Let me start by saying that as a new customer my initial experience and opinion of EE was excellent. I was looking for a product which would allow me to hook up to my Sky Q system and I signed an 18 month contract for a 4G home broadband router and enjoyed an uninterrupted fast connection for the first 6 months. In this period I also had a couple of occasions I needed advice and found at that stage the customer service team to be very engaging and helpful. But then the problems started..... Unfortunately I started to experience problems with the router dropping the signal momentarily which meant all devices including my TV system lost connection and had to be re-connected. Contacting customer services by phone on this occasion proved to be a major issue with waiting times in excess of 45 minutes, and what seems like the practice of disconnecting calls when finally answered meaning I had to start the whole process all over again. Having persevered and finally got through to an operator, after a lengthy call where the operator went back and forth with their supervisor, I was promised a call back the following day..... needless to say this call did not materialize leaving me no option but to start the process again and join the queue again for an operator! To cut a long story short, this continued for some time with many promises of checks and fixes, culminating approx 3 weeks later with me being told it was obviously a faulty router problem (I could have told them this 3 weeks earlier!), and that I would have to send it back for repair. When I then explained that I did not want to be without the router and service for what could be a further month, I was told there was no other option unless I could find an EE store locally who could offer me a loan unit (why could they not sort this?). An offer was made for a partial refund of line rental costs, but this was not the point... I needed the router to use my TV service and it was not a question of money. However when I tried to explain this the threats started. I asked to speak with a supervisor and was promised another call back. When I was called back the first thing that was said to me was 'If I put your through to a supervisor then any offer of assistance discussed previously is 'off the table'. I couldn't quite believe the attitude I was facing... but then when put through to the supervisor and faced with her further extremely negative approach it became clear to me the EE have absolutely no regard for the customers or their opinions. I was promptly told they wouldn't discuss further and if I felt I needed I could take it up with the Ombudsman!. Absolutely no attempt what so ever on the part of EE to diffuse the situation and come to an amicable solution.... they clearly just wanted rid of me. Therefore I am now left with a partially working router and 12 months remaining on my contract! Disgraceful, unbelievable approach to customer satisfaction and retention… and I can only imagine the significant amount of money spent of high profile advertising of EE services is needed to keep replacing the disgruntled customers they keep losing due to their attitude and unwillingness to stand behind their products. Started so well…. But ended so badly… roll on the end of my contract!