topic Re: Issue with adding accessories to my phone bill. in EE app and website

Issue with adding accessories to my phone bill.

RM108 — Wed, 15 Jan 2025 22:39:39 GMT

When I try to add the AirPod 4s to my phone bill using the EE app, it buffers when adding to the basket. When i try to add the AirPods to my phone bill on the website, it says "Payment service is not available. Please try again later." I've never had any issues paying my phone bill in the past and have always paid on time.

Re: Issue with adding accessories to my phone bill.

Rach_H — Thu, 16 Jan 2025 10:23:25 GMT

Hi @RM108,

Welcome to the Community!

I'd recommend giving our team a call and they will be able to look into why you're having this issue, and help you get these ordered.

Rach

Re: Issue with adding accessories to my phone bill.

Bobcat2007 — Thu, 16 Jan 2025 13:54:16 GMT

Hi, did you get this resolved as I'm having the same issue?

Re: Issue with adding accessories to my phone bill.

Rach_H — Fri, 17 Jan 2025 14:21:57 GMT

Hi @Bobcat2007

Welcome to the Community!

Have you spoken with the team about the trouble you're having?

Rach

Re: Issue with adding accessories to my phone bill.

RM108 — Sun, 19 Jan 2025 13:28:00 GMT

No, it hasn't been fixed.

Re: Issue with adding accessories to my phone bill.

RM108 — Sun, 19 Jan 2025 13:30:00 GMT

Yes, i was told only i could add certain accessories and they couldn't. They told me it was possibly a technical issue and should be fixed but it still doesn't allow me to add things to my phone bill.

Re: Issue with adding accessories to my phone bill.

Bobcat2007 — Wed, 22 Jan 2025 09:58:25 GMT

No, didn't have time, so just decided to buy elsewhere, thanks.

Re: Issue with adding accessories to my phone bill.

McMum — Wed, 29 Jan 2025 19:51:31 GMT

Same issue here. The option is there to add an item to the basket and add to Mobile bill (TV for £10 per month) and for the past month it always just says: Payment service is not available. please try again later.

I keep trying again later and guess what, it states the same every time. Why could this be the case?

Please don;t suggest i ring the team. I and others are asking here for a reason and seems a common problem.

Re: Issue with adding accessories to my phone bill.

Rach_H — Thu, 30 Jan 2025 09:02:08 GMT

Hi @McMum

Welcome to the Community!

We understand how frustrating it is when you're not able to add these accessories, and we do want to get this sorted for you. I appreciate you'd rather not call the team, but this is the best option, as it will allow us to take some details from you to pinpoint the issue, and work to get this fixed. These kinds of issues are difficult to diagnose without access to your account, which we do not have on this platform.

Rach

Re: Issue with adding accessories to my phone bill.

maf31 — Mon, 03 Feb 2025 11:11:38 GMT

Same issue here. Have called and told the same, they cant add to account, a technical issue. Come on EE get this sorted.

There are too many people on here with the same issue to be an isolated incident. Can someone from EE Tech Support look into this ASAP.

Re: Issue with adding accessories to my phone bill.

Rach_H — Mon, 03 Feb 2025 13:51:09 GMT

Hi @maf31

Welcome to the Community!

Did the team advise the next steps for getting this resolved when you called?

Rach

Re: Issue with adding accessories to my phone bill.

maf31 — Tue, 04 Feb 2025 10:01:17 GMT

It is not policy to add to plan over the phone. They have apparently informed the Web Team, but as of this morning it is still not working. At present EE are missing out on sales due to an issue with their payment system. You can see from the attached screenshot, there are Error 403's, and this has nothing to do with our accounts.

Re: Issue with adding accessories to my phone bill.

David197302 — Tue, 04 Feb 2025 16:45:18 GMT

Having the same issue, wanted to add a laptop to add to plan accesories but I am getting this message:

Sorry we can't load this right now. There is a problem getting the information you need, try again later or contact us if its urgent.

I have contacted ee twice now over the last 4 days and it's still not resolved. Apparently a ticket has been put in but it's taking so long. I know that it's affecting everything in the shop because I have tried purchasing many things including items that aren't add to plan accesories. I have been with ee since 2007. I'm a loyal customer, why is it taking this long to resolve?

Re: Issue with adding accessories to my phone bill.

David197302 — Tue, 04 Feb 2025 19:07:08 GMT

Hi Rach

I have contacted ee twice. They can not order the item i want as it comes from a partner company even though it's an add to plan item so I am stuck without the issue being resolved. I have been a customer since 2007 and I like EE. This is very frustrating to me considering how much money I have spent since then.

David

Re: Issue with adding accessories to my phone bill.

Linzi_H — Wed, 05 Feb 2025 09:00:10 GMT

Hi @David197302

I know how disappointed you'll be feeling about not being able to add this item right now. If the team has already logged a ticket, then the relevant area will be working on it for you.

If you're unhappy with the length of time this is taking, please ask one of our Guides for some timescales, or when they are able to give you a further update. If things are still not resolved after this, you can request to escalate your complaint to a Team Leader.

Linzi

Re: Issue with adding accessories to my phone bill.

maf31 — Wed, 05 Feb 2025 09:04:12 GMT

Hi, I now have mine sorted. If you go on to your EE app and press Help, then Message Us and start a new conversation. Tell them your issue and they will sort it out for you. Mine took around 30mins of chat and it was ordered.

Still annoying you can't order on the web or through the app, but at least it is a workaround.

Re: Issue with adding accessories to my phone bill.

LAWALM008 — Mon, 17 Feb 2025 19:44:08 GMT

This is still an issue!

Not everyone has time to call, they will just go and buy from another provider. The online chat should be for everyone not just someone who is new to EE, as I was just told!

Been a customer since 2013 and something which should be simple, isn’t!

Re: Issue with adding accessories to my phone bill.

Katie_B — Tue, 18 Feb 2025 08:47:08 GMT

Hello @LAWALM008.

Thanks for coming here.

I'm sorry to hear you are also experiencing this.

Online chat is not just available for new customers.

I understand that some customers don't like calling OR have the time, however, our technical care team are in the best position with account access to be able to help with this.

Katie