topic Re: Why is the upgrade page still broken after all these years? in EE app and website

Why is the upgrade page still broken after all these years?

JohnFourty40 — Fri, 20 Dec 2024 01:23:20 GMT

Spoken to support, said it would be fixed in 5 days.

2 weeks later it's still goosed.

Searching online shows this has been an issue for nearly 3 years. What is going on?

Re: Why is the upgrade page still broken after all these years?

Lesley_W — Fri, 20 Dec 2024 11:08:36 GMT

Hi @JohnFourty40

Thanks for coming to our community.

I'm sorry this still haven't been fixed for you. If our team opened a support ticket, it will be being worked on. Apologies if it is taking longer than expected.

Lesley

Re: Why is the upgrade page still broken after all these years?

emilyh1986 — Fri, 20 Dec 2024 12:12:16 GMT

Same, I have had this issue for so long now. There are so many different posts about this and it never seems to get fixed! I think someone worked out that if you have quite an old EE account online, it is a legacy account and doesn't work how it should. A workaround is apparently to create a new account onlint and then ring EE to get them to link your phone to the new account and ditch the old one. It just seems like effort for something that is clearly broken for many people!

Re: Why is the upgrade page still broken after all these years?

DantheSwan — Mon, 23 Dec 2024 10:54:20 GMT

I've been trying to access the Manage section on the website and app for last three days and neither work

I've only just signed up but if basic functionality isn't working I'll be using my cooling off period to cancel

You cannot run a mobile network and not allow people to check essential info

Re: Why is the upgrade page still broken after all these years?

Peter_W — Mon, 23 Dec 2024 12:09:21 GMT

Hey there @DantheSwan, thanks for reaching out to us about this.

What exactly are you seeing when viewing the manage section of the app, and do you get any particular error messages?

Peter

Re: Why is the upgrade page still broken after all these years?

DantheSwan — Mon, 23 Dec 2024 12:34:53 GMT

The service isn't working right now

We're working hard to fix it

Three days of that on website and app

I simply cannot commit to any network where the basics don't work

Re: Why is the upgrade page still broken after all these years?

Peter_W — Mon, 23 Dec 2024 12:44:07 GMT

Thanks @DantheSwan, are you able to see any of your account details on the front screen, and have you given this a try from a different device?

If you continue to struggle, please reach out to our team, and they'll be able to check to make sure everything is set up correctly at our end too.

Peter

Re: Why is the upgrade page still broken after all these years?

JohnFourty40 — Mon, 23 Dec 2024 13:39:40 GMT

Hi @emilyh1986, I've done this, just waiting for the phone to be switched over to the new account. I'll update once I have any news.

Re: Why is the upgrade page still broken after all these years?

DantheSwan — Tue, 24 Dec 2024 10:27:42 GMT

As previously mentioned it happens on website and app, so yes I've tried different devices

Not interested in calling customer services , it either works or it doesn't and this doesn't , I'm cancelling

Thanks for the replies

Re: Why is the upgrade page still broken after all these years?

emilyh1986 — Thu, 02 Jan 2025 10:40:54 GMT

Hi, did this work for you in the end? I did an online chat thing with them and he just wasn't getting it - ensured me he had done it, but nothing has happened and still in the samesituation!

Re: Why is the upgrade page still broken after all these years?

emilyh1986 — Thu, 02 Jan 2025 10:42:41 GMT

I absolutely agree - it is clearly a widespread issue, but EE think it is acceptable for each individual to call up to get it sorted. I tried via the online chat, was there for about an hour, the guy clearly didn't understand, he said it was fixed but it Is not. Still no further forward! I have been with EE for about 6 years and it is not going to reach 7 at this rate!

Re: Why is the upgrade page still broken after all these years?

Nickpc — Thu, 02 Jan 2025 11:12:36 GMT

This issue still persists, having a message saying we are working on it is not any good, how about doing something to actually fix the fault

Re: Why is the upgrade page still broken after all these years?

jkeyte — Thu, 09 Jan 2025 22:20:16 GMT

EXACT SAME ISSUE HAD IT FOR MONTHS