topic Re: online upgrade options page. not showing at all in EE app and website

online upgrade options page. not showing at all

jasman71 — Wed, 18 Sep 2024 10:44:41 GMT

I apologise in advance if this has already been mentioned elsewhere, but does anyone else have a problem with not being able to see any phone upgrade options at all? all I get is a blank page except for the header andthe usual terms of service etc menu at the bottom. It makes no difference whether I'm on iPhone, iPad or iMac, it's all the same , on the app or not, and being autistic I don't especially like taking to people on the phone if I can avoid it. Anyone else experiencing this or got a solution? TIA

Re: online upgrade options page. not showing at all

Ali_A — Wed, 18 Sep 2024 14:12:14 GMT

Thanks for joining us on Community @jasman71

Have you tried any non-safari browser?
Once you log in are you able to view any other part of your online services, such as bills?

Ali

Re: online upgrade options page. not showing at all

jasman71 — Wed, 18 Sep 2024 14:42:56 GMT

Hi, yes as far as I can tell all other services are there and visible, but for a long time now all I get when clicking on the upgrade your device button is this…

I’ve tried on safari yes and google chrome but no others yet

Re: online upgrade options page. not showing at all

Ali_A — Wed, 18 Sep 2024 16:42:12 GMT

@jasman71
Thanks for getting back to me.

Do you get the same error if you log out completely, then visit the upgrade page Here ? It will ask you to log when you click.

Ali

Re: online upgrade options page. not showing at all

jasman71 — Wed, 18 Sep 2024 16:45:09 GMT

Not a problem.

well I just did that on the iPhone and after logging in to it I get this… (I have cleared cache and cookies as well)

Re: online upgrade options page. not showing at all

Ali_A — Thu, 19 Sep 2024 11:03:12 GMT

Thanks @jasman71

Are you able to check what the URL of the blank page is?

Ali

Re: online upgrade options page. not showing at all

jasman71 — Thu, 19 Sep 2024 15:46:29 GMT

Well I had a comment on another social media site who said the same thing, blank pages when selecting the upgrade option. Anyway, for me, if I press this button…

I get to this screen…

As for the URL, copying it from the top of the blank screen I get this…

https://ee.co.uk/what-do-you-want-to-do-today

which is just taking me back to a sort of Home Screen! Nothing about upgrades at all

Re: online upgrade options page. not showing at all

Ali_A — Thu, 19 Sep 2024 15:58:30 GMT

Thanks for this.

Can you try the following steps -
Once you land on that blank page (with URL https://ee.co.uk/what-do-you-want-to-do-today) can you manually type http://ee.co.uk/login into the address bar to see if that loads up the correct upgrade page?

Ali

Re: online upgrade options page. not showing at all

jasman71 — Thu, 19 Sep 2024 16:11:47 GMT

Tried that, that just sends me back to the header page for the “shop” option

so when I click on the same Upgrade Now button the same blank screen appears

Re: online upgrade options page. not showing at all

jasman71 — Thu, 19 Sep 2024 16:13:16 GMT

Incidentally I also tried the same address bar but with /upgrade and that gives me the exact same blank page

Re: online upgrade options page. not showing at all

jasman71 — Thu, 19 Sep 2024 16:15:25 GMT

Someone on X commented thus.. made me feel a lot better knowing it’s not just me!

Re: online upgrade options page. not showing at all

Ali_A — Thu, 19 Sep 2024 16:19:16 GMT

@jasman71 Thanks for coming back to me with this one.

As you're still facing the same issue, I'd recommend getting in touch with our Customer Service guides to get a support ticket raised for the EE account not loading content. Please call us on 150 from an EE phone or see our Contact Us | Help & Support | EE to call from any other phone, and the team will be happy to help.
While on the phone, the upgrades team will also be able to discuss the upgrade options you're interested in and place an order for you too.

Ali

Re: online upgrade options page. not showing at all

jasman71 — Thu, 19 Sep 2024 16:27:43 GMT

Thankyou. Yeah I tried a live chat with a guide last night but after two hours of being on hold I gave up and went to bed. I prefer live chat to phone calls if possible (one of the joys of my autism is not liking phone calls! Ironic when trying to upgrade the phone!) so live chat is ideal for that . But I’ll try again later. Thanks for your help anyway 😊

Re: online upgrade options page. not showing at all

Ali_A — Thu, 19 Sep 2024 17:17:33 GMT

@jasman71

You're welcome! I completely understand. If you explain to the guide you're speaking to, they will do what they can to accommodate and make the phone call as easy as possible.
If you have a look at the website general offers so you have an idea of what you are looking for, it will help our guide to offer you the right upgrade deals straight away.

Ali

Re: online upgrade options page. not showing at all

MissIntuitive87 — Sat, 21 Sep 2024 08:09:35 GMT

Hiya Jasman71,

I'm having the EXACT same problem. I've been trying for a few days now. Cleared cookies etc. Tried different browsers on my laptop (Chrome/Edge etc), tried from my phone browser, tried directly from the EE app. Nothing works. It just takes you to the "What do you want to do today" URL. I hope they fix the problem soon! Please do let me know if you ever come up with a solution.

Kind regards

Tania

Re: online upgrade options page. not showing at all

Katie_B — Sat, 21 Sep 2024 08:18:26 GMT

Hi @MissIntuitive87.

Welcome to the EE Community.

If you are unable to upgrade online please give us a call.

Katie

Re: online upgrade options page. not showing at all

jasman71 — Sat, 21 Sep 2024 13:27:46 GMT

Hi Tania, I gave up trying in the end and opted for the live chat which after 3 days of trying finally worked and I ordered a new phone this morning, BUT even then while doing that the chap I was talking to was sending me links (Contract stuff you look at and approve etc) and even that wasn’t loading! However we got there in the end after an hour and a half. The lack of visible pages is very frustrating and I’m guessing there may be lots of others out there who are / were / will be in a similar position, so maybe if enough people point it out to them something may be done . So it’s not really a solution I’m afraid but it worked for me 😊

Re: online upgrade options page. not showing at all

jasman71 — Sat, 21 Sep 2024 13:29:21 GMT

Thankyou I managed to upgrade using the live chat earlier. Even then some of the links provided to me didn’t work but we got there in the end. 😊