topic Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade ... in Contracts & Billing

Unfortunately, we couldn't log you in, but you can still buy or upgrade ...

Cornholi0 — Fri, 20 Dec 2024 09:35:07 GMT

My contact term ended at the start of this month, but trying to get a new deal via the website just isn't happening. After I log in and sit SIM Only plans or the "your upgrade is waiting" link, I just get taken to https://ee.co.uk/what-do-you-want-to-do-today with a message of

"Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do"

Looks like this has been an issue for lots of people since 2022 - will it ever be fixed?

I've tried 3 different devices - Windows laptop (Chrome and Edge), my S24 (Chrome and EE app), and Macbook (Chrome and Safari). All do the same thing. Looks like it'll be easier (and cheaper) to get a plan with another provider...

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade ...

Rach_H — Fri, 20 Dec 2024 12:04:28 GMT

Hi @Cornholi0,

Welcome back to the Community!

We don't want you to have any trouble completing your plan change, so I'd recommend giving our team a call, and they will be able to help you to get this sorted.

Rach

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade ...

Cornholi0 — Fri, 20 Dec 2024 13:15:02 GMT

Thanks. Are these issues getting reported to the web team as it's obviously been a failure on the website for a few years now (there's similar posts here going back to 2022), and I expect EE's lost out on more than a few customers due to the lack of functionality?

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade ...

Rach_H — Fri, 20 Dec 2024 15:53:14 GMT

We aren't always able to raise these from here @Cornholi0 as we would need account details to be able to do so, but if you mention this to the team when you speak with them, then they will be able to log this, and work to get this recitified.

Rach

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade ...

Mom2 — Sat, 21 Dec 2024 14:15:15 GMT

I'm having the exact same issue today, 21 Dec 2024. I do NOT want to call 150; I find it very frustrating to deal with the people on that service end. A quick google search shows this problem has been occurring for quite a while now. Why in the world should I rely on EE overall service if it cannot even fix its own website for upgrading?

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade ...

Mom2 — Sat, 21 Dec 2024 14:16:44 GMT

Now that answer REALLY makes no sense - again, how can EE expect us to think it is a realiable service if its support community cannot flag issues for the web deverlopers?

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade ...

Christopher_G — Sat, 21 Dec 2024 14:49:22 GMT

If you're unable to upgrade online, it often points towards a problem with your account, @Mom2

That's why we ask you to call, so that the customer support team can check everything over, and raise it internally to try and get it fixed, if needed.

Chris