Can't upgrade due to login loop...

[Khane]

So...

I'm due an upgrade (since august but this problem persists), I login to the EE website, I click the upgrade button to begin, I'm then met with the message "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do", but I'm already logged in no? Correct, I'm still logged in but I can't get to the upgrade menu, okay I'll try shopping for new instead of upgrade, I get met with the same message "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do".

I'm stuck in an endless loop of not being logged in, dispite being logged in without any option to upgrade.

Thanks.

[Michael_D]

Hi @Khane 

Thanks for coming to the community.

I can understand your frustration at being caught in the loop when you want to get your hands on a new phone.

Have you been able to try clearing the cookies and cache from your browser, or trying from another browser or device to see if that gets you any further?

Do you have the EE app to see if the same thing happens?

Michael

[Khane]

I've tried on Edge, Chrome & Firefox on 2 seperate PCs, Chrome on my android phone and via the EE app on 2 seperate android phones it's the same on all of them, need to login even though I'm logged in.

[Soapdish928]

Hello Michael,

I'm in the same situation as Khane. I'm ready for upgrade but in the same loop. Have tried multiple browsers, clearing caches, tried the App. All fail with the same loop. Basically the EE backend is  ot connected correctly the frontend for clients due upgrades. 

I don't want to go to store. I don't want to upgrade by speaking to a representative. Especially when the prices quoted on the phone are the most expensive combinations. 

Basically the EE website is broken. Unless I can buy an upgrade online, I'm going to have to leave EE and head back Vodafone. 

Please sort this out. It's a joke.

[Cookie7049]

Hi,

I'm having the same issue as well tried different browsers and still no joy. 

I did speak to the EE guide but hasn't fixed the issue. 

[Khane]

Bump

[Peter_W]

Hi again @Khane, with this issue are you noticing similar if you try to view other areas of your account, or is it only when opting to upgrade?
Peter

[Khane]

Essentially anything to do with the shop, can't upgrade, can't even view what's availble in new devices or sim deals.
There's something wrong with the website as mentioned by Soapdish928 above. 

[Leanne_T]

Hi @Khane 

Thanks for coming back to us. 

Do you get an error message when trying to view upgrade details and new devices? 

How long has this been happening? 

Have you tried another web browser? 

Thanks 🙂

Leanne.

[Khane]

Not to sound rude, but all of your questions were answered above.