topic Unbelievable3 in EE app and website

Unbelievable3

Bloodpressured — Fri, 20 Feb 2026 14:57:10 GMT

Please, EE can you do something about your Customer Services System? It is not just extremely slow, but navigating around it is so customer-unfriendly, and your use of IVRS is a disgrace. This morning I wanted to load the EE app on my wife's phone.

I downloaded the app and tried to load our account and mobiles. This failed, and when I was given an error reason, the account holder's name was wrong. When I checked further, I found my wifes christian name had been mispelt and I had to call 150 to have it corrected. This involved having to select 7 different options, finally to be put through to a customer service rep who could not help me as she did not have the appropriate system access to change a simple spelling mistake. She had to be put me through to TECHNICAL, who also did not have access to the application that allowed her to change a simple error in my wifes christian name. I cannot believe the difficulty this was to do, and I hasten to add that I am still not certain it has worked. Please look at why it is so slow and cumbersome to navigate and I can assure you it is not my system as you will see I have 150Mbs and a very fast response from all other systems I access.

Re: Unbelievable3

Leanne_T — Fri, 20 Feb 2026 17:01:50 GMT

Hi there @Bloodpressured

Thanks for coming to the community.

I'm sorry you've had this experience when you have called and had to select a number of options to speak to a guide.

If this has not been resolved and you wish to discuss your experience further, you can open a complaint using our Make a Complaint online form. One of the team will get in touch with you to help get this sorted and help you further.

Leanne.

Re: Unbelievable3

Chris_B — Sat, 21 Feb 2026 08:13:38 GMT

@Bloodpressured What’s has calling customer support got to do with your broadband speed that you decided to post ? And I can probably say EE network connection is way faster than 150Mps.