“After being with T-Mobile for probably 20+ years I noticed the service starting to drop off as soon as Orange merged with them..
After renewal of my contract they sent me a faulty phone. After maybe 3 or 4 months they still refused to send me a new phone that worked so I ended up having to buy one myself... and I still had to finish off my 22 month contract with EE.
I never received any apologies or any explanations nor did I ever receive any kind of reimbursement.
This company is all about pennies pounds and profit..... customers/people do not feature in their ethical standards.
I would not never recommend anyone joining EE.
The levels of customer care and customer support or virtually nonexistent assuming that you can actually get through to an actual person. . .”
“They made it easy to change broadband and phone from BT and rectified a minor error in the set up , offering to credit our account for the amount charged by BT”
“EE is the most excellent service and the best I have ever had. They are cost effective and give a super service. I live in a small village where I was having an awful time with my last company. My granddaughter suggested EE and I have never looked back. I pay £21 for the first year and then £28 a month. Included in this is unlimited up and download,(which is very important to me being a web designer ), HD movies, a never cuts off service, a phone line and free weekend calls. Super call centre.”
“When upgrading from an excellent tablet and phone deal, to a considerably more expensive one, I ended up getting a surprise bill immediately. The service from the operative in the store was very focussed on making sure I took the new deal rather than explaining what would happen with the change over. I ended up having to have an online text conversation with an overseas based help desk operative, who was very patient, when if the initial sales assistant had done their job properly, this need not have happened. I felt as though I'd been pushed into something.”
“I want to say a big thank you to Matthew who helped me to change my account details on the phone. He was very helpful, made the process very straight forward and was very pleasant to talk to!”
“I am extremely furious because I bought an internet service and it does not work in Europe, I would like to cancel because I have 2 plans and I am disabled, I have to stay 24 months with a product that does not work in Europe, I travel too much and I can not use it because I do not it works. I asked to change for another service in this case. EE really does things that do not exist, I want to cancel a plan and I'm forced to continue paying for a service that does not meet my needs.”
“I been with this company for 3 years now, and the past year has been the worse experience Iv ever seen, I upgraded a year ago on the phone, they miss sold me a 24 month contract as a 12 month contract and will not follow on the agreement so they tied me down without me even knowing it at £80 a month, I also have insurance with them, I claimed and got told I had a fee of a £100 that I never knew about.. After all this as you can imagine I was angry, so I payed for the iPhone to be unlocked that they stated would take up to 10 days, 10 days have passed and still haven't had the code, so I contact customer service and they say all they can do is start the claim again, so I would advise anyone to go elsewhere and not even consider going with EE!!”
“Have been a customer (mobile phone) for around 4 years and at almost every stage throughout, EE have had far better coverage and speed than any other network in the south of England. I've not yet had any issues when upgrading and so far their customer service has been spot on for any issues I have run into.
My main reason for leaving this review is that I've just signed up for EE internet to take over from my current subscriber (sky). I have been kept very up to date with emails throughout the ordering process and the deal I have obtained I swear cannot be beat - £100 gift card, an extra 5GB of data for mobile and inclusive phone for just a little more than I was paying Sky (£32 a month for EE).
I ended up taking this out after looking for a phone for my other half; we went into our Lymington EE store and spoke with Sam. He made us feel very welcome and we did not at any stage feel pressured to take any offer at all, unlike my experiences just about everywhere else. He asked about our broadband provider and gave me plenty of options. Suffice to say, we left with my other half on a new monthly contract and looking forward to some faster internet. I was told services would be active on the 21st Aug and sure enough, up and running immediately...
Quality and speed wise, I am incredibly impressed - I am getting far above their minimum guaranteed speed which makes my old Sky connection look like a dial up! The only internet downtime I had was solely the fault of Sky a few days before the change.
I'm an infosec researcher by trade and was excited to see what EE had to offer. The provided router has so far surpassed all expectations. I am pleased to see they have opted with a much stronger approach to default passwords; I won't be bruteforcing those at all (they seem to use 3 randomly chosen words separated by a hyphen). Unlike Sky, I have a Gigabyte LAN connection available and the router does offer a 5Ghz AP too. I've spent the day comparing the signal strength between the SkyHub2 and EE's Brightbox and EE wins hands down - the coverage really is brilliant for ISP equipment. I have plenty more tests to do and will update this review accordingly but I don't expect much to change. On a side note and very important to me; EE were happy to provide me with my broadband username and password to use with my own equipment unlike Sky - I don't know what other ISP's are like in this respect but getting these out of Sky was next to impossible.”
“I would actually give no stars if this was possible. I have never encountered a company so intent on using get out clauses, to avoid facilitating a repair to an iphone. If an iphone is out of warranty (over one year old, Apple are the only phone company to give a year, most other phone companies give 2 years) and you are in a 2 year contract you will find yourself trapped without a phone. Apple will not repair it for free and neither will EE. Now, EE know this when they tell you to make an appointment with the nearest Apple store after all other technical options have been tried and unsuccessful. But, they neglect to tell us stupidly trusting customers. They lead us to believe that our phones will be mended or replaced. Our nearest Apple store involved a 65 mile round trip. Only when we arrived at the store did we learn that Apple would not repair it free. We then went to an EE store armed with an Apple technical print out, detailing damage to the phone and offers of a replacement which needed EE approval. The member of staff and Manager in EE store (Brighton) quoted, parrot fashion, the consumer act to their advantage to pass the onus back onto us. They were smug, snide and totally dismissive and were intent on embarrassing us in a shop full of people. Unforgivable. They eventually said they could send the phone to be mended at our expense but if we wanted a loan phone this would cost an extra £150 on top of the repair. That is not customer service in any shape or form. Any company worth its salt and who values customer return business, would offer a goodwill repair or replacement if the customer is still in contract. It is not an unreasonable consumer assumption, to expect a phone that is taken out on a 2 year contract to at least last the duration of the contract and be fit for purpose. Shame on you EE. We are customers by default, having initially been with Orange for 12 years and never encountering such issues until EE took them over. To have to fight for what should be a given is bad enough. But to deliberately ignore acts of consumer rights and spout areas to fit your own agenda, really sums up your attitude and sense of loyalty to your client base. If consumer acts jargon appear flexible enough for your staff to continually quote in an attempt to wangle out of your responsibilities, then the flip side is, they are flexible enough to be applicable for you to honour your responsibilities. When our contracts are up we will not be renewing with EE. You treat your customers with utter contempt.”
“Alex sold me a tablet and set it up as a phone, he was the most helpful shop assistant I have met in years and nothing was too much for him even though the shop was really busy. It really made my day!”
“Disgusting lying company. I have a o2 contract and called EE on my withheld number. They sent texts and calls which I did not consent. I have raised this with ICO (who deal with data protection). The ICO claim if I did not give give consent (which I did not as happened twice with the texts), then this should not happen. Therefore, as I have been with EE for 4 years, I believe this company treats their customers with zero respect and should be avoided.”
