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.

[Techytom29]

Hi Peter 

Thanks for this.

Account is very old and I've done this before many times. They have all just said "they can't add it to the basket" then they apologize and say they don't know how to do it. And that's it.

[Rach_H]

This does seem odd, andI'm sorry to hear that this is happening @Techytom29.

Did any of the guides mention raising this as a fault, so we could get this looked into and fixed, or advise on the next steps?

I'd recommend getting back in touch and asking for this to be done, if it hasn't been already.

Rach

[Techytom29]

UPDATE

Finally ordered. I called again. For the 7th time. Spoke to a very helpful young lady who was aware of the problem yay! She had a colleague that knew a 'work around' she managed to place the order. Nothing to do with credit limits, or my account. An issue that seems to be known between few employees about the website.

Spoke to her about the comments on here and Reddit etc and said that that people had been reporting this for well over a year. She agreed and said it has been a problem for quite a while.

So my take from this although I'm thankful she got it ordered is that this is a known issue, it's not communicated very well between staff. No one knew how to sort this other than this girls colleague who I am thankful for.

But what a mess and totally awful for a major company like EE. This needs fixing, I find it hard to believe with all the reports on the forums that people higher or specifically from the digital team aren't aware of this issue.

[Rach_H]

I'm glad to hear that this has been sorted for you now @Techytom29 but I can understand your frustration that it has taken this long, and that this doesn't appear to be getting sorted. 

I'll get this fed back to our team to see if there is anything more we are able to do.

Rach