Review Insights · App Store
EE: Mobile, broadband & tech
EE LIMITED · 2,059 ratings · ★ 4.5
4.5
★★★★★
2,059 ratings
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Top complaints - extracted from 59 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"data"
12 negative reviews mention this · 20% of all complaints
★★★★★ "App isn’t very useful. I can’t see my data usage or plans on the app at all after setting everything up" - Mark Luka-D
2
"service"
10 negative reviews mention this · 17% of all complaints
★★★★★ "Worst app to use ever. 2 days I am trying to contact customer service Can’t reach them I am out of England One you are out of England I can’t do anything" - mad from your app
3
"work"
9 negative reviews mention this · 15% of all complaints
★★★★★ "Scam!!!! Scam!!!! Scam!!!!. Charged me but wasn't able never able to access. Customer support number doesn't work. No way to contact anyone. Waste of money and time." - Idkidc813
4
"number"
8 negative reviews mention this · 14% of all complaints
★★★★★ "Scam!!!! Scam!!!! Scam!!!!. Charged me but wasn't able never able to access. Customer support number doesn't work. No way to contact anyone. Waste of money and time." - Idkidc813
5
"doesn"
8 negative reviews mention this · 14% of all complaints
★★★★★ "Scam!!!! Scam!!!! Scam!!!!. Charged me but wasn't able never able to access. Customer support number doesn't work. No way to contact anyone. Waste of money and time." - Idkidc813
6
"every"
8 negative reviews mention this · 14% of all complaints
★★★★★ "Most enraging app on the internet. They have an app but the majority of the features are online. So every single time you want to go online you have to log back in through 2FA. Also it is always extremely difficult to find how to disable things. It’s like a maze. Also if you…" - onlinevictim10
7
"website"
8 negative reviews mention this · 14% of all complaints
★★★★★ "Not interactive.. I do not know if I am to blame EE network or the EE App or the EE network engineers but the interaction between the app and devices is very poor or more so the the EE network engineers are to blame. I migrated from pay-as-you-go to a full…" - Afiri
8
"mobile"
8 negative reviews mention this · 14% of all complaints
★★★★★ "Won’t register US customer. I’m traveling in the UK and realize I need an eSIM card for data. Apple *only* lists EE on its website for getting an eSIM in the UK. However, this app won’t allow me to register so I can buy one because it refuses to recognize my mobile …" - 🫨🧠TLE SPS
9
"customer"
7 negative reviews mention this · 12% of all complaints
★★★★★ "Scam!!!! Scam!!!! Scam!!!!. Charged me but wasn't able never able to access. Customer support number doesn't work. No way to contact anyone. Waste of money and time." - Idkidc813
10
"through"
7 negative reviews mention this · 12% of all complaints
★★★★★ "Most enraging app on the internet. They have an app but the majority of the features are online. So every single time you want to go online you have to log back in through 2FA. Also it is always extremely difficult to find how to disable things. It’s like a maze. Also if you…" - onlinevictim10
11
"update"
7 negative reviews mention this · 12% of all complaints
★★★★★ "Update are way too frequent. Every single time I try to open the app, it requires an update. This is especially frustrating when traveling and realizing you cannot open the app to check on basic things like your balance." - Ch4rles789
12
"account"
7 negative reviews mention this · 12% of all complaints
★★★★★ "Not interactive.. I do not know if I am to blame EE network or the EE App or the EE network engineers but the interaction between the app and devices is very poor or more so the the EE network engineers are to blame. I migrated from pay-as-you-go to a full…" - Afiri
📋 All 59 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Scam!!!! Scam!!!! Scam!!!!
Charged me but wasn't able never able to access. Customer support number doesn't work. No way to contact anyone. Waste of money and time.
Spend a little money and make an app that works
This app suuuuucks! Endlessly and unnecessarily frustrating. Crashes regularly, not intuitive or easy at all. Jumps you to a web browser when you try to purchase add ons in app.
can’t sign in
won’t even send me a code to my number so i can get in?😭
Very bad
Guys use other providers! Don't use ee
Most enraging app on the internet
They have an app but the majority of the features are online. So every single time you want to go online you have to log back in through 2FA. Also it is always extremely difficult to find how to disable things. It’s like a maze. Also if you want to disable something and your spendcap is 0 they won’t let you text the number to cancel your plan.
App isn’t very useful
I can’t see my data usage or plans on the app at all after setting everything up
Update are way too frequent
Every single time I try to open the app, it requires an update. This is especially frustrating when traveling and realizing you cannot open the app to check on basic things like your balance.
Not interactive.
I do not know if I am to blame EE network or the EE App or the EE network engineers but the interaction between the app and devices is very poor or more so the the EE network engineers are to blame.
I migrated from pay-as-you-go to a full contract and it is been months now I can not view my monthly payments or any kind of interaction with the EE app, instead the app is showing me ACCOUNT CLOSED. My monthly deduction is been made and I have internet access though.
I have visited EE centres more than 7 times; spoke with their engineers on phone for more than 3 times and no solutions was proffered for months now. Each person comes up with a suggestion that does not work - change email, reboot my phone, delete the EE app and reinstall, log out of the app and log in back in 5mins, log in from the website and not from the app - all these has not solved the issues.
Just to migrate from one package to another within a network is been a issue with the EE network is not good enough as the BEST NETWORK IN UK as it claimed.
I still do not have access to my app nor how my monthly deductions are been made except the text that prompt me of the deduction notice.
DISAPPOINTED, DISAPPOINTING
I migrated from pay-as-you-go to a full contract and it is been months now I can not view my monthly payments or any kind of interaction with the EE app, instead the app is showing me ACCOUNT CLOSED. My monthly deduction is been made and I have internet access though.
I have visited EE centres more than 7 times; spoke with their engineers on phone for more than 3 times and no solutions was proffered for months now. Each person comes up with a suggestion that does not work - change email, reboot my phone, delete the EE app and reinstall, log out of the app and log in back in 5mins, log in from the website and not from the app - all these has not solved the issues.
Just to migrate from one package to another within a network is been a issue with the EE network is not good enough as the BEST NETWORK IN UK as it claimed.
I still do not have access to my app nor how my monthly deductions are been made except the text that prompt me of the deduction notice.
DISAPPOINTED, DISAPPOINTING
Payment issue
Yeterdy, I charged my SIM card 5 pounds. But now I am out of credit. I wanted to pay it for 250 monutes call contact, 500 humdred messages but it spent on each voice message 40 pence. What should I do with this issue? Why this happened I don’t want to pay in this way. It is completely unfair.
Why has our bill doubled when we don’t use it
Hshjjs
Horrible
Possibly the worst app ever. Simply doesn’t work. Constantly asking me to login and go through tedious steps every time I open the app. Ridiculous. The UI and the UX is horrible. It has a Feedback button in the app which then goes to an error page. Do I need I go on?
Copy of the monthly bill
Please make this available on the app. It is currently not found .. it’s the most important info that customers want. Thanks
Worst app to use ever
2 days I am trying to contact customer service
Can’t reach them I am out of England
One you are out of England I can’t do anything
Can’t reach them I am out of England
One you are out of England I can’t do anything
EE Sim Card
This app does not do anything for you if you can’t use your SIM Card. I paid to upload, it says in the app I paid, it shows it taken out of my bank account, but the SIM is unusable. I go to the app for help. It gives a number to call which is awesome, except my phone can’t make the call because their system doesn’t recognize that I’ve paid for their service (even though their app verifies that I paid for Theo service).
Won’t register US customer
I’m traveling in the UK and realize I need an eSIM card for data. Apple *only* lists EE on its website for getting an eSIM in the UK.
However, this app won’t allow me to register so I can buy one because it refuses to recognize my mobile number from the US as a valid mobile number.
Not a very good sales tactic. I guess I’ll go with another company!
***UNINSTALLING***
However, this app won’t allow me to register so I can buy one because it refuses to recognize my mobile number from the US as a valid mobile number.
Not a very good sales tactic. I guess I’ll go with another company!
***UNINSTALLING***
Roaming Activation Instructions vs. Lack of Roaming Deactivation Instructions
I appreciate the convenience of having access to roaming services while traveling, but it is equally important to be able to disable this feature when it is no longer required. Unfortunately, the lack of instructions on how to stop the roaming service has caused me great inconvenience and frustration.
I understand that charges for roaming services are a part of your business model, but it is essential to ensure transparency and provide customers with the ability to control and manage these services based on their individual needs. By providing instructions on how to stop the roaming service, you would be offering a more comprehensive and customer-centric experience.
I understand that charges for roaming services are a part of your business model, but it is essential to ensure transparency and provide customers with the ability to control and manage these services based on their individual needs. By providing instructions on how to stop the roaming service, you would be offering a more comprehensive and customer-centric experience.
Review
Every time I enter the application, it requires authorization and does not remember the data. So annoying.
So chaos, much buggy.
There's only one reason I switched providers away from EE: their account website and app are *insanely* buggy. You would think that every business will get at least their payment system in order. Not EE. No-oh. Stay away my friend.
Terrible app
Terrible App
Can’t log in
Receiving “There seems to be a problem...” error when trying to log in for weeks now.
Waste of my money
I’ve spend £30 on EE and have got nothing out of it. I have data minutes and unlimited texting and I bought even more and my phone just says no service and got me stuck in the middle of Guildford searching for a place that has WiFi so I can get home. It’s been ridiculous.
Rubbish app
Totally unhelpful. Doesn’t tell you what you get for your money. Doesn’t link to appropriate tabs. Very unintuitive and slow.
Need to fix something
I can’t even put my phone number in
Worse thanks awful & Frustrated as #€[[
Id give it a zero if it would let me. It’s Charging me roaming in Europe (Spain), but it’s not supposed to, won’t accept the top-off it’s asking for on my foreign credit cards & postal code, can’t speak to an actual person or chat, unable to make calls to US despite having over half my data and minutes left, web page keeps going in circles. I would throw it through the window if it would do me any good. I am SO ANGRY right now. It’s wasting my time and money to mess with this stupid SIM card & so-called service plan. NEVER AGAIN will I use EE. Worse than awful.
Can’t add data.
To add extra data, EE gives you the option of texting their number or going to their website. Their text menu has prices ridiculously higher than their website. The website asks you to turn off WiFi to access the website where you can buy data add-ons. Then when you try to buy a data add-on the website asks you to turn back on your WiFi. Obviously, because the website can only be accessed without WiFi on, following the websites instructions causes the connection to the add-on page to be lost.
I finally just downloaded the EE app to get the add-ons there...the add-on page isn’t on the app yet!!
Is EE trying to scam me into buying the expensive text-menu add-ons? I feel incredibly insulted and would rather deal with the hassle of buying a new SIM card than dealing with this crap.
I finally just downloaded the EE app to get the add-ons there...the add-on page isn’t on the app yet!!
Is EE trying to scam me into buying the expensive text-menu add-ons? I feel incredibly insulted and would rather deal with the hassle of buying a new SIM card than dealing with this crap.
Bad signal and slow internet
I bought 4 sim cards because I read that EE have won a lot of awards and used it in London, Scotland, Paris and Brussels. In all mentioned above places internet is very very very slow and very very very poor signal. I will never ever buy from this company again.
Terrible service and app
I’ve tried updating and getting rid of my content lock. First I tried in person with a passport proving I’m 24. I got a few lewd looks from the manager and workers before someone else said they fixed it. 24 hours later: still blocked. Then I tried online only to find pages weren’t working. Now I’ve tried the app. Absolutely nothing works.
I tried calling too. You’d think a service like this would accept cards abroad since it’s a monthly deal right? Wrong! It won’t even let me talk to customer service during their open hours because the SIM card I bought didn’t come with extra money on it.
Terrible services and horrible help. I’m not the only one who’s gotten this problem, so I’ll be changing phone carriers as soon as I can. Seriously, if you’re reading this, you can do better.
I tried calling too. You’d think a service like this would accept cards abroad since it’s a monthly deal right? Wrong! It won’t even let me talk to customer service during their open hours because the SIM card I bought didn’t come with extra money on it.
Terrible services and horrible help. I’m not the only one who’s gotten this problem, so I’ll be changing phone carriers as soon as I can. Seriously, if you’re reading this, you can do better.
Payment system complicated
I have tried to use my debit card and it didn’t work. So I I changed to my credit card and tried to remove the debit card from this account.
So I didn’t use the debit card but I can see pending charges in my account balance that I’m hoping will not be charged.
I also couldn’t use the phone even though I could finally top up with my credit card.
I had to call you guys and the person on the phone didn’t fix it and advised me to go to a store. So I had my phone fixed and it worked but it was my last day of vacation in London.
Terrible experience!!!
Zero stars.
So I didn’t use the debit card but I can see pending charges in my account balance that I’m hoping will not be charged.
I also couldn’t use the phone even though I could finally top up with my credit card.
I had to call you guys and the person on the phone didn’t fix it and advised me to go to a store. So I had my phone fixed and it worked but it was my last day of vacation in London.
Terrible experience!!!
Zero stars.
Family options keeps disappearing. Unable to transfer data to the router
No ability to share data
Never works!
Can't ever get in! Some error 76F6C. How this gets fixed since it doesn't work more than being able to use it.
New version seems to erase my data allowance
I have a 500mb data allowance thanks to boosts and the like, which is shown when I renew my pack. If I try to go on the app following after I’ve used more than 100mb (the basic data pack allowance), it says I’ve used everything and my data no longer works. I have to renew the pack despite not having exhausted my limit. This has happened twice now, and it’s always immediately after I open the app.
Performance review
Pathetic. Major lag between app and real-time balance display. Not enough help provided through the app
ruined one
the app was barely usable before, now they botched it completely. guys from EE, check Russia's Megafon app to see how an efficient mobile app should work
Terrible
It is either a "there was a problem, it's not you it's us" error message or the app telling me I have no signal despite having a 4g connection. So far, I haven't been able to use the app since the update!
You're out of signal
That's all this app will say when I run it. I have a 4G active connection with EE. I also tried wireless via an O2 hotspot, then I was stuck in a loop with "Unable to download item".
I liked the previous version, with the meters for voice, data, and text.
I liked the previous version, with the meters for voice, data, and text.
Horrible
Slow ugly UI. No Touch ID support. Stupid splash screen. Keeps logging me out after update. Stupid overlays on top of navigation when running after update.
Unable to buy data
This app is way too complicated, forcing you to aimlessly click on options in the hope that you will get to where you want to be.
I spent an hour trying to buy 1GB of data for a month, and gave up.
I now use SMS to top up and have a link bookmarked for adding data when I need it.
EE have tried to create an APP that functions like a website, when in reality it's purpose is meant to offer a quick solution to your needs.
I don't need an APP to show me the latest deals on phones, I just want to view my bill and select options based on the plan that I have.
Anything else, and I can go via the website or take a trip to their shops.
APP Deleted !!!
I spent an hour trying to buy 1GB of data for a month, and gave up.
I now use SMS to top up and have a link bookmarked for adding data when I need it.
EE have tried to create an APP that functions like a website, when in reality it's purpose is meant to offer a quick solution to your needs.
I don't need an APP to show me the latest deals on phones, I just want to view my bill and select options based on the plan that I have.
Anything else, and I can go via the website or take a trip to their shops.
APP Deleted !!!
Piece of Crap
Can't login with the correct TMobile password etc. Maybe because I'm traveling outside USA? Any way this is piece of crap. Give us back the TMobile app.
Paygo EE mobile broadband
EE has made it impossible to top up your plan via this app so now my mobile router is disconnected from the Internet. Calling customer service has long waits. Completed frustration that this app is useless.
Slow
Uses a lot of data, slow, and redirects you to the website for anything important.
Doesn't work
It doesn't function at all smoothly or quickly
Even writing this review from their site link took 4 attempts.
The lay-out is great but clicking on a link for top-up or usage information, takes at least 3 tries before not receiving an error message
Even writing this review from their site link took 4 attempts.
The lay-out is great but clicking on a link for top-up or usage information, takes at least 3 tries before not receiving an error message
A complete nightmare
This is a completely dysfunctional app. Don't waste your time!!
Worst APP. Worst Service
Sums it up. Don'get EE.
Never got to actually use it!!!
I downloaded the app with the hope that it was going to be a great app and not like the previous version of my tmobile. Being a tmobile customer I already have an account setup with tmobile online. I tried to log in so many many times and never was able to get the through the sign in process it says it doesn't recognize my credentials tried one and many more times until today I gave up. Do you guys even test this apps to see if they work properly how can tmobile being such a big company just let this app run like this. So sad. The tmobile online it's way easier to navigate why don't they just out that in an app.
Poor effort of an app
Yes it gives access to so,e interesting information about your plan but it is in no way pleasing.
Just an armature web app ported onto iOS. Clunky, slow and disappointing.
Just an armature web app ported onto iOS. Clunky, slow and disappointing.
Update killed the app!
Shiny new update rolled out, now crashes on opening (iOS 7.1). And the day after a 12 hour service outage! Bravo!
Fail
Initially worked great then in a week I couldn't login. I had forgotten both user and password and tried to reset but in mobile and on laptop stated it could not find account. I called tech support and they told me my username would be my number and I could reset by pressing a button which they weren't clear on. I sensed Nelson just wanted to get off the phone. At the moment I can't use the funds I have to purchase the ad dons I need so the phone will be useless when I run out. The person in EE store told me I should go to Apple store to fix this problem. I'm quite exhausted!
Useless
This app is useless since it doesn't have proper support from EE nor T-Mobile, it's just a waste of time to go through the whole sign up process since at the end the website says that their systems are down and they are working to fix that (it's been three weeks now).
I'm switching to another carrier.
I'm switching to another carrier.
TWolf
Can't login with my UK T-Mobile account.
"Sorry, this service is unavailable, try again later."
"Sorry, this service is unavailable, try again later."
Annoying
What’s the point of having an app when you can hardly do anything in it? It just makes you login online for most things anyway
+ 9 more in the clipboard copy
Sentiment summary
88%
Positive (4-5★)
5%
Neutral (3★)
8%
Negative (1-2★)