topic Re: Error message when trying to place new order in EE app and website

Error message when trying to place new order

Debbyp — Thu, 07 Nov 2024 14:34:21 GMT

I have been trying to place an order for accessories on my mobile account for a few weeks and keep getting a 'somethings gone wrong' error message. I rang EE to be told there is a problem and to try again tomorrow and if unsuccessful ring back. The call took over 45 minutes to get this response. Of course, 24 hours later it still doesn't work and I'm reluctant to go back through the unhelpful telephone assistance again. Has anyone else had this issue and what is the resolve?

Re: Error message when trying to place new order

Debbyp — Thu, 07 Nov 2024 14:37:09 GMT

Yes me! Been trying for weeks to order and keep getting this message. Rang EE to be told there is a problem and to try again win 24 hours. Of course, 24 hours later and same error message. EE operator was so unhelpful and it took 45 minutes that I am reluctant to phone again. May end up buying from somewhere else, looks like EE don't need my business.

Re: Error message when trying to place new order

Leanne_T — Thu, 07 Nov 2024 18:14:53 GMT

Hi there @Debbyp

Thanks for coming to the community.

I am sorry you are getting an error message when trying to add accessories to your monthly account.

Have you tried ordering different accessories over the past few weeks and have been getting the same error message?

How long have you had the EE contract?

Speak to you soon 🙂

Leanne.

Re: Error message when trying to place new order

Debbyp — Thu, 07 Nov 2024 21:14:11 GMT

Hi Leanne

Thank you for your message. I have tried ordering different items and get the same error message. Back in September I tried to add AirTags to my account and couldn’t. Recently I’ve tried to add headphones and then Ray Bans but not successful with either and same error message.

When I phoned up the agent told me that he was unable to add them either (seemed more interested in trying sell me broadband than trying to resolve the issue!)

I’ve been with EE now for around 20 years and have added accessories in the past without a problem.

Re: Error message when trying to place new order

Katie_B — Fri, 08 Nov 2024 09:41:14 GMT

Hi @Debbyp.

I'm sorry that this has still not worked.

Our customer care team are in the best position to look at your account eligibility and raise any tickets for faults on your account.

I would recommend getting back in touch so this can be resolved for you.

Katie

Re: Error message when trying to place new order

Debbyp — Mon, 11 Nov 2024 12:20:53 GMT

Unfortunately, another telephone call of 30 minutes. passed to three agents in succession and still no order made!

Website still showing error when trying to place order.

Going to have to purchase elsewhere.

Re: Error message when trying to place new order

Leanne_T — Mon, 11 Nov 2024 18:09:47 GMT

I am very sorry the error message is still showing @Debbyp

When you last called, did the team raise a support ticket for the account to be looked into?

Did the guide try and place the order for you over the phone?

Speak soon.

Leanne.

Re: Error message when trying to place new order

Debbyp — Tue, 12 Nov 2024 14:13:26 GMT

Hi Leanne

None of the agents I spoke to mentioned raising a ticket.

I was passed onto 3 different teams members in different departments but no one was able to make an order for me.

Re: Error message when trying to place new order

Leanne_T — Tue, 12 Nov 2024 14:27:37 GMT

Thanks for coming back to me @Debbyp

In this case, I would suggest getting back in touch and checking if a ticket has been opened for you.

If not, they will be able to run through some troubleshooting and if needed get a ticket raised.

Leanne.