topic Re: Upgrade page not loading and cannot access the EE app. in EE app and website

Upgrade page not loading and cannot access the EE app.

Yungnmc — Thu, 18 Jul 2024 11:11:05 GMT

Any reason why when clicking on the option to upgrade my contract, I am directed to a page, which doesn't load at all. I have waited over a week to see if any website upgrades had been completed, I had also tried on multiple browsers. My browsers are set to clear cookie and cache upon closing so this is definitely not the issue.
https://ee.co.uk/what-do-you-want-to-do-today - this is the page that you are directed to.

and then when attempting to log into the app, I get the error that it is not possible to sign into my account and that's before I have entered any account login information.

Re: Upgrade page not loading and cannot access the EE app.

Christopher_G — Thu, 18 Jul 2024 15:12:26 GMT

Hi @Yungnmc

Welcome to the community

I recommend speaking with our Mobile Care team so they can check your account from our side. Hopefully they can help you get access soon.

Chris

Re: Upgrade page not loading and cannot access the EE app.

Yungnmc — Fri, 19 Jul 2024 12:58:15 GMT

okay what about the URL link provided? This is when attempting to click the link provided to upgrade, nothing to do with mobile.

Same if you manually type the URL: https://ee.co.uk/upgrade

You will be redirected to the previous URL I had included and yet again, this is a page that contains no contents except for the header and footer of the page, the body doesn't load anything at all?

I don't want to have to call up for something that can be done online, additionally you will continue to charge me my full contract amount even though it's due to finish and I cannot change this. This should be something that is easily accessible by all customers.

I'd appreciate if you could respond to the whole message this time, thanks.

Re: Upgrade page not loading and cannot access the EE app.

alistairbarnes0 — Fri, 19 Jul 2024 13:10:16 GMT

This has been a really annoying problem that's been around a few months now, there's another popular thread on here about titled "Website is broken and doesn't direct me to upgrade page". EE have been calling me up periodically asking me to check again to see if it's fixed and that they recognise a group of people are affected. I'm not sure why this isn't a higher priority as it effectively stops us buying anything through EE shop whether its upgrading or adding a device while logged in

Re: Upgrade page not loading and cannot access the EE app.

Yungnmc — Fri, 19 Jul 2024 13:38:24 GMT

Glad it's not just me then. It seems strange that a company of EE's stature hasn't done more to resolve this then if it's a well known recurring issue. It's a major bug and reflects poorly on them as a company.

Re: Upgrade page not loading and cannot access the EE app.

wedgberto — Sun, 21 Jul 2024 08:20:37 GMT

What are the exact words to use to explain this over the phone? What do they need to check on our accounts? What do they need to do to fix it?

Re: Upgrade page not loading and cannot access the EE app.

James_B — Sun, 21 Jul 2024 08:43:37 GMT

Hi @wedgberto,

You'll just need to let the team know which features of your online account you're having issues with.

Thanks 🙂

James

Re: Upgrade page not loading and cannot access the EE app.

zxcasd — Tue, 23 Jul 2024 01:17:58 GMT

I'm considering leaving EE altogether just because of this. This is 2024, I don't want to call someone to do some basic operations on my account. Fix your website EE!

Re: Upgrade page not loading and cannot access the EE app.

Yungnmc — Tue, 23 Jul 2024 09:41:35 GMT

James, I'm sorry but your reply is far from helpful, someone else has already confirmed this is impacting them for months now. I don't think it's an account issue rather than a website issue, but you won't speak on this.

Additionally, I had requested for someone to reply to my last message/reply about the website and you have ignored me, thank you so much for your lack of care.

@James_B sorry I'll tag you now to make sure you definitely it see it even though you had replied to a message that was posted after mine.

Re: Upgrade page not loading and cannot access the EE app.

Yungnmc — Tue, 23 Jul 2024 09:40:36 GMT

Same, if you want to be ignored and not have full access to your account by then all means stay.

Re: Upgrade page not loading and cannot access the EE app.

Katie_B — Tue, 23 Jul 2024 12:15:07 GMT

Hi @Yungnmc.

We have no account access here on the EE Community.

Please follow he advice provided by @James_B and report this with our technical care team.

The team can then raise a ticket on your account or flag this to a different department.

Katie

Re: Upgrade page not loading and cannot access the EE app.

Kjmoskal — Mon, 07 Oct 2024 18:16:00 GMT

I got exactly same issue and don't want to upgrade on the phone as I wish to browse phone and plans, need to see it. my plan ending in 2 months. upgrade page comes with "what you want to do'. had this issue for months!

Re: Upgrade page not loading and cannot access the EE app.

Rach_H — Tue, 08 Oct 2024 10:25:13 GMT

Hi @Kjmoskal,

Thanks for reaching out to us here on the Community!

We want to make sure you know exactly what it is you're getting when it comes to your upgrade, so I can understand your frustration at this issue. Are you able to compare handsets online, and choose the one that would best for you, and then give our team a call, so we can see what plans are available?

Rach

Re: Upgrade page not loading and cannot access the EE app.

Kjmoskal — Wed, 09 Oct 2024 13:36:46 GMT

Hi,

I already had a call. I can come to Ee store but one is 8miles away from where I am. I would like to browse my options and actually see what I can get, then do it over a phone or in a store and I am unable. It's been months. Someone on the phone said they will look into it, but they mostly asked me about upgrading and I said I am slowly looking into it since my contract ends in less than two months. I can't access upgrade page. Can someone fix This issue please? thank you 🙂

Re: Upgrade page not loading and cannot access the EE app.

Ali_A — Wed, 09 Oct 2024 17:06:49 GMT

@Kjmoskal

If you contact Customer Service, the technical team will be able to raise a ticket about the issues your facing with the upgrade pages on your online account.

Ali

Re: Upgrade page not loading and cannot access the EE app.

alistairbarnes0 — Wed, 09 Oct 2024 17:30:41 GMT

Doesn’t mean the problem will get fixed, my tickets been open for about 5 months!

Re: Upgrade page not loading and cannot access the EE app.

wedgberto — Wed, 09 Oct 2024 21:02:05 GMT

Nothing personal @Ali_A or any other community team members, but this kind of advice is pretty useless really. Maybe you are all just volunteers or something, but that just makes the EE approach to "customer services" that bit more disappointing overall. EE customers like me end up here as a last resort usually anyway and to be told to call 150 and wait for a "support" agent to read a script after being advised by the automated recording to try the website first, just seems like an attempt to put off any actual support. Is this official EE website just a honey trap to fob off customers? If only as much effort went into support as goes into convincing customers to switch to EE for the supposedly best service. As others (myself included) can testify, this has been an issue for months and many of us have raised tickets about it. Will yet another make a difference do you think? Does it require a certain threshold of complaints before support will actually try to fix it or something? I'm looking for any kind of glimmer of hope here, not trying to be rude or anything.

Re: Upgrade page not loading and cannot access the EE app.

Ritu_D — Thu, 10 Oct 2024 08:00:50 GMT

Good morning @wedgberto

I am really sorry this EE account error has been happening for a while and I appreciate how frustrating this must be.

You can find details about us in our Meet our Community Team and what the community team can support with. We have no account access on the community and you've done the right thing reporting this to our tech guides and getting a support ticket raised.

When was the last update you received from the tech team?

To go through your upgrade options whilst this is being looked into, you can give us a call on 150 or pop into any EE store.

Ritu

Re: Upgrade page not loading and cannot access the EE app.

Kjmoskal — Fri, 08 Nov 2024 01:21:01 GMT

yes, that means I need to be on a call again. why can't you raise a concern yourself to tech team if you can clearly see more people got this problem if I may ask? last time I had a call someone tried to do a upgrade with me over the phone, no thank you. I want to see what I got offered, I'm not a very good listener and rather see the deals and compare myself. website should be working as it should. I'm logged in and it shows me 'ee couldn't log you in this time's. why? been with you whole 9 years now and it's simply frustrating. guy over a phone tried to do upgrade instead of raising issue and said he will do it, and I will have info regarding ticket over text message, never happened so that was pointless. please fix it, my upgrade is in less than a month now. I might just leave tbh.,

Re: Upgrade page not loading and cannot access the EE app.

Rach_H — Fri, 08 Nov 2024 11:10:58 GMT

Hi @Kjmoskal

Thanks for letting us know a little more about what has been happening.

As we do not have account access here on the Community we are not able to raise a ticket regarding the trouble you are having. It would be best to speak with the team about this, and they will be able to take all the details about the trouble you're having, and see if this is the same as what is happening with others.

You can always browse our store without logging in, to see which phones you might be interested in.

Rach