topic Re: Technical Error on Website and App in EE app and website

Technical Error on Website and App

devifenn — Sat, 09 Dec 2023 18:26:45 GMT

I get the following error message when trying to access certain areas of the website such as 'Shop':

Sorry, looks like a technical error
Please call us on <a href="tel:08009566000">0800 956 6000</a> and we’ll try to get things sorted.

It only occurs when I'm logged into my account but prevents me upgrading/adding new products. I've called ther number but there's no option for technical issues like this, no department I spoke to has been able to help.

Has anyone else experienced this or know how to get it resolved?

Re: Technical Error on Website and App

James_B — Sun, 10 Dec 2023 10:16:16 GMT

Hi @devifenn,

Welcome to the EE Community. 🙂

Did you speak to technical support? The team should be able to raise a ticket for this issue.

James

Re: Technical Error on Website and App

ADZ2991 — Sun, 10 Dec 2023 10:56:44 GMT

Same for me. Everytime I try to see anything related to actually buying something and spending money with EE, (shop, broadband deals etc) I get this error.

Been like it for months. I'm shocked EE hasn't done anything about it.

Re: Technical Error on Website and App

devifenn — Sun, 10 Dec 2023 16:36:44 GMT

Thanks James, I would if I knew how to contact them.

The phone number provided doesn't give an option for Technical Support relating to Website/App. I attempted several of the call options but with no luck. I was able to get through someone to discuss upgrades who was lovely but they weren't able to fix the tech issue.

Currently only a broadband customer but the experience does make me hesitate on whether to switch my mobile network across to EE if it's so complicated to get in touch with customer service for the relevant issues.

Re: Technical Error on Website and App

Christopher_G — Mon, 11 Dec 2023 08:07:29 GMT

Hi @devifenn

If you follow the options for mobile/broadband technical support, they should be able to look into it for you.

Chris

Re: Technical Error on Website and App

Vertikoli — Sat, 13 Jan 2024 22:38:27 GMT

Did anyone ever get a resolution to this? I'm having the same problems. I've called a few times over the last couple of months, which has resulted in at least two tickets being raised and so far I've had no response at all from EE, despite being told someone would email and / or call me.

Re: Technical Error on Website and App

Christopher_G — Sun, 14 Jan 2024 09:09:50 GMT

Hi @Vertikoli

I'm sorry to hear that you're still having these problems. I recommend speaking to our technical support team to see if there's an update on your ticket.

Chris

Re: Technical Error on Website and App

devifenn — Mon, 15 Jan 2024 10:21:55 GMT

Honestly I just gave up. No one was ever able to help despite speaking to multiple departments.

Ridiculous that I had to join an EE community group to attempt to resolve an issue in the first place

Re: Technical Error on Website and App

Leanne_T — Mon, 15 Jan 2024 12:30:27 GMT

Hi @devifenn

I am very sorry to hear this.

To get this looked into and a support ticket raised for your EE account showing this error message please call us again on 150 and select technical support. Our tech guides will run through some troubleshooting and let you know what is needed to get this sorted.

Leanne.

Re: Technical Error on Website and App

devifenn — Mon, 15 Jan 2024 16:08:00 GMT

I attempted this multiple times, got nowhere and spent far too long on hold. I really don't want to go through all that again, I'll just live with it.

This has only resurfaced as someone else commented on my post as having the same issue so have now started getting notification emails. It really feels like EE are trying to replace customer service with customers. Imagine it must be equally frustrating for your team too!

Re: Technical Error on Website and App

Leanne_T — Mon, 15 Jan 2024 16:54:12 GMT

Hi @devifenn

You can turn off notifications for this thread in your community profile, settings, then subscriptions and notifications.

If you get a chance to report your EE account in the future please try calling us again on 150.

Leanne 🙂

Re: Technical Error on Website and App

SteveWalnut — Sun, 21 Jan 2024 13:35:06 GMT

Why do individuals need to raise tickets when this is a known problem for many customers? It should be looked into by EE.

What a strange company.....

Re: Technical Error on Website and App

SteveWalnut — Sun, 21 Jan 2024 13:36:25 GMT

I just tried to upgrade my 4gee router on the app and got the same old technical error call us message 😂

Re: Technical Error on Website and App

Jaylamps123 — Sat, 10 Feb 2024 21:09:56 GMT

i am having the exact same problem and your link to technical support only gives links to your EE products ... not your website... technical support from 3 different choices were all unable to give any help and just tried to pass me to another department ... a great advert for EE that they cannot even sort a website issue

Re: Technical Error on Website and App

Jaylamps123 — Sat, 10 Feb 2024 21:11:25 GMT

same problem no resolution !

Re: Technical Error on Website and App

GosforthUK — Sun, 11 Feb 2024 00:54:51 GMT

I have the very same error showing up on a website, and suspect, that this has something to do with 2 orders (which are in fact same order, that brought me to EE from BT and which is completed, showing as "pending"...

On top of it, now I have 200-400 Mbps speed to HUB instead of the guaranteed 1300 Mbps (1.6 Gbps package) and getting responses, as it might be something to do with the very same "pending" orders... Even, they exist 2+ months, and up to yesterday, my speed was top notch, no problem at all (and it's clear, as latest FW update of EE super hub Plus (2023) SH31B broken something.

Why on BT forum, MODs was able to access my account, and solve even most complicated and unusual problems, but on EE forum, any such "Moderator"(s) or "Support Team" always repeat again and again "please call 150" instead real help @Leanne_T @Christopher_G ???

There is very serious need to learn how to deal with "Community" raised issues from Your colleagues at BT Customers Community Forum, which simply works...

Re: Technical Error on Website and App

GosforthUK — Sun, 11 Feb 2024 00:58:10 GMT

Exactly this @SteveWalnut

What's the point of hearing only "call 150 and raise a ticket" from @Leanne_T or @Christopher_G again and again?

On BT Consumer forum, their colleagues were able to take a look, access my account, and solve even very complicated issues, but here on EE Community Forum, nothing like that is possible. They should learn from their BT part, how to do it..

Re: Technical Error on Website and App

slapt0p — Wed, 28 Feb 2024 22:41:10 GMT

9 weeks on and I'm solidly getting this same embarrassing error when looking to buy products. Yep. The product selling function has no effective support. If that doesn't, what does?

I can't imagine why someone in BT/EE thinks dumping customers, context less, into an unconnected random menu landscape is anything but telling those customers that they aren't in the least valued.

Might as well just say, "oh go away".

Well guess what? I am going to do just that.

Two months of my contract left and I'm off to THREE.

At least they have support.

Re: Technical Error on Website and App

Katie_B — Thu, 29 Feb 2024 07:53:28 GMT

Hi @slapt0p.

Welcome back to the EE Community.

I am so sorry to hear this.

Are you aware if our technical care team raised a ticket for this?

Katie

Re: Technical Error on Website and App

sigarner — Wed, 06 Mar 2024 07:35:38 GMT

I’m also having the same problem, I keep getting encouraged to switch from BT to New EE but I can never get to view my personalised offers. I now remember why I left EE mobile, every time I tried to log in it just said “sorry, we can’t log you in but you can still look out our latest deals”. EE were happy enough to ring me yesterday to try and get me to come back as a new mobile customer, but could never fix or ever bother coming back to me whenever my account had an issue. O2 might be slower but has far better customer service! Think I’ll just stay with BT, least on those forums they can actually fix issues.