Online upgrade not working

[Dudette]

It started off well with a link to all upgrade phones, but when I followed the link and logged in I ended up at the same 3 vertical buttons.

Sent from Outlook for Android<>

[James_B]

Thanks for checking @Dudette 

Please get in touch with Customer Care so a member of the team can take a quick look at your account.

They'll be happy to help. 🙂

James

[TigerTone]

James...

I suggest YOU get in touch with customer care (as they don't care about customers at all) and tell them to sort out the online shop/upgrade that hasn't worked for over 1 and a half years or are ALL EE community support team menmbers brain dead because they don't understand what EVERYONE has posted on this site about it not working. It is NOT individual accounts... It is the website that DOESN'T WORK. Do you all need your heads banging together to understand basic English, or are you all programmed to simply ignore everyone and just read a line from a page to contact customer support or call EE for an upgrade option. I am fed up to the back teetrh with the so called community support team not listening/reading this topic to actually help customers, or better still. FIX THE EE WEBSITE.

[timrolison]

Well said! I’ve heard the same standard response from all customer support employees for over a year. There’s a serious disconnect somewhere at EE. Really worrying! Surely it can’t be as simple and cynical as the fact that phone sales don’t get their bonuses if someone upgrades online!?

[James_B]

Hi @TigerTone,

I understand your frustration but this is an account related issue, rather than a general issue with the website.

Our Technical Support Team will need to access your account to raise a support ticket to investigate why your individual account can't be upgraded online at this time.

James

[sdfwskdnksdoeds]

It feels like some type of corporate gaslighting. Its been like this for over 2yrs for me

[James_B]

Hi @sdfwskdnksdoeds,

Welcome to the EE Community. 🙂

If your account isn't allowing you to upgrade online, please get in touch with Customer Care to report it. 

They'll be happy to help.

James

[TigerTone]

Hmmm...

After my ranting and raving it looks like EE have actually listened.

They have built a new website now that actually works.

Strange that isn't it LOL

[jrw666]

Well I'm getting the, "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do"

thing. I can log in ok to view my PAYG account, but if I try to look into sim-only deals and select I'm already a customer,  it tells me to login to get the deal  and then get the couldn't login message on a What are you looking for? page.

[James_B]

Hi @jrw666,

Welcome to the EE Community. 🙂

I'm sorry to hear you're having problems upgrading online. Please get in touch on 150 so a member of the team can help.

Thanks

James