EE website and app is unusable slow, total rubbish

[Thccj]

Hi there,

I wanted to express my dissatisfaction with the exceptionally poor performance of the EE website and app, which I have to endure every time I use them. I have never encountered a website or app that functions as poorly as EE's. The website loads painfully slowly and crashes completely when any ad blocker is active. I believe it is overly reliant on trackers and other unnecessary marketing scripts, preventing it from loading correctly if an ad blocker prevents tracking. When I turn off the ad blocker, the website takes ages to load, and half of the time it loads incorrectly. Not to mention the never-ending loading animations. The same issues apply to the app; half of the time, it displays an error message like 'something went wrong,' preventing me from checking my data, or, more frustratingly, sharing data - as if it were designed to fail at sharing. The only section that loads relatively quickly (by EE's slow website standards) is the Bills department.

I wanted to ask: what is going wrong? You are the broadband supplier, so why are your own utilities so painful to use in terms of speed? Please, don't try to blame other factors; it performs just as poorly on the 5G EE network as on my EE 1Gbps fiber network. Is there any explanation for this? Why do I always have to endure such frustration, almost like experiencing PTSD, every time I try to use your app?

Unhappy, long time user.

[JamesEmbrey]

Same here.

For YEARS EE's web and app experience has been diabolical but here's the thing:

THEY DON'T CARE

As long as they have your money (how much are those March increases again??) then they're happy.

I need an invoice for my business.  Here's what I get. Again:

  {
                "code" : "500",
                "message" : "QuotaViolation"
            }

Why??? WHY??????

[Katie_B]

Hello @JamesEmbrey. 

Thanks for coming here. 

I am sorry to hear you are unable to access your bills. 

Are you seeing this error when trying to open a bill or when you log in to your account?

Katie

[Daftee]

Absolutely garbage this app and Wifi was sold it as the best wifi for gaming but thats a lie! I was with BT before and didn’t have any latency issues now games are unplayable and the app is shocking whenever i go into wifi controls its crashes the wifi and the “game mode” is complete trash it doesn’t do anything its all a lie and im extremely unhappy would cancel my contract now if i could 

[Squishylea]

I agree - it’s getting to the point where I just want to throw it all in and move contracts now just due to how difficult it has become to manage my account online or on the ridiculous app they now have. I can’t even find my contract details for crying out loud! All I want to do is check when my contracts end. Might just pay it all off and jump ship at this point!

[James_B]

Hi @Squishylea,

Welcome to the EE Community. 🙂

To check your contract end date in the EE app, please tap 'View full usage' followed by 'View your plan details'.

Thanks

James

[Squishylea]

Wow took me ages to find the tiny 'view full usage' on the app - I hate everything about the app and the website  - seriously I am so over this rubbish. Cannot wait to leave.

[Maria70]

They don't care, everyone is telling them how crap this app is and how they want to leave, instead of addressing the issue they either gaslight complaining customers with the usual "Have you tried uninstalling and reinstalling? Have you tried clearing the cache? Try using the web based version... etc or they just direct you to your contract end date. Whoever is in charge needs a kick up the butt and some lessons in listening and retention!!!

[Will25280]

Well your EE team all need firing then. Because if their supposedly constantly making regular updates to improve performance, their failing miserably every single time. 

The EE app and website have been horrifically painful and bad to use for as long as I can remember, and I've been with EE for more years than I can remember. Not by choice I might add, but because other providers coverage where I am is non existent. If it wasn't for that, I'd have left EE behind me in the dust a long-time ago, and thats because of the app and website. 

So what are these supposed updates their doing?!?! Because its certainly not on performance and reliability. 

It's a disgrace!! And they are very very clearly either Not doing their jobs at all. Or are just indescribably incompetent at their jobs. 

[G109B]

I agree with what you say, I have never encountered such a poor service. Here is my experience:

They promise to send a code to the email I just entered to verify my account, and they just do not do it. I admit the possibility it is because I am not registered, despite actually being a customer, BUT WHY DON'T THEY SAY SO ? I find this typical of EE. Often I get a 2 bar EE 4G connection on my iphone which lacks any forward connectivity. Why accept the connection when they cannot provide any service ? I have also encountered this with roaming WiFi, the phone connects and just sits there waiting for responses. I think iphone should time-out and dump the connection, but why do they accept the connection when they cannot offer any service ?

Edit: I always look in my spam folder when something doesn't turn up as promised. I have since managed to register using a btinternet email address, hence this post. BT already forced me into the hands of EE for my mobile phones, if they end up doing the same with my Full Fibre 500 broadband I think I will run away screaming.

[CyprusUK]

I've been a customer for a year and the EE website has never worked.  It either doesn't load, loads but doesn't display what you expect, displays some of what you want or straight up crashes the tab in your browser. I've tried chrome, edge and firefox.

The EE website is simply a disaster. I have no idea how this can be allowed by ofcom. There should be some kind of fine or force EE to switch the CMS technology they use.

I mean it, the website is an absolute disaster. The App is no different. 

DNS errors, failed to load errors and the infamous "It's not you it's us" error. You end up closing thinking they are rebooting the server or something but when you come back to it 30 minutes later it's worse.

All this happens during non peak times during the day. You would be a brave soul and an fool to try and get access anything on the EE website at peak times. 

It's not on, customers should not be put through this kind of hassle and it's a disgrace that it never gets fixed or changed so that it works. Shame on you EE for cheaping out when it comes to website technology.

I've documented the problems (screenshots, videos and time logs) and will give it another month and if nothing is done I go to ofcom and the news media. I think EE need to be made embarrassed about this and so they should.

When the website doesn't work people resort to a phone call which is why it takes 45 minutes to an hour to get through to someone.

Sort it out.