EE app not fully working - Shop fails

planetf1b — Thu, 03 Oct 2024 07:20:22 GMT

Until August 2024 I was an EE mobile-only customer. I was unable to use the 'shop' to buy broadband, with the app constantly showing the often reported error 'sorry, there seems to be a problem'. I explicitly reported this and was told it would be sent on to another time who'd get back to me. Mobile billing etc in the app was fine

In mid-Aug I took out EE broadband, and my BB account was added to the app. However I was still unable to use the shop.

This current issue is that clicking 'Shop' -> 'Buy iPhone 16 Pro' results in 'Hey <my name>, just so you know, we're unable to let you upgrade or get another phone yet'. Under 'Upgrade' I see 'Get a new device from N/A.' If I click Shop->Upgrade+new sim, I get an advert, but no SIM options.

I followed this up Monday. I went through the issues with an agent who checked my account - everything fine with payments, able to upgrade. Unfortunately during the process the EE site started misbehaving (we are updating the site) for me & them, so we had to abandon.

I called back in the next day via a callback link. After some initial checks, said I'd need to be passed a technical call-back, and I was given a fixed timeslot (almost immediately). No call was returned.

I like my EE mobile and broadband service. That technical network aspect works better than other providers I've used. No question. But I'm getting no-where with this issue.

About to try one more time .....

Re: EE app not fully working - Shop fails

planetf1b — Thu, 03 Oct 2024 08:15:33 GMT

Today's call was slightly better. there seems to be a match to a current open issue, so my account has been linked to that. At least a step forward.

Re: EE app not fully working - Shop fails

Peter_W — Thu, 03 Oct 2024 10:51:15 GMT

Thanks for the update with this one @planetf1b.

Sometimes if there's an open incident we'll need to record your impact against this whilst our back office support teams investigate things further.

Please keep us posted on how you get on, though.

Peter

topic EE app not fully working - Shop fails in EE app and website

EE app not fully working - Shop fails

Re: EE app not fully working - Shop fails

Re: EE app not fully working - Shop fails