For my PAYG cellphone-number, there is currently no postal/billing address on my ee.co.uk account, and there appears no way to set this either online at ee.co.uk in my desktop browser on linux, or via sms-texts, and I wait forever on hold to 150 to get to talk with a human who might help. "Experiencing a high volume of calls, please hold...". I cannot stay on hold for so long.
I've had the same cellphone number for more than twenty five years since the days of orange. I have no other products/services from EE, except this PAYG sim card. I'm certain that in the past I've topped up online, because I still have the emails to prove it from 2018. But as I rarely login to ee.co.uk, the website deleted my details it seems, without notifying me, and on re-creating the account (same address, email , phone-number etc) there is no way to enter my postal/billing address in my case via desktop browser on linux.
On the desktop browser, logged in to ee.co.uk, the /app/my-adress screen has no address details for me , and this screen (/app/my-address) also has no button or link to allow me to create the postal/billing address, using a desktop browser(linux/firefox or linux/chromium). This seems broken.
When I attempt to topup via the desktop browser on ee.co.uk, it accepts my debit card details, and then requires entry of my postal address (which I provide), and the website responds with "Sorry, we are unable to process your request right now, please call customer services on 150". I then wait forever on hold before giving up for lack of time. Tried multiple times, same result. This seems broken.
When I attempt to popup via 150 on the same mobile-telephone as my registered account, it accepts my pin and forces re-entry of my debit card-details, the desired topup amount, and the a voice says "Sorry, I need to put you through to someone to confirm your address". I them must wait forever on hold, before I run out of time waiting. There is also no indication of where I am in the queue of callers, and constant reminders that I can do this online (which is false in my case, as the relevant screen has no such option!).
I was able to topup by physically going to a store to buy a voucher, which then worked via 150 sms-texts, but the automated systems are currently reliant on a human at EE being available, and of course there are always "high call volumes..." forcing unending waits. The impression is that EE is unable to make technology work in this specific set of circumstances.
It seems that the website is just not currently able to allow the customer to create an initial postal/billing address for PAYG customers either via My Account > Your address, or via the payments screen for PAYG topup from a desktop browser running on linux.
Better programmers needed, better testing needed!
