topic unable to see upgrade options online via app or website in Contracts & Billing

unable to see upgrade options online via app or website

starr777 — Mon, 29 Jul 2024 22:54:01 GMT

I want to see what what my Upgrade options are online, but all I get is a technical error and unable to show upgrade options or just a blank screen.

I have tried updating the app, logged in on multiple devices, cleared cache and text UP to 150

I can login to my Wife's account on the same devices and it all works fine.

is it possible there is an error on my account? i was previously with EE, then left for another network and then returned back to EE using the same email address etc 2 years later.

Re: unable to see upgrade options online via app or website

Leanne_T — Tue, 30 Jul 2024 11:02:54 GMT

Hi @starr777
Thank you for posting on the community 🙂
I'm sorry you're not able to view your upgrade options in your EE account, this would need to be looked into in more detail to see why this is not showing for you. Please give us a call on 150 and the team will be happy to help.
Thanks 🙂
Leanne.

Re: unable to see upgrade options online via app or website

BenLuon — Thu, 01 Aug 2024 04:27:23 GMT

You are not alone mine is the same and has been ever since my contract ran out in march but was still buggy in other parts of the app prior like data usage.

EE's technology is just useless, they never seem to fix anything whenever there is an update on the app nor their website. Shows their concerns towards their customers are top of their priorities.

Re: unable to see upgrade options online via app or website

Jamie1873 — Tue, 29 Oct 2024 19:18:34 GMT

Did anyone find any resolution to this?

I am now having the same issue since last week.

Worked perfectly previous to that and could check upgrade information no problem but now showing nothing

Re: unable to see upgrade options online via app or website

Ali_A — Wed, 30 Oct 2024 12:37:54 GMT

@Jamie1873

Do you have the same experience on both EE app and the website?

If using the EE app can you check if you have the latest EE app update?

Also try clearing the cookies and cache on your web browser?

Ali

Re: unable to see upgrade options online via app or website

Kingstonza — Wed, 06 Nov 2024 15:43:11 GMT

I am still having the same problem - talking to one of your agents - after i typed out the issue and explained exactly what was happening, they said "there are no reported issues with the website it may just be on your end" which is just complete nonsense.

It's not an issue on my end. Its an issue on your website and the fact that when im logged in to my account certain pages won't display.

Re: unable to see upgrade options online via app or website

Kingstonza — Wed, 06 Nov 2024 15:52:25 GMT

I am having exactly the same issue and tried calling 150 and speaking to an agent via text and they just keep telling me the website is fine and the problem is on my end. It's not. I've tried multiple browsers and devices, deleting cookies and clearing cache, logging out and back in again.....still only get a blank page with just header and footer when i try explore my upgrade

options

Re: unable to see upgrade options online via app or website

Linzi_H — Wed, 06 Nov 2024 18:32:43 GMT

Hi @Kingstonza

I know you'll be eager to get this all sorted out!

Just for my own understanding, can you see everything else OK within your online account/EE app (such as billing information, plan details etc)? Is it purely the upgrade pages that show blank like this?

Linzi

Re: unable to see upgrade options online via app or website

Kingstonza — Wed, 06 Nov 2024 19:19:19 GMT

Yes everything else I s visible and I can access all the details about ,my plans.
It’s only the upgrade page that is failing

Re: unable to see upgrade options online via app or website

starr777 — Wed, 06 Nov 2024 19:46:17 GMT

Exactly the same as what mine is doing.

Re: unable to see upgrade options online via app or website

Linzi_H — Fri, 08 Nov 2024 08:59:28 GMT

Thanks for letting me know @Kingstonza @starr777

If you can see everything else when logged in, I wouldn't have thought the issue would have been on your side of things, especially if you've tried other devices/web browsers too.

I would suggest calling again and speaking to our technical support team. Ask them to raise a ticket for this to be worked on, or if there is already an open ticket where others are impacted, our team can also flag you are experiencing these issues.

Our team can also go through your upgrade options over the phone, or you are very welcome to head to your local store and have a chat. You can pop in when passing or book an appointment.

Linzi

Re: unable to see upgrade options online via app or website

starr777 — Fri, 08 Nov 2024 09:07:31 GMT

To be honest I had already asked for a ticket to be raised and I don't think it ever was though. That was via the online chat as I gave up trying to phone through.

I managed to upgrade eventually, so I'll have to see what it's like when I come round to upgrading again.

Re: unable to see upgrade options online via app or website

Kingstonza — Fri, 08 Nov 2024 09:15:28 GMT

Thanks for the feedback - although it doesn't really take me any further forward.

I tried calling 150 and was told it was a 20 minute wait. No thanks. And I shouldn't have to go in store to do something that I can do online with another provider in about 5 minutes.

My contract ends in Feb, I'll just switch to Sky where I have my broadband and another mobile account. Their website and app actually do what they're supposed to do and they're glitch free. And their pricing is better.

Good luck to EE getting their website to work. It's a very 1995 problem, but I understand that these things take time.

Re: unable to see upgrade options online via app or website

Linzi_H — Fri, 08 Nov 2024 09:18:45 GMT

If you change your mind then please do reach out @Kingstonza

If not, I wish you the very best of luck with everything and I hope you'll consider us again in the future.

Take care.

Linzi

Re: unable to see upgrade options online via app or website

Linzi_H — Fri, 08 Nov 2024 10:02:05 GMT

Thanks for letting me know @starr777

If you report something like this to our team, then our Guides should absolutely be logging this to be investigated.

If you're ever concerned or unhappy with the service, then you can request to escalate this, and we will follow our Complaints Code of Practice.

I'm pleased you managed to get your upgrade sorted!

Linzi