topic Re: The EE Finance page is broken and won't progress in EE app and website

The EE Finance page is broken and won't progress

hannah160919 — Tue, 15 Sep 2026 18:32:33 GMT

I am trying to purchase a phone through EE Finance, once I have filled out everything up to my bank details, the button that is pressed to progress from the Banking Details section to the Employment Details section is broken. The button does nothing. I have attempted on multiple devices, 2 laptops, 2 phones and an iPad. I have tested multiple browsers, the EE app, as well as clearing my cache, disabling ad blockers, enabling all cooking and removing the phone from the basket and attempting finance again. I've even tested this on my partner's EE account and it is the same issue.

This is a major issue, no one can purchase a phone through EE finance.

There are several errors in the console when checking Inspect that indicate issues specifically with the service the button provides.

I've called EE and they won't handle anything to do with the website, and they will only handle payments for sim-free phones through the website and told me there's no one that can help, and that the only option is buying the phone out-right or purchasing the phone with a contract. I've also been in-store as suggested by the sales team, only to find out they don't handle selling sim-free phones.

To be clear, the phone I want to buy has a deal for sim-free that takes it from £1,100 to £830 (despite retail price being £900 at the moment for this phone). If I take out a contract, I'm paying £1,100 plus interest which would be stupid.

I've been attempting to purchase this phone for 3 days, calling EE each day and doing everything they said to no avail. I am literally trying to purchase a phone and make EE money but every option in support has lead to them saying "It's not our job to allow you to purchase a phone through EE finance, but if you pay us an additional £270 extra plus interest, we can help you"

I need the phone by Friday. There's multiple websites that sell the phone for £900, so if I cannot get this fixed by Thursday then I will just purchase it from Curry's, Amazon or Oppo directly.

Re: The EE Finance page is broken and won't progress

Chris_B — Tue, 15 Sep 2026 19:16:46 GMT

@hannah160919 Yes it’s not their job it’s a separate point of sale, it’s a different shopping site.

You say no one can purchase from it and yet people do.

And if you’re getting no joy then go to somewhere that can sell you it. It’s that simple.

Re: The EE Finance page is broken and won't progress

hannah160919 — Tue, 15 Sep 2026 19:27:39 GMT

I'm not complaining about specific areas of sale that aren't supporting, I'm complaining about there being literally no support for website sales on sim-free phones. There is zero, I have been told by multiple people that there is no support team for sim-free website sales, that is a big problem when the that specific page on the website has gone down and there is no one to bring the issue up to in order to fix.

When I say no one is able to purchase, I am saying specifically right now as of the last week at least (based on other people's posts about the same thing) no one is able to purchase a sim-free phone via EE finance. That function is broken. I'm obviously not saying that no one can purchase any phone, please read the message properly before responding.

I'm obviously not going to get joy when a part of the website is down that allows me to purchase the phone. The point of the service is to purchase the products from the service, and there's a technical issue that is preventing that. I would like to purchase through EE as I've been an EE customer for a long time, but I have a fixed date for when I need the phone and if I cannot get it by that time then I will have to purchase it elsewhere. It's not a threat or anything like that, it's just being honest about the circumstances.

Re: The EE Finance page is broken and won't progress

Chris_S — Wed, 16 Sep 2026 07:16:32 GMT

Hi @hannah160919,

It's understandable that you're frustrated with not being able to place your order.

Unfortunately, We don't have visibility of the website's back-end systems, and we're unable to raise fixes directly.

If you haven't already, you can raise a complaint with one of our guides.

Chris S