topic Re: EE Difficulties - The EE app is really bad and so is the website in EE app and website

EE Difficulties - The EE app is really bad and so is the website

H-2222 — Wed, 06 Aug 2025 16:58:14 GMT

The EE app is really bad, and so is the website.

Trying to upgrade my phone for the last few months (still getting charged full price each month), the app says I'm not eligible for an upgrade, and the website doesn't have an option for it.

Constantly unable to log in to the website with my account.

Error message all the time when clicking on links on the website or being sent links from automated phone calls.

Nearly impossible to navigate the website without constant errors.

Very limited types of data contracts/plans for existing customers.

Long phone call waiting times.

I was misled about the product I was getting, so an EE salesperson could make the sale.

Re: EE Difficulties - The EE app is really bad and so is the website

Matt_124 — Wed, 06 Aug 2025 17:36:55 GMT

How long have you had your current plan & how long was the minimum term? Also how long have you been an EE Customer on Pay Monthly and is it showing as outside of the minimum term when you go to Manage > Mobile & SIMs?

Upgrades are usually blocked for 6 Months for new customers or new lines on the account, so even if you were sold a plan with a 1-month-rolling contract as a new customer or additional line on your account for example - this would be unable to be upgraded until the 6 month mark.

Re: EE Difficulties - The EE app is really bad and so is the website

Gav6B6 — Thu, 07 Aug 2025 06:36:00 GMT

100% agree - half the time you can's see simple things such as your bill (error message: We can't show your bill right now. Refresh or come back later when we've fixed things.)

The site has poor navigation, takes ages to find anything, pages take far too long to load (over 10 seconds sometimes).

Tried to look at my bills: "Sorry, something's gone wrong Please refresh the page or have another go later when we've fixed things."

Click on the Upgrade Now button and you get "Sorry! We couldn't find that page ..."

Come on EE - your stores are decent, fix your web site!!!

Re: EE Difficulties - The EE app is really bad and so is the website

Schockwave — Thu, 07 Aug 2025 10:21:44 GMT

@Gav6B6 , have you made sure that you have the latest version of the app? Was this during the night that it was not working?

It should be ok now, as maintenance is done during the night when fewer customers are likely to need to use it, unlike during the day.

Re: EE Difficulties - The EE app is really bad and so is the website

Gav6B6 — Thu, 07 Aug 2025 10:33:02 GMT

Web site (not app) - this was during the day (around 8am) - it happens frequently.

Re: EE Difficulties - The EE app is really bad and so is the website

Rach_H — Thu, 07 Aug 2025 13:38:36 GMT

Hi @Gav6B6,

Welcome to the Community!

I'm sorry to hear about the issues you're having with the website and your profile. Are you able to navigate the website without seeing these issues when you aren't logged in?

Rach

Re: EE Difficulties - The EE app is really bad and so is the website

ChicoBento — Thu, 07 Aug 2025 13:55:05 GMT

I agree. Yesterday I was trying to unlock my phone, but found an error "Application error: a client-side exception has occurred" and it remains. I tryed to contact support, but it's only available for the country. You should haver an email for support from other countries.

Re: EE Difficulties - The EE app is really bad and so is the website

Rach_H — Thu, 07 Aug 2025 15:45:11 GMT

Hi @ChicoBento,

Welcome to the Community!

I'm sorry to hear you have been having trouble getting in touch. If you're calling from abroad then you can reach us on +44 (0)7953 966 150 and the team will be happy to help you.

Rach

Re: EE Difficulties - The EE app is really bad and so is the website

ChicoBento — Thu, 07 Aug 2025 16:09:32 GMT

@Rach_H and I will pay more for the call than I paid for the phone. Just because it's 2025 and companies don't work with emails anymore, or don't fix their sites, because there even is an option to unlock the phone on the site. At least someone from the company could solve the problem from a private message...

Re: EE Difficulties - The EE app is really bad and so is the website

Rach_H — Thu, 07 Aug 2025 16:59:10 GMT

We don't have access to customer accounts here on the Community @ChicoBento.

Is there a particular page on the site you're having trouble with? Does this issue still persist after you clear your cookies and cache?

Rach

Re: EE Difficulties - The EE app is really bad and so is the website

ChicoBento — Thu, 07 Aug 2025 18:34:57 GMT

@Rach_H

It's this one: https://ee.co.uk/plans-subscriptions/mobile/settings-permissions/device-unlock/check-device I get an error as in the image. I have tried 3 browsers, and also mobile data. And I always get the same error.

Re: EE Difficulties - The EE app is really bad and so is the website

Leanne_T — Fri, 08 Aug 2025 08:03:19 GMT

Thanks for coming back to us @ChicoBento

Could I check some extra details, do you get this error message after entering the IMEI? If so, have you tried another network SIM in the device to see if the device is already unlocked?

Information on unlocking a device through EE can be found in the Unlock EE Device to Use with Another Network page.

Leanne.

Re: EE Difficulties - The EE app is really bad and so is the website

ChicoBento — Fri, 08 Aug 2025 10:03:12 GMT

@Leanne_T yes, it was the first thing I did. Yes, I went to that page, inserted the imei, and clicked "next". And I got the error as in the print I left in the previous message.

Re: EE Difficulties - The EE app is really bad and so is the website

Leanne_T — Fri, 08 Aug 2025 13:12:50 GMT

Thank you for confirming this for me @ChicoBento

If the unlocking form is showing you an error message, you would need to get in touch with us from any phone and the team will be happy to help you with unlocking the device. I am sorry we are unable to get this resolved on the community.

Leanne.

Re: EE Difficulties - The EE app is really bad and so is the website

ChicoBento — Sat, 09 Aug 2025 13:47:14 GMT

@Leanne_T

That's what I was trying to avoid, because as I said, I don't live in the UK, nor am I a EE (or other UK network) client, so it won't be cheap, especially in case it would take long. In 2025, one would expect a company to have an email for situations like these. Or at least fix the site. But, the only thing the company has, is a community witch is eager to help (and I thank you all for that), but can't do much. I even installed the app, but even the app won’t help me.

Re: EE Difficulties - The EE app is really bad and so is the website

Schockwave — Sat, 09 Aug 2025 14:17:52 GMT

@ChicoBento , EE do not use email address, as this would take too long to resolve and may get missed by customer support, so the only way is to ring them.

If you check my signature, you will find ways to ring them and if you have a web app, you should be able to ring them for free.

Re: EE Difficulties - The EE app is really bad and so is the website

JKT22 — Fri, 31 Oct 2025 01:48:35 GMT

I agree EE app is terrible it is not user friendly and full of error messages. I will write a review on trustpilot