The worst service provider website I've ever come across

[IanNicholson]

Am I the only one utterly fed up with the EE website and app? Nothing works properly. Firstly it can be almost impossible to log in. The process of entering username, password and passcode can be completed but more often than not the process just takes me back to the site homepage with a request to login. This applies to both the website when using my laptop and when using the app on my phone. If the login process does actually let me in to my account it can then be almost impossible to navigate to new pages or access information I need. It either just keeps me in the same location time after time or takes me back to the home page with another request to login. Even if I do manage to navigate to the page I need the whole thing is badly designed and laid out. I have used many service provider websites for banks, BT, water company, energy providers, motor and home insurers, NHS, vehicle satellite trackers, breakdown service providers, car dealers, HMRC, DVLA etc etc and never have I come across anything as unpredictable, unreliable and badly designed as the EE offering. None of my current service provider websites present any problems at all apart from EE. It really does need sorting out. And the usual, try clearing your cache and cookies or try using a different browser just won't wash with me (anyway I've tried both with no success). It is the website and app that are the problem. I never had any issues like this while I was with BT and now regret making the switch a few months ago as I was persuaded to do. If it doesn't improve it will be a deal breaker when my contract is up for renewal.

[Profile closed]

@UserB 

I’m not an employee. And I detest EE.

But equating an app or service with cancer is moronic.

[BEKBEKBEKK-WHY]

It is and I've only been here less than 2 months because my usual network totally died in my local area. This website is clearly run by fat cat advertisers and doesn't employ actual IT professionals. There appears no way to even report website and account issues. Apart from that nothing works in general, the security is so open to hacking and theft its like its deliberate.

The login system is diabolical - I tried to log into my account from my partner's phone when my phone wasn't available, so into a third party web browser I found in his apps (he normally uses EE app), login fresh with my account details, verified etc... it comes up as my account MIXED with my partners depending on what page you chose. I couldn't buy a plan within my account because it kept taking me into his account telling me a plan was already there - in my account! Unbelievable. 

[TheRumBaron]

Thought it was just me being a moaning myrtle, the EE website and App is absolute garbage from a user experience point of view....nothing works, nothing is where it should be and navigating is an absolute guessing game.

My sim plan just went to a rolling 1 month contract and I was looking for a new deal, but its not clear where to go to find a simple upgrade, or how to swap my sim over to a new deal - they make it much simpler to leave EE -_-

[Christopher_G]

Hi @TheRumBaron 

Thanks for the feedback.

If you're currently on an EE 30‑day SIM Only plan and want to upgrade online:

1. Sign in to your EE account at ee.co.uk or through the EE app.
2. Go to Manage (in the app) or Upgrade (on the website).
3. Select your mobile number if you have more than one line on the account.
4. View the available SIM Only upgrade plans and choose the one that suits you.
5. Follow the on-screen checkout process to confirm the change. Your existing number will stay the same.

If you can't see any upgrade options, text UP to 150 from your EE phone to check your upgrade status, or give us a call on 150 and our customer support team will do their best to help you.

Chris
 

[TheRumBaron]

Hi Chris,

Thabks for taking the time to reply, honestly I wish I could send a screen recording of the user journey above, painful would assume I got there in the end with some trouble along way….but following the above you either end up with pages failing to load or you are looped. I’ve tried to follow similar on the iOS app, but it’s similar.

I actually gave up entirely last night and have submitted a complaint and request for a total exit cost to leave EE across all services (mobile, broadband and Tv), it’s that bad I’m happy to pay the likely 4 figures it’s going to cost me -_-

Once again appreciate you taking time to help 🙂

cheers 

[IanNicholson]

Hi

Sorry to hear of your problems but it is par for the course. The website is absolute garbage and makes it pretty much impossible to manage your account. I simply don't bother trying any more. I am just seeing out my contract and will move elsewhere with phone and broadband when it ends in about 6 months. What surprises me is that that issues and existed and been discussed for so long but nothing seems to get done to fix it. I hope you get sorted out soon.

Ian.

[TheRumBaron]

Cheers, good on you for seeing your contract out, I wish I had the patience for it but I can’t deal with this, I like to be able to manage my account easily, ensure I’m on the best deals possible etc etc but here you can’t do any of that.

As for improvements not being made, another Dev responded to me (another posts I made about the EE TV UX) saying that feedback does not guarantee promised delivery (or something along those lines), which is fair, but you would think when you see issues like this repeated across multiple community posts here and on Reddit that someone would go “yeah we need to change”.

i think the whole thing is purposely designed to diminish your ability to see what you are actually paying for, and finding new deals - easy as pie to add on services or a product, but anything else that will help the customer or ensure they are on the right deal - then the design suddenly doesn’t work for that.