topic Re: Can't add additional line. in Archived Posts

Can't add additional line.

ReginaT — Sat, 04 Apr 2020 23:01:36 GMT

Hello,

for the past few days I have been having issues trying to be able to get an additional line on EE Website or App.

Once I login to my account I can see my profile, bills, add accessories etc however once I click on ''My Shop'' and click on any items I get redirected to https://shop.ee.co.uk/auth/my-shop page and that's it. No matter what I do it just send me to the page and shows nothing.

I was on a call with EE trying to fix this, they can't seem to find what is causing this(weird).

I understand EE can do an additional line over the phone however I do want to fix this issue. I have tried different browsers, devices, data providers, cleared cookies, cache - same old.

Is there anyone that have run into this issue and found a solution to it?

Many thanks.

Re: Can't add additional line.

Leanne_T — Mon, 06 Apr 2020 07:43:26 GMT

Hi there @ReginaT

Thanks for posting on the community.

When you spoke to our Mobile Care team over the phone did, they suggest trying anything to help you get access to the Shop to add a device?

Are they getting your My EE looked into for you?

Thanks.

Leanne.

Re: Can't add additional line.

ReginaT — Mon, 06 Apr 2020 13:44:31 GMT

Hello,

Yes. They been doing quite a few things. The chap who was helping me even called IT and turns out IT was as baffled about this as he was. This is a rare glitch, however they havent taken this furthern. All i was advised is to get the line via the phone..but i would like to fix the online part of MyEE shop as well.

Re: Can't add additional line.

Leanne_T — Mon, 06 Apr 2020 14:09:34 GMT

Hi there @ReginaT

Thanks for coming back to me.

I would suggest getting back in touch with our Tech Gurus, and letting them know this is not working for you and you would like this looked into further.

Let me know how it goes.

Leanne 🙂

Re: Can't add additional line.

ReginaT — Thu, 09 Apr 2020 06:12:42 GMT

Hi Leanne,

Unfortunately after quite a bit of discussion with Tech Gurus we found no solution.

So we went with opening the line via the phone(150)..and here we face a new challenge. Once we agreed on the phone, contract type, plan and ended the call and this is where the problems started again. For some reason the Agent was not allowed to place the order as she is getting errors on the account. This has now been sent to another team who is responsible for "Single User Errors". We are genuinely on the brink of Leaving EE, cancelling the contract, paying whats left and never looking back. This is quite frankly ridiculous. Website, App doesnt work, now we cant even place it over the phone. I dont expect this other team to fix it. Genuinely have never been so disappointed with EE.

Re: Can't add additional line.

Katie_B — Thu, 09 Apr 2020 17:03:16 GMT

Hi there @ReginaT.

I am sorry to hear this is still not resolved.

Are you aware if the agent escalated this to another department?

Speak soon,

Katie 🙂

Re: Can't add additional line.

ReginaT — Thu, 09 Apr 2020 17:15:06 GMT

I have been told my by the Agent I just spoke with that this has been sent to the team that investigates Single User Errors. No clue what will happen next, we were told minimum 7 days. We didint have any communication from the original agent who made the phone order about this issue. I get that she might be off work but when she put the notes down on the account and sent this to the department for investigation She couldve gave us a call to let us know what is happening but nothing. I read that some people with similiar fault had to wait weeks to get this resolved which is ridiculous...

Re: Can't add additional line.

James_B — Fri, 10 Apr 2020 11:00:22 GMT

Hi @ReginaT,

Now this issue has been passed to our support teams, they will fix the issue with your account and update our Tech Gurus so they can get back to you.

They'll get this sorted as quickly as they can.

James

Re: Can't add additional line.

ReginaT — Fri, 10 Apr 2020 11:03:29 GMT

Thank you very much, I assume the Website/App issue might be connected with this then. Thanks for the answer.

Re: Can't add additional line.

James_B — Fri, 10 Apr 2020 11:06:13 GMT

Hi @ReginaT,

Yes, the two issues are likely to be related as the website will need to pull information from your EE account when placing an order.

We appreciate your patience while we get this fixed for you.

James

Re: Can't add additional line.

ReginaT — Wed, 15 Apr 2020 06:46:39 GMT

Thanks to everyone. We were able to order a new phone on the App/Website - the team has resolved our issue and everything is looking good. We just ordered our new handset. Many thanks to the EE Community!

Re: Can't add additional line.

Leanne_T — Wed, 15 Apr 2020 07:22:30 GMT

Morning @ReginaT

I am very pleased to hear this is all sorted now ,and you have ordered the phone 🙂

Come back to the community anytime.

Leanne.

Re: Can't add additional line.

Kovax — Sun, 19 Apr 2020 19:28:29 GMT

I just tried to add an extra line (sim only) to my account. I'm having the exact same issue 😕 I am unable to access any part of the webshop other than the upgrade page. Rather disappointing 😒

Re: Can't add additional line.

ReginaT — Sun, 19 Apr 2020 19:31:05 GMT

Hello,

What solved mine was EE sending my account to people who manage Single User Errors. Give 150 a call and ask them to see what they can do. They won't be able to do it over the phone as well as the error will carry over to their system as well.

Re: Can't add additional line.

crescenzo — Sun, 19 Apr 2020 20:30:46 GMT

I'm having a similar issue.

I can add £1000+ phone to my account as additional lines but i cant add a £300 tablet?

Tried website and app and refreshed and cleared cache but no luck.

I dont have the time to hang around on the phone as key worker or the right time to call.

There is no live chat online like other companies either.

I might just buy the table out right but want the ee sim in it for work.

Any help please tech guru's?

Re: Can't add additional line.

Christopher_G — Mon, 20 Apr 2020 07:15:02 GMT

Hi @Kovax and @crescenzo

Welcome to the community.

Our Mobile Care team will be able to look into why this isn't working and try to put through the order for you.

There should be a link for live chat on the get in touch help page, as well as other contact information.

Let us know how you get on.

Chris

Re: Can't add additional line.

Kovax — Wed, 22 Apr 2020 16:19:02 GMT

@ReginaT just out of curiosity. Have you recently changed your address? Managed to speak to someone from EE, she said the most likely reason for this particular fault is my recent change of address. I have moved 2 weeks ago, updated my address on the same day. Apparently the problem should go away 30 days after the day I entered my new address - we will see...

Re: Can't add additional line.

crescenzo — Wed, 22 Apr 2020 22:21:38 GMT

I have not changed address. No.

Re: Can't add additional line.

crescenzo — Wed, 22 Apr 2020 22:22:37 GMT

I will let you know. At the moment I work long days and the morning and evening when I get home states the chat is closed. What the working hours of the chat during this pandemic?

Re: Can't add additional line.

Katie_B — Thu, 23 Apr 2020 08:38:11 GMT

Good Morning @crescenzo.

Our online chat team is open 8am - 11pm.

Please let us know how you get on,

Katie 🙂