“If I could give 0 I would… being absolutely ripped off by these guys, been with them over 3 years! They have put my bill up twice without informing me, now paying £55 a month, rang them and they said I’ve just been unfortunate that i have been hit twice by the pay increase… ooh and not to mention my data only lasts 4 days, even though have WiFi at home and work…. Anyone know what I can do? They say I have to pay £300 to get out of the contract that ends at end of the year 😢 absolute rip off!!!!!!”
“I switched ftom normal broadband to super speed broadband the engineer came to fix new box in the wall but he reassured us that i can use the normal broadband until the switch over but what he didnt tell me is it was already switched over so i lost my broadband and internet had to take annual leave because i work from home and couldnt work also never explained i need new router it would come by royal mail that was 3 dats ago iam still waiting so my advice is font go to faster speed it too much hazzle and your without broadband/internet so i complaine to manager was told all i would vrt back is £20 00 that wont pay for the phone calls or loss of service so i wish i hadnt changed to EE not happy with service at all”
“I am really disappointed with EE service as my internet is dead and phone always disconnected while I am taking to someone .ee charge me for nothing and i have to buy another SIM card with Giffgaff so i could carry on my work as Uber driver i have lost alot of job because of ee until now i have no internet connection but as soon my contract ends i will go away form EE”
“There seems to be absolutely 0 customer service for pay as you go customers and then trying to find a way to resolve an issue which we result in more service for EE and more spend on their product, impossible. Terrible Terrible Terrible customer experience. No testing, QA or anything. Complete lack of engagement as a brand and as a provider.”
“The deal I was pressured into from BT/EE is.far more expensive than I was led to believe. Appalling service from both and very much regret changing from Sky. When contract is up needless to say I will be going back to Sky.”
“Contracts so expensive they can't get there console offer correct ordered an Xbox series x bundle with vouchers item came no vouchers called them the sent another and same problem spoke to 8 people still no luck very bad customer service”
“Appalling service. Being ignored by the ignorant social media merchants for an issue they refuse to resolve. The worst company and service and staff I've ever had the misfortune to pay wages to.”
“Have to say I'm very happy that I took out insurance on my Pixel Fold. I had some accidental damage to my inner screen, still unsure as to how it was caused but without quibble I had a replacement phone within 48hrs. I put in the claim on 17/6 and by 19/6 I had a brand new replacement . Thank you, very much recommended.”
“Bad customer service. I was promised I would receive my remaining pay as you go credit and refund would be issued by cheque.
5 months on still not received it going around in circles. Now been told the policy is they don't sent refund by cheque of balance after being given wrong advice from the call handler.”
“I used to be with this nasty company until they showed their unethical, predatory streak.
Phone got stolen abroad. Cancelled everything. When they sent me a new sim, they had sneakily and unlawfully changed my contract teems so I got a huge bill. Like I needed that after the trauma of being robbed in the darkest of Africa!
When I called they tried to gaslight me.
What they did was predatory and unlawful. I switched to tesco mobile and ever since, I get random unsolicited texts (gdpr breach) from these clowns telling me they miss me. Too late now sweethearts, shouldn't have taken advantage of me in my darkest hour.”
“I was sold a contract on June 3, 2024. During the sales process, I was assured multiple times by different customer service representatives that the contract included unlimited roaming and access to Netflix for £19 per month on a one-month rolling basis.I am now deeply dismayed to learn that the information provided to me was totally wrong! Upon further investigation and a follow-up call to customer service today, I discovered that roaming is actually charged at £2.47 per day and the contract does not include Netflix. This directly contradicts the information I was given during the initial sale and subsequent confirmations. Never EVER EE!!”
“Absolutely a nightmare I've gone through! They completely ripped me off and lied from the beginning to sell me their broadband. The saleswoman promised me a new handset for free and that my phone and broadband together would cost £80. She also said they would refund any penalties I received from my previous broadband provider.
Short story: I received my new iPhone and the broadband was installed. So far, so good. However, the engineer who came to my house was talking about how his wife was sleeping around and about his daughter's date that night and what the guy was after. This is the kind of person they send into your home!
Then, a month later, I received a £160 bill, and the same the next month. When I called EE, they literally told me to my face that they knew they lied to me but since the 14-day notice period had passed, they couldn’t help me. Not to mention, getting a refund for the fine I received from my previous broadband provider was ridiculous. An anonymous person kept emailing me saying I needed various documents, and ultimately there was nothing they could do.
I give EE zero stars for being such charlatans. They have gone from the best to the worst, and I hope all the people responsible for this rip-off face the consequences. That's all I wish for them!”
“Used to have great network coverage, but over the past year, we have experienced continuous issues with connection, calls cutting out and phones not even ringing, only to see missed calls / voicemails. I've reported it several times, but keep getting told "our masts are working fine - no issues at all"... which is infuriating. Furthermore, EE apparently don't let their advisors log any problems when a customer reports them and you need to go onto their network coverage checker to do this yourself, which always seems to be out of service, so you can't log the issue (presumably why they think everything is fine, because no one can tell them about the problem).
When querying with EE what contractual obligations they have to ensure a suitable standard of coverage, the answer is quite simple... I have a contractual obligation to pay them, every month, without fail; and they have no obligation to deliver any satisfactory standard of service or coverage in return.
I'm told I can't even report it via the Ombudsman, as we have more than 20 employees, so they can only recommend I seek legal advice. That was their response to my complaint. No effort to investigate the issue or resolve it at all.
I have highlighted that, as a customer of EE for years, we have never experienced these problems before, but there has been a change in the past 12 months. Unfortunately, no one seems to care, because their "masts are all working perfectly".
So we have no reason to continue using EE, as they are no longer the best network provider and their customer service has definitely slipped a long way. Unfortunately, I still have to pay their bills for the next 2 years of contract regardless of the fact we are having to rely on wi-fi calling, which itself is unreliable and is causing us major business disruption.
Really disappointed that they have joined the crowd of disgusting large companies who treat their customers this way and value a quick buck, rather than retaining their customers for the long-term; and who rest on their (quite frankly) immoral and contractual terms, rather than doing what is right.”
“Delivery company dpd are appalling, twice they have promised to deliver but both times have failed to do so. So many people have related stories. Time for govt intervention.”
“I called originally to see if I could have my landline removed and they said I would have to start a new contract and forcibly sent me a whole load of equipment that I never ordered. I sent the package back the minute it arrived in post. Now getting bags for return and sorry to see you go letters. I have every intention to leave when my contract ends next Feb but will see it through rather than pay a fine. Worried they will now cut me off. There is no one to talk to. High pressure scam sale.”
“This review is not about staff at the customer service, rather it is about your process of receiving calls and solving problems. I have spent 2 hours just to remind you to send the bag to return your smart Wi-Fi router which you promised to send. When call 150, you will send a text for to describe what the issue is and I went through this process 5 times without success. Even in the process, they started checking my line for problem with the router when all I wrote was about returns. I am frustrated with EE. This is worse than speaking to speaking with customer service in India or another country.
If situation continues like this one may decide to leave. All I wanted is just a bag to send back your property.”
“**Title: Disappointed Long-Time Customer Receives Poor Service from EE's Executive Complaint Team**
As a loyal EE customer for 12 years, I am disheartened by my recent experience with the company's executive complaint team. Despite my dedication and significant financial investment, my recent interactions have left me feeling undervalued and frustrated.
I contacted EE seeking a solution to a straightforward problem, but the response was far from satisfactory. Initially, I spoke with an advisor who, I was told, might have been an apprentice. This lack of clarity was concerning. My call was then escalated to a manager who, despite his efforts, was unable to assist me effectively. I was later informed by the executive complaint team that the manager had gone out of his way to help, which should be standard practice, not an exception.
My primary complaint was about the subpar service I received. Given my loyalty and substantial financial commitment over the past decade, I felt it was reasonable to hold EE accountable. The email exchanges with the executive complaint team were unprofessional and disappointing. Promised callbacks never occurred, and the language used in their communications was poor and inappropriate. When I questioned their service, I was threatened with account closure, which was alarming. Although I may have been frustrated during the calls, I apologized and requested transcripts for my own training purposes.
The executive complaint team made me feel as though I was at fault for seeking accountability. Despite multiple requests, I received no confirmation that my concerns were escalated to a team leader. Instead, I was continually redirected to the same team, even receiving a non-reply email at one point. Their level of competence is concerning.
I was referred to the ombudsman twice, which seemed excessive given that all I wanted was an apology for the poor service. I never sought compensation; I simply wanted acknowledgment of my dissatisfaction and a commitment to improve. The executive complaint team’s attitude suggested they believed they were smarter than their customers, until they encountered someone who understands what good service should entail.
After 12 years with EE, I feel that my loyalty means nothing to the company. I urge EE to consider how their executive complaint team handles customer concerns and to adopt better practices, perhaps by taking a cue from Apple’s support team.
This review will be shared on all EE social media platforms and review sites to highlight my experience and encourage improvements in customer service.
Thank you for your attention to this matter.”
