App and online upgrade still not working

[Fierrabras]

I have an iPhone and wish to investigate an upgrade, no matter how I try your app does not work and neither does your website! I do not wish to chat with someone at this stage. What is wrong, the problem has been ongoing for many weeks?

[Lesley_W]

Hi @Fierrabras 

Thanks for coming to our community.

Can you tell me a bit more about what is happening when you try and log in, do you get a specific error message?

Lesley

[Fierrabras]

I get a message something like “sorry, we can’t log you in at  the moment……” where. I use the app or your website. Yesterday both app and website were not available at all!

There is no way of viewing what my upgrade options are. My contract is ending  in a few days, and you are not giving me much faith that I should continue with EE. Hasn’t been for months
Thanks

[Lesley_W]

We certainly don't want it to be difficult to manage your account online @Fierrabras 

If this has been a problem for months, it sounds like something our technical team need to investigate. Have you spoken to them yet?

Lesley

[110919]

I'm having the exact same issue and just created a post about it too.

The "See Upgrade Options" isn't a clickable link.  Can you send me a link/contact to speak to the person who designs your website? 😂 Bizarre that this is the route you're suggesting.

[robh661]

I have the same problem, it says I can't upgrade my phone which is acceptable.

But the site and app keep on offering me either get Wi - fi 7 with a new router & extender, or click here for a new broadband deal, then it either says there's a problem at our end.

The other day I tried to see what it would offer me, and all I ended up with was 2 mini circles bouncing up & down.

Never had any of this grief when I was a BT customer. Their website worked faultlessly and I could investigate any upgrades that I was being offered. and I didn't need to phone a helpdesk either.

So EE need to get their act together, and make sure everything works exactly the same way BT did. Unless we've been lied to and EE are not part of BT as they keep on shouting about in their ads with Kevin Bacon doing the voiceover.

[Mr_Knightley]

It’s still an issue now - at the very time new Apple products are being released.  I am eligible to upgrade but the app says I can’t upgrade!  You can try calling 150 but you have to wait at least 10 minutes and I don’t want to speak to someone but want to upgrade online!  Come on ee, this is beyond a joke.

[Rach_H]

Hi @Mr_Knightley,

Welcome to the Community!

I'm sorry to hear about the trouble you're having completing your upgrade. I appreciate it is frustrating having to wait to speak with our team, but if you do give them a call this morning then you should be able to get connected a little more quickly. I understand you'd prefer to upgrade online, and if you speak with the team they should be able to get your online account sorted so you can do this.

Rach

[110919]

I ended up leaving EE. The upgrade issue was beyond a joke, I ended up speaking to someone on live chat and rather than fix the website issue they just kept sending me links to different contract options. I wanted the opportunity to browse online at my own leisure.

I found a really good deal with O2 and asked EE if they could match it (O2 were £15 cheaper for the exact same contract). I asked EE why they were so much more expensive and he said customer service and they're the leading provider with X Y Z awards and largest coverage etc.

Anyway, they lost a customer of 11 years and I have zero issues with O2. Don't feel like I'm missing out on anything not being with EE anymore.

[Rach_H]

I am sorry to hear you didn't get what you wanted when you spoke with the team, and that you've felt you needed to go elsewhere @Mr_Knightley, but we understand you have to do what you feel is best for your needs.

Rach