topic Re: Frustrating and impossible upgrade process in EE app and website

Frustrating and impossible upgrade process

DrSJF16 — Sun, 29 Sep 2024 16:35:15 GMT

I’ve been trying to upgrade my phone for the last few weeks. Everytime I clicked the link through the EE app (as I’m eligible to upgrade) and then go to sign in the page just goes blank. Initially I wondered if this was because I was trying to do it from abroad whilst on holiday but this has continued back in the UK. I have also tried using 3 different computers and different browsers on each with no avail.

I always get this screen:

I’ve tried numerous times over recent days to call and speak to EE via the phone but each time I send to get cut off around 40 minutes into my hold time.

I’ve also tried to use the online chat - but the hour wait usually ends up being more like 24 hours so I’ve missed a couple of conversations starting due that length, and the one time I managed to speak to someone online (18 hours later) they seemed preoccupied in selling me broadband and weren’t particularly helpful with providing me with upgrade options which is why I’d phoned! Then I ran out of time in my break at work and had to stop.

I’m keen to stop with EE as the signal is the best of a bad bunch where I live but this is just ridiculous. I’m tempted to go back to Vodafone who I was with before I switched 2 years ago.

Please can EE sort out their online upgrade facilities?

Re: Frustrating and impossible upgrade process

robbie1985uk — Sun, 29 Sep 2024 16:51:59 GMT

It's about lying shocking. The website is awful, and trying to get hold of someone is even worse, I've already cancelled one of my lines, off to Vodafone I'll be going, never had an issue with them in the past. All 4 of my lines will be moving there

Re: Frustrating and impossible upgrade process

Leanne_T — Mon, 30 Sep 2024 07:08:02 GMT

Hi @DrSJF16 @robbie1985uk

I am sorry you're both experiencing problems with the website and upgrading.

We would need to get the EE account looked into to see what could be causing the blank page and if needed a support ticket can be opened for you.

To do this please try calling us again and the team can also run through your upgrade options over the phone or in an EE store.

Let me know how you get on.

Leanne.

Re: Frustrating and impossible upgrade process

DrSJF16 — Mon, 30 Sep 2024 13:17:42 GMT

Unfortunately I’ve wasted enough time trying to get hold of someone via 150 so I’ll be moving to another network and porting my number over as then I don’t need to continue to try (and fail) to speak to someone at EE.

Re: Frustrating and impossible upgrade process

DrSJF16 — Thu, 10 Oct 2024 17:27:13 GMT

I’ve just done the exact same thing. They were a dream to deal with - straight through to a customer service advisor on the online chat.

Re: Frustrating and impossible upgrade process

I3Ixck — Thu, 10 Oct 2024 19:59:00 GMT

@DrSJF16 @robbie1985uk I am so sorry you have had issues with this.

Are you still with EE?

Maybe I can try and help?