Issue with adding accessories to my phone bill.

[RM108]

When I try to add the AirPod 4s to my phone bill using the EE app, it buffers when adding to the basket. When i try to add the AirPods to my phone bill on the website, it says "Payment service is not available. Please try again later." I've never had any issues paying my phone bill in the past and have always paid on time.

[Rach_H]

Hi @maf31 

Welcome to the Community!

Did the team advise the next steps for getting this resolved when you called?

Rach

[maf31]

It is not policy to add to plan over the phone. They have apparently informed the Web Team, but as of this morning it is still not working. At present EE are missing out on sales due to an issue with their payment system. You can see from the attached screenshot, there are Error 403's, and this has nothing to do with our accounts.

[David197302]

Having the same issue, wanted to add a laptop to add to plan accesories but I am getting this message:

Sorry we can't load this right now.  There is a problem getting the information you need, try again later or contact us if its urgent.

I have contacted ee twice now over the last 4 days and it's still not resolved.  Apparently a ticket has been put in but it's taking so long.  I know that it's affecting everything in the shop because I have tried purchasing many things including items that aren't add to plan accesories.  I have been with ee since 2007. I'm a loyal customer, why is it taking this long to resolve?

[David197302]

Hi Rach

I have contacted ee twice.  They can not order the item i want as it comes from a partner company even though it's an add to plan item so I am stuck without the issue being resolved.  I have been a customer since 2007 and I like EE. This is very frustrating to me considering how much money I have spent since then.

David 

[Linzi_H]

Hi @David197302 

I know how disappointed you'll be feeling about not being able to add this item right now. If the team has already logged a ticket, then the relevant area will be working on it for you. 

If you're unhappy with the length of time this is taking, please ask one of our Guides for some timescales, or when they are able to give you a further update. If things are still not resolved after this, you can request to escalate your complaint to a Team Leader.

Linzi 

[maf31]

Hi, I now have mine sorted. If you go on to your EE app and press Help, then Message Us and start a new conversation. Tell them your issue and they will sort it out for you. Mine took around 30mins of chat and it was ordered.

Still annoying you can't order on the web or through the app, but at least it is a workaround.

[LAWALM008]

This is still an issue! 

Not everyone has time to call, they will just go and buy from another provider. The online chat should be for everyone not just someone who is new to EE, as I was just told! 

Been a customer since 2013 and something which should be simple, isn’t! 

[Katie_B]

Hello @LAWALM008. 

Thanks for coming here. 

I'm sorry to hear you are also experiencing this. 

Online chat is not just available for new customers. 

I understand that some customers don't like calling OR have the time, however, our technical care team are in the best position with account access to be able to help with this. 

Katie