“I was trying to speak to someone as my elderly mother (90) forgot to cancel her sim and has been paying £30 per month. I needed to speak to speak to someone. I phoned and was told it was £3.60 for them to answer call and £3.60 per minute after. After pressing all the buttons taking me through different departments and fully aware that time was clocking on. An automated voice told me I was in a queue and it would take 20 minutes. My maths told me the call would cost me £79.20. Unbelievable! Outrageous! Pure robbery. EE should be ashamed!”
“It’s unbelievable, but a mobile provider as EE cannot be reached by email. As a long-standing customer, I was offered in September last year to combine my existing landline and mobile phone contracts and if I signed a 24-month contract I would only pay £40 more than before, including an iPhone Pro Max 14. No confirmation of this agreement was ever sent to me. So when I got my first mobile phone bill, the total bill was £70 more than before. So the cost of the iPhone over 24 months is £1656. I complained several times by phone, but ihre customer service said that the contract runs for 24 months and my problem is if I didn't cancel it immediately after conclusion. However, I never received any documents apart from the first invoice. I’m extremely disappointed with this company. At Vodafone both contracts (mobile and landline) including iPhone would cost £55 less per month - 1320,-£ less in 24 months.
Update July 3rd:
As you can see I got an answer from Sam. He asked me to contact EE by twitter or Facebook. I wrote a message by Facebook (with a copy of Sam‘s answer) - no reaction from EE so far… best customer service ever👍
Update 04 of July:
Looking at your account Andreas, as your contract end date is the 15th of September 2024, if you requested a cancellation today, there would be an early termination fee of £1546.66 to pay.
„Each year Adreas, we adjust the prices of our products and services in-line with the Consumer Price Index (CPI) rate of inflation, plus 3.9%. Our price changes go ahead from 31st March, and we sent you a text about these changes on the 4th of March. We’ve been upfront about our price changes when customers agreed to their contract, so customers always know where they stand.“
Incidentally, this is only about the cancellation of the mobile phone contract. They now refuse to accept a termination for September 24 2024. „That is technically not possible.“ And of course I have to give notice six weeks in advance, otherwise the contract will be automatically extended for another two years (on the same terms). The termination of my landline contract is similar but cannot be processed.
The agreement at the time was that instead of paying £51 per month for mobile and landline connection - I would pay around £92 (i.e. £40 per month) more per month for the next two years - including a new iPhone 14.
That would have been an additional cost of over £960 for the iPhone. The price was very fair. Instead, I was first billed £132 and now it's £139.72 after a price increase. (Of course the iPhone add-on price goes up too. This means the price of the iPhone has also increased for the next two years). So before (without phone) 51,-/ monthly and now 139,72 £.
So each month 88,72£ (1064,-£ / year) more in 2 years around 2000,- for the extra iphone.”
“Always something wrong that I have to keep phoning about. Too many complaints to write about. Extraordinarily bad service. It goes on and on. The latest is they've heard I've moved, and unless I contact them about it it will affect my service. I haven't moved. In the 7 months I've been with them right from leaving the shop with my phone, I must have had to contact them monthly. It's affecting my health. Contrast my 02 provider who have provided excellent customer service and results.”
“FRAUDSTERS!!!!!!PROTECTED BY HIGHER FRAUDSTERS!!!!! CUSTOMERS HAVE ZERO CHANCE WHEN DONE OVER!!!!!
FRAUDSTERS!!! ABSOLUTE BULLIES!!! Never ever provided me with the minimum guaranteed Internet speed, yet stupidly I gave them them every opportunity to investigate any potential issues and try to resolve.....which lasted over a year!!!! After a year they closed my case despite not being resolved and have the nerve the charge me a termination fee, despite it being their policy that they should offer early exit if they can't fix the problem. Took the case to Ombudsman, which was also pointless as I lack the necessary equipment that EE have to prove my download speeds were below standard. Whilst case was with Ombudsman, EE were threateneing I pay any fees or they would get debt collector on me and ruin my credit rating! Complete and utter F***ing B**tards!!!!! AVOID AT ALL COSTS!!!!!!! Even their policy can't be trusted because they ignore it, knowing that customers cannot prove a damn thing against them!!!!”
“I am very dissatisfied with EE because despite me being a loyal customer, they wanted to charge me roaming charges of £2.29/day or £15/month even though I was only going to Spain.”
“I have been with EE since the days of T-Mobile. But their customer service has become horrible. When you try to leave they treat you like an enemy. The worst service. I cancelled a broadband service within the fourteen day clearly stated on their website, but EE deliberately sent me an email asking me to pay a cancellation charge. A very appalling customer service. I don't advice any customer to sign up to EE. They are extremely negligent and unprofessional. Even after I had made a complaint over the phone they cancelled my complaint and sent me a bill again after a few days. Don't take risk with EE. Find another provider by all means. If this matter is not resolved I will inform as many customers as possible through social media to stay away from EE. I have been mistreated and my time has been wasted. I don't normally write reviews but I have no choice with EE. They can't resolve my complaint so I must come on social media to resolve it.”
“My 12 year old daughter bought data bundles (recurring ones) which amounted to a £461 bill. When questioned about this and asking how this happened, EE offered to gave us £40 off the bill. Do not trust this company.”
“The company has no regards for their loyal customers and doesn't treat them like a good customer or friend for that matter to keep them. They treat their loyal customers exactly the same as new customers.... There should be difference between new and loyal customers.
As one of their customer services mentioned to me the company doesn't care coz if i leave they are not gonna lose as there would be another customer joining them.
I wish i wasn't as loyal to them.... I feel so disappointed and betrayed.”
“I'm not one to bad mouth and over the years I couldn't fault EE well orange when I got my first ever contract many moons ago ! 😅. Sadly to say this will be my last contract with the company due to absorbent prices and poor service .. well poor is an understatement?! It's only been over the last 2-3 years and it seems to be getting progressively worse with constant mast repairs and abysmal phone signal/ network speeds. Even the advisors try to shun you off saying everything is fine with your device when it's clearly not and for a contract that is nearly £100 a month you should be getting the best of the best which in total honesty has just left me feeling deflated as a long term customer . Any one new to EE id think twice and try 3 or O2 where I'll be going next 👍”
“JUST LOOK AT YOUR REVIEWS THEY ARE SO BAD I DINT LOOK UP EES REVIEWS WHEN I TOOK OUT 3 CONTRACTS WITH THEM THEY HAVE JUST GAVE ME SO MUCH STRESS IM FED UP WITH THEY COSTUMER SERVICE IS SO POOR THEY HAVE MADE ME FEEL SO SAD AND DOWN”
“Received note from BT that my mobile contract was up for renewal - their website had nothing but circular links then suddenly a link to EE their partner provider. EE website is quite probably the worst web experience I have had. Logged into my account but no access to any details, no access to any of the links, circles back to home page and default seems to be 'call customer helpline. No thank you. Closing account and moving to someone who actually does customer support”
“literally just the most insane method of topping up and adding credit and starting a new pack. I wish I understood it enough to adequately review how ridiculous it is but I can’t. Feels like I just have to text the most random and unintuitive series of all caps words to their phone number a million times and then eventually I get lucky and they put data on my account.”
“They’re increased my bills from £83 up to £91 and now up to £104. All they could do was writing a complain for me, which didn’t happen because a few days later I received a message that I didn’t contact them so they closed my case. My contract ends in September and my and 3 my relatives resigning and go to the competition. Ee, my advice- have some respect for your loyal customers!”
“I have been an EE customer since they merged T Mobile and Orange together, prior I was with T Mobile. I signed a new contract 3 months ago for £53. Without any warning my bill has increased to £61.30. There is no customer loyalty with EE and no help given other than, and I quote. "Don't pay your bill, go into debt and set up collection for 6 months, then your payments will resume to what they were." WHAT KIND OF ADVICE OR HELP IS THAT? Absolutely disgusted with EE and the attitude of the adviser. I will be telling others to avoid EE and end their contracts with them, as for me, I can't wait to get rid, gone from the best to the worst mobile phone company.”
