by Walker5 Investigator
Investigator

Why can't I complete an upgrade online? I get a page with the error

I'm trying to upgrade online and I choose my phone, choose the contract, it starts loading the payment page and then I get a white error page that says 'sorry, we are unable to process this request at this time 

1 SOLUTION

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Solution

Re: Why can't I complete an upgrade online? I get a page with the error

Hello @Walker5 thank you for confirming. If the online upgrade service is not working for you customer service can access the account to check why not and also prpcess the upgrade over the phone for you. The numbers to call are 150 from an EE phone or 07953 966 250 from any other.

 

Live Chat also can process upgrades but they are limited in the plans they can offer compared to over the phone:

 

https://community.ee.co.uk/t5/Pay-monthly/EE-Live-Chat-ways-to-chat-online/td-p/527811

 

🙂 

View solution in original post

11 REPLIES 11
by Profile closed
Not applicable

Re: Why can't I complete an upgrade online? I get a page with the error

Hello @Walker5 sorry to hear you are having problems upgrading online. Try another device or browser if you can, or clearing the cookies/history of your current browser then trying again. 🙂

by Walker5 Investigator
Investigator

Re: Why can't I complete an upgrade online? I get a page with the error

Hi, thanks for your reply. I've tried it on 3 different browsers and 3 different devices and it always says the same thing. I tried the online chat that no longer pops up and was told they couldn't help any further and to find 150 who then told me it was only online support who can help 

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by Profile closed
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Solution

Re: Why can't I complete an upgrade online? I get a page with the error

Hello @Walker5 thank you for confirming. If the online upgrade service is not working for you customer service can access the account to check why not and also prpcess the upgrade over the phone for you. The numbers to call are 150 from an EE phone or 07953 966 250 from any other.

 

Live Chat also can process upgrades but they are limited in the plans they can offer compared to over the phone:

 

https://community.ee.co.uk/t5/Pay-monthly/EE-Live-Chat-ways-to-chat-online/td-p/527811

 

🙂 

View solution in original post

by
EE Community Support Team

Re: Why can't I complete an upgrade online? I get a page with the error


Good Morning @Walker5

 

Please do give us a call our upgrades team will look into this for you.

 

Hope you have a lovely weekend and enjoy your upgrade 🙂

 

Thanks, Leanne.

by claudiasfp
New Member

Re: Why can't I complete an upgrade online? I get a page with the error

Don't be Tu be rude but I call BS. It doesntd work neither for me or my husband -or a friend of mine.

 

This is just another sad marketing technique...

 

Really disappointed at EE... Again!

by
EE Community Support Team

Re: Why can't I complete an upgrade online? I get a page with the error

Hi @claudiasfp

 

Thanks for posting 🙂

 

Do you need help with something?

 

What doesn't work for you?

 

If we can help you in community, we will.

 

Thank you

 

Richard

 

🙂

by maclondon Established Contributor
Established Contributor

Re: Why can't I complete an upgrade online? I get a page with the error

Its been like this for over a year - there is no online upgrade shop - they force you to do it all the phone.

by Grand Master
Grand Master

Re: Why can't I complete an upgrade online? I get a page with the error

@maclondon  Yes you can upgrade online.  You can do it via live chat or via your online account.  

by
EE Community Support Team

Re: Why can't I complete an upgrade online? I get a page with the error

Hi @maclondon

 

We've had lots of customers who have successfully upgraded online.

 

If you've been having problems for over a year, it could be a problem with your specific account.

 

I recommend speaking to our technical support team, if that's the case.

 

Or, as @Chris_B suggested, you could speak to our live chat team by logging into your My EE account on a desktop browser.

 

A pop up box will appear when someone is available.

 

Chris 🙂

by PClayts
Visitor

Re: Why can't I complete an upgrade online? I get a page with the error

I have recently had the same problem trying to upgrade my phone.

 

i went to my local EE shop and end up upgrading the phone there.

 

Due to the error, I lost out on cashback on one my cashback apps (£83 Lost).

 

While the young lad who process my new phone was very helpful, I could have got the same deal online if it had worked (and cashback). ☹️

 

 

by
EE Community Support Team

Re: Why can't I complete an upgrade online? I get a page with the error

Hi @PClayts,

 

Welcome to the EE Community. 🙂

 

I'm sorry to hear you had problems upgrading online.

 

Have you reported this issue to our Customer Care Team?

 

Thanks

 

James

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