topic Re: Cant add to Basket in Orders

Cant add to Basket

MattCartledge — Thu, 28 Nov 2024 10:09:30 GMT

I'm trying to add a PS5 Pro to my account, but it always comes up with "something went wrong". I've also tried adding a Pay Today to my basket but it always comes up eith error messages.

I've tried logging out and doing it that way, but still no change and checked other products to see if its only the PS5 that isn't working, but nothing else is either.

Anybody else experiencing this?

Re: Cant add to Basket

Ali_A — Thu, 28 Nov 2024 13:27:09 GMT

Hi @MattCartledge

Welcome to the Community.

Have you tried using an alternative browser, such as Chrome or Firefox?

If you're not able to use a different browser, try logging out then clearing the browser cookies and log in again.

Ali

Re: Cant add to Basket

MattCartledge — Thu, 28 Nov 2024 20:09:06 GMT

Hi @Ali_A

Thank you for the reply! I tried using a few browsers and also cleared the cookies as you suggested, but I'm still getting the same outcome.

If you have any other suggestions, I would appreciate it!

Cheers!

Matt

Re: Cant add to Basket

Katie_B — Fri, 29 Nov 2024 09:57:13 GMT

Hi @MattCartledge.

Thanks for trying.

What other products have you tried adding?

Katie

I've just tested this and can successfully add products to my basket.

Re: Cant add to Basket

Mady2 — Fri, 29 Nov 2024 22:43:51 GMT

Same problem I can’t add a Tv to my basket

Re: Cant add to Basket

MattCartledge — Sat, 30 Nov 2024 00:04:28 GMT

Hi @Katie_B

I've tried everything else, from headphones to tablets, I just simply can't add anything to my basket or pay monthly with contract 🙃

Thank you!

Matt

Re: Cant add to Basket

liamb2001 — Sat, 30 Nov 2024 08:44:07 GMT

I have this exact same issue on the app and on the websites on any browser it's very annoying

Re: Cant add to Basket

Ali_A — Sat, 30 Nov 2024 12:56:18 GMT

@MattCartledge

Thanks for the information.

Can you give our Customer Service team a call so they can check there isn't a block in place and check eligibility on your account?

Ali

Re: Cant add to Basket

ASM1991 — Sat, 21 Dec 2024 10:30:18 GMT

I'm having this same problem right now. Did you manage to fix it?

Re: Cant add to Basket

Gaby85ro — Sat, 04 Jan 2025 11:34:01 GMT

Same issue on the app and on the websites on any browser. Someone’s managed to fix it ? Thanks

Re: Cant add to Basket

Peter_W — Sat, 04 Jan 2025 15:15:56 GMT

Hey there @Gaby85ro, what is it you're trying to purchase here?

What exactly is happening when you try to add these items too, and are you logged into your account?

Peter

Re: Cant add to Basket

Gaby85ro — Sat, 04 Jan 2025 16:43:49 GMT

Doesn’t matters what I’m trying to buy, every time I’m getting this message . Thanks

Re: Cant add to Basket

Peter_W — Sun, 05 Jan 2025 09:08:52 GMT

Thanks @Gaby85ro, if you select the basket icon in the top right will it display the product you've selected and give you the option to check out?
Or does this navigate back to the same error?
Peter

Re: Cant add to Basket

Gaby85ro — Sun, 05 Jan 2025 09:28:30 GMT

It is very annoying

Re: Cant add to Basket

Peter_W — Sun, 05 Jan 2025 09:46:51 GMT

Thanks for giving that a try @Gaby85ro.

If you're still seeing these errors, I'd definitely recommend reaching out to our technical team so we can check over how your account is set up at our end.

Peter

Re: Cant add to Basket

Gaby85ro — Sun, 05 Jan 2025 11:17:26 GMT

Thank you, I’ve been in touch with someone yesterday to order my new watch and he said I will get a phone call later on from special department about this issue. After 1 day I’m still waiting:) that phone call

Re: Cant add to Basket

Peter_W — Sun, 05 Jan 2025 11:22:39 GMT

I'm glad to hear that you managed to get a new watch ordered here @Gaby85ro.

If we've had to raise a ticket to investigate the basket issue further, we do usually recommend up to 5 working days for this to be investigated.

I'm confident you'll hear something back though, so please keep an eye out 😊

Peter

Re: Cant add to Basket

Gaby85ro — Sun, 05 Jan 2025 11:33:45 GMT

I will. Thank you

Re: Cant add to Basket

Mwdoherty94 — Thu, 16 Jan 2025 14:41:23 GMT

Did anyone get a resolution on this?

Re: Cant add to Basket

Leanne_T — Thu, 16 Jan 2025 16:40:53 GMT

Hi @Mwdoherty94

Thanks for posting 🙂

What are you trying to order? Do you get the error message 'something went wrong' as previously mentioned in this thread?

Also, do you have a pay monthly mobile account?

Speak soon 🙂

Leanne.