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Sorry We can't get your account details

InstoneR — Sat, 12 Oct 2024 16:46:15 GMT

When trying to switch to another provider or even when trying to modify my own broadband/phone package I receive this error.

I was told in the EE shop that my account was not acting as expected and that it needs to be looked at.

Re: Sorry We can't get your account details

Chris__S — Sun, 13 Oct 2024 07:47:12 GMT

Hi @InstoneR I'm concerned to hear that you're getting an error message when you try to switch plans.

Are you having the same issue when you log into your account on both the app and a web page?

Chris S

Re: Sorry We can't get your account details

InstoneR — Sun, 15 Dec 2024 14:03:44 GMT

Hi Chris, this error doesn't occur when logging in. I went to the EE shop in person and they also had the same issue when having a look at tariffs for me. The only option they saw was massively overpriced and they couldn't view any details at all.

Re: Sorry We can't get your account details

Michael_D — Mon, 16 Dec 2024 08:49:29 GMT

Thanks for explaining @InstoneR

So can you see parts of your account online, but it is the plans and offers that are not working?

It may be worth getting in touch with our guides so they can look at this part of your online account and also discuss your options with you.

Michael