Unable to purchase additional SIM Card

[g944]

I am unable to purchase an additional Sim Card,  I just called them and they said my account is fine and I can add four more sims but it won't allow me on the App or the Website and he said there is nothing they can do about it.  I explained I just changed my address and asked is that the problem and he said it is the system and their is nothing he can do about it, even when I said, can you not escalate this to technical support. Not very impressed with EE support so far.

Has anyone else had this issue and got it resolved?

[Alex_H]

Hi @g944,

Welcome to the EE Community

What exactly is happening when you try and add a SIM via your online account, what does it say? Do you mean the agent said they were not able to do the sale with you on the call either or were just not able to sort out the online side of things? 
 

Alex
 

[g944]

Hi,

When I am logged in the website and try to browse to the shop mobile sim only I get the following message:

"You're unable to add another product to your account at this time.

Call us to speak to someone about this or stay online and shop for accessories"

When I use the app, it only gives an option to upgrade my current sim.

So I can't see the deals for being a customer.

g944

[Alex_H]

@g944 It does sound like it is something account based being picked up by the online account. Did they try and do the order with you on the call to see if its possible to complete with the agent or whether that comes up with an error as well? 

Alex

[g944]

Hi,

No, I am unable to see the deals and the T&C's so not interested in buying anything unless I can see exactly what I am purchasing.

What annoyed me is the attitude of nothing can be done. So, they are about to lose a sale and when my contract runs out I will be leaving them.

[Alex_H · Accepted solution]

@g944 Thanks for your reply, I can definitely understand being disappointed with your call. I am not sure which department it was you were speaking to but if you are definitely eligible it would be worth speaking to our technical team directly about the online account issue you are having.

I can appreciate you do want to take it out online, but if you did want to take it out over the phone just to clarify they will send out all the details and ts and cs to you to agree with before placing the order.

Alex

[g944]

Hi Alex,

Unfortunately they wouldn't put me through to anyone technical or raise a fault ticket. They just said nothing can be done.

Thanks for trying to help.