“I have left a review on Trust Pilot today in regard to my attempts to top up my PAYG phone, so will not repeat that, but I need to say that since being with EE I have had tremendous problem with signal. I travelled by train from Cardiff to Gloucester and needed to contact my lift from the station, but no where in the whole of the journey did I have a signal. Other people on the train were texting, gaming (and annoyingly) talking (very loudly) but I had nothing. At home in Forest of Dean I rarely get a good signal and need to walk 200 yards up the road to send a text and no I do not live in a big deep hole in the ground. Trying to add credit to the phone whether by voucher or Debit card is, in my words, likened to a gerbil in a wheel having eaten orange smarties. Definitely looking elsewhere for a provider.”
“After accidently washing my Husbands phone in the wash, the phone & SIM would not work. Went on live chat to John yesterday & he has sent new replacement sim out today. Could not fault EE customer service. Very impressed 😊”
“Terrible experience, after 3 weeks of trying to get installed internet in our new flat, nobody came. No communication from the company. This is insane.”
“Ripped of my child to the tune of £500 after saying he was going to be put on a child-safe account that he couldn't over-spend on - then got the very first bill and it £500 - got told by EE(vil) that third-party app weren't included - checked the website which said they were - any chance of getting a penny back? Not a jot. Awful company that exploited my child.”
“Terrible customer service cant get i/net in any room except living room twice engineers have said they will phone me. Still waiting. Now cancelled contract with them. AVOID they are rubbish”
“The worst experience that i ever had with a company . This is a company which doesnt respect anything and scams you into things that they dont ask you. My contract was renewed without my permision and now they are asking me for money to terminate it”
“Terrible. Never delivered even half the service they promised. Full of blarney chat, chat and nothing else. Failed to deliver or resolve. Had to battle for a year to get the promised £50 switch incentive. Don't expect a smooth transition if you move home. Still waiting. Also when you request ex directory... they ignore and you can expect freaky fraud calls all day and night. They ignore complaints and promise, promise, promise...... But they belong to BT. Silly me, I am with EE! 😩😩😩😩😩😩😩😩😩😩😩😩😩😭”
“I must say EE customer service is second to none. I have been with this company for my broadband and mobile phone for over 5 years and I have always received excellent customer service on every call, they go above and beyond, credit where its due guys keep up the great work !!”
“Set up a sim only deal for my son as I was already with EE. Brilliant customer service from Vicki.
I also love how I have a spend cap on my sons sim so he cant go over and the novelty of being able to gift him my data when needed which made his contract very cheap at £8.00 pcm.Very friendly and helpful. Very pleased. Thankyou.”
“Excellent customer service on every call I have ever had with them. Helpful and pleasant staff. No issues with service that I’ve experienced. Would recommend.”
“I've had the same mobile number since 1995 and EE suddenly disconnected me for not using it although I had credit on it. I've asked them to reinstate but they refused saying it is their pollicy. I had everything tied to that number. I will never go with them again.”
“A truly appalling company. Ripped me off by installing and charging me for a data sim without thing me. Only found out some 18 months later. They only refunded me for 6 months after me being a customer since the days of Orange some 23 years. They also grudgingly gave me £30 goodwill. Managed to get a further £50 after contacting the CEO. Do not be fooled by this terrible company that takes advantage of long standing and, in my case, elderly, customers. Will never use again and will do my utmost to ensure others don't sign up to this rip off company.”
“Absolutely disgusting service Rang on sunday because we had no wifi,was told an engineer would be out within three days Tomorrow will be a week and still no engineer or wifi!!!”
“Appalling from start to finish. Took 8 days to transfer my number from my old provider. Had to beg for them to even alter my bill for that month. No response to my complaint. Tried to charge me £141 for a PAC code to move network even though I was in my 14 day cooling off period. Rest assured you will never be valued less as a customer than you will by EE.”
“I have an iphone 12 pro max. I have suffered from bad signal for two months nearly. Below is a small list of what I experience:
- 4G 1-2 bars of signal whether I'm indoors or outdoors
- at times sending a whatsapp message would take 5 seconds for the tick to appear
- it is very difficult to hear people on the phone whether its wifi calling, normal calling or whatsapp calls
- I have never seen 5G whether and I live in London
I have subsequently contacted Apple and they ran tests, they have found no faults.
I have contacted EE on numerous occasions. They even sent two new sims (once end of Dec and early Feb), the second time they even sent a different phone for me to test the signal. Still, the issue is the same. Apparently all possible checks indicate everything is fine. The case was dealt by a 'level 2' agent. The impression he gave me was that I was lying about my case. The agent said he could not help me or escalate it further and referred me to Ombudsman.
This was the conclusion: EE couldn't sort my signal problem out but they cannot credit my account and wouldn't terminate my contract (I have about 14 months left in my contract). This is exasperating.”
“Have been a customer of EE's for over 6 years (3 contracts)
Have had absolutely nothing but praise & delight for them.
However, EE seem to have forgotten their customer service quality.
My contract ended in December, I had spoken to them in regards to pricing on upgrades, it worked out around £15 a month cheaper elsewhere (this is my package without the device)
So I asked the cancellation to be forwarded with a PAC code, and they had confirmed this is noted against my account.
Having had such great service from EE in the past, I was considering paying the £15 extra per month to know that I am in safe hands.
However, despite contacting them in December, they are stating my contract is rolling per 30 days and being February now, I have a £150 bill outstanding for the 2 additional months.
Google 'EE 60GB Data package' and they sell 60gb Data, Unlimited Calls and Texts, to your usual 'Joe Bloggs' for £15 a month.
I've also explained I'm a key worker, I've recently fell ill from Covid and had to take 2 weeks off work on SSP.
I have pleaded four times (3 on live chat, 1 via phone call) that on this basis, they re-look my costs and I will satisfy a reasonable bill for my package without my device costs which is fully paid.
However none of this matters to them. Perhaps I was interrupting their dinner every time I've got in contact. I don't know.
The recent negative reviews says it all, This company has had a hard change in stance. And this is not how such a large, trusted organisation should conduct business.
I will follow up with the financial Ombudsman and I'm sure independent investigation body's would be highly interested in Telecomm's sapping people's money during these unprecedented times.
As a general note, do not use live chat right now, customer service etc is fine, but if you speak to the complaints department, they just want a tennis game full of arguments and are incredibly rude, ensure you email yourself a copy of the chat logs.”
“ Don't use ee you will be ignored!!!
😡 Id been with ee for over 5 years so it was time for me to upgrade a 3rd time I wanted the Samsung galaxy s20 +, however I was convinced on the phone that the s20fe was the best deal so I went with that, first handset overheated really badly after just 5mins of using it and would overheat on charge too, I got in touch within 14 days then sent it back and they sent me another handset which has been the exact same. However this time the customer service has been awful I have to send multiple emails to get a reply and even then it can take weeks, a very clever tacic so that I go past the timescale in which I can get a refund, I've still got the handset now which I asked to return a month ago, still being ignored on emails. I'm keeping my side of the bargain paying my phone bill yet ee can't give me a phone fit for purpose and don't want to resolve my issue anytime soon!!! 😡
Also they'll happily speak to me over the phone when selling me a handset but when I ask to speak to someone from customer service they can't contact me.”
