EE: Game, Home, Work & Learn 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.

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.

I payed for 3 phones back in November and went in store to collect them and was told I couldn’t even though the sales team specifically sent it to that store for me to pick up! My mum is and has been the account holder on mine and my families phone contact accounts as it made sense for us all to be under 1 contract so it ends up being cheaper and we get better deals. Unfortunately my mum is now disabled and cannot make it to the store to collect the phones and so I was going to the store as her power of attorney (I sent of all the power of attorney documents 1 year ago and had them approved by EE) to collect the phones. I was then told by a very rude manager of the Chiswick high road store in London, that I couldn’t collect them as they were too high value and the phones were in high demand (whatever that means)! I was in total shock and called EE customer services that said he was in the wrong but they cannot do anything as EE over the phone and EE in store have different policies and they couldn’t tell the store manager what he can and cannot do. I asked the manager of the store to have the phones returned back to EE so I could get them refunded and we will take our business elsewhere. I’ve just seen that EE has not returned the deposit for these phones and have now began to charge me for all 3 phones even though we don’t have them. Someone from EE needs to sort this out!