topic Re: Stuck at checkout in Orders

Stuck at checkout

Malky7319 — Sat, 01 Oct 2022 17:31:55 GMT

Been trying for two days to add a ps5 to my monthly plan. Details all correct. Enter a security pin and tick terms and conditions box. Click next and it wont move past that stage. Just spins as if it's trying to process. Tried on more than one device and network and just the same.

Any help would be appreciated.

Re: Stuck at checkout

Christopher_G — Sun, 02 Oct 2022 08:10:05 GMT

Hi @Malky7319

Welcome to the community.

Thanks for trying another device. I would recommend calling 150 to try and get it added.

Chris

Re: Stuck at checkout

Malky7319 — Sun, 02 Oct 2022 17:29:01 GMT

Thanks Chris. I didn't realize you could add one to your plan over the phone. I'll call tomorrow

Appreciate the reply.

Re: Stuck at checkout

Malky7319 — Mon, 03 Oct 2022 13:34:17 GMT

Hi Again

Called 150 today as advised and they stated that they can't do anything over the phone it has to be purchased online. They said if I call back they would raise a ticket but that it wouldn't really solve the issue. The only suggestion was to delete my internet history and cookies which I did and still the same outcome. Also tried a colleagues phone with a different browser half an hour ago and exactly the same, just spinning and not progressing past the checkout phase. This is now the fourth day of trying to get a ps5 with no joy. Really don't think there is much else I can try to be honest but I'm all ears if there's any way around this.

Thanks

Re: Stuck at checkout

James_B — Mon, 03 Oct 2022 14:27:37 GMT

Hi @Malky7319,

Before you call back to raise a support ticket, please can you try making the purchase via an incognito/private tab in your web browser and let me know if you see the same issue?

Thanks

James

Re: Stuck at checkout

Malky7319 — Mon, 03 Oct 2022 17:21:24 GMT

Hi James

Just tried incognito tab in chrome and private tab in edge and same result. What would the procedure be if I raised a ticket? Would it help?

Thanks for the reply

Re: Stuck at checkout

Leanne_T — Tue, 04 Oct 2022 07:18:05 GMT

Hi @Malky7319

The team will go through everything with you and once the ticket is raised this can be investigated to get this resolved for you.

Leanne.

Re: Stuck at checkout

Malky7319 — Thu, 06 Oct 2022 17:58:26 GMT

Hi Leanne

Was on the phone today with EE for quite a while. Asked to raise a ticket. They then put me on hold and spoke to the specialist team (I think that's what they were called). They then came back to me and advised that I do this through the app and not your website. They said it could be a stock issue (they're in stock and go into my basket) or that it might be due to the high number of people on the site at that time (I've tried for a week even at 4am so I doubt that's the case) Then get a text informing me that the case has been closed. Tried through the app and exactly the same outcome as before. I guess I'm going to have to save up for one and forget about adding to my plan through EE. Very frustrating.

Re: Stuck at checkout

Christopher_G — Fri, 07 Oct 2022 08:37:42 GMT

Thanks for getting back to us, @Malky7319

I've sent you a private message to get some information from you.

Thanks

Chris

Re: Stuck at checkout

Malky7319 — Fri, 06 Jan 2023 08:02:17 GMT

[Mod edit: Please don't post your address in this public forum. Thanks]

Re: Stuck at checkout

jxsh12 — Thu, 05 Jan 2023 18:59:08 GMT

Hi,

I'm having the exact same issue, phoned up and said there is nothing they can do, could I have a hand?

Re: Stuck at checkout

James_B — Fri, 06 Jan 2023 08:03:02 GMT

Hi @jxsh12,

Welcome to the EE Community. 🙂

What issues are you experiencing when trying to place an order?

James

Re: Stuck at checkout

jxsh12 — Fri, 06 Jan 2023 11:52:50 GMT

Hi James,

I can add it to my basket but once I have filled out my details on the checkout page and press next it doesn't go any further. I've tried clearing my cache, using incognito browser, different devices and I get the same result. I have called up as well and they said I was eligible for one.

I think many have had the same issue just can't seem to find an answer.

Re: Stuck at checkout

James_B — Fri, 06 Jan 2023 12:54:29 GMT

Hi @jxsh12,

Please could you try a different web browser and let me know if you see the same issue?

Thanks

James

Re: Stuck at checkout

jxsh12 — Sat, 07 Jan 2023 00:08:22 GMT

I've tried 3 different browsers now, still having the same issue.

Re: Stuck at checkout

jxsh12 — Sat, 07 Jan 2023 01:56:46 GMT

When I changed the delivery from store to home, it let me order, not sure why you can't to store but seems to be sorted.

Re: Stuck at checkout

Leanne_T — Sat, 07 Jan 2023 08:29:43 GMT

Thanks for letting us know, I'm sorry this store was not an option for the delivery for you @jxsh12

Leanne.

Re: Stuck at checkout

Tboorer — Thu, 26 Jan 2023 11:05:53 GMT

The same problem is happening to me. It’s a year on from this post and the EE app is awful. It is slow and glitchy. You’d think such a big company that specialises in communications would have this figured out!

Re: Stuck at checkout

James_B — Thu, 26 Jan 2023 11:10:01 GMT

Hi @Tboorer,

Welcome to the EE Community. 🙂

What problems are you experiencing with the EE app?

James

Re: Stuck at checkout

Gemzelizabeth21 — Fri, 07 Jun 2024 11:10:45 GMT

Did you get this sorted? I've had the same issue