted to spend ages on the phone with an operator then we'd have done that in the first place. Fix it EE and acknowledge your service failing properly and stop trying to blame it on your customers.

Re: Online upgrade area of website isn't working

PaulFjelrad — Mon, 15 Jan 2024 08:36:34 GMT

I can now add to this that when I select an iPhone 13 mini and a £0 upfront option then it doesn't work, but otherwise it does. I think your software testing needs sorting.

And no I have no interest in spending ages raising bug reports for you. You should be doing that yourself.

Re: Online upgrade area of website isn't working

chistery — Mon, 15 Jan 2024 08:56:59 GMT

I just successfully tried to upgrade and added a Pixel to the basket and it took me to the basket page ok, so it's not a problem for everyone.

Re: Online upgrade area of website isn't working

PaulFjelrad — Mon, 15 Jan 2024 11:26:50 GMT

It will sometimes work for particular combinations of phone and plan, but won't work with others. It's a software and/or data issue on their side. I can get it to work with phones and plans I don't want, but it won't work (as above) on the phone and plan combination I do want. I'm giving them a few days to fix this or I'll look into taking my phone contract elsewhere.

Re: Online upgrade area of website isn't working

Katie_B — Mon, 15 Jan 2024 13:31:46 GMT

Good afternoon @PaulFjelrad.

Thanks for coming here.

I am sorry to hear this is happening whilst you are trying to process your upgrade and I understand you do not wish to call.

However, the best team to speak with would be our technical care team who will be ready to help get this sorted. The team also have the ability to raise tickets for this to be investigated further.

Katie

Re: Online upgrade area of website isn't working

Lloydy6 — Wed, 07 Aug 2024 19:47:21 GMT

Ill add to the matter!

I either click upgrade and the page half loads, and when i refresh it sends me back to the home page???

I'm logged in and it says login to upgrade and when I click it. It refreshes the page?

Wanted an upgrade but thinking of a different provider now, embarrassing EE !!!!!!!

Re: Online upgrade area of website isn't working

Katie_B — Thu, 08 Aug 2024 07:23:46 GMT

Hello @Lloydy6.

Welcome to the community.

Please could I confirm your EE account has been linked to your online account?

Can you access bills etc OK?

Speak soon,

Katie

Re: Online upgrade area of website isn't working

ACM8719 — Fri, 09 Aug 2024 09:55:42 GMT

I also need help on this matter i am having the same issue as katie anb yes my accounts are linked as i can access my bills

Re: Online upgrade area of website isn't working

Linzi_H — Fri, 09 Aug 2024 10:27:48 GMT

Hi @ACM8719

Thanks for coming to the community.

I'm disappointed to hear you're having some trouble trying to upgrade through your account.

Are you seeing the same thing happening within the EE app and your main online account?

Have you tried doing this on a different device?

Linzi

Re: Online upgrade area of website isn't working

johndavies1 — Sun, 11 Aug 2024 17:48:45 GMT

I an also having problems as I have two accounts with ee, one for myself and one for my wife's phone but since my wife had to upgrade her phone this year, the website will not let me upgrade my phone until the contract on my wife's phone ends in 2026!!.

I also have a query on the monthly charge on my phone, which is much higher now than what the original contract was agreed on.

HELP!!

Re: Online upgrade area of website isn't working

Leanne_T — Wed, 14 Aug 2024 11:09:42 GMT

Hi there @johndavies1

Thanks for coming to the community

Do you have your number selected in your EE account when trying to upgrade?

Does your bill show any extra charges that explains the extra charges?

Leanne 🙂

Re: Online upgrade area of website isn't working

johndavies1 — Wed, 14 Aug 2024 19:42:37 GMT

Yes, I did have my number selected when trying to upgrade, but it still says I have to wait as mentioned before if I wanted a new phone,

The bill does not show any extra charges.

I have now however got through to the upgrades team (after waiting for 20 minutes for a reply) and have managed to upgrade my phone for a new one without having to pay any extra monthly. He did not have any explanation about why the extra charge was being made.

John

Re: Online upgrade area of website isn't working

Padross27 — Mon, 23 Sep 2024 10:17:54 GMT

I have had the same problem, tried on different devices and servers and end up going round in circles, telling me I can upgrade, I click on the phone I want to upgrade then I’m taken back to the I’m due an upgrade page. I spent the last two days chatting to assistants on 150 and through the text service. On both occasions the assistants were more interested in selling me a more expensive contracts and seemed more interested in selling me broadband. On the second occasion when I agreed upon a price I was told it was no longer available and tried upselling me to a more expensive contract. This is ridiculous customer service. I have worked in retail for 20 years and would never treat customers like this.

Re: Online upgrade area of website isn't working

Linzi_H — Mon, 23 Sep 2024 14:04:20 GMT

Hi @Padross27

I'm so sorry we've left you feeling like this, as it's the last thing we'd ever want!

Our team should have logged the issues you're facing with your online account, so we can work on getting a fix in place as soon as possible.

When speaking with our Guides over on 150, they should be making sure any offers discussed suit what you're looking for. I'm very disappointed to hear that we haven't found anything suitable quite yet.

Deals and promotions can change quickly, and I know at times it's not nice when things change.

I would advise you to contact us again directly or pop into your local store with photo ID. From there, we can then discuss everything and log any concerns you have.

Linzi

Re: Online upgrade area of website isn't working

Padross27 — Mon, 23 Sep 2024 20:19:27 GMT

Why oh why OH WHY can I not upgrade my phone online when it tells me I can upgrade. I end up going round and round in circles telling me to upgrade, I click, pick my phone and then back to the what do you want to do page,,,,, and repeat and repeat. Pleas don’t recommend I call 150 or use the text chat. I tried that and if I wasn’t getting offered ridiculous priced contracts the person I was talking to was more interested in taking broadband. Seems that’s the only way to get a respectably priced contract. I’m so disappointed on the service I’ve received over the last 24 hours. All I want to do is upgrade my phone online. Please EE fix the website to allow me to upgrade my phone.

Re: Online upgrade area of website isn't working

Linzi_H — Tue, 24 Sep 2024 11:29:45 GMT

Hi @Padross27

As I've advised earlier, you'll need to get in touch or visit us in store with photo ID so we can help further.

I do appreciate the frustration this will be causing, and we'd love to make sure you get your upgrade sorted!

Linzi

Re: Online upgrade area of website isn't working

Vixtastr43 — Tue, 24 Sep 2024 20:46:48 GMT

I am also having this problem. I follow all links to upgrade (I'm logged in to an account linked to my phone number). I get to a page with 3 options: upgrade, add a product and manage account. The latter 2 work. The upgrade button does not.

Re: Online upgrade area of website isn't working

Padross27 — Wed, 25 Sep 2024 07:33:17 GMT

Can I ask why so many people are having the same problem? Surely there is a fault with the site. Having already called 150 and received terrible service I do not want to call again and because of my personal circumstances going into a store isn’t an option I have very often. Rather than telling people who raise this issue to call 150 or go into the store surely the solution is resolving the online issue? receive bog standard replies regarding the online issues only frustrates your loyal customers even more.

Re: Online upgrade area of website isn't working

Padross27 — Wed, 25 Sep 2024 07:35:53 GMT

It’s an absolute joke.