Website and App still not working

[foffee66]

Three months on and still no working App or Website, tried everything even called and was called back twice by different depts. the up shot is your App and Website are not fit for purpose. each "customer service" idiot has a script and that's all they can do, 'Oh sorry i need to escalate this to teer two support'.... T2 'there seems to be a problem ill have to escalate this'. and then the silence, oh the deafening silence, but surprisingly the direct debits leave without a problem, even though you can't check on the site or app for what the bill was for.

I was with BT and now EE have the accounts, three of them on my family account, all they seem to be able to do is bill me and send messages saying 'you are out of data, even though for the years we were with BT we never went out of data and we had less of it!.

anyone got any decent network recommendations as i feel after EE realise i cancelled the DD i will be off

[SerenaHawkinsUK]

The App and website don't work properly for me either. Multiple devices and browsers. It will be easier and cheaper to "upgrade" by switching supplier.

[Rach_H · Accepted solution]

Hi @foffee66,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your account, and that you've not had this resolved when you've reached out to our team. I'd recommend getting back in touch and the team will be able to send out paper copies of your bill to you, and look into your data usage.

You are able to raise a complaint if you are unhappy with any aspect of our service, and request this is escalated if you do not feel things are being resolved by the guide you are speaking with.

Rach

[hevster_uk]

Honestly the website is the worst I've used for years!

Found this thread as I have just moved to EE from BT for Broadband, and was looking to take advantage of the mobile offer with EE One to save money on my mobile too. 

Frankly the website is unusable and whoever manages it needs to have a word with their devs and support cos it is embarrassing.  It looks like it has been in a terrible state for over 12 months, looking at other threads.

It has been a long time since I came across a site where so many links resolve to zero, that logs you out without warning or reason and whose navigation to get to simple things like account management is needlessly difficult.

It is so bad this has motivated me to stay with my current mobile provider.  And they are ID, who are just awful but at least their website is sort of usable...  I'm beginning to feel nervous about EE managing my broadband now as BT made it very easy to manage the account.  It was only the fact all BT broadband seems to be moving to EE combined with saving a bit of brass moving across that motivated me.  The move has gone fine, just not impressed with any access to account information and that inability to move my mobile and that loses confidence.

[Rach_H]

Hi @hevster_uk,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with the website. Is this only happening when you are logged into your account?

Rach

[hevster_uk]

Hi Rach,

Just logged out to try it and yes, links and actually trying to use the website seems to work when I am not logged in.  Which somewhat defeats what I am trying to do.  If you have a fix - that does not involve having to call to do anything - I'm all ears.

Thanks

[hevster_uk]

Rach,

If it helps, it seems like Chrome has issues but I logged in with Edge and that seems to be behaving at the moment and showing me the deals for EE One.

I do have an issue with the pricing not being the discount that EE claim - £10 less not the £20 it should be - but I can raise a separate item for that.

[Rach_H]

Thanks for letting me know about the success you're having in a seperate browser @hevster_uk. That's great to hear. 

Does this still continue when you clear your cookies and cache?

I'd recommend speaking with the team about the pricing issue you're seeing, and they can raise this for you.

Rach

[hevster_uk]

Haven't tried clearing the cache and cookies - not something I tend to do when just trying to visit a website.  I'll try it but I'm not going to want to do that every time I need to check my EE account!

Oh and it worked once for Edge but now doing same as Chrome, so I suspect it is all related to cookies and cache and it is just a very badly designed website.  That has apparently been this way for a few years?

[Rach_H]

If this is something that only seems to happen when you are logged into your account then it might be something that is more to do with your account settings, than the website in general @hevster_uk. I know you're not keen to do so, but it may be best to give our team a call when you have the chance, and they will be able to look into why this is.

Rach