You're unable to add another product to your account at this time.

[TizzleStick]

I've had EE broadband and TV since 4 June, I've had a SIM only monthly contract since 29 August, have paid one bill, added another SIM only monthly contract to my account and have the second bill on my account with the DD due to go on 10 October.

According to 150 I can have up to five mobile lines on my account, but I can't add a product myself and get the "You're unable to add another product..." message. I did want to get an "as new" 24 month phone contract but customer services couldn't order it for me with the unlimited mobile contract I should get because I have broadband.

I was told that this restriction is for a month after I got my SIM only contract and that I would be able to order SIMs myself from 29 August but that hasn't happened, unless this restriction resets because I got another SIM only contract for my wife on 19 September?

I'd like to add a monthly SIM only contract and a 24 month phone contract. When can I expect the website to let me do this?

[Peter_W]

Hey there @TizzleStick.

Welcome to the EE Community 😊

Are both of the numbers you have with us definitely on the same account? Just from your mention of a second bill this almost makes it sound like you've got two separate accounts.

Have you tried using a different device or browser for adding this on too?

Peter

[TizzleStick]

Hi Peter,

Yes, two numbers on the same account, and I meant the second bill as the first was in September and the 2nd is in October 🙂

I've tried using Chrome, Edge and Firefox and they all give the same result.
I start from this page

Below that is a drop down with the two numbers I have on my account, I select my number which was added 29 August, click on "Add a product" and get

[Debbie_G]

Thanks for coming back to the community @TizzleStick.

I recommend getting in touch with our team, a guide will be able to check your account eligibility and investigate this further.

Debbie 🙂

[TizzleStick]

Hi Debbie,

I did that this morning and there is nothing on my account that would indicate why the website is preventing me from adding a product to my account.

I was asked to clear cookies and browser cache, which I did but still no joy using Chrome. I also gave it a quick try on Firefox, Edge and the app on Android. All give variations on "not allowed", the app saying "You are not eligible".

My working theory is that if there is a 30 day "lock out" after you add a SIM to the account that my adding a second one has reset this lock out and I should be able to add a product on 20 October.

This would be only an inconvenience as I can get SIMs added by phoning 150, but it looks like I can't get one of the "good as new" phone deals with the unlimited plans I get because I have broadband unless I go through the website.

[Debbie_G · Accepted solution]

Thank you for letting me know @TizzleStick.

If your account is eligible to add another line and this has been confirmed when you spoke to a guide, you should be able to complete this through your EE Account. As you are seeing an error, this will need to be investigated further. Our guides over the phone will be able to look into this further and open a support ticket for your EE Account if needed. 

Debbie 🙂

[TizzleStick]

I've logged a ticket with the tech team. I'll report back when I hear more.

[Leanne_T]

That would be great if you get the chance @TizzleStick 

Speak to you soon 🙂

Leanne.

[LMC1983]

Are you having any joy with this?  I have just had the same thing happen.  I had 4 SIM only plans with EE and I moved to Sky.  Not I want to move back and EE are only allowing me 2 lines.  Each SIM is £13 per month therefore it's not like it's an affordability issue, I am just not sure what the problem is....

[TizzleStick]

Nothing so far @LMC1983, but I'm not sure this is the same issue you are having. I can have the lines, I just can't add them via the website, whether it's a 30 day rolling SIM only or a new 24 month phone plan.