“I was sold a contract on June 3, 2024. During the sales process, I was assured multiple times by different customer service representatives that the contract included unlimited roaming and access to Netflix for £19 per month on a one-month rolling basis.I am now deeply dismayed to learn that the information provided to me was totally wrong! Upon further investigation and a follow-up call to customer service today, I discovered that roaming is actually charged at £2.47 per day and the contract does not include Netflix. This directly contradicts the information I was given during the initial sale and subsequent confirmations. Never EVER EE!!”
“Absolutely a nightmare I've gone through! They completely ripped me off and lied from the beginning to sell me their broadband. The saleswoman promised me a new handset for free and that my phone and broadband together would cost £80. She also said they would refund any penalties I received from my previous broadband provider.
Short story: I received my new iPhone and the broadband was installed. So far, so good. However, the engineer who came to my house was talking about how his wife was sleeping around and about his daughter's date that night and what the guy was after. This is the kind of person they send into your home!
Then, a month later, I received a £160 bill, and the same the next month. When I called EE, they literally told me to my face that they knew they lied to me but since the 14-day notice period had passed, they couldn’t help me. Not to mention, getting a refund for the fine I received from my previous broadband provider was ridiculous. An anonymous person kept emailing me saying I needed various documents, and ultimately there was nothing they could do.
I give EE zero stars for being such charlatans. They have gone from the best to the worst, and I hope all the people responsible for this rip-off face the consequences. That's all I wish for them!”
“Used to have great network coverage, but over the past year, we have experienced continuous issues with connection, calls cutting out and phones not even ringing, only to see missed calls / voicemails. I've reported it several times, but keep getting told "our masts are working fine - no issues at all"... which is infuriating. Furthermore, EE apparently don't let their advisors log any problems when a customer reports them and you need to go onto their network coverage checker to do this yourself, which always seems to be out of service, so you can't log the issue (presumably why they think everything is fine, because no one can tell them about the problem).
When querying with EE what contractual obligations they have to ensure a suitable standard of coverage, the answer is quite simple... I have a contractual obligation to pay them, every month, without fail; and they have no obligation to deliver any satisfactory standard of service or coverage in return.
I'm told I can't even report it via the Ombudsman, as we have more than 20 employees, so they can only recommend I seek legal advice. That was their response to my complaint. No effort to investigate the issue or resolve it at all.
I have highlighted that, as a customer of EE for years, we have never experienced these problems before, but there has been a change in the past 12 months. Unfortunately, no one seems to care, because their "masts are all working perfectly".
So we have no reason to continue using EE, as they are no longer the best network provider and their customer service has definitely slipped a long way. Unfortunately, I still have to pay their bills for the next 2 years of contract regardless of the fact we are having to rely on wi-fi calling, which itself is unreliable and is causing us major business disruption.
Really disappointed that they have joined the crowd of disgusting large companies who treat their customers this way and value a quick buck, rather than retaining their customers for the long-term; and who rest on their (quite frankly) immoral and contractual terms, rather than doing what is right.”
“Delivery company dpd are appalling, twice they have promised to deliver but both times have failed to do so. So many people have related stories. Time for govt intervention.”
“I called originally to see if I could have my landline removed and they said I would have to start a new contract and forcibly sent me a whole load of equipment that I never ordered. I sent the package back the minute it arrived in post. Now getting bags for return and sorry to see you go letters. I have every intention to leave when my contract ends next Feb but will see it through rather than pay a fine. Worried they will now cut me off. There is no one to talk to. High pressure scam sale.”
“This review is not about staff at the customer service, rather it is about your process of receiving calls and solving problems. I have spent 2 hours just to remind you to send the bag to return your smart Wi-Fi router which you promised to send. When call 150, you will send a text for to describe what the issue is and I went through this process 5 times without success. Even in the process, they started checking my line for problem with the router when all I wrote was about returns. I am frustrated with EE. This is worse than speaking to speaking with customer service in India or another country.
If situation continues like this one may decide to leave. All I wanted is just a bag to send back your property.”
“**Title: Disappointed Long-Time Customer Receives Poor Service from EE's Executive Complaint Team**
As a loyal EE customer for 12 years, I am disheartened by my recent experience with the company's executive complaint team. Despite my dedication and significant financial investment, my recent interactions have left me feeling undervalued and frustrated.
I contacted EE seeking a solution to a straightforward problem, but the response was far from satisfactory. Initially, I spoke with an advisor who, I was told, might have been an apprentice. This lack of clarity was concerning. My call was then escalated to a manager who, despite his efforts, was unable to assist me effectively. I was later informed by the executive complaint team that the manager had gone out of his way to help, which should be standard practice, not an exception.
My primary complaint was about the subpar service I received. Given my loyalty and substantial financial commitment over the past decade, I felt it was reasonable to hold EE accountable. The email exchanges with the executive complaint team were unprofessional and disappointing. Promised callbacks never occurred, and the language used in their communications was poor and inappropriate. When I questioned their service, I was threatened with account closure, which was alarming. Although I may have been frustrated during the calls, I apologized and requested transcripts for my own training purposes.
The executive complaint team made me feel as though I was at fault for seeking accountability. Despite multiple requests, I received no confirmation that my concerns were escalated to a team leader. Instead, I was continually redirected to the same team, even receiving a non-reply email at one point. Their level of competence is concerning.
I was referred to the ombudsman twice, which seemed excessive given that all I wanted was an apology for the poor service. I never sought compensation; I simply wanted acknowledgment of my dissatisfaction and a commitment to improve. The executive complaint team’s attitude suggested they believed they were smarter than their customers, until they encountered someone who understands what good service should entail.
After 12 years with EE, I feel that my loyalty means nothing to the company. I urge EE to consider how their executive complaint team handles customer concerns and to adopt better practices, perhaps by taking a cue from Apple’s support team.
This review will be shared on all EE social media platforms and review sites to highlight my experience and encourage improvements in customer service.
Thank you for your attention to this matter.”
“BT transferred my contract to EE who promised to match free EU Roaming. But they didn't. They lied and are charging me for roaming.
Now refusing to give me a PAC code and threatening to charge me 18 months of contract I'd I leave.
Website/App the slowest and most useless piece of garbage I've ever seen. Customer service useless and takes forever to even contact them.
EE are the worst company I've ever dealt with.
Avoid at all costs.”
“I was a BT customer then moved to EE by a BT representative, I was given a good TV package, and was given a tablet which I paid £10. But was not told about paying a monthly payment for it. So went on live chat took ages to reply so gave up it is rubbish. So rang very good customer service cancelled the tablet and sent it back. Then EE cancelled my phone contract without my knowledge, so was on the phone for about an hour sorting it out. The app is not as good as the BT app. You can't restart the router on the app and not very well laid out.”
“Awful service had nothing but problems for weeks when BT moved me to this garbish company. Cannot ring them as phone is wireless to router that doesnt work have to ring on mobile wait 1hr+ so costing me a fortune.”
“Worst customer service, they will overcharge you then lie about which service you contacted in to. Expect arguments with outrageously rude people who do not give one about anything to do with your account.”
“Such a bad company and never recommend to anyone. They offer something and when call back to accept. They said we cant offer you as this never been offered.”
“A really poor service overall they might have call centres in the UK but still they may as well speak a foreign language missed appointments complaints not addressed continuously lying about performance of Internet.”
“Appalling customer service. Phone that was returned was lost in the post. I was told by the chat line all charges for it had been removed from my account. They then reappeared and my credit rating is being ruined as my case is currently with the ombudsman. Terrible that a company can that you like this woth bully boy tactics and constant harassment.AVOID EE AT ALL COST.”
“Took out 2 mobile contracts at store. Neither had any service where I live. Despite postcode checker saying great 4g and 5g. After weeks of no help from customer services,failed callbacks and them closing my complaints,I cancelled direct debits and contacted ombudsman who told me after weeks that felt ee done enough to help. Yet they done nothing. Theve smashed my credit score to bits despite me eventually paying both contracts in full to end the bombarding of threatening letters and debt collection. And on top of this I also lost my number I took to them and had for years. They really don't care one bit. Hours spend on customer services and emails. All useless. And no cooling off period if bought from a store. only online.Postcode checker lies. Store lies. Customer services lies.complaints department lies and ombudsman sides with them. BEWARE. Also still reporting non payment monthly to credit ref agency despite paying all moneys owed months ago.”
“The network coverage is so bad that I had to pay £1600 termination fee and walk away from this company. I am not talking about rural areas, I am talking about major centres such as Oxford high street, central London, M4 and M25 and M40 motorways. You can’t even make a proper phone call without line getting cut off every 20 seconds. Do yourself a favour, just stay away. They are terrible liars saying best network in the UK.”
“Never again will I trust this company. I was happy for years receiving a service from EE and then I was persuaded to join BT by an in store customer service advisor. A world of pain emerged when they changed all my numbers instead of transferring them over, numbers which I had for a quarter of a centuary. Persuaded then to return to EE I was offered a contract which, on the surface, sounded good. Included in the package was a "free" tablet. I was assured, at every step of the way, I would have a cooling off period where, and if I was unhappy, I could cancel my contract. My prices had crept up significantly so I found a much better package with Vodafone. I am a pensioner and I need to spend carefully. I politely tried to cancel my contract with EE but they would not cancel the contract for the tablet. Apparently I 'should have read the fine print sent over to my mobile phone where I could see the clause on page two of the document' written in print two pixels high on my screen. "Always read the fine print" they said. They could have honorably dealt with my complaint, but instead, they chose to flex their muscles and referred me to the Ombudsman!
Over 1000 people here have left reviews for EE scoring 1.6 "Poor".”
“My boyfriend switched from Virgin broadband to EE, the download speeds do not match the guaranteed speeds - most providers fall short on that so its not a shocker.
However the connection will drop to 0mps and cut out completely every 8-10 minutes then go back on after 1-3 minutes and will repeat.
I expected poor performance when I held the router in my hands - it's cheap, light, soft, could throw it at a wall and it would shatter into tiny pieces - same quality of plastic as a childs toy from poundland, so the goods inside are likely of similar quality. It gets pretty warm too especially for a router.
We've had this broadband 2 months now, using the Internet has intervals and it's really frustrating, it's a pain just to do a Google search let alone something like stream a TV show.
Other customers have had this exact issue yet I cannot find any solutions or even causes for why this is happening.
The 'customer service' of EE is good, the people will indeed do their best to help you but I'm starting to believe it's all to compensate for such bad quality of products.
I've been using EE as a Mobile provider for 3 years, no matter where I am I always have 1 bar it only got to 3 bars when I was in Spain (like how??).
Other people have this issue - yet to find a cause or solution.
This company has a heavy marketing campaign, they have ads everywhere, they got Kevin bacon to do multiple TV ads (why is that BTW? What demographic are they aiming for?) - Point being that they invest a lot of money into advertising the product when that money could be used to maintain quality of service.
You see reviews about people getting into year long contracts with hefty cancellation fees and people who claim to be unaware of such fees and apparently these contracts are completely verbal - there's definitely an element of deception lingering around selling you 'EE' products.
Your product doesn't work? Poor performance? Still have to pay for it? Fees to cancel? - That's a system designed to protect their revenue and to trap customers - if such things are true.
I recommend any other provider. Location is a huge factor for both mobile and broadband performance with 'EE' so if you are thinking about it please ask people in your local area if they use 'EE' and how it works for them.
Also fun fact: they never claimed to be 'the fastest' network, they claim to be the 'fastest growing' network which doesn't mean much.”
