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.

[itsmanny]

I've had the same problem for months. I've finally decided to leave and requested a PAC code. A rep from the retention team called me minutes later, and when he asked the reason why I wanted to leave, I politely explained. He clearly didn't like my annoyed tone, or the argument I raised when he said he could offer me better prices than the ones I can see on the upgrade page, or the one I raised when he said that this problem is not going to get fixed any time soon because a new iPhone is coming out. So he just rudely hung up on me. Maybe they should look into re-hiring or re-shuffling some of their employee as clearly the developers are not fixing bug, and the retention team are not retaining much. Way to go EE. The self-proclaimed best network in the UK.

[sallypseudonym]

I have the same problem. Been trying for the last 6 weeks. I have tried Firefox, Edge, Chrome and the Android App. Non work. I called 150 and spoke to someone. They made it sound like this never happens and couldn't understand why it was happening. Told me a tech person would then call me which never happened. So............I can't upgrade. Time to move supplier?

[Tucks66]

bit of an update on this from my perspective.

(spoiler, the issue persists now)

I contacted EE via phone and spoke to someone in sales about my options to upgrade, I mentioned this issue to them and they sounded like they knew what the issue was, something to do with me having a legacy account and not having an account ID linked to it or something, the sales person assured me they could get this sorted and I renewed my contract over the phone.

They said they would need to completely lock my account and a person from the safety and trust team would call me within 2 days to sort it out and once they do that it'll fix the issue.

2 days came and went, then a week passed and nothing, no phone call and now I'm completely locked out of my account, It gets to about 10 days and I'm getting sick of this, I call EE and explain the issue, the new rep was really dismissive and said I would need to wait 10 days for the trust and safety team to call, not 2 days (contrary to what the error states on the website when trying to log in)

I ended that call feeling like the agent was completely disinterested in what my issue was before realising it had in fact been 11 days since they locked my account and it was getting very close to the 14 day cooling off limit.

So I called the next day and someone went through every bit of security they could think of and re-instated my account, hooray! I thought. I can finally use the oline shop without that annoying error.

Alas my hopes were instantly dashed when I tried to navigate to the upgrades page and the same issue arose.

I called EE on the 14th day of my cooling off period and have now reverted all upgrades back and I'm going to be looking at which network I can change over to now as the experience has left me feeling like they have palpable distain for their customers.

You're just a cash cow to them.

Anyway before I leave I'm emailing Marc Allera to see if he has any input on this, I imagine if he got many similar emails from equally disgruntled customers, things might change.

[danrobertdson]

It’s quite ridiculous that a communications company can’t get a website to work and direct customers to call rather than addressing the problem that is causing the issue. I want to upgrade and add a new line but after it took 1hr for my call to be answered last time I’m just not going to bother and go with another provider and buy my watch directly from Apple. Ee’s loss not mine.

[eveyaa]

Just an update from my end regarding original post, I have had 1, yes only 1, phone call from EE in August (after 2 months at the time) who said they were working on fixing the issue. They admitted this was a wide spread problem on their end, and has something to do with EE accounts. So some EE accounts have this issue, they said maybe a account type issue, who knows.

However, this is now the end of September, and still no solution from EE. This is 100% an EE problem, so anyone looking for a solution by clearing caches, or trying different browsers etc that isn't going to work. It is totally an EE technical problem. Do they even have a technical team? Seems a pretty big problem to just ignore. Very poor from EE.

The only thing you can do at this point, is call them to do an upgrade over the phone. Unfortunately, like myself, I prefer not to do this, and I think EE may lose some customers over this. Do they care? Probably not.

[VeteranDesert]

Reading the latest post to this thread and the seemingly hundreds of other threads that have been started on this issue, if it is account types at the problem I would assume the majority of accounts types are people who have had ‘sim only’ deals, and are now looking to upgrade. 

My partner has never changed her contract that she took out 4 years ago, and is able to use the upgrade button, whereas I went to sim only deal 18 months ago (I upgraded online at the time via a working upgrade button) but I now have the dead upgrade button since I have been eligible to upgrade 6 months ago. 

If EE have a technical team that reads this, or if they to investigate the cause that might be the place to start. 

[sallypseudonym]

Mine wasn't a SIM only contract and it doesn't work. My contract is up in 28 days. I've just compared contract costs for a new Fold 6 with unlimited data. EE comes in at £110/month and the Fonehouse comes in at £62/month on the Three network. I think my mind is made up and I'll be ending my contract and moving on from EE. And to think that if the Upgrade button had just worked I probably wouldn't have even started looking at other providers. This issue must be costing EE hundreds of thousands!

[IVIik]

I've been back and forwards with admin over private msg, whist they investigate with the technical team - they have asked me about other addresses I may have registered with EE. So at least someone seems to be looking at this issue.

[nopeynono]

Website has been broken for me the entire time I’ve been a customer. App redirects to website, website loops indefinitely and most pages don’t load anything besides header and footer. 

App says “we can’t load this right now” over and over. Has done for more than a year. 

[bennyj94]

Switched to a new network that had far better offers, I've been with EE back when they used to be called Orange so it's a shame it came to this. Everyone over there needs to do better before more people shop around online and start leaving, it's way easier to do these days.