topic Re: Credit check going in circles in Orders

Credit check going in circles

Atom5 — Mon, 06 May 2024 19:13:20 GMT

So I decided to leave my current provider and join EE, but they’re not exactly making it easy for me.
I chose my plan, added it to the basket, went through all the information screens and entered my details, including the PAC and all my bank account info. Then I clicked on ‘I consent to a credit check’ button and click Continue. Then it takes me straight back to the same page again and I go around in circles. If this is how good EE’s service is then maybe I shouldn’t bother.

Re: Credit check going in circles

James_B — Tue, 07 May 2024 08:46:00 GMT

Welcome to the EE Community, @Atom5 🙂

Are you still seeing the same issue this morning?

James

Re: Credit check going in circles

Atom5 — Tue, 07 May 2024 10:03:40 GMT

Hi James

Thanks for the reply. Yes it was the same this morning. I happened to be walking past my local EE shop this morning so I got it sorted in there. Still annoying that this was happening though, but thanks again for replying so promptly.

Re: Credit check going in circles

James_B — Tue, 07 May 2024 10:51:45 GMT

No problem, @Atom5 🙂

I'm happy to hear you were able to get set up in store.

James

Re: Credit check going in circles

Dan8990 — Wed, 14 Aug 2024 18:45:00 GMT

Same happening with me. I have EE broadband going live in a week. Could trying to swap to EE mobile now be causing an issue?

I have tried different networks/browsers/devices and still seeing the same issue.

Re: Credit check going in circles

Peter_W — Thu, 15 Aug 2024 08:15:31 GMT

Morning @Dan8990, thanks for stopping by the Community.

Just so I can be sure here, has your broadband order already been accepted and it's the mobile order that's giving you this error?

Also are you logged into an account when trying to do this?

Peter

Re: Credit check going in circles

Dan8990 — Thu, 15 Aug 2024 10:49:21 GMT

Hi @Peter_W ,

Yes broadband order is accepted and set for go live on the 21st.

I am logged into my account when trying to place the order.

Thanks

Re: Credit check going in circles

Peter_W — Thu, 15 Aug 2024 11:10:09 GMT

Ahh nice one, it's fantastic to hear that you're coming on board @Dan8990

There's a chance the issues could be linked with the fact your account isn't fully live yet.

If you give our team a call, they should be able to pop this through for you, and also make sure everything is set up with your account as it should be too.

Peter

Re: Credit check going in circles

Dan8990 — Thu, 15 Aug 2024 11:36:08 GMT

Thanks @Peter_W , I'll give them a call shortly. Not the end of the world if I have to wait for things to go live, but just thought I'd get the ball rolling on swapping the mobile over whilst waiting for the broadband 🙂

Re: Credit check going in circles

Peter_W — Thu, 15 Aug 2024 12:08:57 GMT

Thanks @Dan8990.

Let us know how you get on, and if you have any queries in the future you know where we are 😊

Peter