Why is the app so pathetically weak?

[ash-m]

I have been with EE for a long time now, I haven't got signal in my own home for nearly two years, I put up with this because I liked EE but their customer support is so pathetically bad I'm going to have to cancel my contract instead of upgrading. 

Since I started with EE the app has NEVER worked. Every time the app kicks me out and I can't log back in or things won't load. I was just trying to upgrade which was fine until I loaded the live chat and now it's dead AGAIN. I've even made requests and complaints in the past and the staff just claims there's nothing wrong with the app?!.. The app will not let me log back in and keeps reffering to this website where I can't find ANY CUSTOMER SERVICE DETAILS AT ALL?! I CAN'T FIND MY PHONE CONTRACT, NOTHING. 

EE, you are seriously letting your customers down. 

[Christopher_G]

Hi @ash-m

Welcome to the community.

What kind of phone are you using? Are you able to log in and get this information from the My EE desktop site? Does it let you log in there?

Customer service contact numbers and information is listed on our contact us help page.

Chris

[artem_sunfun]

No need to ask anybody about kind of phone. The fact is that everything is working very very bad or not working. This site works bad. Your app works bad or does not work. Service does not work. It even very very hard to pay your bills. I am like shouting - please take my money but provide me service.  How do you survive?

If you want to know more about details, no need to ask users.  Just start to use your own srvice. There is a system level problem. You need new tech team or smith. Invest much more into quality of app and website.

[bristolian]

What is the query you have? Perhaps you can get some help via other means - CS if necessary are on 150 from your mobile.

[Chris_B]

@artem_sunfun   Funny I don’t have issues with the website.  As for the app I think I’ve only had 2 issues with that but I’ve always been able to login online when the app has an issue.    As for what device yes there is a need to ask this as there is more than one version of the app and as for android that app has to work across multiple versions of android.  There is only one true version of android and that’s on a Google device any other android device that version of android is tweaked by that device manufacturer hence the reason to ask what device it is.   

[ash-m]

Sorry, I posted this a while ago and was clearly wound up about it. 

My phone at the time was a galaxy S20, before that I had another Samsung (can't remember which model) with the same issue and now I have a galaxy S22+ running the most up to date software and the app doesn't work unless I uninstall and reinstall and even then it takes ages to load or redirects to the website.  

Each phone I've purchased from EE has the same issue with the app functionality, honestly it's so bad and if you look on the Google play store, there are a ridiculous amount of 1 star reviews for this reason. 

I think Chris_B is on to something with regards to different versions of android, perhaps Google phones are ok with it and every other android phone is having issues.

Artem-sunfun also made a good point because there's a serious issue with the apps functionality and all consumers want is ease of access with this type of thing. Considering the reviews on the play store and the fact that I've consistently had this issue with each of my Samsung phones for years means there is an system issue for many customers and EE need to do something about it. 

Also, I didn't understand how this community worked, I thought it was customer service lol.