Can't add additional line.

[ReginaT]

Hello,

for the past few days I have been having issues trying to be able to get an additional line on EE Website or App.

Once I login to my account I can see my profile, bills, add accessories etc however once I click on ''My Shop'' and click on any items I get redirected to https://shop.ee.co.uk/auth/my-shop page and that's it. No matter what I do it just send me to the page and shows nothing.

I was on a call with EE trying to fix this, they can't seem to find what is causing this(weird).

I understand EE can do an additional line over the phone however I do want to fix this issue. I have tried different browsers, devices, data providers, cleared cookies, cache - same old.

Is there anyone that have run into this issue and found a solution to it?

Many thanks.

[davidtoft]

Im sort of pleased this thread is going. I wasted half an hour last night trying to get my 10% discount added to an additional (new) sim i was buying. Every time I add it to the basket it takes me to the upgrade page and nothing goes in basket. If i add the same sim without customer discount it’ll go in the basket!

This sadly isn’t the only terrible website ive encountered in the past month with regards to purchasing stuff, and it’s amazing EE have known about this for months yet haven’t devoted the IT resources to actually fix it. To reiterate, i can see my 10% discount in front of my eyes, it’s there, click buy and i get sent to my upgrade page ! Doubt this is the most difficult thing an IT department would have to solve 

[James_B]

Hi @davidtoft,

Welcome to the EE Community. 🙂

I'm sorry to hear you are having issues placing your order online.

Our Customer Care Team will be happy to help if you get in touch.

Thanks

James

[chloesimpson_88]

I am having the same issue! And this is exactly what I did 😩 wish I never changed my address now 

[Katie_B]

Hello @chloesimpson_88. 

I am sorry to hear your having problems with adding another line to your account. 

Please give us a call so our customer care team can help further. 

Katie 🙂

[DirkPitt]

Unfortunately they can’t you have to wait the 30 days, after that the upgrade options and purchasing an additional line returned. 

[JHaggan]

I don’t work for EE, however I have in the past had experience with a similar problem related to adding a line or adding an existing line to an account. 
The error can occur if you are trying to add another line or take out an additional line before the first bill is paid. This is a security clause to ensure that the new contract is fulfilled on the customers end by paying. 
It may allow you once the first bill has paid or after 30 days has elapsed and the account is on good grounds i.e, bill paid in full on time. 

I could be wrong but I hope this helps people. 

[ApertureV2]

I am having the exact same issue!

i actually had the new line & device in basket one evening and hesitated on ordering. The Website timed out and when I logged back in wanted to change the device plan. Removed the basket item and then could not get back to additional line, only the loop back to My Shop

frustrating to say the least!

[Leanne_T]

Hi @ApertureV2

Thanks for coming to the community. 

Have you tried another web browser? 

Leanne.

[ApertureV2]

I have tried EDGE, EDGE Incognito, Safari.

On another Laptop I tried EDGE, FireFox etc.

Same on my iPhone

It’s 100% not the browser!

[Katie_B]

Thanks for getting back to us @ApertureV2. 

Does this happen if you select a different phone?

Katie.