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E00001: Service Error when trying to view order

FoxRadio
Contributor
Contributor

‎17-07-2026 05:46 PM

I am being transferred to EE from Plusnet on Monday, as I wanted to keep my landline. A member on the Plusnet forums gave me a link to follow the progress of the order. I put in my order reference & postcode in & saw the progress. There were a couple of links for more info, but to see that, I had to create an account first.

I have just done that, but now I get an error message when trying to see my order. The first error message says "unauthorised", but then changes to:-

E00001: Service Error. User Reference is REF20260717-1783473648522

If I log out, then I can follow my order again. I only get the errors whilst logged in.

Does anyone know why?

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5 REPLIES 5
Ali_A
EE Community Support Team

‎18-07-2026 09:02 AM

Hi @FoxRadio 

Welcome to the EE community! 

Seems like an odd situation. Are you trying to track it through Track an order | EE page? 

Ali

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FoxRadio
Contributor
Contributor
In response to Ali_A

‎18-07-2026 11:37 AM

Hi @Ali_A  Thanks for the welcome.

Yes, that's the page I'm using.

I just clicked on that link in your post. I filled in the order reference & post code. As I wasn't logged in, it showed me my order details. Once I logged in & tried again, the error shows up again. The first bit of the error after REF is obviously the date. The last few digits of the second number after the dash change every time I refresh the page.

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FoxRadio
Contributor
Contributor

‎18-07-2026 11:47 AM - edited ‎18-07-2026 11:54 AM

To eliminate browser issues, I also tried with Firefox and Chrome (I used Edge previously). I still get the same error.

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Chris_S
EE Community Support Team
In response to FoxRadio

‎20-07-2026 12:55 PM

Thanks for updating us @FoxRadio 

I'm sorry to hear that you're still unable to track your order's progress.

I'd recommend getting in touch with us so a guide can get this looked into further and give you an update on your order.

Chris S

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FoxRadio
Contributor
Contributor
In response to Chris_S

‎20-07-2026 01:35 PM

@Chris_S 

Thanks for the suggestion.

As I was transferred to EE this morning, I thought I would try again, but it's still the same. I also tried the link to manage my broadband plan, as I wanted to confirm contract length, monthly payments, etc. but I get the response:-

We can't load this right now

There's a problem getting the information to you. Please try again later.

Perhaps it takes a while to be able to view my plan, as it's only been active for a few hours?

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