topic Re: EE App in EE app and website

EE App

Nipperlocko1 — Wed, 18 Jun 2025 10:00:28 GMT

What absolute **bleep** joined EE mobile and broadband in March and still unable to access the alleged App, got to be close to 30 calls to guides and technicians plus visiting EE shops and not one person has been able to get access for me after moving from BT, had Two id’s and still nothing, can’t even login online via laptop or mobile, absolutely pathetic customer service

Re: EE App

Peter_W — Wed, 18 Jun 2025 09:17:00 GMT

Good morning @Nipperlocko1.

Welcome to the EE Community, and I'm sorry to hear you've had so much trouble getting this resolved.

When you've been speaking with our team around this, have they been logging fault tickets and keeping you updated?

Sometimes issues can be complex and take a bit of investigation, but I can understand why you would feel frustrated if you've spoken to so many people.

Peter

Re: EE App

Nipperlocko1 — Wed, 18 Jun 2025 09:31:18 GMT

The situation has been logged umpteen times but they never get back to me so I end up calling again and again to let them know I’m seriously not happy with the situation, and they log it again very frustrating especially when I had no issues whatsoever with the BT app

Re: EE App

Peter_W — Wed, 18 Jun 2025 10:43:24 GMT

@Nipperlocko1 Our team should absolutely be logging this and keeping you updated, and if you're unhappy they should be recording a complaint on your account too.

My recommendation here would be to log this as an official complaint via our online webform.

This will go direct to our dedicated complaints team, who will be able to take ownership and investigate the experience you've had over all here.

You can also find details on our escalation process via our complaints code of practice, too.

Peter

Re: EE App

Nipperlocko1 — Wed, 18 Jun 2025 10:57:40 GMT

Thanks for this Peter, I’ve just made an official complaint via the web form

Re: EE App

Peter_W — Wed, 18 Jun 2025 12:59:11 GMT

Thanks @Nipperlocko1.

As I mentioned, sometimes these faults can be complex and take some investigation, but it should definitely be something we can get sorted.

You take care,

Peter