Help us make it easier to find what you need on our website.

[Sorcha]

Hi Everyone,

At some point all of you will have had to navigate the EE Website, whether that was to find an answer on our help pages or find out what new products we have on offer.

As part of the Get Help team, @Andy_S_ is working on how to make the navigation around our website the best it can be, and ensure that when you visit it, you can easily and quickly find what you are looking for.

What better way to understand this than by asking you, our customers!

We'd really appreciate it if you could take a few minutes to offer your feedback. He's keen to get your thoughts on anything and everything to do with navigating our website, so let us know what we can do to make this the best possible experience for you

• What part of finding what you need on the website do you feel needs improvement? (If you can share your experience this will really help us understand what work we need to do, to improve)
  
  
• How easy is it to find the information you are looking for?
  
  
• Is it clear on how to carry out certain actions when on our website, i.e. Placing an order, upgrading your package, checking your bills or updating your account?
  
  
• Please include any other feedback you think is relevant to the navigation of the website

We look forward to reading your comments and thank you in advance for taking the time to respond.

Sorcha 

[Phil874]

Agree entirely. Worst user experience I’ve had in my lifetime online ever. Have you considered hiring UX people? Or just use common sense?

[Northerner]

Hi @Andy_S_ 

My experience is as a table user accessing EE using Chrome, the PC portal isn’t as bad, but EE support of mobile devices such as tables. I have mentioned many times before that Chrome especially has problems which certain parts of the site. The site script refers to non ie9 browsers. ie9 is now 9 years old!

The table version of the site doesn’t show the Christmas theme for example. (including desktop view)

To reply to your points:

• If I need to search for a link or an EE guide to help out someone who has posted a problem on the forum. I find It is quicker and more accurate to search google.

• As per the above point mainly to find the areas to help customers who cannot navigate their MY EE online, so for example to activate roaming or international calls, both of which are buried in settings. It is cumbersome to enter your online account from the forum portal if using a tablet. (a aside note is how EE forces you to log into your account to view certain areas of the EE store, I don’t always want to buy something, just browse)

• As per the above point, If you are not using a PC to view the site, EE mobile offering (tablet especially) in Chrome is not user friendly.

Thanks,

[Alex2311]

1. hello and thanks

[jansear]

I am trying to top up my T-Mobile pay as you go fee. At one time I could top up by entering my phone number on the EE website. The site now cannot recognise my number even though by using a top up card on the Post Office it works. The EE site gives a message about converting the account to an EE one but it navigates to a page which has nothing to do with this option. If there is a page it is extremely well hidden. Just a suggestion, when I taught web design my advice was alway to ask some with no experience of the site undergoing work and watch them try to do something. It was always an alarming revelation of a designers lack of understanding of how non techie people actually think.

[James_B]

Hi @jansear,

Welcome to the EE Community. 🙂

Thanks for taking the time to share this feedback.

If you'd like to switch to an EE plan, please get in touch with Customer Care.

They'll be happy to help.

James

[Sarah811]

Hi all, 

I'm new to the site but found what I was looking for with no issues. Pretty easy even for me.

[colboy48]

I've just left EE as customer service is getting worse & worse.
Go to 3 as so far I cannot fault them and they're cheaper.

[Cysticskidd]

Possibly the worst app and web site i have ever used get rid of this...... And reinstate the old one 

[setosa]

agreed with previous person who posted. i have no idea where to start or what this service is about. Is a community a free service of volunteers of other users who find that nobody answers the phone at EE? Strange for a telecomms business. 

[bristolashley91]

the worse website not easy- at all.... most page not working as well