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.

[talonfast]

I’m having the same issue as well. I tried raising it with the in-app chat, but the agent there just started trying to sell me an upgrade. I’m going to be due to switch my plan from a device contract to a SIMO plan in the next few weeks, and am hoping this can be resolved by then so I can compare all the options for myself, rather than go through a sales line.

[KayJGee]

I am having the same issue across multiple devices and multiple web browsers including the EE app. The issue is not on my end, this is preventing me from upgrading and costing me money. I do not have the time to sit on the phone to sort this with someone. When is this issue going to be resolved?

[Ali_A]

Hi @KayJGee 

Welcome to the Community. 

You may need to speak with our Mobile Care team so they'll be able to look into why this is happening for you and raise a ticket if needed. 
If you don't have time to call to upgrade, you can pop into your nearest EE Store who can process it for you. 

Ali

[chistery]

Due to distance selling laws, always upgrade online or over the phone.

[Tucks66]

I'm also getting this issue, contract ends at the start of september and if I'm not able to do it through the website and compare deals and plans, I wont be doing it over the phone and I certainly wont be doing it in store due to distance selling act as previously mentioned, I'll find another network who's website functions.

This is clearly impacting a significant number of customers, why is it being ignored by EE who are offering workarounds instead of a solution?

Has this actually been raised with the team that deals with the website/online accounts? If yes, what are they doing about it, whats the ETA for a fix?

[tkennimouth]

I’m just waiting for my contract to end, and I’m going with another company, a company that works online and doesn’t hold you to ransom demanding you call them. And when you call them you get the sales team, it’s unbelievable how they treat paying customers with such contempt 

[tkennimouth]

Katie please do your own answering and don’t direct customs to someone who clearly can’t help 

[tkennimouth]

Christopher please take the time to read the customers comments. I could understand your reply if 1 or 2 customers are having issues, but there are over 40 having the SAME issue, which would strongly suggest the issue lays with EE not individual accounts. 

[tkennimouth]

I’m going to raise these concerns on social media and let people know what’s happening with EE

[Michael_D]

Hi @Tucks66 

I've sent you a private message so I can take some details to investigate this further.

Speak soon.

Michael