topic Re: Can't complete order in Archived Posts

Can't complete order

satt234 — Wed, 07 Apr 2021 20:19:43 GMT

Hi, I'm trying to order a 'good as new' samsung phone as an upgrade from my previous sim-only contract. I've been told this can't be done over the phone but every time I try to order I get the message "Sorry, we’ve performed our checks and are unable to continue with your order".

I've spoken on the phone and on chat but no-one seems to know what's up! Going into day three so getting pretty keen to get a phone sorted..

Re: Can't complete order

Christopher_G — Thu, 08 Apr 2021 07:51:33 GMT

Hi @satt234

Welcome to the community.

At what point do you get this error message? How long have you had the SIM only deal for?

Does your My EE account say that you're eligible for an upgrade?

Chris

Re: Can't complete order

satt234 — Thu, 08 Apr 2021 10:33:50 GMT

Hi @Christopher_G

It's once I get all the way through the order so I've already entered all my payment details etc. and it's just when I press checkout.

The only thing that's wrong in my details at checkout is that the system won't let me enter my address properly as it has a full stop in it but I can't imagine that would completely stop the order?

I think I had the sim only deal for about 2 years and it says I'm eligible for an upgrade yes.

Re: Can't complete order

Christopher_G — Thu, 08 Apr 2021 11:20:52 GMT

Hi @satt234

I've sent you a private message to get some information from you. Please have a look and get back to me.

Thanks

Chris