I received an email stating I was out of contract for my broadband. I was given a link in an email to the website which appeared to offer a new deal. After following the link and going around in circles for nearly an hour, being asked to log in repeatedly, and given absolutely NO information at all toward renewing the deal I gave up. I contacted support and eventually again after explaining everything after selecting specific criteria to talk to someone they told me they can only help new customers.
The website is DIRE, to the point it's either unusable (breaks), confusing or just takes you around in circles with no relevant or useful information. As a result, I'm not renewing my service, BECAUSE I CANT WORK OUT HOW TO.
I have 0 issues with the service but after burning close 3 hours and getting absolutely NOWHERE with being able to renew my package I'm going to jump to another provider.
The only package I did get offered on the site didn't match what was in the email and was more expensive than my rolling contract, so how about no?
As stated in my complaint, EE should do basic testing where they attempt to use the website or follow links sent out from their own emails and see what the experience is like. At that point they should probably consider sacking the head of operations accountable for it - because the experience is so pointlessly bad it's costing them money and retention.
