Cannot login properly

[Geopiner]

I’m trying to buy a PS5 with your pay monthly option. Whenever I choose the PS5 and the pay monthly option it tells me to login. I login and I get this error:

“Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do“

I have successfully logged into the website as it shows my current mobile data plan, but it will not let me login to make a purchase on the PS5.

I have spoken to a member of the EE team on the phone a few days ago and have been told there’s an issue with the shop and to wait a couple days until the issue is fixed. Well the issue clearly isn’t fixed and after looking at some other posts this seems to have been an ongoing issue for months now. 

If the website doesn’t work why on Earth can’t I make this purchase over the phone? Seems ridiculous that a company such as yourselves can’t (or won’t) fix a simple issue, and if it isn’t fixable yet then offer an alternative way to make the purchases. Now I have to just wait until the system is back up, which judging by similar posts on this forum doesn’t seem like it will be.

You are losing out on so many potential sales due to this problem.

Any updates for this please?

[XRaySpeX]

Do you already have a mobile phone or SIM contract with EE? You cannot order an accessory online unless you already have a mobile phone or SIM contract from EE. You are expected to pay for it along with your existing EE mobile plan. That's why it's telling you to login to upgrade your existing plan or add another device. You have neither of these.

[Geopiner]

If you take the time to read my original post, you would have seen that I mentioned my existing plan with EE. As I have said, I can successfully login to the website and it shows me my information regarding my existing mobile contract. 

When I go to the shop, that’s where it prompts me to login (even though I’m technically logged in) and I receive the error I previously mentioned when attempting. 

before anyone else cares to comment:

- I have changed my password

- I have tried multiple browsers

- I have tried multiple devices

- I have thoroughly searched forums for possible issues

- I understand web applications

- I have personally spoken to EE and I’ve been told the ‘Shop’ part of the website is having issues, as well as the EE app currently too

- I have also been told by customer service that they can’t deal with the shop side of things, only with mobiles and contracts

So my understanding is that the shop isn’t accessible, and there’s no alternative way to purchase the products whilst it’s down.

For the UK’s number 1 network, you would think such simple things like a working user interface would be a standard.

[XRaySpeX]

I did but you never said whether your current mobile data plan was on contract or PAYG. As the latter makes you ineligible to buy a PS5 on monthly terms I replied with what I did.

[Leanne_T]

Hi @Geopiner 

Thanks for coming here. 

Please get back in touch with our mobile care team, they can raise a support ticket for your My EE account if needed to get this error message looked into. 

Leanne.