topic Re: Try to Manage Plans and Subscriptions in EE app and website

Try to Manage Plans and Subscriptions

UkzVortex98 — Wed, 22 May 2024 15:52:09 GMT

try to Manage Plans and Subscriptions for broadband and mobile but can't but every time try to report to it nothing gets done and you cant see it loading

Re: Try to Manage Plans and Subscriptions

Christopher_G — Wed, 22 May 2024 16:51:21 GMT

Hi @UkzVortex98

Have you spoken to our Customer Care team so they can check your account and make sure everything is linked correctly?

Chris

Re: Try to Manage Plans and Subscriptions

UkzVortex98 — Wed, 22 May 2024 17:35:49 GMT

yes I have they say everything is linked correctly all they say is that don't know what's wrong with it or they say know the issue when you can clearly see it say plan then have mobile box and broadband bok

Re: Try to Manage Plans and Subscriptions

Christopher_G — Wed, 22 May 2024 17:46:46 GMT

I recommend getting back in touch so that they can look into this further, @UkzVortex98

Hopefully they can figure out what is causing the problem for you and put it right.
Chris

Re: Try to Manage Plans and Subscriptions

UkzVortex98 — Wed, 22 May 2024 18:16:27 GMT

I have and they say something over and over again that don't know what's wrong with it or they say know the issue when you can clearly see it say plan then have mobile box and broadband box

Re: Try to Manage Plans and Subscriptions

Leanne_T — Thu, 23 May 2024 06:23:43 GMT

Thanks for coming back to us @UkzVortex98

What did the team last advise when you called?

Has a support ticket been opened to get the account looked into by the support team?

Leanne.

Re: Try to Manage Plans and Subscriptions

UkzVortex98 — Thu, 23 May 2024 08:13:42 GMT

last time i spoke to them they say same something over and over again that don't know what's wrong with it or they say know the issue when you can clearly see it say plan then have mobile box and broadband box

Re: Try to Manage Plans and Subscriptions

Leanne_T — Thu, 23 May 2024 08:20:43 GMT

Thanks @UkzVortex98

I would suggest getting back in touch and the team can continue the troubleshooting with you to get this sorted.

Leanne.

Re: Try to Manage Plans and Subscriptions

UkzVortex98 — Thu, 23 May 2024 08:39:37 GMT

why can't you read I have gone back to them over 10+ and same thing over over again

Re: Try to Manage Plans and Subscriptions

Leanne_T — Thu, 23 May 2024 10:35:27 GMT

I understand and I am very sorry we have no access to the account notes to see what has been completed for you to get this sorted @UkzVortex98

If a support ticket has been raised, this will be sent to the relevant team to be looked into.

Leanne.

Re: Try to Manage Plans and Subscriptions

UkzVortex98 — Thu, 23 May 2024 11:57:04 GMT

Re: Try to Manage Plans and Subscriptions

Leanne_T — Thu, 23 May 2024 13:59:29 GMT

Hi @UkzVortex98

What happens when you try and view your plans and subscriptions?

Are you using the EE app or EE account online?

Leanne.

Re: Try to Manage Plans and Subscriptions

UkzVortex98 — Thu, 23 May 2024 14:32:03 GMT

both website and app you can see Mobile and Broadband box then they go say com back later I do have video of issue

Re: Try to Manage Plans and Subscriptions

Leanne_T — Thu, 23 May 2024 14:47:23 GMT

Thanks @UkzVortex98

Have you been able to view this information previously?

Have you recently joined EE?

Leanne 🙂

Re: Try to Manage Plans and Subscriptions

UkzVortex98 — Thu, 23 May 2024 15:35:41 GMT

No I could mobile side but no my account id are now in to one I have not

Re: Try to Manage Plans and Subscriptions

UkzVortex98 — Thu, 23 May 2024 15:36:09 GMT

I join back Dec 2023

Re: Try to Manage Plans and Subscriptions

Christopher_G — Thu, 23 May 2024 17:46:43 GMT

I realise you've said a few times that you keep being told the same thing over and over again, but this isn't something we can help with here. You need to discuss this with our customer care team so that they can log this against your account and escalate further, @UkzVortex98

Chris

Re: Try to Manage Plans and Subscriptions

UkzVortex98 — Thu, 23 May 2024 18:00:36 GMT

I have and they do nothing and don't want know about issue or they cant find issue

Re: Try to Manage Plans and Subscriptions

NoAccount — Fri, 24 May 2024 21:22:11 GMT

With apologies for jumping in, I think you can help by raising this issue with your managers, again and again, until it is sorted out. I have been through the same loop as IkzVortex98. I've spoken to first- and second-line support, had the problem acknowledged, had a ticket raised, then nothing happens and the ticket is closed. It is incredibly frustrating.

Unfortunately your position puts you in the firing line because you are accessible, and maybe you are frustrated about this problem too (I wouldn't expect you to say so publicly). Please push as hard as you can from your side. No-one is listening to us paying customers.

Re: Try to Manage Plans and Subscriptions

UkzVortex98 — Sat, 01 Jun 2024 13:09:34 GMT

I agree then ofcom come in fine the £2.8M