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.

[chunky61]

Tried two different browsers on laptop and mobile, no difference.
Sent from my iPhone

[Katie_B]

Hi @chunky61. 

Thanks for trying. 

I'm not sure what could be causing this. 

Our technical care team would need to investigate this further. 

The team can be contacted by calling 150. 

Katie

[Orac_01]

Absolute nonsense, your app. Is terrible and always has been.   I’m off to Tesco mob. Crap signal but at least you can upgrade and add additional sims without going round in circles and having no idea if you’re upgrading or adding another phone to the account. “You can upgrade”. Log in …..I AM, how would it know who the hell I am and that I can upgrade otherwise.  Does anyone test this rubbish?

[Katie_B]

Hi @Orac_01. 

Welcome to the community. 

I am sorry to hear you are experiencing issues with the app and your signal, I would love to see if I can help.

Have you been able to report this to our technical care team?

Could you please confirm if you have a tried logging in online rather than the app to process an upgrade?

Do you experience signal issues in multiple areas?

Katie

[Flightsimer]

Same here, very frustrating 

[chrisjp1]

Maybe I'm being too cynical but I suspect that EE would rather you were forced to call them, so that their telephone agents get the chance to upsell you "deals" beyond the upgrade that you're seeking online.

The telephone agents are also on commission if they succeed in upselling you, so I suspect that the the reason the agent mentioned by Abzzoo was unhelpful was because he didn't manage to sell any extra "deals" and didn't want to waste time on someone who wasn't going to get him his commission!