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

[H-2222]

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.

[Matt_124]

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.

[Gav6B6]

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!!!

[Schockwave]

@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.

[Gav6B6]

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

[Rach_H]

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

[ChicoBento]

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.

[Rach_H]

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

[ChicoBento]

@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...

[Rach_H]

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