You can't place an order right now as you have an open order Try again after you

[Jez794]

Ok so only a minor grievance but doesn't show EE are very competent imo. I ordered broadband a few months ago and also got 2 sim only plans. I received notification that full fibre became available so I upgraded, all seems to be working well but if I try to look at available speed upgrades I get "

You can't place an order right now as you have an open order

Try again after your order is complete"

Ive phoned CS approximately 4 times and each time theyve said they will sort it but never do, yes I could phone up to ask for prices but I just want to check offers occasionally on the app , I mean how hard can this be lol?

[Rach_H]

Hi @Jez794,

Welcome to the Community!

I'm sorry to hear about the trouble you're having wih this, and that your order is showing as incomplete in our system, despite you trying to get this resolved. I'd recommend getting back in touch with our team and asking for a complaint to be raised, and for the team to raise a fault to be investigated, so this can be resolved. If you are advised that the complaint is closed I would ask the team to re-open this until the fault is resolved.

Rach

[Jez794]

Hi Rach_H, this has been going on for a few months now and each time I was told it would be sorted. The last time I got in touch with them I was told it was being transferred to the Offline team and I'd receive an update within a few days. This was weeks ago. Seems pointless repeating the same actions over and over hence I posted here. Thanks for the reply.

[Debbie_G]

I’m really sorry to hear this is still ongoing @Jez794 . 

Since it’s been a few weeks without any response, I’d recommend getting back in touch to request an update. Our team should be able to explain what's happening and move things forward for you. 

Let us know how you get on.

Debbie

[Jez794]

So i thought I'd try one last time, 3 weeks ago I phoned CS and explained this had been going on since June 10th and I'd like to raise it as a complaint. I was told I'd be kept informed and it would be sorted in a couple of days as it was being transferred to the correct team.... a few times a week I've been phoned by ee and told they are still looking into it. Today I had a call that lasted half a second and they hung up to pretend they'd tried getting in touch no doubt and then I received an email saying my complaint had been closed. This has amazed me it really is a joke of a customer service handling experience.

[Ali_A]

Hi @Jez794

Sorry to hear you've not yet had a response to your complaint as expected. I'd recommend giving the team another call, where they can check the latest notes on your account, as well as reopen the case to continue working on it if needed. 

Thanks for your patience with this. 

Ali