Technical Error on Website and App

[devifenn]

I get the following error message when trying to access certain areas of the website such as 'Shop':

Sorry, looks like a technical error
Please call us on <a href="tel:08009566000">0800 956 6000</a> and we’ll try to get things sorted.

It only occurs when I'm logged into my account but prevents me upgrading/adding new products. I've called ther number but there's no option for technical issues like this, no department I spoke to has been able to help.

Has anyone else experienced this or know how to get it resolved?

[Ollmall]

Yeah that never works. And all the promises of 'fixed by this date' have been and gone many times.

It's almost like EE just don't want their existing customers to buy any more services at this point! Just tried again this morning and still not working. That makes it 7 months now.

I genuinely just can't believe that it can be broken for this long. This is your store and customer experience. Surely it would be priority number 1 to make sure things like that work? Arguably the largest telecoms company in the UK especially with the BT merger and things JUST. DON'T. WORK.

Same with the phone service, that seems to have taken a dive the past couple years as well. I can pin point EXACTLY spots on a map that calls will drop and data will cease working but 'we can't find any problems in that area'. As if you actually checked.

Coverage map is super inaccurate. 

[Karmik]

No I am not wasting my time. I also can't access these things in the mobile app. I suggest you read all the comments from EE customers with the exact same issue, and have someone with web development skills fix it 

[League]

Same for me. I’ve been trying to add products so you’re basically losing sales by not sorting this. Because I definitely won’t be phoning them. 

[Ollmall]

Guess what…. Still broken! Even after months of EE telling me ‘the fix is being applied next week’ over and over and over again, my account is still broken. 

‘Sorry there looks like there’s a technical error’

‘’Your broadband account can not be found’ etc.

At this point when I move house later this year I am dropping EE broadband as fast as possible. I don’t even care about early contract penalties at this point. £75 a month for a service that I can’t even manage online is just a joke at this point.

[League]

Same. I’m moving to Virgin Media next week.

[archercj]

You think EE are bad, just wait to when you move to Virgin. I've just moved mine and my wife's O2/Virgin accounts to EE and when my broadband/TV contract ends I will quickly moving away.

Saying that it won't be to EE broadband if they don't get this link thing fixed.

[GosforthUK]

I can certainly confirm, as both "broadband" link as well as no existence of EETV online order for 1.6 Gbps broadband package is?

Broken...

Despite I got many many answers as both will be available and fixed "next month", "at the end of next month"...

Small problem, I know, but still...

[archercj]

There loss isn't it. I wonder how many people have said 'so be it, I will try another supplier'.

But for the EE customer services 'techies' on here to tell folk to do this, that and the other to log a fault is beyond me. I think the likes of O2, Virgin and EE have pulled a masterstroke in the first place setting up support sites like this where half the time the public resolves it.

[GosforthUK]

@archercj  not going lie, when tell as I used to love BT Community forum, where MODs was able solve problem, or at least influence solution much more greatly.

I seeing slight improvements on this, but can not understand, why, when You doing big move of residential customers from BT to EE, and expect, as this might be not absolutely pristine, You do not learned lesson, and setup EE community forum with absoliutely 100 percent less ability of Your employees to at least provide similar support to Your BT long established, and I believe, well working another CS channel (aka MODs)...

[archercj]

I'm very cautious about criticising the EE staff that are on here (or indeed similar sites). For starters they will be following scripts (how many answers are the same wording). many will be early steps in their careers, trying to get a few jobs on their CV's. It's not their fault. It's just a companies way of appearing to be all caring yet running support at minimum cost.

So to the CS folk - please pass on my disappointment that I have been trying to get a quote to add an EE broadband and TV package to my existing contract, but due to tecnical difficulties at your end I have given up and will be going with Sky when my current contract with Virgin expires.

I reckon your company has just lost around £2500 revenue there.