topic Re: whenever I go to upgrade my broadband I get an error in Broadband & Landline

whenever I go to upgrade my broadband I get an error

ninjatiger26 — Tue, 01 Apr 2025 22:52:11 GMT

hello,

ive tried talking to support they just tell me to call sales to hear their deals. ive logged a complaint that no one replies to.

I got an email upgrade broadband early for great deals. but whenever I go via the email, or upgrade through myEE etc all I get is

Sorry, something went wrong on our end

We’re working to fix this. Please try again later.

been like this for months now and no one seems to have a clue or care - any ideas?

thanks 🙂

Re: whenever I go to upgrade my broadband I get an error

Chris_S — Wed, 02 Apr 2025 08:20:48 GMT

Hi @ninjatiger26 It's great news to hear that you're looking to upgrade your broadband, although I'm sorry to hear that you're having issues getting it upgraded.

Do you get that error message as soon as you enter your My EE account, or at a different point?

Chris S

Re: whenever I go to upgrade my broadband I get an error

ninjatiger26 — Wed, 02 Apr 2025 19:40:18 GMT

soon as I click the upgrade button. does the getting account info, then getting personalised deals then throws that error up

Re: whenever I go to upgrade my broadband I get an error

robh661 — Wed, 02 Apr 2025 20:44:09 GMT

That error has been complained about every time I look in here.
But EE do nothing about it.
So you’re not alone, but it’s a never ending battle.

Re: whenever I go to upgrade my broadband I get an error

ninjatiger26 — Wed, 02 Apr 2025 22:43:55 GMT

I did notice there are variants of this. its bed I even logged it to the complaints dept and they ignore me too - im told I can call sales if wanted but I rather look and decide what to do - think ill wait until 2yrs is up and go elsewhere. I mean the £20 off your EE contract isn't a big woop when most tariffs are not avail. so would be same as id spent if didnt have the discount - sorry ranting now lol

Re: whenever I go to upgrade my broadband I get an error

robh661 — Thu, 03 Apr 2025 08:39:39 GMT

We've all been there, a few of us, me included got an email offering a free upgrade to avoid this years price increase.

But that turned out to be a error on their part.

So your rant is justified.

Re: whenever I go to upgrade my broadband I get an error

ninjatiger26 — Thu, 03 Apr 2025 13:06:50 GMT

I had similar. Their support is non existent. It’s a very overpriced low grade service.
I regret moving from bt as my contract would have been up shortly 1 year to go.

oh well guessing that this problems here to stay as they have no fixes for anyone

Re: whenever I go to upgrade my broadband I get an error

ninjatiger26 — Thu, 03 Apr 2025 13:07:20 GMT

Any input or advice?

Re: whenever I go to upgrade my broadband I get an error

Linzi_H — Thu, 03 Apr 2025 15:28:31 GMT

Hi @ninjatiger26

If our Customer Service team has advised you to speak with our Sales team, then this will be the best advice currently if you're unable to access the offers online.

I'm disappointed to hear you've had no response to your complaint. Did you open this over the phone, or submit this online?
If this was over the phone, you can request to escalate your complaint to a team leader if a Guide is unable to help further. Or if this was online, the current timescale for a response is at least 7 days.

The quickest way to discuss and get an update about your complaint is to call us directly.

Linzi

Re: whenever I go to upgrade my broadband I get an error

Moose__UK — Thu, 03 Apr 2025 19:19:31 GMT

I've also been getting this error since about June last year. Been passed between sales, offline team, retentions, pretty much everyone!

I've had different stories told to me. Error on the account, old BT systems not speaking to EE systems, setup on the old EE system and not the new one... They're just a few that I can remember off the top of my head.

Spent 3 months trying to cancel digital voice as it would never work. This "fault" stopped them doing that, was told I'd be credited the 3 months that I was trying to cancel. That never happened.

Contract is up in September, so walking away from this mess.

Re: whenever I go to upgrade my broadband I get an error

ninjatiger26 — Thu, 03 Apr 2025 19:46:58 GMT

Hi the complaint was submitted online a month ago. Almost 1.5 now. Chased many times and nothing. Talking to chat and being fed total rubbish that this isn’t a technical issue just call sales.

with all due respect I appreciate I can contact the sales team on the phone. But I’d rather look at my options. Have a think and decide what I will do. However, if EE can’t even manage their own systems or deal with a basic issue rather ignore me do I want to give them my business?

I won’t be upgrading now. When renewal for broadband is up I’ll take mobile and that elsewhere.

Re: whenever I go to upgrade my broadband I get an error

robh661 — Thu, 03 Apr 2025 19:58:32 GMT

I’ve got a year left, and then I will look into switching away from EE, as compared to BT as people are saying it’s a very poor service.

Because I’ve had YouFibre knocking on my front door a few times, and their baseline speed for my area is something like 2gb with a top speed of 8gb.

The last time I did try and do an upgrade to wi - fi 7, the guide actually convinced me it would be a waste of £10 a month as the devices I had were only wi - fi 6, and wouldn’t get the speed increase.

Re: whenever I go to upgrade my broadband I get an error

ninjatiger26 — Fri, 04 Apr 2025 23:14:13 GMT

I’d just go buy a router outright. Far better than anything we or other provider will give you.

back to the main issue. I love how we support/ community give a half reply on here but never follow through on this issue. It’s like EE dirty secret.

I need to find another network I can get my free Apple Music on and I’m gone. That’s on a monthly roller. The internet will wait for a year. Overpriced and under supported.

Re: whenever I go to upgrade my broadband I get an error

ninjatiger26 — Thu, 10 Apr 2025 23:05:49 GMT

so they ignored this again I see

Re: whenever I go to upgrade my broadband I get an error

Peter_W — Fri, 11 Apr 2025 10:03:33 GMT

Good morning @ninjatiger26.

Have you still not had any updates on the complaint that you raised, or have you spoken with anyone since your last update here?

Whilst we don't have access to accounts via these forums, I definitely want to make sure that we're doing all we can to support you with this.
Peter

Re: whenever I go to upgrade my broadband I get an error

robh661 — Fri, 11 Apr 2025 13:37:28 GMT

They will do. Because they don’t want people to upgrade for a cheaper price.
For example the 1.6gb service for £69.99 based on the tv ad.
I’m getting 900mb / 110mb which is the same speed as my old BT broadband, but I’m also paying £30+ for the slower speed.

Re: whenever I go to upgrade my broadband I get an error

ninjatiger26 — Thu, 24 Apr 2025 23:12:02 GMT

nope not a word I had one call from the complaints team, but they called while I was at work all attempts to get through were useless.

I think ill just give up ride it out until its renewal and move to another isp

Re: whenever I go to upgrade my broadband I get an error

Peter_W — Fri, 25 Apr 2025 09:57:03 GMT

@ninjatiger26 Normally with a complaint we'll try a few attempt to get in touch, so you should absolutely get an update.

If any complaint is closed, we can reopen these at any point within 28 days, too.

Peter

Re: whenever I go to upgrade my broadband I get an error

ninjatiger26 — Wed, 30 Apr 2025 00:02:41 GMT

im still waiting so not expecting much in all honesty.

Re: whenever I go to upgrade my broadband I get an error

Michael_D — Wed, 30 Apr 2025 08:49:48 GMT

I would have expected you to have heard something by now @ninjatiger26.

The best thing I can suggest would be to speak to our customer services guides so they can check the complaint status to see what is happening, and if they need to, get it chased for you.

Michael