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.

[BurnCKC]

Yep, makes no difference how I access it. Two different laptops and my phone app...same results. App is up to date but that wouldn't make a difference anyway since it redirects you to a browser.

[Ali_A]

@BurnCKC

Thanks for confirming. On this occasion it appears to be a glitch with the online account access. 

Can you give our Customer Service team a call, as they have access to accounts, so they can check your online account is still set correctly, and if needed raise a ticket for the backend team to investigate/correct the error. 

Once fixed you shouldn't face the issue to view your upgrade online and place an order. 

Although, if you're calling up, you could also discus upgrades with the Customer Service guides too in the mean time. 

Let me know how you get on with the online access. 

Ali 

[BurnCKC]

30 mins wait 😂 EE customer service is poor.

I'll try another time...

[donnach]

This was last year & the button is still not working??!!!!! That's ridiculous. Can you fix it please. I want to upgrade online not in store

[donnach]

Their software testing is non existent. I'm not sure they know what it is. I've had issue with logging in before, invoices & now upgrades

[Lesley_W]

Hi @donnach 

Welcome to our community.

I'm sorry that you are having trouble with your online account, have you spoken to our technical team about this yet? 

Lesley

[VeronicaBates]

A year on and it's still doing this. I've been an EE customer for approx 8 months and the website is flawed at every page. Needs sorting but they don't seem interested. 

[VeronicaBates]

It's not really the point though, is it?

Some people want to avoid having to go into store or having to speak to someone over the phones. I know I do. 

I was due an upgrade and I'm facing this problem. Seems like it has been going on for quite some time dating your "solution" and my response which is really shocking don't you agree? Due to this ongoing and no urgency to resolve it I ordered with someone else. 

[VeronicaBates]

• It's not really the point though, is it?

  Some people want to avoid having to go into store or having to speak to someone over the phones. I know I do.

  I was due an upgrade and I'm facing this problem. Seems like it has been going on for quite some time dating your "solution" and my response which is really shocking don't you agree? Due to this ongoing and no urgency to resolve it I ordered with someone else.

[Abzzoo]

Hi …I am also having the same issues with upgrading on line. Spoke to guy called Dylan in customer services and he was absolutely horrible. Worst customer service experience ever and I’ve been with EE for 15 years. He refused to listen to my issues and told me that he would not direct me to another team as they wouldn’t help me either. All I want to do is upgrade online and I haven’t been able to this for the  past 5 days. Terrible services and terrible customer service all round. Fix your app and website. And treat your customers with respect.