Unfortunately, we couldn't log you in, but you can still buy or upgrade

[MrLinky]

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

Seems like this error message has been posted a number of times but it's still not resolved. Despite showing I'm logged in in the top part the error messaged stating I'm not logged in is still being shown. I can't buy a new phone and plan. I've tried on different web browsers and the app but the result is the same.

Any ETA on when EE plans to fix their site?

[DavePL]

I want to do the same but they don't seem to want our money. Their website is useless and they are losing a lot of custom because I will just end up going elsewhere. 

[Blissjade]

absolutley. the website is full of errors and bugs

[greengary81]

I am seeing this too, has been like this since i joined a few months back, trying to add a new secondary sim to my account for a partners device but going round in loops and seeing the error "unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do."

[Katie_B]

Hello @greengary81. 

I am sorry to hear this is happening when you are trying to add a new line. 

If you continue to see this error I'd recommend giving us a call. 

Katie

[Barrett4387]

2024 and still encountering this error. Makes upgrading an nightmare. I'm due to upgrade but not being able to see the best deals is very frustrating. More than happy to increase my bill 3 times in a year but not address an issue that has clearly been known for such time. Debating on switching network.  Disappointing really.

[phoneymorph]

I have just encountered this problem.  I have observed it on Chrome from Windows, Android, and MacOS.  I can log in, see my profile and existing products, but when I try to click on upgrade or "we have a sweet deal for you" I get that error.  Bright yellow: "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do."   

Below this are image links to to make a choice.  I choose See Upgrade Options.  Then, View All Upgrade SIM plans.  ...and it takes me back to the yellow error above.  

It is pretty amazing that this was reported back in 2022 and not investigated.

[sackatatties]

This has been going on for a while.  Very occasionally it works but most of the time it doesn't, and it's been going on for as long as I can remember.  I have a family account and I need to gift data every month. Currently I want to upgrade 2 phones for my daughters but I can't. 

I can get to some pages by using the full URL of the page I want to get to.  If I try to get to it from your home page it gives me this error when it tries to redirect.  It's failing to authenticate (probably service federation issues or SSO or something similar).  Anyway it just times out.   You should be able to diagnose and fix this issue without too much trouble.  Frankly its a piece of nonsense that this has gone on for so long and hasn't been fixed.  You're a comms company for crying out loud.

All our EE phones are on pay monthly contracts. 

This is such a PITA that I'm seriously thinking about switching to another provider.

[Leanne_T]

Hi @sackatatties 

I am very sorry to hear this is happening when you are looking at upgrade options. 

Have you tried another web browser? 

Are you connected to WiFi or using mobile data to access your EE account? 

Leanne.

[DavePL]

Speaking for myself, this problem occurs regardless of web browser used, and I'm using a desktop PC with a wired internet connection. The problem is your website and it needs someone at a high level to be made aware of the problem and implement a proper solution. 

[phoneymorph]

Hello Leanne_T

I have tried Windows both Chrome and Edge, MacOS Chrome, and Android browser (both mobile data and wifi), and all of them show the same problem.

It should be a simple matter of looking at the code and seeing what conditions cause this message to appear, then deciding if this test is correct or not.  Since it looks like many people are having this problem it is a real problem...and it has been on going for years.  How can this be?