topic Re: Website is broken and doesn't direct me to upgrade page in EE app and website

Website is broken and doesn't direct me to upgrade page

eveyaa — Thu, 20 Jun 2024 08:02:52 GMT

Firstly I login. Then everytime I click an upgrade button on various pages on the app or website with different browsers, it takes me from that page such as ee.co.uk/shop/mobile/upgrade to ee.co.uk/what-do-you-want-to-do-today which is just a blank page.

I just want to see my options and I don't want to call 150.

Re: Website is broken and doesn't direct me to upgrade page

Christopher_G — Thu, 20 Jun 2024 10:49:48 GMT

Hi @eveyaa

Welcome to the community.

I've tested the page with my personal account, and it sems to be working as it should. It sounds like this could be related to your account, since it keeps happening on more than one device/browser.

You may need to call our team on 150 so that they can look into why this is happening or pop into your nearest EE Store, if you prefer.

Chris

Re: Website is broken and doesn't direct me to upgrade page

Draglener — Thu, 20 Jun 2024 20:18:20 GMT

This is also happening to me now as well suddenly.

Re: Website is broken and doesn't direct me to upgrade page

twigishere — Thu, 20 Jun 2024 21:55:55 GMT

This is also happening to me and has been for the last few weeks.

Re: Website is broken and doesn't direct me to upgrade page

Katie_B — Fri, 21 Jun 2024 06:22:17 GMT

Good morning @Draglener and @twigishere.

Please follow the advice provided by @Christopher_G and give us a call.

Our technical care team will be able to look into this further.

Katie

Re: Website is broken and doesn't direct me to upgrade page

mrwhitepaisley — Fri, 21 Jun 2024 11:21:35 GMT

this is not a new issue. I log in on the app but can't upgrade via the link. Then log into the website and it cycles back to 'What are you looking for? (ee.co.uk)' and the page has the header and footer but no further information.

Incredibly frustrating that simple functionality across the app and site is missing.

I don't have time, I'm afraid, to stay on a call for 30 minutes waiting to get put through to the right call handler.

Is it really too much to ask that basic communications work?

Re: Website is broken and doesn't direct me to upgrade page

alistairbarnes0 — Mon, 24 Jun 2024 21:24:13 GMT

I'm also suffering with this issue, I did call 150 and they said they could see nothing wrong with my account so made a ticket for the backend team to have a look at it. Supposed to have had a call back today but nothing so far...

I would just upgrade over the phone but they're unable to apply any student discount code which must be done online

Re: Website is broken and doesn't direct me to upgrade page

tkennimouth — Mon, 24 Jun 2024 21:36:11 GMT

It really is unacceptable

Re: Website is broken and doesn't direct me to upgrade page

tkennimouth — Mon, 24 Jun 2024 21:42:54 GMT

@katie B Why are EE staff not working via the website, why are you directing all customers to call and not email?

Re: Website is broken and doesn't direct me to upgrade page

tkennimouth — Mon, 24 Jun 2024 21:45:27 GMT

@Christopher G, are you saying all these texts from all these customers are the fault of their accounts, if that is what you are saying then, hello there must be something wrong with all these EE accounts, maybe the common thread is EE

Re: Website is broken and doesn't direct me to upgrade page

Katie_B — Tue, 25 Jun 2024 06:13:24 GMT

Hi @tkennimouth.

Our technical care team on 150 have account access and can look into this further.

We have no account access here on the EE Community.

Katie

Re: Website is broken and doesn't direct me to upgrade page

Ello — Tue, 02 Jul 2024 09:56:54 GMT

I've had this exact same issue for a few days. I've followed your advice and called 150, the advisor on the phone said he could not help, there is nothing wrong with my account and that the EE experts in the community are wrong to say call 150 because they can not help. All the advisor wanted to do was pass me on to the sales team.

What do I do!

Re: Website is broken and doesn't direct me to upgrade page

James_B — Tue, 02 Jul 2024 14:08:46 GMT

Was it Technical Support you spoke to, @Ello?

Did the team try unlinking your online account so you can re-register?

James

Re: Website is broken and doesn't direct me to upgrade page

Ello — Wed, 03 Jul 2024 07:00:06 GMT

No idea which team i spoke to, I just picked what i thought to be the best options.

No, there was no solution offered other then sending me to the sales team.

Re: Website is broken and doesn't direct me to upgrade page

James_B — Wed, 03 Jul 2024 09:16:47 GMT

Hi @Ello,

I'd recommend following the Technical Support options to get through to the right people to help with your online account issue.

In the meantime, the upgrades team would be able to help you upgrade.

James

Re: Website is broken and doesn't direct me to upgrade page

Jokingprince — Wed, 03 Jul 2024 10:33:40 GMT

I'm having the same problem, I'm an EE customer and have been for over ten years, I also qualify for EE Perks via my employment. I've followed the advice on this thread and phoned 150 and opted for the visual option but after completing the personal details stuff NOTHING! All I want to be able to do is upgrade online and use my EE Perks codes which according to the website can only be used online! What is going on? Is it time to switch network supplier?

Re: Website is broken and doesn't direct me to upgrade page

James_B — Wed, 03 Jul 2024 10:52:35 GMT

Hi @Jokingprince,

Welcome to the EE Community. 🙂

In the event of you not being able to upgrade online, your Perk discount code can be added by our Customer Care Team after you've upgraded.

If you're having problems with the visual service, please select option two when calling 150.

Thanks

James

Re: Website is broken and doesn't direct me to upgrade page

Dblearon87 — Wed, 03 Jul 2024 16:17:46 GMT

Having the same issue as well this is clearly an ee issue

Re: Website is broken and doesn't direct me to upgrade page

alistairbarnes0 — Wed, 03 Jul 2024 17:39:14 GMT

Hi James,

Would this also apply to student discounts?

Clearly a bigger issue if this many people are affected, if it is an issue with the accounts thr website should really give some feedback as to what's happened, rather than just a blank screen which drives you mad

Re: Website is broken and doesn't direct me to upgrade page

tkennimouth — Wed, 03 Jul 2024 18:47:12 GMT

I agree, no response from them at all

Regards
Teresa