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. 

[Katie_B]

Hi @Yungnmc. 

We have no account access here on the EE Community.

Please follow he advice provided by @James_B and report this with our technical care team. 

The team can then raise a ticket on your account or flag this to a different department.

Katie

[Kjmoskal]

I got exactly same issue and don't want to upgrade on the phone as I wish to browse phone and plans, need to see it. my plan ending in 2 months. upgrade page comes with "what you want to do'. had this issue for months!

[Rach_H]

Hi @Kjmoskal,

Thanks for reaching out to us here on the Community!

We want to make sure you know exactly what it is you're getting when it comes to your upgrade, so I can understand your frustration at this issue. Are you able to compare handsets online, and choose the one that would best for you, and then give our team a call, so we can see what plans are available?

Rach

[Kjmoskal]

Hi,

I already had a call. I can come to Ee store but one is 8miles away from where I am. I would like to browse my options and actually see what I can get, then do it over a phone or in a store and I am unable. It's been months. Someone on the phone said they will look into it, but they mostly asked me about upgrading and I said I am slowly looking into it since my contract ends in less than two months. I can't access upgrade page. Can someone fix This issue please? thank you 🙂

[Ali_A]

@Kjmoskal 

If you contact Customer Service, the technical team will be able to raise a ticket about the issues your facing with the upgrade pages on your online account. 

Ali 

[alistairbarnes0]

Doesn’t mean the problem will get fixed, my tickets been open for about 5 months!

[wedgberto]

Nothing personal @Ali_A or any other community team members, but this kind of advice is pretty useless really. Maybe you are all just volunteers or something, but that just makes the EE approach to "customer services" that bit more disappointing overall. EE customers like me end up here as a last resort usually anyway and to be told to call 150 and wait for a "support" agent to read a script after being advised by the automated recording to try the website first, just seems like an attempt to put off any actual support. Is this official EE website just a honey trap to fob off customers? If only as much effort went into support as goes into convincing customers to switch to EE for the supposedly best service. As others (myself included) can testify, this has been an issue for months and many of us have raised tickets about it. Will yet another make a difference do you think? Does it require a certain threshold of complaints before support will actually try to fix it or something? I'm looking for any kind of glimmer of hope here, not trying to be rude or anything. 

[Ritu_D]

Good morning @wedgberto 

I am really sorry this EE account error has been happening for a while and I appreciate how frustrating this must be. 

You can find details about us in our Meet our Community Team and what the community team can support with. We have no account access on the community and you've done the right thing reporting this to our tech guides and getting a support ticket raised. 

When was the last update you received from the tech team? 

To go through your upgrade options whilst this is being looked into, you can give us a call on 150 or pop into any EE store. 

Ritu 

[Kjmoskal]

yes, that means I need to be on a call again. why can't you raise a concern yourself to tech team if you can clearly see more people got this problem if I may ask? last time I had a call someone tried to do a upgrade with me over the phone, no thank you. I want to see what I got offered, I'm not a very good listener and rather see the deals and compare myself. website should be working as it should. I'm logged in and it shows me 'ee couldn't log you in this time's. why? been with you whole 9 years now and it's simply frustrating. guy over a phone tried to do upgrade instead of raising issue and said he will do it, and I will have info regarding ticket over text message, never happened so that was pointless. please fix it, my upgrade is in less than a month now. I might just leave tbh.,

[Rach_H]

Hi @Kjmoskal 

Thanks for letting us know a little more about what has been happening.

As we do not have account access here on the Community we are not able to raise a ticket regarding the trouble you are having. It would be best to speak with the team about this, and they will be able to take all the details about the trouble you're having, and see if this is the same as what is happening with others.

You can always browse our store without logging in, to see which phones you might be interested in.

Rach