topic Re: add to plan via website vs iphone app which is correct in Archived Posts

add to plan via website vs iphone app which is correct

wasteddee — Thu, 22 Aug 2019 00:16:43 GMT

i recently ordered 2 logitech circle 2 "wired" cameras via the add to plan on my iphone MyEE app, at the time of ordering the app showed the items as in stock an available, shortly after i got a confirmation email accepting my order then a few more mins later another email stating the items are out of stock. i checked the MyEE app to see them still showing in stock. I then logged into myee via the web an it does not show the items at all never mind being in or out of stock. Im at a loss as to why EE state both in stock an out of stock, or if i can expect to receive the items at all. It would be helpful if both the website and the information in the myee app were the same. As of now i do not know if the items are in stock or not, i would be grateful if someone from EE could clarify which is correct an if i can expect to receive the items ordered.

Thanks in advance.

Re: add to plan via website vs iphone app which is correct

Christopher_G — Thu, 22 Aug 2019 09:56:19 GMT

Hi @wasteddee

Welcome to the community and thanks for ordering. 🙂

I recommend speaking to our Mobile Care team who'll be able to check your order and investigate this stock discrepancy for you.

Chris

Re: add to plan via website vs iphone app which is correct

wasteddee — Fri, 23 Aug 2019 18:27:39 GMT

Thank you for your reply, i contact EE by phone an spoke a lady who was as helpful as was possible although im no closer to knowing the answer, the lady i spoke too informed me that the circle 2 wired cams are not in stock at all so both the myee app and the add to plan webpage are wrong which i must say makes it somewhat difficult. I notice after checking again today on both formats that the item is still listed as in stock and available. In the end all ive managed to find out is i wont be getting my order anytime soon if at all.

very confusing and annoying but it is what it is. Thanks again for the speedy reply

.Stock

Re: add to plan via website vs iphone app which is correct

wasteddee — Mon, 26 Aug 2019 15:27:57 GMT

checked the add to plan and the accessories web pages again today an still it showing the circle 2 wired cam as in stock. Yet still there is no sign of my order being dispatched due to no stock.

Re: add to plan via website vs iphone app which is correct

Katie_B — Tue, 27 Aug 2019 08:09:37 GMT

Hi there @wasteddee.

Thanks for flagging this.

I will feed this back to the relevant team, fingers crossed it's not much longer till you receive your order.

Katie 🙂

Re: add to plan via website vs iphone app which is correct

wasteddee — Wed, 28 Aug 2019 01:09:18 GMT

This just gets better and better. Now my ability to add to plan has been removed. I am no longer able browse any add to plan even tho im well within the time frame with my new plans on 3 of my devices. I also notice the items I previously ordered are still listed as instock. I would be really grateful if someone would explain what is going on. I pay over £200 a month to ee and have been a customer for years and have been very happy with ee until now. After this i dont think ill be renewing any of my contracts

2 months in to my new plan a i get this

Re: add to plan via website vs iphone app which is correct

Leanne_T — Wed, 28 Aug 2019 09:21:07 GMT

Hi there @wasteddee

Thanks for coming back to us.

This has been raised to the relevant teams that the items are showing in stock.

I have sent you a private message on here to get some details regarding your account.

Thanks.

Leanne.

Re: add to plan via website vs iphone app which is correct

wasteddee — Wed, 28 Aug 2019 16:37:11 GMT

Hi, i was contacted today by a lady from EE and she told me that its not actually add to plan, its really add to account which means no matter how many plans i have i can only add 3 items to my account, so im no longer able to add anything. I have checked the terms an conditions pdf on the add to plan page an there is no meantion of this. I am now more confused than ever as no one has ever stated this before, my most recent order was accepted but out of stock, now that i am unable to add any more to my plans, so my question now is a simple one, is it ADD TO PLAN or ADD TO ACCOUNT.

Re: add to plan via website vs iphone app which is correct

wasteddee — Wed, 28 Aug 2019 20:29:27 GMT

I rang EE back an spoke to accounts who in turn spoke directly with the digital sales team who have confirmed that the lady who rang me earlier today stating that you can only add 3 items per account regardless of how many plans you have was totally incorrect, an that the terms an conditions do not state add to plan is 3 items per account, It is indeed per line/plan. Not sure why i was given misinformation by her. So hopefully i will receive my order in due course when the items are in stock. Alot of confusion regarding this with certain EE staff which is not very helpfull but in the end i got the correct answer myself. Yeah me! lol

Re: add to plan via website vs iphone app which is correct

wasteddee — Fri, 30 Aug 2019 17:51:34 GMT

quick follow up, the items i ordered are now showing again an state they are in stock but on phoning EE they state that they are not, so once again it seems EE doesnt seem to know what EE is doing with regards to this. This does not give me alot of confidence in EE 😩

Re: add to plan via website vs iphone app which is correct

Leanne_T — Sat, 31 Aug 2019 06:37:42 GMT

Hi @wasteddee

Thanks for coming back to us.

I am sorry this has happened.

I have fed this back now, thanks for letting us know.

Leanne.

Re: add to plan via website vs iphone app which is correct

wasteddee — Sun, 01 Sep 2019 23:21:17 GMT

been talking to myself about this for 2 weeks now, this is also the 2nd time you replied an still nothing has changed, in fact it was yourself who got a person from EE to phone me about this issue and then they gave me the wrong information about the terms and conditions of add to plan and still nothing has changed.

The items are still showing as in stock. this whole thing is a shambles.

Once my current contracts which total over £250 a month are finished so i am with EE.

Re: add to plan via website vs iphone app which is correct

Christopher_G — Mon, 02 Sep 2019 09:49:09 GMT

Hi @wasteddee

I'm sorry to hear that.

This is a public forum so we don't have access to your account, so it's hard to give you a definitive answer on your situation.

I can feel your frustration through your post. Have you formed a complaint about this? If not, and this is something that you want to do, you can find the correct channels to do this on our make a complaint help page.

This way it'll get logged officially and investigated.

Chris

Re: add to plan via website vs iphone app which is correct

wasteddee — Mon, 02 Sep 2019 22:13:37 GMT

Im guessing you did not read the entire thread, ive already phoned a few times and complained, EE have also rang me after Leanne_T requested my account info from me and my complaint was made again at that time. Still nothing has changed and as of this very moment the items are still showing as in stock lol Im just going in circles here. Ironic as the item ive ordered is the Circle 2.

Re: add to plan via website vs iphone app which is correct

wasteddee — Tue, 03 Sep 2019 17:12:31 GMT

still showing as in stock and available to order.

Re: add to plan via website vs iphone app which is correct

wasteddee — Thu, 05 Sep 2019 01:46:50 GMT

Add to plan website has just been updated and still this item is showing as in stock an still there is no sign of my order.

Re: add to plan via website vs iphone app which is correct

wasteddee — Thu, 05 Sep 2019 08:26:58 GMT

reordered this item as it is showing as instock, then a few mins later yet another email stating there not instock, lol what a joke.

Re: add to plan via website vs iphone app which is correct

Christopher_G — Thu, 05 Sep 2019 12:00:30 GMT

Hi @wasteddee

I'm sorry to hear that this is still happening for you. We have fed this back to the relevant team and they're currently looking into it.

Do you know if the order has been cancelled due to the cameras being out of stock? Did you get an order number?

Chris

Re: add to plan via website vs iphone app which is correct

wasteddee — Thu, 05 Sep 2019 12:42:39 GMT

Hi, at this point i have no idea if the order has been canceled or not as i keep being given different information each and every time i phone up about this.

Yes i do have the order number "xko277486636"

I also notice that the Accessories page also states they have them instock and availble to purchase out right. I have emailed directly at customerservice@kondor.co.uk to see if this is correct.

Re: add to plan via website vs iphone app which is correct

Christopher_G — Thu, 05 Sep 2019 12:50:14 GMT

I could organise for someone to give you a call and check your order, if you'd like, @wasteddee?

Chris