Home security

[MartyCarr]

I am trying to book a home security package but just keep getting "oops something went wrong at our end", this continues to happen, anyone manged to use the website to book?

[Alex_H]

Hi @MartyCarr,

Welcome to the EE Community 🙂

I am sorry to hear you are having an issue with ordering the Home Security package, at what stage during the process are you getting that error page? Have you tried going through it on a different browser, or after having cleared the cookies and cache for the EE Website on your browser?

Alex
 

[MartyCarr]

Hi Alex_H, I have tried several browsers (Firefox, Safari, Microsoft Edge) with the same result, After selecting 'Place Order' for a basic house system the site goes as far as 'creating your personalised recommendations' which thinks about it and then gives the error

 

Sorry, something went wrong on our end

We’re working to fix this. Please try again later.

[Alex_H]

@MartyCarr Is it when you are clicking Place Order on the very first page under the plan you want, or do you get past that initial part, select the number you wish to add it to and press add to bill, accepts the Ts and Cs etc then the final Place Order is where you are having an issue? 

Have you also tried placing the order via the EE app in the Shop> Home Security section? 

[MartyCarr]

Alex

Same result in the App.  I select Home Security, View all Plans, House Essentials, Place Order, then get 'Please Wait, getting your personalised recommendations and then Sorry something went wrong.

[Alex_H · Accepted solution]

Thanks for trying @MartyCarr it does sound like its failing at the very first part then and with it happening across both the app and website it may be something account based causing the issue.

You can use this form here Home Security Contact Form (ee.co.uk) to request a call back from our Home Security team to help run some checks and sort the order for you, or they are also available to call on 0800 048 9279 and they will be able to help resolve this for you.

 

[MartyCarr]

Alex

Called the number and all sorted.  Thanks.

[Alex_H]

Glad to hear you got it sorted @MartyCarr thanks for coming back and letting me know 

[Bdnagda]

So if there is a problem why is it not on the app or on website. Where can I complain about this problem. You can not expect us to looking at places to contact you to let you know there is a issue when there is one. I am going to raise a complaint. Black friday offer rubbish when you can not even place an order with oops. Utter rubbish excuse. I was told to wait for 10 days or more. Why? When the offer is on now. That is ridiculous. 

[Lesley_W]

Hi @Bdnagda 

Thanks for coming to our community.

If you would like to make a complaint, you can find all of the ways to do so here Make a Complaint | Contact Us | EE

Lesley