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.

[crescenzo]

EE Service Bot

 at 20:23, Apr 23:

We're sorry, our customer care chat agents are currently offline. Our usual opening times are 9am-6pm

[Leanne_T]

Hi there @crescenzo

Our opening times may vary at the moment, but we do have some chat teams available until 11pm I have sent you a private message for some details.

In regards to your account please get in touch with us when you get a chance our Mobile Care team will be able to help 🙂

We're doing everything we can to help our customers and look after the wellbeing of our people during the Coronavirus outbreak.

Our contact centres in the UK and Ireland are open to help keep you connected, but we have fewer people available to take your calls. 

Leanne.

[Downandout]

Website is a joke!!! I want to order a iPad for my daughter, and add this to my account. Every time I find what I want, the website asks me to log in and redirects me to the upgrade page!! What the hell!! I don’t want to upgrade, I want an additional line!!! I also have no time to hang about trying to phone EE to order over the phone, as this has gone wrong in the past so many times!!! How can you order online if you already have an account!!!!! Looks like I’ll have to get the iPad from Vodaphone or similar. Ridiculous!!!

[Jon_K]

Hi @Downandout.

Are you able to try using a different browser?

Our Sales Team will be able to help you get this added to your account.

Jon

[Downandout]

Tried different browsers, on mobile and PC. I’d rather not phone your sales team, as I have done that in the past and have no time to hang about for hours trying to get through to the right department, then listen to the music, then listen to some more music, then get through to someone who finally forwards me to someone else.... and then have the call cut off half way through the conversation. Why is the web shop not working in my case?

[KVX]

I had this same issue a few months ago. It turned out there was a glitch in the system which resulted in my account being marked "not eligible" for additional lines.

There could be a number of reasons why that might happen:

- already haveing multiple lines (contracts)

- regularly being late on bill payments

- owing money to EE

- recent change of personal details (name address etc - you must wait 30 days from the day you submitted your new details)

I had none of those, spoke to an agent over the phone who checked my account and deleted the "not eligible" mark. Straight away the problem gone away and I was able to purchase an additional line/device online.

Give them a ring, there is no other way to fix this.

[gewk1]

Have similar problem cannot add a pay as you go other phone on my account, not get an app on the second phone, have tried by chat and emails to work it out but till now no result, the phone is now not able to make calls.

[Katie_B]

Hello @gewk1. 

Thanks for coming to the community. 

Are you looking to change a pay as you go line to a pay monthly line under an existing account?

Katie.

[DirkPitt]

Im having the same problem, updated my address a few days ago and now have lost the option to purchase an additional line.

Does phoning make any difference or do you still have to wait 30days for the website to update.

Thanks

[James_B]

Hi @DirkPitt,

Welcome to the EE Community. 🙂

Our Customer Care team will be happy to check your eligibility for an additional line if you get in touch.

Thanks

James