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Frustrated by the EE App

Adriano8
Investigator
Investigator

‎27-01-2025 11:18 AM

I have just switched my Broadband, TV and Home phone over from BT to EE. I have linked my devices to my account but managing all this in the app is proving very frustrating. The app seems slow and clunky and keeps going round in circles, often ending with an error message "Sorry its our fault please try later". The orders section tels me orders are complete when Im still waiting for the equipment or stuff 'Ive asked for over the phone isnt showing at all e.g. free tv minibox. For a big company the app is an absolute joke as far as I can see. Was never like this with BT.

0 Helpful
3 REPLIES 3
mkcomputing
Established Contributor
Established Contributor

‎27-01-2025 11:47 AM

@Adriano8 wrote:

For a big company the app is an absolute joke as far as I can see. Was never like this with BT.

It is certainly shambolic, with a constant stream here of complaints, but you may have put your finger on it.

BT is EE, or vice versa, depending on which way you look at it.

BT is dead. Long live EE.

Now that the two have merged, we seem to be in the middle of a transition of things from BT to EE. My BT TV service  changed its name to EE a while back.

I am about to switch one of my BT broadband accounts to something else. I haven't pick a new ISP yet. EE would seem like a natural choice, but seeing the mess around here, I fear that I will fall down some sinkhole.

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JayCee999
Explorer

‎27-01-2025 05:10 PM

There are lots of glitches and features in the app that either don't work consistently or at all. It feels as though the migration from BT to EE is ill prepared or not entirely ready.  Its a great shame, as I can see what they're trying to do with the app and there are some good features ... IF they work! 

The only upside I see is that it seems a lot easier to speak to a human when an issue occurs than many other providers - and many of them are very helpful.

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Adriano8
Investigator
Investigator

‎28-01-2025 07:50 PM

Well yes, Ive been able to speak to lots of "guides" over the past few weeks who have all been lovely and tried to be helpful but I still have issues outstanding despite being assured they would be sorted eg equipemt requested and not sent, previous home phone number not yet transferred over despit being assured it would be, two phone adapters arriving instead of just one, promised call back at prearranged day/time not materialising, etc.

Poor customer service if it doesnt deliver the solution despite being nice people.

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