Website is broken and doesn't direct me to upgrade page

[eveyaa]

Firstly I login. Then everytime I click an upgrade button on various pages on the app or website with different browsers, it takes me from that page such as ee.co.uk/shop/mobile/upgrade to ee.co.uk/what-do-you-want-to-do-today which is just a blank page.

I just want to see my options and I don't want to call 150.

[zxcasd]

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!

[saunde03]

Am also having the same, or at least, a very similar problem. I log in to website or app and then when I click to upgrade, it asks me to log in again, then it goes to a blank screen. Awful service. Has anyone had any joy with getting it fixed? 

[Amanda_weir]

I'm having similar issues today. I'm trying to upgrade my phone through the App (have also tried doing it online), it gets to checkout section then says unable to checkout due to technical difficulties! 

[chistery]

That's the error I always get too. EE must lose so many sales because of it but they don't seem to want to fix it either. 

[Ali_A]

This has now been reported to our digital team to investigate. 

In the mean time, if you'd like to complete an upgrade you can get in touch with our upgrade team on 150 or pop into one of our EE stores with ID. 

Ali 

[saunde03]

Hi Ali, thanks but have you looked at the thread, clearly the issue has been going on for months with some people. I did upgrade using the chat but it took me about three times as along and I couldn’t compare deals, I had to just rely on the chat handler and trust what they were offering. Would have much preferred to browse myself. The issue is still there when I log in. Everyone is just told it’s been reported but nothing is done. Really poor. 

[Leanne_T]

Morning @saunde03 

Thanks for coming back to us. 

I appreciate how frustrating this would have been for you, can you access your EE account to view all other details? 

When you chatted with us for the upgrade, did the guide open a ticket to get the error looked into? 

Leanne 🙂

[saunde03]

Thanks Leanne, unfortunately not. That wasn’t explained to me, she just said she would pass it on to the digits team, as your colleague above did (Ali). So does this mean that some staff just say they are going to look into but don’t unless you have a ticket? Obviously as a customer I had no idea that was necessary. The rest of my account ie bills etc is accessible. My point is that clearly I’m not the only person to have this issue with this specific area - upgrades. Thanks. 

[Leanne_T]

Thanks very much for coming back to me with the extra details @saunde03 

I was checking to see if the guide you spoke to when upgrading raised a support ticket to get the error message investigated. 

As @Ali_A has advised, we have fed this back to the relevant team and if we need any further details we will be in touch 🙂

Leanne.

[IVIik]

+1 with this error, it's been reported to tech support twice, just keep getting told they are raising a ticket, it been happening for months.