I think this is in part because the EE website testers all have the same configuration of set-up e.g. some type of contract plan. I switched from PAYG to contract recently and a bunch of broken web and app pieces are now working for me. Read @Peter_W above... he doesn't have access to be able to test the user experience from a pay-monthly perspective.
Recent experience: look at https://ee.co.uk/mobile/sim-only-deals (you might need to clear cookies from ee's website first). As of today there is an All-rounder plan with 30 Gb on a 24 month plan for £14 monthly for existing ee customers. That finally convinced me to switch from PAYG to contract. I call ee and talk to 'Adam' who tells me that plan is £20 monthly, not the £14 that I am staring at in front of me on the website. Adam won't budge, so I check Ofcom's advice on false advertising and they say first contact customer service so I call 150 (again) this time connecting with Rebecca. She also tells me the plan is £20 and that she's on the exact same web-page as me (sim only deals)... now what? I tell her I see £14 and she asks me to email her a screenshot. I email the screenshot, she speaks to her manager and I get the £14 deal I see advertised in front of me. So the story has a happy ending. A mate of mine suggests it is a deliberate policy of false advertising from ee where most people that call 150 (you can't 'Log in for saving' on the website because that link is broken for PAYG customers!) will just take the £20 instead of the advertised price. I'm willing to give ee the benefit of the doubt on this one and attribute the experience to incompetence rather than malice.
