PS5 add-on won’t process

[Barney2021]

Trying to buy a PS5 via add on but the website won’t process the order and 150 advise that without an order number they can’t help. Is there anything I can do?

I have a contract with EE all paid on time, am logged in to my account and the page says the item is in stock and I can purchase it. I go through the process, set delivery address, confirm ID with PIN and agree to Ts&Cs. Then when I click next the button just displays a spinning wheel. Tried this multiple times over several days. 

Have phoned 150 twice, first time they advised me it was out of stock (it’s not according to the public website), second time they advised that without an order number no one can do anything to help because it’s an online-only product. I can’t get an order number because the website won’t progress, 150 said there is literally nothing they can do. 

EE, please help me spend £500 with you. 

[Chris_B]

@Barney2021  Have you tried clearing your browser history and cookies?  

[Barney2021]

Yes, have done that and tried from a laptop running a different OS and different browser too. I complete the first page with delivery address, security PIN and Ts&Cs. Then I click “next”, and the page hangs with a spinning wheel on the next button. The spinning wheel is part of the EE site, not phone/laptop OS. 

Had a look on past commuity posts and this issue seems common, advice given there was to call 150. However 150 can’t help because it’s an online-only deal and I can’t get far enough through the process to get the required order number. 

[James_B]

Hi @Barney2021,

Did Customer Care check your eligibility to add another product to your account?

James

[Barney2021]

I have 0 of 5 add ons, active mobile contract, account always paid on time, a high credit score and an income that easily covers the monthly payments. EE Online said I am eligible, no one has been able to confirm whether I’m being personally rejected or whether it is a technical issue. 

On one call to 150 the representative suggested that the issue was my mobile contract is due to end in September 2023, but then backtracked saying it shouldn’t be an issue because the payment plan agreement would continue for the 11 months. 

I’ve gone with a different retailer, since EE is either unwilling or unable to sell to me. 

[James_B]

I'm sorry to hear our Customer Care Team were unable to resolve this for you @Barney2021 

James