topic Re: Why is the EE website so difficult to use? in EE app and website

Why is the EE website so difficult to use?

Lakshmila — Wed, 21 Feb 2024 08:39:46 GMT

I'm sorry EE but you really need to look at the usability of your website and app. It is just so difficult to use! Simple tasks that users will need to do often, like add and remove add-ons are so hard to get to. It is much harder to remove an add-on too which is questionable. Make it simple!!!

It's impossible to find anything and i spend a long time getting frustrated with the website and the app. It also crashes constantly. EE you need help from a professional web developer as it seems as though your cousin or brother-in-law did it on the cheap.

Really not good.

Re: Why is the EE website so difficult to use?

Lakshmila — Wed, 21 Feb 2024 08:46:01 GMT

I agree totally. It's been very hard to use for a long time and I keep hoping they will get it sorted. The whole site is not very intuitive and it's almost impossible to find anything. Simple tasks like managing your add-ons are not readily available. Plus it crashes all the time and just stops working.

Re: Why is the EE website so difficult to use?

James_B — Wed, 21 Feb 2024 12:02:16 GMT

Hi @Lakshmila,

Welcome to the EE Community. 🙂

I'm sorry to hear you're having problems navigating our website.

What problems are you experiencing when trying to manage your add-ons?

Is this at ee.co.uk or in the EE app?

James

Re: Why is the EE website so difficult to use?

Nazzzzzzzz — Sun, 10 Mar 2024 17:58:25 GMT

Everywhere!!

it’s ridiculously impossible to use not just because of the use ability issues but also because it’s BROKEN!!!!!

half the links don’t £&#@%n work

the link to the add on page just goes to the manage your numbers and it’s absolutely frustrating to the point I want to smash something with this website! Voted best network has to be a joke and probably fixed with fake votes too. I can’t believe anyone is actually voting for ee to be any good.

at least make the damn links in your website go to the right place, that’s absolutely basic **bleep** 😡🤬🤬🤬🤬🤬🤬

Re: Why is the EE website so difficult to use?

Buz77 — Sun, 11 Aug 2024 10:55:25 GMT

Agree

Re: Why is the EE website so difficult to use?

anjampie — Wed, 14 Aug 2024 12:58:10 GMT

Specific examples current as of 14-Aug-2024:

On a mac desktop running macOS Sonoma 14.6 (but also true for other platforms): go to https://ee.co.uk/mobile/sim-only-deals. On the toggle switch 'Are you an existing EE mobile customer?' switch the toggle to 'Yes'. Attempt to purchase your favourite plan... click on the button that says 'Log in for saving'. You are taken to the page https://ee.co.uk/what-do-you-want-to-do-today where you start all over again and can't make your purchase.

On the EE app (android - Pixel 8): from the homescreen headlined 'Good afternoon ...' click on the 'Shop' button on the bottom. The app displays 'Sorry, looks like a technical error. Please call us on 0800 956 6000 and we'll try to get things sorted.

Re: Why is the EE website so difficult to use?

Peter_W — Thu, 15 Aug 2024 10:55:00 GMT

Good morning @anjampie

Thanks for taking the time to share those examples for us.

I've had a check of the issues you've mentioned here, and I'm not able to replicate these at my end.

Have you had a chance to try a different device or browser?

Peter

Re: Why is the EE website so difficult to use?

anjampie — Thu, 15 Aug 2024 11:02:35 GMT

Hi Peter. You were unable to replicate these issues using my hardware setup (described above), or using your different hardware setup? I think actually the process may be broken for specifically for PAYG customers only. Do you have a way to test that?

Re: Why is the EE website so difficult to use?

Peter_W — Thu, 15 Aug 2024 11:20:56 GMT

Hi again @anjampie.

I'm not able to replicate your exact setup, but I've tried this via Windows, Safari on iOS and the iOS version of the EE app, and none of these were highlighting these errors.

My account is pay monthly though, so I can't say for sure with pay as you go, and the process for switching from PAYG to PAYM is a bit different.

We have details of everything you need to know on our help pages for making the switch and getting your discount.

Peter

Re: Why is the EE website so difficult to use?

VoidDragon — Sat, 17 Aug 2024 06:51:44 GMT

The entire website is a mess. Most of the links don’t work, when trying to search for something you get unrelated search results, when I was redirected from the app to the website AND I was logged in it said to log in. I can’t find anything I want on the website, e.g I want to get the Apple Watch Ultra 2 (orange ocean band) where you pay £40 p/m which I found when redirected… but then when trying to check out it says I need to be logged in and I was. So when I tried again, after logging in, I can’t find the page! Why is navigation so broken? There are no links for individual items, watches, phones, accessories etc, and no sub links for buying outright or linking with the contract I already have. AND why can’t you order right off the app? It redirects you to the website for nearly everything! ALSO the “see what’s included in your plan” (on the app) NEVER works; it shows the same ⚠️ icon and saying there are issue with the server… the same message has popped up for the has couple of YEARS. Why should I need to ring through to sales/customer service to buy something when I should be able to do it in line and FROM the app. What’s the point of having either and app or website that doesn’t even work?

Re: Why is the EE website so difficult to use?

anjampie — Sat, 17 Aug 2024 10:13:05 GMT

I think this is in part because the EE website testers all have the same configuration of set-up e.g. some type of contract plan. I switched from PAYG to contract recently and a bunch of broken web and app pieces are now working for me. Read @Peter_W above... he doesn't have access to be able to test the user experience from a pay-monthly perspective.

Recent experience: look at https://ee.co.uk/mobile/sim-only-deals (you might need to clear cookies from ee's website first). As of today there is an All-rounder plan with 30 Gb on a 24 month plan for £14 monthly for existing ee customers. That finally convinced me to switch from PAYG to contract. I call ee and talk to 'Adam' who tells me that plan is £20 monthly, not the £14 that I am staring at in front of me on the website. Adam won't budge, so I check Ofcom's advice on false advertising and they say first contact customer service so I call 150 (again) this time connecting with Rebecca. She also tells me the plan is £20 and that she's on the exact same web-page as me (sim only deals)... now what? I tell her I see £14 and she asks me to email her a screenshot. I email the screenshot, she speaks to her manager and I get the £14 deal I see advertised in front of me. So the story has a happy ending. A mate of mine suggests it is a deliberate policy of false advertising from ee where most people that call 150 (you can't 'Log in for saving' on the website because that link is broken for PAYG customers!) will just take the £20 instead of the advertised price. I'm willing to give ee the benefit of the doubt on this one and attribute the experience to incompetence rather than malice.

Re: Why is the EE website so difficult to use?

davyboy175 — Mon, 23 Sep 2024 15:22:01 GMT

This is beyond bad ..... it is almost as though its deliberate ..... why I dont know.

BUT its been bad for a long time and a company the size of EE really cannot afford the bad publicity. If it were ever shown to be company policy the reputational manage would be huge.