topic Re: Stuck at order checkout - Personal Details Error in Orders

Stuck at order checkout - Personal Details Error

AlexGrahamBell — Mon, 20 Mar 2023 21:40:25 GMT

When I input my details in the 'Personal Details' section of the checkout I get the following warning modal (screenshot attached) which indicates that one of the fields was left blank or incorrect. I am certain that I have filled out all the fields correctly but I keep getting this warning message which prevents me from completing my order. I have been trying most days for nearly a week now to do so.

I cannot complete my order over the phone ( I tried this, but the discount code I am applying can only be applied online ).

I have tried 3 different browsers, incognito mode, clearing cookies, history, and local storage. No result.

I have tried checking out without the discount code applied, to see whether this was causing the problem. The same problem still exists.

I called support on 150, who said that they were aware of some issues which should be fixed later that day and to try again later. This was 5 days ago now and the same problem still persists. I doubt that the issues they mentioned were related to this. I see someone else reported this problem a few years ago and there is no solution proposed on the thread - https://community.ee.co.uk/t5/Orders/Unable-to-continue-checkout-process/td-p/832481

Please could you help me with this?

Thanks

Re: Stuck at order checkout - Personal Details Error

Katie_B — Tue, 21 Mar 2023 08:04:09 GMT

Good morning @AlexGrahamBell.

Thanks for coming here and flagging this with us.

Have you tried using WiFi and data?

Do any fields in particular go red or do you just see this error?

Katie

Re: Stuck at order checkout - Personal Details Error

AlexGrahamBell — Tue, 21 Mar 2023 13:48:47 GMT

Hi @Katie_B - Thanks for the response. Yep, I've tried WiFi and data. No fields are highlighted in red. The error appears at the top but none of the inputs are highlighted.

Re: Stuck at order checkout - Personal Details Error

Katie_B — Tue, 21 Mar 2023 14:06:44 GMT

Thanks for getting back to me

Could you please confirm your D.O.B is in the correct format @AlexGrahamBell ?

Katie

Re: Stuck at order checkout - Personal Details Error

AlexGrahamBell — Tue, 21 Mar 2023 19:38:06 GMT

@Katie_B Yes, all dates are the correct format.

Re: Stuck at order checkout - Personal Details Error

Christopher_G — Wed, 22 Mar 2023 07:55:45 GMT

I know you've mentioned trying different browsers etc, @AlexGrahamBell. Are you able to try doing this on a different device?

Chris

Re: Stuck at order checkout - Personal Details Error

nigelapt — Thu, 28 Nov 2024 14:50:04 GMT

I have the same issue and cannot complete checkout.

The fields are filled in correctly. It does not show which fields are incorrect.

Have tried it 3 times now and given up - the site as a whole is very poor and constantly logs you in and out for no reason, or jumps to other pages.

The web site is very poor.

Can

Re: Stuck at order checkout - Personal Details Error

Alex_H — Thu, 28 Nov 2024 17:31:11 GMT

Hi @nigelapt,

Welcome to the EE Community

I am sorry you are having an issue with the website checkout at the moment. Have you been able to try different browsers and devices to confirm nothing there is causing the issue?

Alex

Re: Stuck at order checkout - Personal Details Error

Matt_124 — Thu, 28 Nov 2024 17:46:36 GMT

Did you use any kind of auto-fill/autocomplete to complete the fields or did you type it all in manually?

If using auto-fill, go back and take a letter off the end of each of the boxes and retype it or just the ones which appear in yellow or appear as highlighted.

Re: Stuck at order checkout - Personal Details Error

nigelapt — Thu, 28 Nov 2024 18:01:30 GMT

Thanks Matt

I did that too.

Thought it was the prepopulated address but entered it manually ensuring a green tick appeared after each line and still same issue. Tried on iPAD too and same issue.

As with a lot of EE services. Promises a lot but fails to deliver.

Re: Stuck at order checkout - Personal Details Error

nigelapt — Thu, 28 Nov 2024 18:03:59 GMT

Yes. The issue is your website. Quite a few other users are having similar issues.

Also browsing to https://ee.co.uk/bills-payments/mobile/your-bills repeatedly fails to show the bills.

Really fed up with the shoddy service.

Re: Stuck at order checkout - Personal Details Error

Alex_H — Fri, 29 Nov 2024 10:09:00 GMT

@nigelapt Thank you for confirming what you have tried, I understand it can be frustrating I am sorry you are having this issue. I would recommend giving our team on 150 a call to advise of the issues you are having and they can run some checks and raise a ticket to investigate the issue.

Alex

Re: Stuck at order checkout - Personal Details Error

RichG7 — Sat, 21 Dec 2024 18:34:38 GMT

I’ve got the same issue. I’ve tried on a google pixel and iPad. Is there a resolution? I’m trying to sign up for a contract to give you guys money for 18 months.

cheers

Re: Stuck at order checkout - Personal Details Error

Christopher_G — Sun, 22 Dec 2024 09:19:59 GMT

Hi @RichG7

If you've tried on a couple of different devices, it sounds like it could be an issue with your account. I recommend speaking with our Mobile Care team so they can look into this and help you get your order through.
Chris