“Even if I manage to make one single person decide not to join EE then this review will be worth it.
The customer service is appalling; there is nobody competent who can answer your questions, no consistency and the waiting times are reminiscent of the 90's. I was put on hold on and off for over 40 minutes (listening to headache inducing music) for a single inquiry that EE didn't even help me with. Oh and did I mention how rude their technical support is? And if you complain and give them bad reviews in their own 'How did we do today' polls, then absolutely nothing happens.
EE wanted to charge me 230 pounds in cancellation fee because THEY could not provide me with decent reception in our new house. I was furious and after 2 weeks of waiting and shouting and stressing they cancelled my number without giving me a PAC code or compensation for the month I had paid for with zero reception. It is just horrific behavior from this useless company.
I cannot express with words how disgusting I find my EE experience and would never ever recommend them to anyone. Please stay away. Please.
EE: your days are numbered if you continue like this. Just read your own reviews on every site there is and stop robbing people.”
“One week ago I purchased an EE branded pay as you go mobile phone. I was successful in transferring my previous T mobile number. The credit on the old phone did not transfer. Try to seek advice the Cwmbran EE store, but the staff were unhelpful . I felt that as I was making a purchase I was unwelcome . The female sales assistant begrudgingly gave me a telephone number to ring. This proved to be an incorrect number. Found the correct number on line and quickly resolved the issue. 1 out of 10 for customer care.”
“Extremely poor service went through a nightmare with ee. Would never use again. They would not unlock my phone for over six weeks even though I had all legal documentation. Because I wanted to leave they made it extremely difficult for me to leave. Staff extremely bad mannered and arrogant.”
“Hi all. I have been with Orange/EE for over 11 years now. I recently purchased an upgrade in store (Carlisle). I had a problem making a phone call on my new device even though I had 3 bars and g internet showing. I took the phone back to the store and they said it was to do with my sim card. I am still having problems making phone calls and the internet is slow MOST of the time and sometimes none existent even though the phone shows 4g or whatever????? After 13 days of this I went back into the store to get a different phone and sim card only to be told there is no 14 cool off period if you buy in store. I was not aware of this at the time of purchase. NOW here is were it gets interesting...on the internet if you put in EE returns and you click yes to the 14 period and in store they say that you are allowed to cancel the contract. Even raising this point in store they didn't agree to this and said that there was nothing they can do. THIS is actually in breach of 2 things...
1. They are in breach of there contract to me to provide a service.
2. Its breaches my consumer rights.
They continued to boast that EE are the biggest, best and fastest provider in the country. HOWEVER listening to the radio over the past few days it was mentioned the EE are on the bottom of Which's list of mobile providers and that Giff Gaff are top in customer service. After this episode I am not surprised.
To sum up I am currently using my old phone as I do not wish to use the new one and I am struggling to phone or even use the internet. I am now stuck into a contract with EE so I will be saving up to get out of this mess and go with a different provider.
My advise to anyone who is thinking of upgrading or even go with EE...DON'T BOTHER.”
“This is the worst customer service I have dealt ever. My life's big mistake to switch to EE home broadband. They messed up my online order and never despatched a roouter and CS shows no interest to resolve the issue. We are two week now and still no hope of getting broadband service. Phoning them every single day, complaint section has even raised the ticket but nothing progressing towards the soloution. I will never recommend EE to anyone even for FREE offers.
This is 2016 and they are far behind the CS. Their CS is below the bottom level.
IT IS AN HEADACHE.”
“Absolutely terrible company with shocking customer service I cancelled my contract with them and they then proceeded to continue taking money from my account its been nearly a month of me calling and going into the store and every time they said they would be right on it and would get back to me within 24 hours they have yet to call me back once. Would not recommend had much better hassle free results with Three”
“A friend and I went to the Tunbridge Wells ee store earlier today to query the fact that a £20 top up had not shown on her phone. We were treated with contempt, lack of interest and downright rudeness - firstly by a gum chewing assistant, and then by another assistant who actually raised his eyebrows! The issue was not solved and she was told to go back to the Manchester store where the top up was purchased - not an easy journey from Tunbridge Wells. As a non ee customer, there is no way on earth that I would ever consider moving to them if that is an indication of their customer (lack of) service.”
“Last month I exceeded my voice allowance, not by a little in reality, some 400 minutes over my 1000 minute call allowance and was supplied with a very extortionate monthly bill of circa £225 (normal bill is just £27). FYI, I have never exceeded my call allowance in the past, nowhere even close. Normally my usage is somewhere in the region of 400-500 minutes per month. I do however regularly get close to my data allowance and when I get close to it I receive text alerts happily reassuring me that EE will keep me informed as to my proximity to my monthly limit. I get nice alerts at 80%, 90% and at 100%. I always know where I stand with my data. I always assumed the same would hold for voice (never having got even remotely close it was only an assumption and a very flawed one at that it seems). It seems that EE in their infinite and ever greedy rational have decided to offer this as a service but only as an opt-in service (3 of the operators did not even know this service existed by the way so how do they expect the customer to know?) whereas the data allowance alert seems to be set for all (at least I never opted in for it). I can only see one argument for making this an opt-in service and that it to benefit EE with the ability to present customers with huge bills when they exceed their allowances. Anyway, some 5 or 6 calls later, 3 of them to chase a response, 2 attempts to raise said complaint only to find the first attempt was not even logged and I finally get a call some 8 days later by an operations manager telling me basically tough!!! Apparently, EE are very happy to have charged me some £200 pounds for exceeding my allowance and they will not compromise on the amount. Now, I know they can and they do compromise, it just seems to be a lottery as to whether or not they will. In my case they are not prepared to budge. I offered to pay twice my monthly contract rate which would easily have covered the minutes I used but no, they are not willing to entertain that as an option with me. I have used EE for in excess of 10 years now. Guess what, not anymore! As soon as my contract is up then it is a wave bye bye to EE along with the other family owned contracts – I have a big family btw! Told EE this as well, guess what – they did not give a monkeys!”
“I have just joined EE network & so far it's fine. The staff in the Scarborough uk store were very helpful. What I would say is I was we the 3 network for over 5yrs. 6 weeks ago I was contracted by there call center center in Mumbai. I did not asked for the call & I could not understand the Indian caller as his English was appalling. He said I needed to upgraded my monthly DD. As I could not understand him I agreed. I was still confused & annoyed by this. I spoke to others who used 3 network & they to had suffered the same fate. Some had not even been contacted by 3 network & 3 network just increased the customers DD. The customers only found out when they checked there bank statements. I went into the 3 network store to cancel my A/C only to be told I had to pay £167.30 to end my A/C. I was told that as my new monthly tarif had changed it was classed as a new A/C. Even annoyed I still closed the A/C. The 3 store staff in the Scarbrough store especially the femails are rude, smug & cocky. Others like me have sufferd the same fate & cancelled there A/C with the 3 network. So to everyone who may be thinking of joining the 3 network best avoiding the 3 network altogether. Especially in Scarborough & please inform your friends & Family it will save you a lot of money by this scrupulous company.”
“Horrible network bad data charges slow network always cutting off dnot believe the tv adds stay well away from this network I got a mast rite outside opposite me and it's a bad network to be on stay away you will only get problems”
“Siobhan was abseloutely brilliant, she was talkative and had a brilliant attitude and really seemed to care. She took the time to find the answers I was wanting without just guessing and took real care in her work. She is a real asset to your company and deserves real praise. Thanks again Siobhan and good luck in the new role. X”
“Booked an appointment to go into the EE store in Edinburgh gyle went in right on time to see two men working there both with customers, one sorting out broadband for a customer the other talking to another customer about the football! sat waiting for 25 minutes and not one of the employees acknowledged me at that point I was becoming very impatient I mean what's the point in making appointments if the employees don't follow it! After another five minutes of being ignored and waiting I had enough and went along to carphone warehouse got a much better deal than EE had and their customer service was amazing! Absolutely shocked with the customer service in EE they have lost a customer and I will certainly not be recommending them to anybody!”
“Customer services never seem to know what they are doing although they tell you they do and get everything wrong anyway, constant hassle and not to mention mis selling contracts I will definitely be leaving this time when my contract ends”
“Worst customer service and hidden charges!!
Thought I was getting a great deal through a third party website when I got a pretty cheap contract.....the sacrifice was terrible customer service and hidden charges when cancelling my contract. Customer service reps were mostly advisor's who don't have English as their first language. Therefore any time you have a slightly complex query, you have no chance of getting it resolved. Hidden charge for transferring my number after contract had ended which I wasn't informed about. Won't be back again, I strongly advise to avoid, it's not worth it.”
“DO NOT GET EE!!!!!!!!!!!!!!!
They are diabolical!!!!!
They lie constantly!!!
Staff are not able to resolve any problem!!!
They give you completely false information and are not equipped with anything other than to lie to you.
They tell you, you can get your we broadband, landline, eetv all up and running within 10 days. I placed an order (stupidly) , 42 days ago and were still not up and running!!!! DONT DO IT!!”
“We decided to get both mobile phone contracts and home broadband with EE. This was a bad mistake in so many ways I can't fit them in this post.
First, the EE sales team in our local shop was slow and incompetent. They lied to us twice saying that that they could cancel our contract with our current broadband provider and start the new one with no overlap (similarly to what you do with energy providers, as you don't pay your electricity bill twice). They also told us that, in case of an overlap, they would have reimbursed us of any money we would have paid the other provider. Guess what? After two months of trying to get two months of overlap back, we have got nothing. Zero.
On top of this, we've had delays in the set up of the broadband, mistakes in billing, and no access to our online accounts for days (they had misspelt both our names and our Gmail account - they had written GMIAL...). And the accounts of our broadband and mobile phones are all separate, which is inconvenient and makes no sense.
Don't make our same mistake!”
“We moved in August into new property in devon. We previously lived in north London and had super fast fibre optic broadband.
While moving I contacted EE to explain that our address is changed, at this point we would still like to remain with EE and just simply move our internet provider with us to the new address.
It all seemed fine, although they say it could take up to six weeks for it be installed, I wasn’t sure why it was quite so long. We had lots going on in the move so we didn’t bother pushing it.
While we waited for it to be installed I got a phone call while I was out shopping with my wife. They asked if I was happy with my broadband and if I would like to continue with them. At this point we had just moved and we had a lot on our plate so there was no reason why I wouldn’t say that I was happy.
After two months I got a phone call from EE, this wasn’t to say that our fibre optic broadband was installed but to say that they have just discovered that fibre is not available in our area! I then asked to leave EE as we hadn’t been given what we were sold. That’s not possible because the conversation I had in a busy supermarket now meant I was in another two year contract.
I tried to say that I had been mis-sold the package as I didn’t get told that I wouldn’t have fibre. They escalated this to their mis-sold department that would look into it (you have to worry that a company would have so many of these problems of being mis-sold that they have a department dedicated to it). Apparently I didn’t have a case and we were stuck with EE.
By this time we were desperate to have internet in our house. My wife and I both reply on it for work and we had been using our neighbours broadband while we waited for ours to be installed. I eventually said fine, just get it working.
Their phone technicians weren’t doing very well until I talked to this one guy in India who changed the settings on my router so that it accepted regular broadband, not just fibre. A light was on and we were finally getting broadband.
However as we used our broadband we discovered that the feed we were getting was really slow or nothing at all. Most of the time our electrical devices thought we weren’t connected to the internet and when we were it was slower than dial-up internet.
After lots more conversations with EE they sent me from person to person and decided to send out an engineer. The engineer arrived and put a booster on the system. While chatting with the engineer he wondered why we weren’t on fibre. I told him that we were told its not possible. He looked puzzled and explained that they simply had to plug our house into it, a relatively simple job. This was annoying but at this point I didn’t really care as long as it started working!
The engineer left, but as he left he left he said that there was a good chance it wont do anything. More than likely the problem is with EE. Reassuring words.
Sure enough there was no difference. I phoned EE again, they had a look at my plan and discovered that our plan was still set to fibre! And we had been paying for fibre! This person actually sounded helpful. She explained that we had been paying for the wrong kind of service and so the router couldn’t work with regular broadband because it was being delivered fibre… which apparently isn’t available anyway. She said that she would get the changes requested to make our contract into a regular broadband contract and make sure that we were reimbursed for our lack of internet over the past six months! That sounded great. She would phone back in just three days to get it all finalised… she didn’t.
After another week I phoned EE again and talked to yet another advised. This one was probably the most down to earth and realistic out of them all. First I told him what the other advised had said about changing over the plan so that it’s feeding in the right kind of internet. He said he could sort that out but he very much doubted it would do anything. However I needed to try anything that was suggested so we went for it. He did make sure we got six months of free broadband, which I’m grateful for… if there broadband. He also sent a new router just to tick every box we could think of. I thanked him but I could tell from his tone that this wasn’t going to get me anywhere.
Sure enough it didn’t improve. This leads me to today. After trying absolutely everything for the past seven months the only thing I could do was insist that they let me leave so that I could see if another provider could do any better. I phoned and was greeted by a lovely lady. I explained my story and she put me on hold while she went to her manager to see what they can do. She came back and to my shock not only said they couldn’t end my account but that when the contract was changed over to regular broadband, after their six month mistake of having on fibre, it was now another new contract and any problems that I’ve had before are now VOID! Seven months of trying to get things fixed and they are now choosing to ignore all the efforts that have been made to try and fix it.
After battling this out over the phone they ended with sending out an engineer again and escalating the package to the mis-sold department… again. I know that this is very much a first world problem but not having internet effects my work, and therefore my income… and makes my wife angry.”
“EE has terrible network services and their customer services are awful. I phoned them regarding my contract upgrade and was told by the "biggest network provider" that they can't do nothing for me.... They didn't even attempt to keep me as a customer. My brother thinks they are the worst provider.”
“I took a £15.00 bundle to use my phone on holiday abroad for a week. Soon I'd come back I stopped it as advised. But they charged me £124.64 even after using only half of the talk time. Worst customer service ever. AVOID PLEASE”
