topic Re: Error message when trying to upgrade in Archived Posts

Error message when trying to upgrade

FionaM3 — Tue, 21 Apr 2020 10:18:25 GMT

Hello,

When trying to upgrade my phone I get to the payment stage and input my card details then it goes to process it and an error message comes up that the page can’t be found.

I can’t call and upgrade as I have an online EE perk discount code.

Thanks

Fiona

Re: Error message when trying to upgrade

Katie_B — Tue, 21 Apr 2020 16:10:32 GMT

Good Evening @FionaM3.

Thanks for coming to the community.

Since your post this afternoon, have you been able to successfully complete your order?

If not, please try another browser and try clearing cache and cookies?

Speak soon,

Katie 🙂

Re: Error message when trying to upgrade

FionaM3 — Wed, 22 Apr 2020 12:54:38 GMT

Sent from my iPhone

Re: Error message when trying to upgrade

Katie_B — Wed, 22 Apr 2020 13:10:45 GMT

HI @FionaM3.

Your latest reply has not come through, please try again.

Katie 🙂

Re: Error message when trying to upgrade

FionaM3 — Thu, 23 Apr 2020 09:01:07 GMT

Hi Katie,

No it still does not work, I have tried your below advice.
This is a problem with the EE website - please can you escalate this further?

I don’t want to have to call and wait hours to talk to someone when I could do it online if it was working. I also can’t use the discount code via phone.

Thanks

Re: Error message when trying to upgrade

Katie_B — Thu, 23 Apr 2020 09:07:02 GMT

Hi @FionaM3.

I will be happy to feed this back.

What phone are you trying to upgrade to?

Please also provide colour and memory size.

Is this an online exclusive offer?

Are you aware if the plan is eligible for discount?

You cannot get the discount if you are on a 4GEE Max plan that includes an annual upgrade benefit. The discount cannot be used in conjunction with any other offer or discount. It is not available with Family & Friends, 10% Multi-line, early upgrade discount or Apple Watch.

Speak soon,

Katie

Re: Error message when trying to upgrade

FionaM3 — Fri, 24 Apr 2020 08:34:51 GMT

Hello,

The phone I am trying to upgrade to is;

Iphone 11

64gb

white

10gb data

The online discount is the 20% EE NHS discount perk and can be used on this plan. The discount is taken off fine.

Thanks

Fiona

Re: Error message when trying to upgrade

Katie_B — Fri, 24 Apr 2020 08:54:05 GMT

Thanks so much for confirming this @FionaM3.

Are you able to try again this morning and let me know what happens?

Katie 🙂

Re: Error message when trying to upgrade

FionaM3 — Fri, 24 Apr 2020 09:01:52 GMT

Hello

Just tried again and same thing has happened. I tried using a different card for payment and this didn’t work. It’s the page after you put the payment details in and press continue it goes to a “sorry we couldn’t find that page”.

Thanks

Fiona

Re: Error message when trying to upgrade

Katie_B — Fri, 24 Apr 2020 09:16:20 GMT

Thanks for trying @FionaM3.

I have sent you a private message, please take a look and get back to me.

Katie 🙂