topic Cant log me in when trying to upgrade in Orders

Cant log me in when trying to upgrade

Af2345 — Tue, 14 Jan 2025 12:32:15 GMT

Ive been trying to upgrade for the past three or four days, however once I log in to upgrade an error message stating ''Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do.'' pops up. I have tried four different devices, three different internet browsers and even using VPN, nothing seems to be working. What can I do to actually access my personalised upgrades? I want to buy a new phone but these problems are slowly making me want to change my mobile network

Re: Cant log me in when trying to upgrade

Leanne_T — Tue, 14 Jan 2025 14:30:47 GMT

Hi there @Af2345

Thanks for coming to the community, I am sorry you are getting an error when trying to access your upgrade options.

As you have tried other browsers and the error remains, please get in touch with our mobile guides on 150. They will get the account looked into and get a support ticket raised for the online error message if needed.

Let me know how you get on 🙂

Leanne.

Re: Cant log me in when trying to upgrade

Af2345 — Tue, 14 Jan 2025 15:04:44 GMT

Hi yes I rang the number and the person on the phone said theres nothing they can do about it and I just have to wait until it starts working. Yet even weeks ago when i checked it was like that and for past 3 days it has been the same

Re: Cant log me in when trying to upgrade

Leanne_T — Tue, 14 Jan 2025 15:41:19 GMT

Hi @Af2345

Thanks for coming back to me.

The team should have been able to raise a support ticket for the online account if they were unable to resolve this for you and go through your upgrade options.

I would suggest getting back in touch to see if this can be completed for you.

Thanks.

Leanne.

Re: Cant log me in when trying to upgrade

salsasam — Sun, 26 Jan 2025 21:37:15 GMT

Did you ever get this sorted as I have the same issue?

Thanks

Re: Cant log me in when trying to upgrade

Sharonguy39 — Tue, 18 Feb 2025 17:24:58 GMT

I also have the same issue its very annoying, ee seems to be going bad, such a shame i have been with them 23 years maybe time for a change