Hello EE Community,
I am reaching out to share my experience with the EE website and mobile app, hoping to gain insight and, ideally, a response from EE regarding these ongoing issues.
Despite numerous attempts, I have found it almost impossible to complete straightforward tasks, particularly paying my bill, due to what seems to be a highly dysfunctional system. The website and app lead me through endless loops of broken links and repetitive navigation, making it nearly impossible to achieve even the most basic functions. It is frustrating beyond words.
From my experience, it appears that the app is simply a front-end overlay for an outdated and inefficient website, leading to constant failures. It claims to provide solutions, but in reality, it offers only more dead ends and errors.
As a neurodivergent individual, I find these barriers extremely challenging. The complexity and inefficiency of EE’s digital platforms only exacerbate my anxiety and frustration, making simple tasks overwhelming. I rely on self-service options as I prefer not to call customer support due to social anxiety. However, when those digital services fail at every turn, it leaves me without options.
I am not alone in this. It is estimated that at least 20% of EE’s customer base is neurodivergent, meaning a significant portion of users face similar accessibility challenges. Through searching online forums and community discussions, I have found that many neurodivergent customers struggle with EE’s digital platforms in the same way. The sheer volume of complaints highlights a widespread issue that EE has seemingly ignored.
Additionally, I recently discovered that EE provides a registration link for customers needing additional support due to a disability. While I appreciate that this option exists, I am unwilling to provide a copy of my medical diagnosis to a communications company just to receive basic accessibility accommodations. This is a highly sensitive document, and I challenge the necessity of requiring such personal information to access reasonable adjustments.
To make matters worse, I have now been penalized with late payment fines due to EE’s own technical failures. This is unacceptable. Why should I be financially punished for EE’s inability to provide a functional and accessible platform?
Furthermore, after further investigation, I have found that EE appears to be merely paying lip service to its legal commitments regarding accessibility. There are sections on EE’s website claiming to offer support for neurodivergent customers, but when clicking on the registration link, it merely redirects to a page suggesting customers call 150. This either demonstrates a complete misunderstanding of what neurodiversity is or is a blatant attempt at compliance without genuine action. If EE truly intended to support neurodivergent customers, it would provide alternative, accessible options rather than directing users to an anxiety-inducing phone call.
I am asking EE to take this issue seriously and provide the following:
Immediate improvements to the website and app functionality to ensure customers can reliably complete essential tasks, such as paying their bills.
A refund of any late payment fines that have been incurred due to these usability issues.
A clear response from EE outlining what steps are being taken to improve accessibility for neurodivergent users and those with disabilities.
I know I’m not the only one experiencing this frustration. Has anyone else in the EE community struggled with similar issues? If so, how did you manage to resolve them? I look forward to any insights and, hopefully, a response from EE.
Thank you.
