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.

[Katie_B]

Hello @Abzzoo. 

Thanks for coming here. 

I'm very sorry to hear of your recent experience, of course this not what we would expect for our customers. 

Did Dylan run a diagnostic for you?

Speak soon, 

Katie

[Chrissy800]

This is happening to me but it's telling me you have a problem and to come back later well I have 24hrs later. I'm not feeling well and do not want to talk to anyone i just want to browse.

Chrissy Dromgoole

[Abzzoo]

Hi Katie,

No he didn’t. He was so unhelpful and didn’t care that I’m having issues with my account online.

All I want to do is upgrade my phone online and I can’t. 

[Katie_B]

I'm sorry to hear that @Abzzoo. 

I'd recommend giving us another call so this can be looked into further. 

Please be sure to keep me updated on this. 

Katie

[Leebacon]

So are ee discriminating against people who have social anxiety or autism or anything else disability wise that stops them communicating? I see this has been going on for over a year with no fix, clearly this is not being taken seriously or being looked at is it? All I see is "please call or go into a shop". That's not good enough is it, your causing stress and hardship to vulnerable people who heavily rely on there devices. My partner is autistic and struggles with face to face and phone calls. So basically now your saying that you have to go into a shop, where, they might not be able to help, or, call, where, they might not be able to help, does that sound like good service delivery. For people that don't know, you can find the email for the CEO of EE online really easily, I wonder how much knowledge of this he has of this issue

[Peter_W]

Good afternoon @Leebacon.

Welcome to the Community!

I really appreciate your concerns with this one, and we absolutely want to make sure that as many customers are able to check their account and upgrade details via self service. 

If things aren't working as expected though, there are a range of different factors that could be affecting this, so it won't be a catch-all issue for all customers.

If anyone is struggling with this we would always implore them to reach out to our team, and that way we can look into getting things investigated further.

When calling isn't a suitable option, there is absolutely the complaints option like you highlighted.

Alternatively, we also offer the option for our text relay service, where customers can speak with any member of our team via messaging an interpreter that talks to the Guide on their behalf, and types back the replies too.

Peter

[Leebacon]

But you haven't solved the problem have you. Text relay service isn't solving or even the solution. You have repeatedly batted the problem back without offering explanation or a fix to a YEAR OLD PROBLEM. You keep saying reach out, reach out, why? When there is a simple solution, FIX THE ISSUE. Is this really within your OLA's or SLA's? Because I suspect this would of breached it? Plus you haven't addressed the discrimination and it seems like you don't have any understanding of the situations that disabled people face. I understand that there might be multiple different issues, but the one common thing and the only thing that needs to be fixed is the issue with YOUR SYSTEM, the customer is not at fault here, so rather than again batting it back with a generic help desk scripted answer, escalate this and fix the issue