Stuck at checkout

Malky7319 · ‎01-10-2022

Hi

Been trying for two days to add a ps5 to my monthly plan. Details all correct. Enter a security pin and tick terms and conditions box. Click next and it wont move past that stage. Just spins as if it's trying to process. Tried on more than one device and network and just the same.

Any help would be appreciated.

Christopher_G · ‎02-10-2022

Hi @Malky7319

Welcome to the community.

Thanks for trying another device. I would recommend calling 150 to try and get it added.

Chris

Malky7319 · ‎02-10-2022

Thanks Chris. I didn't realize you could add one to your plan over the phone. I'll call tomorrow

Appreciate the reply.

Malky7319 · ‎03-10-2022

Hi Again

Called 150 today as advised and they stated that they can't do anything over the phone it has to be purchased online. They said if I call back they would raise a ticket but that it wouldn't really solve the issue. The only suggestion was to delete my internet history and cookies which I did and still the same outcome. Also tried a colleagues phone with a different browser half an hour ago and exactly the same, just spinning and not progressing past the checkout phase. This is now the fourth day of trying to get a ps5 with no joy. Really don't think there is much else I can try to be honest but I'm all ears if there's any way around this.

Thanks

James_B · ‎03-10-2022

Hi @Malky7319,

Before you call back to raise a support ticket, please can you try making the purchase via an incognito/private tab in your web browser and let me know if you see the same issue?

Thanks

James

Malky7319 · ‎03-10-2022

Hi James

Just tried incognito tab in chrome and private tab in edge and same result. What would the procedure be if I raised a ticket? Would it help?

Thanks for the reply

Leanne_T · ‎04-10-2022

Hi @Malky7319

The team will go through everything with you and once the ticket is raised this can be investigated to get this resolved for you.

Leanne.

Malky7319 · ‎06-10-2022

Hi Leanne

Was on the phone today with EE for quite a while. Asked to raise a ticket. They then put me on hold and spoke to the specialist team (I think that's what they were called). They then came back to me and advised that I do this through the app and not your website. They said it could be a stock issue (they're in stock and go into my basket) or that it might be due to the high number of people on the site at that time (I've tried for a week even at 4am so I doubt that's the case) Then get a text informing me that the case has been closed. Tried through the app and exactly the same outcome as before. I guess I'm going to have to save up for one and forget about adding to my plan through EE. Very frustrating.

Christopher_G · ‎07-10-2022

Thanks for getting back to us, @Malky7319

I've sent you a private message to get some information from you.

Thanks

Chris

Malky7319 · ‎08-10-2022

[Mod edit: Please don't post your address in this public forum. Thanks]