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

[lfooguest]

Hi

Currently trying to upgrade my pay monthly contract but everytime I go onto the page to look at what is available i get the same error: "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do" and it goes in a cycle between two pages:

https://shop.ee.co.uk/ee-upgrades -- where i choose phones

https://shop.ee.co.uk/what-do-you-want-to-do-today -- where i choose to upgrade and it takes me back to the previous page.

[Olli88]

This is also happening to me. 

Ever since I have been with EE their website has been useless. 

Can't update direct Debt, Can pay bills, Can't upgrade, Can't add things to basket... This issue also causes more issues as I don't want to have to call EE each time i want to do anything.

It's 2025, I do not see a reason why a company like EE is struggling to maintain a very basic website.

[Katie_B]

Hi @Olli88. 

I understand your frustration and the importance of being able to access your account online. 

Do you experience this with both the EE app and your My EE online?

Have you reported this to our technical care team?

Katie

[Porkchoc]

I am also getting this issue, it's saying they're unable to log me in (even though my account IS logged in), "see upgrade options" is greyed out and isn't a clickable link, and I was only contacted  on 29/1 to say my contact ends in on the 2/2, not leaving me much time to upgrade even if the systems were working properly

I've tried different browsers, devices, the app and changing my password and nothing has worked

[Michael_D]

Hi @Porkchoc 

Thanks for coming to the community.

If it is the same on different browsers and devices, I'd recommend speaking to our tech guides so they can have a look into this further. If they aren't able to get it working, they can raise a fault ticket for further investigation.

They'll also be able to pass you on to our upgrades team so they can discuss your upgrade options with you.

Michael

[enrico94]

Still happening in Feb 2025 - I keep getting the "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do." error message, despite the fact that I am logged in to My EE already(!) and  - like Porkchoc - "shop for an upgrade" is greyed out.  

Changed password, tried it on different browsers, different devices... [sigh] nothing works.

Oh well, no upgrade I guess 😞

[Christopher_G]

Hi @enrico94 

Welcome to the community.

It could be worth speaking with our Customer Support team so that they can check your account to see if there is anything unusual blocking the upgrade online.

If you're interested, they'd be able to go through your upgrade options over the phone too.

Chris

[Samamf84]

I’m having the same problem and when you ring up they say my account is running as it should! Useless!