Online upgrade area of website isn't working

[PaulFjelrad]

Come on EE, sort yourself out. MyEE is telling me I'm ok to upgrade my phone, I go to the website and it says "Hey PAUL, you can upgrade now or add another plan to your account on 07.......", I pick the phone and plan I want, press "Add to Basket" and it just takes me back to the beginning of the process again.

...and no, I'm not interested in calling 150. If I wanted to speak to an operator I wouldn't have been looking to do this online in the first place. Let me know when it's fixed EE. An important part of the service you offer is a working app and website. If that's not working then the service isn't as it should be and I'll move my contract to another provider who does provide the service properly.

[Linzi_H]

Hi @Vixtastr43 

If you haven't contacted us already I would advise you to do this next. One of our Guides will be able to review your online account, and if needed they can raise the issues you're facing with our technical support area. 

If you have a local EE store, you are also very welcome to pop in or book an appointment. The team in-store will also be able to assist further with all your upgrade options.

Linzi 😊 

[Linzi_H]

I'm concerned to hear you've received terrible service when calling us @Padross27. This doesn't sound like our standard at all, and we definitely need to get your experience logged.

We don't have any access to your account here within the EE Community, and this is why I am directing you to speak to the relevant areas to get a fix in place. I completely understand you don't have the time to visit us in-store, and if you don't want to call us again, then the next best option will be opening a complaint (using the web form) so we can work on getting this resolved. 

I'm genuinely sorry you feel like this is a bog standard reply, but just to reiterate, you will need to contact us using one of the options I have suggested.

Linzi 

[Padross27]

Linzi,

Thank you for your reply, I think for now I will leave things as they as I still feel like I’m getting nowhere. I don’t want to become one of those  annoying customers so I’ll stop. Hopefully the site will resolve this issue before my contract ends. If not I’m afraid I may need to move to another provider. 
I do however appreciate your replies!

[Vixtastr43]

For anyone following this thread, there is currently no resolution. You have to upgrade over the phone. You can go to a store, but I was told they might not be able to help you either (as they are not necessarily aware of the issue!). 

This was described to me as a known issue. Hopefully EE can fix this soon as it's a bit ridiculous! 

[gdjs]

So to clarify. There is no way to upgrade over the site or through the app, even though the site and app leads you to believe you can. I have 4 phones under my name and 2 of them are due for updating and yet I can't upgrade online. Everything I do ends up going back to the 'what do you want to do today' page and it's just a bog standard menu. Yes, I can see my bill and make changes to data lending etc

The EE website has always been weird. You'd log in and then you'd have to log in again when you wanted to do something, but it gets progressively poorer every year. I've been a customer for over 20 years through all the mergers and takeovers, but I'm reaching the end of my patience here. I've updated many times online over the years and like the convenience. It's not practical for me to go to a local shop as there is not one nearby. Calling means the usual, 'we are very busy, please hold'

Can you just have a website that just works, please.

[TrinityUTT]

So its almost a year and the site is still broken!
I have tried for the last week, using different web browsers, the laptop, the phone and still cant upgrade! 
My phone is broken and I REALLY need to upgrade
I beg you EE sort your site out 

[Leanne_T]

Hi @TrinityUTT 

I am sorry you are unable to upgrade online in your EE account. 

Do you get an error message when you select upgrade? 

Are you out of contract? 

Speak to you soon 🙂

Leanne. 

[TrinityUTT]

So I get given these options

but when I click the upgrade buttons, its a BLANK screen - No error

Yes I am logged into my page

Thanks

[Leanne_T]

Thanks @TrinityUTT 

If this is the same on multiple browsers, this will need to be reported to our tech guides on 150. They can open a support ticket if needed to get this looked into by the relevant team. 

Thanks 🙂

Leanne.

[Marni96]

I am also having issues with this it is telling me that they are unable to log me in to view upgrade options, tbh the EE website isn’t very user friendly