Upgrade page not loading and cannot access the EE app.

[Yungnmc]

Any reason why when clicking on the option to upgrade my contract, I am directed to a page, which doesn't load at all. I have waited over a week to see if any website upgrades had been completed, I had also tried on multiple browsers. My browsers are set to clear cookie and cache upon closing so this is definitely not the issue.
https://ee.co.uk/what-do-you-want-to-do-today - this is the page that you are directed to. 

and then when attempting to log into the app, I get the error that it is not possible to sign into my account and that's before I have entered any account login information. 

[Christopher_G]

Hi @Yungnmc 

Welcome to the community

I recommend speaking with our Mobile Care team so they can check your account from our side. Hopefully they can help you get access soon.

Chris

[Yungnmc]

okay what about the URL link provided? This is when attempting to click the link provided to upgrade, nothing to do with mobile. 

Same if you manually type the URL: https://ee.co.uk/upgrade

You will be redirected to the previous URL I had included and yet again, this is a page that contains no contents except for the header and footer of the page, the body doesn't load anything at all? 

I don't want to have to call up for something that can be done online, additionally you will continue to charge me my full contract amount even though it's due to finish and I cannot change this. This should be something that is easily accessible by all customers.

I'd appreciate if you could respond to the whole message this time, thanks.  

[alistairbarnes0]

This has been a really annoying problem that's been around a few months now, there's another popular thread on here about titled "Website is broken and doesn't direct me to upgrade page". EE have been calling me up periodically asking me to check again to see if it's fixed and that they recognise a group of people are affected. I'm not sure why this isn't a higher priority as it effectively stops us buying anything through EE shop whether its upgrading or adding a device while logged in

[Yungnmc]

Glad it's not just me then. It seems strange that a company of EE's stature hasn't done more to resolve this then if it's a well known recurring issue. It's a major bug and reflects poorly on them as a company. 

[wedgberto]

What are the exact words to use to explain this over the phone? What do they need to check on our accounts? What do they need to do to fix it? 

[James_B]

Hi @wedgberto,

You'll just need to let the team know which features of your online account you're having issues with.

Thanks 🙂

James

[zxcasd · Accepted solution]

I'm considering leaving EE altogether just because of this. This is 2024, I don't want to call someone to do some basic operations on my account. Fix your website EE!

[Yungnmc]

James, I'm sorry but your reply is far from helpful, someone else has already confirmed this is impacting them for months now. I don't think it's an account issue rather than a website issue, but you won't speak on this. 

Additionally, I had requested for someone to reply to my last message/reply about the website and you have ignored me, thank you so much for your lack of care. 

@James_B sorry I'll tag you now to make sure you definitely it see it even though you had replied to a message that was posted after mine. 

[Yungnmc]

Same, if you want to be ignored and not have full access to your account by then all means stay.