Cannot 'add to plan' any products!

[Techytom29]

I am getting fed up with EE.

I have been a customer 10 years, had multiple contracts, and bought multiple things on the 'add to plan' products where you can put the cost onto your contract.

I wanted to purchase a garmin smart watch advertised on there. Signed out, you can add it to basket fine. Signed into my account I click add to mobile plan or add to basket and get the error "sorry, we couldn't add this to your basket. "Try again later or choose a different way to pay".

I've chatted on the app, been told they don't know what the issue is. I've called up many times and been told they cannot do anything and it's being 'looked at'.

A quick search on EE forum and Reddit amongst other forums shows LOTS of customers experiencing this, over a year ago and it's still not working. This seems crazy that it's not been sorted. The only replies you see on here from people from EE tell you to call them, which is totally unhelpful.

I've communicated to multiple people on the phone, and they don't have any idea.

Major revenue loss for EE? Why advertise all these items and promote add to plan if you won't let it work. Given the fact it works when I'm signed out, it points to an issue with the account, but everyone says the account is eligible. I want to purchase this smart watch and I really want this sorted.

[Chris_B]

@Techytom29  are you within the first 17 months of your contract ?  If not you can not use add to plan to have this 

[Techytom29]

Hi Chris,

Yup very much within the first 17 months  and as stated as well I've called up and everyone says I'm eligible. But it doesn't let them do it for me either.

[Chris_B]

@Techytom29  At a guess and it is a guess EE might not be prepared to allow this because you might be going over your credit limit with EE.   This is purely a guess but it would explain it.      

Just to add what you read on here or Reddit will only be the minority of customers who are not happy about being refused something and there will be thousands of customers where this has gone perfectly fine,  you don’t read negative comments when there is no issue.  

[Techytom29]

I doubt that very much, previously I've maxed out add to plan products and been paying a fortune. This would be 1 item now and I pay alot less than I did. If that was the case they should explain to the customer exactly the reason and why, otherwise it does this. I can take out a nice expensive two grand new phone on contract for 24 months so it can't be they aren't happy with the credit!

[Matt_124]

Do you have any Flex Pay lines on your account? If so that can restrict the account spend due to the finance element and affordability reviews being involved.

[Techytom29]

HI Matt, I DO have a flex pay line.

Again thought I've had so much credit before it's hard to believe. But then again, why can't they just say this instead of having no idea.

[Schockwave]

@Techytom29 , have you spoken to the guides and and done it that way? You may find they can do it for you.

[Techytom29]

Yes, as mentioned they can't do it and have no idea why they can't.

[Peter_W]

Hey @Techytom29.

Welcome to the Community!

As a few of the other guys have said here, then this could be down to both an eligibility issue, or it could be with how your account is set up too. 

If you've been reassured that everything looks good eligibility wise, then it'll most likely be down to how the account is set up. 

Did they outright say that we couldn't process the sale for this at our end, too?

Peter