Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Unable to upgrade online

eprior77
Investigator
Investigator

‎01-06-2023 09:37 PM

I am trying to upgrade 4 phones on my family account, however, when I try on the EE app, online through google chrome and Microsoft edge I keep getting this error message - 'Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do'.   I can get onto my account and see billing etc, however, it's just when I try the upgrade option it brings up this error.  I did call yesterday and they said to try changing my password which I did but that didn't help.  The guy I spoke to did say it was a problem at EEs end and that I would need to wait till they resolve it.  Is anyone else getting this error message?

0 Helpful
8 REPLIES 8
Christopher_G
EE Community Support Team

‎02-06-2023 08:39 AM

Hi @eprior77 

Welcome to the community.

Could you try doing this on a different device or browser this morning please? Let us know if you're still having the same problem.

Chris

0 Helpful
eprior77
Investigator
Investigator
In response to Christopher_G

‎02-06-2023 09:58 AM

I have tried it on different devices and browsers and the same message keeps coming up.  

0 Helpful
Christopher_G
EE Community Support Team
In response to eprior77

‎02-06-2023 10:02 AM

OK, thank you @eprior77 

I recommend speaking to our technical support team so they can look into this further with you.

Chris

0 Helpful
eprior77
Investigator
Investigator
In response to eprior77

‎02-06-2023 10:02 AM

Screenshot_2023-06-02-10-01-23-85_40deb401b9ffe8e1df2f1cc5ba480b12.jpg

 this is what's coming up 

0 Helpful
bazza12
Established Contributor
Established Contributor

‎02-06-2023 10:03 AM

I have the exact same issue here I don’t no why 

0 Helpful
eprior77
Investigator
Investigator
In response to Christopher_G

‎02-06-2023 10:06 AM

Hi @Christopher_G 

I did call other day and was put through to the technical team.  The person I spoke to said to change password which I did - still getting problem.   He then said its a problem at EEs end and I would have to wait until they have fixed it.  

DisasterGeek
Visitor

‎19-07-2023 03:48 AM

same issue and from all the identical posts spanning years with the exact same issue with no fix their side means ill probably look elsewhere for what should be the most simple thing in the world, a working website.  whats the point of a long time broken website when its main job is to let people choose upgrades and the likes, that should have been fixed in days and its currently been years with no fix.

Leanne_T
EE Community Support Team
In response to DisasterGeek

‎19-07-2023 07:02 AM

Hi @DisasterGeek 

Thanks for coming to the community. 

Do you get an error message as soon as you select upgrade in your My EE? 

If so, how long has this been happening? 

Have you tried changing the password for your My EE? 

Leanne 🙂

0 Helpful