EE: Mobile, broadband & tech 4+

So far I’ve had nothing but positive experiences which I find rare for such huge companies. When you want to speak to someone you can actually find a phone number with ease and on top of that, they answer the phone! And quickly too. The phone staff seem to be very well trained and the service itself is brilliant. I travel all over Europe regularly and I’ve always got 4g in most places - more than my partner who uses a different service provider. I use the top up system rather than contract. My bills reduced from nearly 100 a month with the German O2 on contract (no free phone and VERY complicated to use, very expensive etc) to £10 a month with a brilliant service. I was waiting for things to go wrong, to get an awful bill or some issue, but I’ve been using this for a year now and it’s just amazing. I’ve even been able to stream hours worth of Netflix when I was travelling abroad by adding a one off data top up. It’s really great. No matter how much I use my phone I rarely go over my £10 monthly top up. They send loads of promotions that are actually really good too and it’s SO easy to top up, check balance etc so 10/10 from me.

(Im a pay as you go customer) I remember when the app was brilliant. A few years ago I could simply pop on the app, check my balance, minutes, texts, and data with just one click of a button. Now it doesn’t give me any information at all on my information, literally nothing! So for me to get the information I have to text in, and by doing so it gives me minimal information.. I don’t get info on my boosts which I have earned which is annoying. Also when it comes to having to top up, previously I could just do so on the app with one simple click, now I have to call in, and EVERY time I have to be put through to customer service’s because they are trying to sell me something (it takes at least 15 minutes just to top up which is irritating, plus I don’t want to have to explain why I don’t want your contract and why I like to use PAYG, every month). The app is literally an Alibaba of internet subscriptions and devices they are trying to sell, not an app to manage your current plans with them (at least for pay as you go customers, which if I’m honest I have a feeling they are trying to push out and make things as uncomfortable as possible for them so they upgrade to a contract. Just from the noticeable changes in things like lack of top up ease and app use etc.) it’s a real shame because I’ve always used EE and have always vouched for them but I’m reaching a point of even considering leaving and going elsewhere.

I have been EE customer for more than 6 years and it has been more than 3 months that I am not able to use my plans and subscriptions button. It always displays an error saying “Awkward... Something is wrong, not your fault, it's ours. Give it another go later” I am not sure if the App is passing through QA testing before release. I have a phone and broadband plan and I cannot see both on the mobile App anymore. I wonder how the UX/ IX has been done and the purpose of doing it that way because, not finding options, buttons not working and lot of times you click something and it takes you to the website and you have to login again so I don’t understand what is the purpose of the mobile App and the updates that constantly are released. The experience I am getting is not quite satisfactory and it looks like this App is just 10% mobile experience and the rest is just a button with a link to the website to do all basic tasks EE did not plug in to the mobile App and it is double authentication, one you did through the mobile App and another when you leave the app and they sent you to the website. There might be technical circumstances why it works like that but compared to others for me the mobile App does not have anything to offer apart from upgrade and bills paid option. if you cannot see your plan and subscriptions what else you can do there if you do not have the information to take a decision.