topic Re: Still a dead after 6 months in EE app and website

Still a dead after 6 months

robh661 — Tue, 03 Jun 2025 21:31:16 GMT

Every time I login into the app, and that included today. I keep on finding the option to do a renewal on my Broadband.
But as per usual when I try to find out what options are available. It times out with the same stuck record message, sorry, somethings gone wrong at our end.
I never had this much grief when I was a BT Broadband user / customer.

Re: Still a dead after 6 months

robh661 — Tue, 27 May 2025 21:03:29 GMT

Well I’ve given up hope, as I’m still getting the option to renew my contract, but it still times out on me.

So I’ve now started looking into other providers, even though, I’ve got a year left on my contract with EE.

And so far, I’ve found 2 providers that will offer me the same speed for about £50, and one provider is offering me up to 2gb for same price as the other 2 providers.

Re: Still a dead after 6 months

Christopher_G — Wed, 04 Jun 2025 10:35:12 GMT

Hi @robh661

Welcome to the community.

Could you try deleting and re-downloading the app please? Are you able to view your broadband upgrade options on the EE Online desktop site?

Chris

Re: Still a dead after 6 months

robh661 — Wed, 04 Jun 2025 17:56:22 GMT

As you can see that’s the website as of now, and you can see for yourself there’s the option to renew my broadband.

Re: Still a dead after 6 months

Leanne_T — Thu, 05 Jun 2025 07:15:47 GMT

Thanks @robh661

What happens if you select renew your EE Broadband today? Have you tried deleting and re-installing the EE app?

Speak soon.

Leanne.

Re: Still a dead after 6 months

robh661 — Thu, 05 Jun 2025 20:28:33 GMT

And that’s after doing as you suggested, which was removed the app and reinstalled it.
When I do click on that click, I get a message about the legal bit, then it times out with the same message something has gone wrong at our end.

Re: Still a dead after 6 months

Leanne_T — Fri, 06 Jun 2025 07:39:19 GMT

Thanks for coming back to me @robh661

The EE account will need to be looked into to see why this error is showing, when you try and renew the broadband. Please get in touch with our tech guides, they will make sure everything is set up correctly and let you know what is needed to get this working.

Let me know how you get on 🙂

Leanne.

Re: Still a dead after 6 months

robh661 — Mon, 09 Jun 2025 09:46:48 GMT

I spoke to a guide today, the problem seems to have been not so much the contract or speed, as I'm on the top tier as an ex-BT customer, but to do with wi-fi7.

So I discussed this and have decided to upgrade to wi-fi7.

Even though other guides in the past have suggested I don't do the upgrade.

Thanks for you help.

Re: Still a dead after 6 months

Leanne_T — Mon, 09 Jun 2025 10:39:39 GMT

Thanks for coming back to me and letting me know @robh661

Glad this has now been checked and sorted when you called.

Leanne 🙂