Issues when trying to upgrade

[David12Mann]

Hello when trying to look at upgrading on website it says the following:

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

And when I try to look at the app it states:

We cant load your upgrade information right now. Theres a problem connecting to our server. Check you’re online and try again in a few minutes.

Despite trying on multiple devices this still is not working. Can someone please help?

[Christopher_G]

Hi @David12Mann 

Welcome to the community.

I'm sorry that you're having these problems upgrading online. Since this is happening on multiple devices, it's possible that it's a problem with your account. If you speak to our Mobile Care team, they'll be able to check everything from our side and help you upgrade.
Chris

[David12Mann]

Hi Chris, what i have also noticed is that a name of prepay prepay keeps popping up on my account for some reason even though i am on a pay monthly basis, is there anyway to get this resolved?

[James_B · Accepted solution]

Hi @David12Mann,

Our Mobile Care Team will be happy to take a look at these issues for you.

They can access your account and raise a ticket with our support teams if necessary.

James

[chalky266]

im having the  exact same problem. have tried on multiple devices and have the same problem on all of them. Really annoying

its about time EE got this problem sorted.

[Jonothankh]

How is this still a thing?

EE’s site and app have been buggy and so slow for over a year now— just looking at the front end site load, there’s so much wastage!

Haven’t been able to complete checkout — or sometimes even load the upgrade options in the app or site for months.

Let alone this surely losing EE money / customers, it also doesn’t look great for their site to take 30 seconds to load on their own 5G!

Clearly a bunch of separate teams and probably the need to support many plans, phones and outdated infrastructure.

Pitty that the best network for internet service (based on having tried 3, Vodafone and O2) also have such underperforming site and app— it could be so good.