“Purchased a new contract phone online for my daughter, informed I had to call them for confirmation, spent 20 minutes going through a series of security questions and a credit check. Was told all good, phone delivered next day inserted SIM no coverage, I explained to my daughter it may take a while, next day still no coverage, phoned EE to be told that I had to go to the nearest shop for an identity check before the phone would be unblocked.
I have just returned from overseas so have to quarantine for 2 weeks, they said it makes no difference, when I asked why wasn't this explained to me on purchase, no answer.
So EE thanks a lot I now have an upset daughter who cannot use her new phone for 2 weeks, and you expect me to still be paying.
Well no you can have your phone back, I shall take my custom elsewhere.”
“Absolutely shocking experience with EE, having been a customer for many years I was persuaded into entering a smart plan which advertised ‘upgrade anytime’. What they don’t tell you is that you can only upgrade to a plan which is the same cost or higher. I was informed I could upgrade to an IPhone 11 for £64 as this is the price of my plan although it is advertised on the website for £49. So what am I paying the extra £15 for? What they also don’t tell you is that you have to enter into another 24 month contract if you ‘upgrade anytime’ despite having given your handset back. They say this information is in the terms and conditions but this is where they get you. After a long 10 years I will be leaving EE and will be telling all my friends and family to do the same.”
“I just noticed I have been charged every month for a top up I made two years ago while I was abroad. I called and they tell me this is standard policy, even if you signed for a much cheaper contract. Their only explanation is that they sent me a text when I made the top up. This is a dirty trick to take customers rip customers off. Now I have to give them thirty days notice to cancel my contract and find another provider.”
“EE have FAILED to transfer my mobile number from EE to Tesco. I purchased the phone from Tesco on Monday 15/06/2020 and all info from my EE mobile transferred easily to the Tesco phone. It is now Thursday 18/06/2020 and my new mobile is still dead. It shows "Emergency calls only" and "No sim card found". I need this phone as my husband has severe medical conditions and I need to check on him regular to make sure he answers and confirms he is ok. I now cannot do this. Very poor service. Not been able to contact EE by any other means.”
“it was a disgusting service from ee. I used them for so many years. When I left them they own me £9.50 in May 2020. they did not send me any bill and they put £18.00 on my credit file in a week time. They could call, send bill or send to collection or pass this to an agent to collect. without doing anything they spoiled my credit file. No other people did this,”
“Misleading advertising - headline says pay '£10 monthly' - but this is only a short term lead in offer - then £20 per month. Feel treated like a mug.”
“don't do it. contract to ee. because I'm a whole company. laugh. in site. ask for an amount and when he calls you, it's double, so no. you don't trust. in these devils”
“Poor, poor customer service and when you login you have the wrong info there. Said i could upgrade and even suggested an upgrade so i made the order, got an email/text saying it went through then to get an email saying i couldn't upgrade.
Service not been the best as the 4G has been a bit hit and miss since i got tge sim.”
“I am angry at EE, I had a contract with them for sim card and mi-fi. I have moved abroad so I was not about to use the mi-fi device, when I have called EE to cancel that contract they said I have to pay about 430 pounds cancelation fee which is way overpaid as they have included the months I have left on the contract (16x20 =320 so it works out that the cancelation fee itself is 110 pounds). This wouldn't be such an issue as I have terminated contract sooner and as I am abroad they just took the advantage of me NEEDING to cancel it - fair enough, you know how to play your game! But this is not what is upsetting me the most. Before all this happened I have also ordered a 500gb router device to have at home asking if it can be sort of swapped for the mi-fi device so I wouldn't have to pay the cancellation fee - i have been told it is not possible, ok maybe you dont allow it, but try to think about adding it into your policies as anywhere else, they allow it - IT IS CALLED A CUSTOMER SERVICE - SEARCH IT IN THE DICTIONARY!!!- So I have spoken to my brother that he'd take charge of that router, so I have called the EE that I would like to transfer the router to my brother as I was moving abroad. The next day EE called me that they can give me a discount and send me a new - better router. I have agreed as it was a discounted monthly price. So when my brother and I called the EE to make the transfer of the new router to my brother's name they did do that with us saying that we need to send the old router back, we did that BUT to my surprise I have found out that both me and my brother ARE PAYING FOR IT even though it is just one product!!!! When I called to find out what have happened I have been told that allegedly we have sent the wrong router back (we made sure it is the old one) I know that they have trasnferred the wrong router to my brother hence they think it is the wrong router that we sent back! But still we both pay 119 pounds a month even though we only have one device! When I ask them how is this possible they say that it hasn't been proccessed yet and so the system still thinks we have 2 routers!!! WHAT THE HELL? DO NOT USE EE - they don't care about any customer service, they just want to take all your money. Btw: when i ask to speak to a manager they only tell that the manager will tell you the same and never let you speak with him/her! Absolutely terrible - It was the greatest mistake I have ever done - to simply say - I have paid over 600 pounds so far for products I don't have or use for last two months!!”
“I am angry at EE, I had a contract with them for sim card and mi-fi. I have moved abroad so I was not about to use the mi-fi device, when I have called EE to cancel that contract they said I have to pay about 430 pounds cancelation fee which is way overpaid as they have included the months I have left on the contract (16x20 =320 so it works out that the cancelation fee itself is 110 pounds). This wouldn't be such an issue as I have terminated contract sooner and as I am abroad they just took the advantage of me NEEDING to cancel it - fair enough, you know how to play your game! But this is not what is upsetting me the most. Before all this happened I have also ordered a 500gb router device to have at home asking if it can be sort of swapped for the mi-fi device so I wouldn't have to pay the cancellation fee - i have been told it is not possible, ok maybe you dont allow it, but try to think about adding it into your policies as anywhere else, they allow it - IT IS CALLED A CUSTOMER SERVICE - SEARCH IT IN THE DICTIONARY!!!- So I have spoken to my brother that he'd take charge of that router, so I have called the EE that I would like to transfer the router to my brother as I was moving abroad. The next day EE called me that they can give me a discount and send me a new - better router. I have agreed as it was a discounted monthly price. So when my brother and I called the EE to make the transfer of the new router to my brother's name they did do that with us saying that we need to send the old router back, we did that BUT to my surprise I have found out that both me and my brother ARE PAYING FOR IT even though it is just one product!!!! When I called to find out what have happened I have been told that allegedly we have sent the wrong router back (we made sure it is the old one) I know that they have trasnferred the wrong router to my brother hence they think it is the wrong router that we sent back! But still we both pay 119 pounds a month even though we only have one device! When I ask them how is this possible they say that it hasn't been proccessed yet and so the system still thinks we have 2 routers!!! WHAT THE HELL? DO NOT USE EE - they don't care about any customer service, they just want to take all your money. Btw: when i ask to speak to a manager they only tell that the manager will tell you the same and never let you speak with him/her! Absolutely terrible - It was the greatest mistake I have ever done - to simply say - I have paid over 600 pounds so far for products I don't have or use for last two months!!”
“I had recently joined EE Broadband and I am very happy with how quickly they dispatched my router and everything was set up! I would highly recommend using EE!”
“Don’t deserve any stars 5+ year customer lied to and deceived during last upgrade and now won’t honour what they offered (despite having copy of transcript) resulting in no choice but returning phone ......And they really don’t care”
“A massive thank you to Jo (North East accent) in the broadband team for owning my issue even though it was for the PAYG team. 10/10, an absolute superstar. I am likely to become an EE customer due to this.”
“During this time of the crisis and loss of income, I tried to reduce my monthly outgoings with EE. I was unable to remove a SmartWatch attached to the account and costing me £15 plus VAT. My bill is £76 as I have a larger plan which was used for work that I know longer have. As the phone is in contract, nothing can be changed. Extremely greedy company. I'll go elsewhere when my contract is up.”
“I set up a monthly mobile contract with EE, but within 4 or 5 days, found a better deal for the same package with BT. BT said they would handle the cancellation of the EE deal, but just to make sure, I called EE and told them that I was cancelling in favour of BT.
EE had sent me a SIM card which I never even opened and threw away.
Today I received a bill from EE for a month's fee of £19. It went unpaid because the direct debit had been cancelled by either EE or BT. But in any case, I still receive a bill with a warning that if I did not pay it would adversely effect my credit standing.
I chatted online at length and they demanded the number of the SIM card that I threw out and the last digits of the account that the direct debit was to come from which I didn't get right. (I'm 76 - I thought they were asking for my debit card number). So I didn't pass their security test so now they are insisting that I have to send photo ids and a letter to their home office to get out this contract that they screwed up. And I'm in lockdown with the virus thing and I don't need this additional stress in my life. All for 19 pounds.
Bad people. Don't go there.”
“Phone calls drop constantly. No solution seems to improve it. It is hurting my business and only solution is to just dump the contract. Customer service representative is repeatedly rude and unhelpful. Has expressed negative sentiment towards me as a business owner because he doesn't earn a big salary. I would put him in my shoes for a week. Perhaps he would realise how mich stress and hours of extra time it takes to run a business. A phone service that isn't working well and argumentative customer service reps making my life more difficult is not what I signed up for in my contract.”
“Joined EE on 28th Jan 2020, broadband only, at first all was fine, then I noticed that my speed was declining to a point I had nothing several times a day, then they decided within days to put my monthly payment up, I called them to try to negotiate down, no luck, they stated they have the best customer service in uk, err I don’t think so! Said I could leave if I like for a fee of £131! As for the slow speed, they did a few minor checks by someone who didn’t really know what they were doing. That’s great customer service don’t you think. Wished I’d never left SKY! They really do have the best customer service in uk!!!!!”
