“When enquiring about sim only contract on Friday at Bath, Southgate store I was lied to by Chris. He advised me I had fourteen days in which I could cancel contract...HE DID NOT MENTION IT COULD ONLY RELATE TO COVERAGE ISSUES!
I called customer service to cancel contract Sunday due to not needing for new i-watch cellular, data option, they advised me that I can only do this in store. Went into store today and was told by manager I can't cancel because there is no pull out clause unless I have coverage issues!? Chris was there and when mentioned what he told me he outright denied he said such a thing!? He was very red in the face! HE LIED TO ME! Another of his lies he mentioned a few times Friday..."it says £23 there but you'll only be paying £22" LIES! ...he mentioned a two hundred and fifty gig plan...what it actually was, a twenty-five gig plan.
Chris was very fast to skip through the contract details on his computer screen before my digital sign-off. He knew exactly what he was doing!
I wish to have my contract terminated immediately due to misleading information and outright lying to my face.”
“My contract finished last year January EE was still taking my money till now June so that's 6 months I was actually paying bils of 45 every month, no reminder or text email been send my contract Is due and what should I'll do next. On top of that I lost the phone long time a gothat I was contract it too when I phone them to try and find solution nobody care, 2g Internet was not enough for me I called them to find solution nobody care, you misse the payment they straight away contacting you about it. Anyway this is ridiculous how can you charge people for contract that was finished wich laws in the UK allowed you to do this? It's a new way of robbery in 21st century! Probably will have to change the network after so many years, and please don't tell me to speak to your costumer service because they're USELESS!”
“No signal anywhere at all ever I have to depend on WiFi spots can’t use the package I paid for as No signal can’t call or text absolutely useless I’m off back to coda phone ASAP !!!”
“I visited the Gallow tree EE store in Leicester. I am very pleased with the quality of service. Terry, was efficient, helpful and highly competent in his assistance to me. I want to thank him for the customer support he provided to me today.”
“The worst conpany! Been with them 5 years, but now the situation is not good im arguing with them for past 3 months! And they dont sort anything! Please dont go with them as worst company !!”
“ee RIP OFF company payg 25p customer services no way i rang them and a £1 came off credit they wasnt that good when orange and SHITTY BT took over and got worse they arebthevworst company ever planning on leaving ee not the best and deffinately notbthe cheapest RIP OFF, RIP OFF, RIP OFF hope you CLOSE DOWN no custom just profit and they never taje note of FEED BACK”
“I visited the Bluewater EE store to purchase a SIM to test the signal at my home. It took a massive 30 minutes to purchase the SIM in store and the chap explained I had to buy credit at the time of purchase. I paid £5 for the credit and he tested it in his own phone.
When I got home to test the SIM the £5 had left my bank but surprise... the credit hadn't gone through. Turns out the SIM comes with £1 FOC anyway which is all I needed to be able to see what the signal was like at home.
He also explained that my current provider (BT) only use a fraction of the EE network so with EE I'd get a full signal on my iPhone. Guess what... 1 bar, the same as BT.
I contacted their support chat line to get the £5 credited to the SIM or refunded. He didn't believe me that I'd bought the credit in store because I couldn't verify how it had been purchased, £5 by card in store. What more could I tell the chap.
So now I have to drive another 20 miles back to Bluewater, I bet, to be told they can't refund unused credit.
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I drove back last night to sort this out in store but appanently they can only refund my money within 10 minutes of it being purchased.
So EE are also thieves!
Totally pants service from start to finish at every level!
Unbelievably poor EE.
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EE replied to me but they won't refund me the £5 because they just won't. They still don't believe I actually bought it, even after sending them a screenshot from my bank app detailing the £5 and the actual store at Bluewater on the statement.
The girl who called me might as well have called me stupid judging by her attitude to me on the phone. I explained the airtime hadn't been used as it had never actually applied to the SIM so it had never made it to becoming airtime. She did offer to apply £5 credit to my SIM but refused to understand that EE doesnt have a signal at my house so I wouldn't be able to use it.
In store the chap had shown me my postcode on a map and insisted that I would have 5 bars indoors, in reality I have 1 bar. I'm sure this should come under and be referred to the mis-sale of goods act but who has the time for that.
Her answer was that before I leave the house I swap the SIM in my iPhone so I can use it while I'm out! So now anybody calling me would realise that I'm out and call my EE number but when I'm home they need to call my BT number. Hmmm?
This is the calibre of EE customer services staff and the attitude of a multi-billion dollar complany.
So I am out of pocket £5, EE have my money and refuse to refund it unless I take one of their SIMS that doesn't work.
I plan to paste this review on every site I can find that will have me
Avoid EE at all costs.
PS... I now have a Facebook account as instructed too but didn't get an answer there either.”
“Alleluia, I’ve just got rid of EE after poor signals living in two properties and joined Vodafone, as soon as I switched over to them full bars on my phone for the first time in years, absolutely garbage they are and also had an email to say price increases, good riddance”
“Just got a text concerning price increases outside of my service plan. They are way above the rate of inflation. I live near the centre of Nottingham and often have poor to non existent data coverage.”
“Recently brought Samsung S10 with the Minute One bundle, case fine but the screen protector useless!! Does not fit, as the plastic cover hangs over the sides where the phone curves. I went back to the store and the advisor said they don't fit properly and attempted to try but the corners still hang and now the protector is just bubbling and cannot be put back on. The guy said the phone already has a protective screen cover on it...but there's nothing else suitable as yet to provide more protection. My question is....Why sell customers the bundle for £15 if part of is is deemed useless?? I cannot get a refund until I go back to the store when there is a manager available, not happy having to go to and fro to the shop wondering if a manager will be there or not.
Couldn't even add a review on the EE shop product reviews”
“I have to phone EE today to try and get my Samsung S8 plus unlocked, one girl took my details and past me to a technician who talked me through the procedure and it was unlocked within 30 minutes!! Brilliant service..”
“Have a top up subscription. They simply took credit my from an additional top up. No reason. If you contact them, they charge you for it. Stop wasting money on Kevin Bacon and sort your customer service.”
“The EE store in Stratford is absolutely disgraceful. Twice I have gone in there to purchase a new phone and they have miss sold me each time. Telling me insurance will be £5 a month then on my bill it appears as £14.99. Selling me an Apple Watch £8 a month when in fact it’s a 2 year contract of £20 that I cannot cancel. Awful store. Unless you want to be conned don’t use this store. EE on the phone themselves are very helpful, but the Stratford Store is awful.”
“Never had an issue with the mobile contract, have been with them for many years (Over a decade)
Customer service has always been on point. Recently joined them with the broadband service, they’ve always been very helpful and tried their best to rectify any issues I may have.”
“I ordered online new contract phone. First i got email second day that my bank declined payment. Payment went trought. i payed by phone second time. Monday got letter that i need ti show my id in shop and then i will get item. I showed my ID. And it was not accept by EE. Im traveling with my ID in Europ without any problems, opened bank account, did NIN, passed all checks with this ID, but no.... EE cant prove that is my id document.... Then was tired to play with them and canceled order. 10 days and no refund for 60 pounds for nothing. They are thefts and scammers. If you want to loose moneys then is ok. Next day i got same phone and better contract on vodafe in 10 minutes in shop. and my ID was accepted without any problems.
EE, bring my moneys back...”
“They failed to cancel a contract phone that was never activated and charged for this for 5 years and only offered a 20 percent refund
Avoid them like the plague”
“Manager in EE Plymouth store was great, she helped me get my email all back from changing over from. IPhone to android & loosing all my data, stressed to the max as important emails needed, and this lady sorted my probs out in minutes after I was told they were lost & locked in my icloud, she saved the day Thank you so much, can't remember her name”
“Been with EE for a very long time, called EE on multiple occasions for various issues, however today I phone and spoke to Mark. This gentleman took the time to listen and have a real good laugh as well as resolve my situation that I was having. There are not many people left that take time out of their day to have a real conversation with you. I thank you for that, made my day so much better. Mark you deserve employee of the month!! Thank you so much, I recommend EE so much especially for the customer care they have!!”
“Cannot recommend EE enough!
I’ve been with them since day one and before that orange.
Every time I’ve rang I’ve got through to someone within the UK
Which A. Is providing jobs in the UK 👌🏼 and B. Means they can understand my terrible English
And no matter what my enquiry they are always so helpful and go above and beyond to ensure I’m satisfied
Only read on for specific named cases:
Home Broadband
Due to an error made by a BT engineer not EE my broadband took a few weeks to connect and prior to that had no service at all
They sent me a sim router and kept topping up my data for free and reimbursed me for the time I wasn’t connected
Then when I did finally get connected (through no fault of their own but heavily compensated by them) the service was intermittent - again it is believed to be BT’s fault
After a couple of engineer visits the issue was resolved and again reimbursed for the time during faulty service
Then I moved house and tried to take EE broadband with me unable to supply at new address and sent a voucher as a gesture of goodwill
Phone:
While abroad on a couple of occasions last year i connected to the internet on a couple of the days but some reason it connected me every day despite me turning off data roaming
Now I could easily have been making this up but EE were most reasonable and agreed to go halves with me on the roaming charges
Very good of them
Finally sim only:
I took out a plan for my car a few months back as Audi advised with a SIM card I can park my car using my phone track my car and log miles and journeys etc
Turns out these features are not available in the UK yet only in countries such as America took a while for myself and audi to realise this in which time I’d exceeded my 14 day cooling off I just accepted this as a mistake and I’d pay the price for the next year or so
Well today EE rang me to ensure I was on the best deal and see if I needed any other products etc
So I asked if they could possibly do anything about the SIM only I’m not really using, I mean it’s connected to my car and does update my sat nav with traffic data and tell me the weather forecast and give me train and plane delays oh and give me google maps but non of which I’d really pay £10PCM for
Now fully expecting the answer to be no, the guy said he’d speak to his superior
Came back and to my amazement agreed to cancel the plan
Now, many grumble about EE saying they’re the most expensive
You get what you pay for
Most expensive because they have the widest coverage and in my opinion the best customer service
10/10
Hats off to you
Thank you once again”
“Monopoly at it's best
I would not give EE not even a one star.
I have been with EE for over 10 years and during this time I did not have the opportunity to read these awful reviews about this company. I made the mistake of renewing my contract with this horrible company over their store in Colchester. I been told that I would not be able to cancel my contract within 4 hours of purchase as I bought the phone over the shop. Now after less than 30 days of purchase, the phone screen flickers. I have contacted EE and they mentioned that I would have to take my phone to the point of sale. I have mentioned to them that I do not have time as I am fairly busy (commuter 14 hours day) and is there a way that I could send the phone over the mail and to get a replacement. I feel like I am stuck with the company that is no longer cares about its customer.
On top it off, I have been getting nuisance calls for the current number. I have asked EE if it is possible have the current number as pay as you go as I need these for verification for other services like (google) and then change the current number. EE suggested that they will not be able to do this and one of the representative mentioned that I would be able to do this by terminating my current contract and taking up a new one. The representative did not mention early termination of contract fee and I couldn't afford paying two line rentals for a month that day. I said I will comeback to it. I called them up a month later and asked if I could do this and the new representative informed me that I would have to pay 700£ early termination fee. I wasn't informed of this our earlier calls. I do feel like EE's customer service is not very well informed and they make the situation worse.
After this experience with EE, it is certain that EE does not care about it's customers and believes that by having a faster service would solve the problem. If your solution to retaining customers is having a 5g network, then I am truly sorry, no customer wants to be abused by EE for a faster network.
Piece of advice for the executive team, your customers are your boss and having a good product does not mean they would have to put up with being treated badly. On top it all EE is not considered about it's Customer service team as I can imagine there will be many unsatisfied customers such as myself. EE is one of the largest network provider in the UK and it's certain that EE is arrogant and treating customers badly.
For instance I upgraded from 21£ 10GB sim only per month contract to 39£ 4GB data. I been told by the customer service that I am paying 480£ towards the phone and the rest towards the service.
So
(39 * 24) = 936
936 - 480 = 456
456 ÷ 24 = 19£ per month
So for sim only contract for extra 2£ one gets 6GB of data. When I bought the phone over the store, the sales assistant mentioned that the phone costs about 700£. I did not intend to buy the google pixel 3. From my understanding that I would be paying the down cost of 700£ for the phone.
39 * 24 = 936
936 - 739 (checked online retail price) = 197£
197÷ 24 = 8.2£
As you can imagine my frustration with the deal and I am not allowed to cancel it. I mean even marriages can be nullified but one cannot cancel a contract within 4 hours… we do live in a strange world.
I would not pay the executive team at the top even the basic minimum pay. Why you may ask, they are not listening to their customers and adapting to changing world. So EE does not deserve my money after these 2 years.”
