Ps5 bundle not accessible to select online

Kandikoated · ‎11-02-2023

Hi, I am trying to select the pS5 bundle for purchase and added to my account but for some reason I feel there is a glitch in your website, as it repeatedly asked me to login, when I’m already logged in. This has been happening for a while which is frustrating as I have been seeking some support but no one can help on the phone and there is no live chat on here…. This is my final option for support

Leanne_T · ‎11-02-2023

Hi @Kandikoated

Thanks for coming here.

Does the same happen if you select any other accessory?

Are you within the first 17 months of your pay monthly contract?

Thanks 🙂

Leanne.

XRaySpeX · ‎11-02-2023

@Kandikoated : Do you already have a mobile phone or SIM contract with EE? You cannot order an accessory online unless you already have a mobile phone or SIM contract from EE. You are expected to pay for it along with your existing EE mobile plan. That's why it's telling you to login to upgrade your existing plan or add another device. You have neither of these.

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Kandikoated · ‎11-02-2023

I have had this account for 10 years and I just upgraded my contract today. No it allows me to select other items just not the ps5. Customer service staff check if the ps5 is in stock (which it is) and if I’m eligible (which I am) so I am not sure what to do next

Kandikoated · ‎11-02-2023

I have had a contract and account with ee over 10 years and I just renewed my contract. As I mentioned in my original message I already login to add the ps5 to my account then asks me to login again when I’m already logged in, and doesn’t allow me to select the ps5 bundle

Leanne_T · ‎12-02-2023

Hi @Kandikoated

Thanks for coming back to me.

Can you try clearing cookies and cache and opening in another web browser and let me know if this helps?

Leanne.

Kandikoated · ‎12-02-2023

Unfortunately i am still having the same problem…. This is such an inconvenience as this is supposed to be a gift which i wanted for a specific day. This has been a reoccurring issue for we customers since last year as I can see in the forum and it still has not been resolved.

Leanne_T · ‎12-02-2023

I am sorry this has not resolved this for you @Kandikoated

This would need to be looked into further for you, please get back in touch with our mobile care team on 150. They can open a support ticket for your My EE account if needed to get this resolved.

Leanne.

kieron20 · ‎22-02-2023

Did you manage to get this resolved? I am having the exact same issue and EE is no help at all. I escalated the issue to complaints and unless you chase them you never get an update. When you do eventually get a response it were waiting to hear from tech and they have nothing else to offer. They might just have the work customer service in the UK.

Kandikoated · ‎22-02-2023

Unfortunately not as there is no specific department that deals with this. I was with customer services for hours getting passed around and then refused to raise a support ticket. They tried to say I don’t have the credit score but that wasn’t true…. They have had this issue on their website since last year so there is clearly a glitch. A friend told me that BT also are offering the Ps5 too