Add to plan.

[D-S-K]

I am trying to add a piece of tech to my plan. 

For 4 days now I have tried the app, website (multiple browsers) and spoken to someone on 150 (they couldn't add to plan over the phone).

Each time I get the the payment details part it either declines my card (funds are available) or accepts and open next screen to accept terms. If it goes to next screen, it will refresh to an empty basket after a couple of seconds. 

If this cannot be resolved before Friday (payday) I will simply pop to Currys and purchase the item I want (sale lost EE)

EE needs to contact me before I take my business elsewhere 

13 years I have been a customer of EE

[Michael_D]

Hi @D-S-K 

Welcome to the community.

I can understand your frustration if this is happening on multiple browsers and the app. 

We'd normally suggest trying to clear the cookies and cache but if that doesn't work, it would need to be a call back to our tech guides so they can look into this further, and if needed, open a ticket for this to be looked into further.

What was it you were looking to add?

Michael

[D-S-K]

Hi Michael,

Thank you for your reply. 

Already cleared cookies and cache. 3 different browsers (edge, chrome and opera)

I was going to add this https://ee.co.uk/products/smart-hub-5g-good-as-new 

£4 upfront then £15 a month for 11 months. 

The website won't let me past the accept terms page 

Any other advice?

[Michael_D · Accepted solution]

Thanks @D-S-K. The good as new products are only available to order online, which will be why they weren't able to place an order over the phone for you.

I have checked the stock pages, and when looking at the Good as New stock, it does show that the 5G Smart Hub is not available at the moment, which could be what is stopping the order going through.

The best option will be to speak to our tech guides so they can look into the account side of this for you, and if they need to, raise a ticket if there is a fault.

Michael

[D-S-K]

Hi Michael,

The public side of the website is showing it as in stock so there is definitely a fault. 

I also looked at the brand new hub but this fails to load the pricing saying there is an error and to try again later. 

Can you see if a new hub is available and how much this would be? 

No need for a SIM as I have a second SIM on my EE account ready to go into it. 

Thank you. 

[Michael_D]

From what I can see, the brand new Smart 5G Hub would only be available to take on a contract, rather than Add to Plan. The pricing for this is available here.

Michael