“Following a simple request to upgrade my data, waited 27 minutes on hold...UNACCEPTABLE (and this isn't the first time this sort of shenanigans has happened). Next contract will be elsewhere.”
“With my contact they agreed £100 uf costs and £39 pm. Then proceeded to charge £150 and £44 pm.
With my son's phone we agreed £90 uf and £44 pm. UF costs okay but charged £74 pm. Don't get me started on having to chase the phone being despatched. Each day of three they promised it had been sent but never arrived. Called and assured it would be sent that day and again wasn't. Infuriating.
They promise the earth and don't deliver.
Mick. Derby.”
“We have been loyal customers for over 13 years. One recurring issue (which EE has text us to confirm they have a line issue in our area). Called customer services and was not handled professionally, asked to speak to a manager and was also very rude. Well good bye EE if that’s how you treat your loyal customers who have had better deals but stuck with you! We will not be renewing our x4 lines at £250+ PM”
“Have been with EE for 3.5 years, paying £20/month for 2 sims. On Jul 2019 decided to try to get some offer for loyalty customers, the one on the phone agreed to increase data allowance from 5G to 20G for the same price (£20/month). Right after the offer, one of the sim was removed from the EE network, had to call EE service and they said that was an mistake from EE. Got the two numbers working again. Next few months' bills increased to £32. Called EE several times, got so many promises to call back but finally I had to call them and what I could have is an offer from EE to cut £5 from £32 bill, end up paying £27 after PROMOTION for loyalty customers? Will end all contracts (6 from my family) with EE when they end! Had thought to switch my Broadband from Virgin to EE, but will never do it.”
“I have been an EE customer for over 15 years, from before when they re-named themselves as EE. This is the first time that they have so UTTERLY mismanaged my upgrade and contract renewal that I should have just left the company all together.
Not only did they try to deliver my new phone to the wrong address, they then had to cancel and "re-build" the new contract to be able to send the phone to the right address a day later. And on top of that, it will be without the set-up ("Enjoy" - oh the irony of that name) support. I lost A LOT of time sorting even this out.
Finally when asked what they will do to compensate for all the mismanagement they simply replied "We apologize we can't do anything". A company that is quickly going "out of date".”
“Terrible Rip-Off company!
Terrible Rip-Off company!
I have a monthly paid mobile account which I pay £45 on average every month for 13 Gig of internet, which is already an horrible deal! Then I purchased a 4G wifi device with £30 credit for 20 giga Internet, but it did not last for more than a week, and when I called them to talk one of their staff told me she could give me extra 5 giga data, as she sees that I spend a lot with them, but I could speak to her manager and he would likely be able to offer me more. When she passed the call to him, he offered me a monthly plan and I told him I was interested in cable internet, and he said would transfer me to the correct team, and if I close a deal he would be likely to offer me some compensation internet until the cable one was installed. Then when I told him I didnt want, as I was going for another company he took it off all the other offers (even the 5 giga previously offered by his colleague), and only ended up giving me this same 5 giga back after I argued him, and only to honour his colleague offer, as "data is an expensive commodity" (for your company 5x more than the others probably). This is a disgrace and against the law, as he was trying to do something for me only subject to me buying his product. The name of this manager is Adam (he refused to provide me with his surname) and he gave a ref number which is 11798087 and the call was on the 23rd Oct 2019 at around 3.20pm.”
“I received a deal by text from EE offering 25% off my contract if I updated my phone a month early. When I visited the EE shop to do this I was told I should never have received the text .
I did feel sorry for the sales person who had talked me through the best phone and deal but I left the shop and will be looking elsewhere.”
“EE is the best network, don't make me trow up. They have stolen lied cheated me out of £990.00 and it was legal. they gave me a very attractive deal at first £34.00 a month but they will take £54 from my account, Guess what i never saw a penny. then after finding (after suffering with their limited coverage because you get what you pay for ) i was not going to see a penny back, i called them to cancel my contract. 2 months before 24 month contract was going to be up, i was tired of being cheated. so i was happy to pay penalty just to be with EE. they told me that i would get a pin if i want to keep my number i would have 30 days to decide i said ok still cancel my contract. they told me my last bill will be in November 2018. i said great thank and good riddance. 09-10-2019 i checked my bank account online only to see EE has been stealing money from my account for 11 months. i rang them again to find out that are right to go into my bank account and take my money for a phone that has not been in use for 11 months. spoke to team leader that has offed me £167.00.”
“Since taking over Orange & T-Mobile, signal has been worse, service not much help & deals rubbish! Not surprising with finances so tight people scrapping the monthly contract for 24 months & going sim only. Complete ripoff.”
“I cannot make it recieve or make calls or texts from my phone. Every time I ring EE , they have standard answer , there us problem in your area, we are repairing, four days for repairs 😊😊. This the work network , I have experienced.”
“Upgrade my line last night with EE found out this morning that my line has been downgraded and my add on have not been included in the new prices. Called them back this morning and was told they will not add them on guess it's time to move my three lines to another network. been a customer for several years now NO CUSTOMER LOYALTY”
“The worst customer service out of any sales person I have ever dealt with. They are only interested in financial gain and did not resolve to fix the issues I had with their network, which is by far the worst I have experienced.”
“Yesterday, (3rd October), I accompanied a gentleman to the Thurrock Lakeside Retail Park Extra EE outlet. It is important that I set the scene in order that our experience at the store is appreciated.
The gentleman is in his late seventies and is suffering from anxiety. He struggles to cope or deal with many of the quite basic necessities of life. He doesn’t always look after himself very well, so his appearance is dishevelled and can be disagreeable. He has a low tolerance of anything that he doesn’t fully understand and of situations that make him uncomfortable.
He needed an easy to use simple mobile phone with no ‘frills’ and it needed to be on a contract so he didn’t have to worry about topping up, or passwords or anything that would complicate matters for him.
I explained his needs to Luke – the manager. From the outset I was very comfortable with the way Luke just ‘got it’. He was sensitive to the situation without showing that he realised there was a situation. His tone and his language were exactly right. He suggested a mobile phone that met the gentleman’s needs and he didn’t dwell on the features that he knew would not be used. He didn’t go to any special efforts that would over-compensate for the situation.
His colleague Mark, who I understand was on secondment from the Basildon store, had been attending to another customer, and when he was free he joined Luke to deal with the technical aspects e.g. switching from the previous provider and transferring data to the new phone. I was grateful for this because it did cut down the visit by a few minutes. Mark was also intuitive. Their banter was easy going and appropriately comical, and never technically above our grasp.
I am a firm believer that good service and in this case outstanding customer care, should be recognised and I wish to thank Luke and Mark for the way they handled a potentially stressful situation.”
“The customer service is good, they mean well, but it's no good if they cannot fix the issues.
Network coverage is poor, at times non-existent. I've had NO coverage for well over 4 days now so unable to make any calls whatsoever, we were told by the chap who sold us the complete package for broadband etc, that it was the "SIM"... So they sent two new sims for me and my partner's phone. Same issues. Not happy for a while now with EE - I was told that the coverage was brilliant and that it was the best supplier.”
“The customer service from this company is absolutely fantastic. I have only ever had a fabulous experience. They always have plenty of time to spend with you and are always so helpful. Highly recommend them.”
“I went with my partner today to the birstall ee store at junction 27 we were served by a gentleman called Bilal. We would just like to say he is new to the company in his first week and he was brilliant. Took the time required. Very polite professional and certainly went over and above in customer care. Thankyou and I hope he gets recognised and rewarded for our comments”
“If you are intending on going abroad do not use these , had a massive bill , but no bill at all for 2 phones on 02 , rubbish just cancel my contract , plus will be 37 in work after this 👍🏼”
