“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 👍🏼”
“I will start by saying: I never thought it is possible for this to happen in 2019 unless you are somewhere in North Korea or something.
I went into the EE Store on Friday 13th September to get a Sim Card deal that I saw on their website, £20 for 20 GB of Data. It was really Friday 13th. As I got in, I was welcomed by sales advisor Nahima in the Bull Ring store in Birmingham. I specifically mentioned the deal that I saw on their website at which point she very confidently confirmed that they have that offer in store and that I can get corporate discount on it as my partner has the corporate discount perk. The discount of 20% on a £20 simcard is £16, moving on. As Nahima was looking to start the contract, she suggested the following: “Btw, I can do a better deal” she said. If you take the one sim card with 20GB for £20 I can offer you on your second number that you bring in a multiline discount of 10% and double data offering on a 25GB for £20 Sim plan. I had some thinking for 1 minute and although I do not use more than 25GB I accepted as it made sense still. She then filled the name, card details and pac codes on the contract, nothing else, asked me to sign, explained me that although it says £22 pounds there on the contract, on my account will reflect what we discussed. I then signed and asked: “So when will the number ports happen?”. She said on the 17th September, which was just 1 working day later. I was happy with that.
THE NIGHTMARE STARTED WITH THE WORST MOB ORGANISATION IN THE UK 2019
I noticed on Friday night on my account that nothing has been applied from what Nahima said, I then called customer services, they said nothing has been applied and I will need to take it in the store, I spoke with 2 agents. I was like: “Ok I can take this will billing after”.
Monday came, I called to verify my number ports. My number was due to port on Tuesday 17th, however my wife’s number was on the 14 Oct. I asked why, I was told to just make a call from that provisional number and that the date will be moved as it is an ofcom regulation now that people don’t know about it. I did, he actually confirmed that the date has now moved on the 18th. I called on the 17th, they said it’s still 14 October. I then got super frustrated of the fact that I had to spend 4 hours on the phone between Friday and Monday speaking with at least 5 agents, trying to cancel it, cancel number port, tried to get the discounts applied, tried everything possible and instead I was only lied and misinformed as they are all incompetents and have no clue what they are doing. I then tried to cancel it again on Tuesday or cancel the number port on my wife’s number to at least save her simcard from this demonic company and again I got hit with: “you need to speak with the store, the store needs to get this sorted for you” or “The number port is locked, we can’t do it”
I then of course went to the store on Tuesday: The Assistant manager there Haroon immediately blamed customer services for giving me misinformation and says that I should’ve come to the store. Initially I showed him on the contract where it said £22 for the Sim Card of 20GB and he said they don’t even have that plan and it should’ve been £20. I then said that regardless of what he can do, after all that happened, I just want to cancel the cards. He made me wait for 20 minutes while he supposedly read the notes from customer service although I clearly explained him that I don’t care what anyone said, I was mis-sold, and I need to cancel my simcard. He then explained me and my wife that just arrived there that I wasn’t mis-sold, all of the sudden that £22 plan was not meant to be £20 and although it says £22, on my account and on the bill will be £20 + the corporate discount, I kept showing him that in my account the price was still £20 and that the corporate discount nor the double data from 25GB to 50GB was not applied. He then continuously defended his incompetent colleague that was as incompetent as him and the commission won from this mis-sale. I was basically humiliated, called a liar, I was trying to explain, and I was asked to calm down as they will call security. This all happened in the eyes of a supposedly “store manager” that sat there and only looked. That is probably because her training and customer service reflected in the exact way as for her employees. In the end he said he can’t cancel my sim card even if by LAW you have a 14 days cloaking period.
The outcome: I sat in the night with someone on the phone for another 1 hour and 20 minutes and said he can cancel my contract and that I will need to wait 24 hours in order for the port on my number to be completed and he can request a PAC code. He then made me pay £40 which was the first bill apparently and said that it will be the last bill. He then said, no actually he promised that he will call me at 9 am the next day to give me the pac code and cancel the other sim card…..Guess what? Yep, never happened. Outrageous.
I AM OUT OF ENERGY: The end
Conclusion: DO NOT GET EVEN 1M close TO THE STORE IN BULLRING and STAY AWAY FROM THIS CLASSIC MOB ORGANISATION or pray things will go smooth. In the history of ordering services, I never seen anything like it. If they do release me of my contract, it was still a £40 adventure of calling and speaking with at least 7-8 reps that only misinformed me.”
“I will start by saying: I never thought it is possible for this to happen in 2019 unless you are somewhere in North Korea or something.
I went into the EE Store on Friday 13th September to get a Sim Card deal that I saw on their website, £20 for 20 GB of Data. It was really Friday 13th. As I got in, I was welcomed by sales advisor Nahima in the Bull Ring store in Birmingham. I specifically mentioned the deal that I saw on their website at which point she very confidently confirmed that they have that offer in store and that I can get corporate discount on it as my partner has the corporate discount perk. The discount of 20% on a £20 simcard is £16, moving on. As Nahima was looking to start the contract, she suggested the following: “Btw, I can do a better deal” she said. If you take the one sim card with 20GB for £20 I can offer you on your second number that you bring in a multiline discount of 10% and double data offering on a 25GB for £20 Sim plan. I had some thinking for 1 minute and although I do not use more than 25GB I accepted as it made sense still. She then filled the name, card details and pac codes on the contract, nothing else, asked me to sign, explained me that although it says £22 pounds there on the contract, on my account will reflect what we discussed. I then signed and asked: “So when will the number ports happen?”. She said on the 17th September, which was just 1 working day later. I was happy with that.
THE NIGHTMARE STARTED WITH THE WORST MOB ORGANISATION IN THE UK 2019
I noticed on Friday night on my account that nothing has been applied from what Nahima said, I then called customer services, they said nothing has been applied and I will need to take it in the store, I spoke with 2 agents. I was like: “Ok I can take this will billing after”.
Monday came, I called to verify my number ports. My number was due to port on Tuesday 17th, however my wife’s number was on the 14 Oct. I asked why, I was told to just make a call from that provisional number and that the date will be moved as it is an ofcom regulation now that people don’t know about it. I did, he actually confirmed that the date has now moved on the 18th. I called on the 17th, they said it’s still 14 October. I then got super frustrated of the fact that I had to spend 4 hours on the phone between Friday and Monday speaking with at least 5 agents, trying to cancel it, cancel number port, tried to get the discounts applied, tried everything possible and instead I was only lied and misinformed as they are all incompetents and have no clue what they are doing. I then tried to cancel it again on Tuesday or cancel the number port on my wife’s number to at least save her simcard from this demonic company and again I got hit with: “you need to speak with the store, the store needs to get this sorted for you” or “The number port is locked, we can’t do it”
I then of course went to the store on Tuesday: The Assistant manager there Haroon immediately blamed customer services for giving me misinformation and says that I should’ve come to the store. Initially I showed him on the contract where it said £22 for the Sim Card of 20GB and he said they don’t even have that plan and it should’ve been £20. I then said that regardless of what he can do, after all that happened, I just want to cancel the cards. He made me wait for 20 minutes while he supposedly read the notes from customer service although I clearly explained him that I don’t care what anyone said, I was mis-sold, and I need to cancel my simcard. He then explained me and my wife that just arrived there that I wasn’t mis-sold, all of the sudden that £22 plan was not meant to be £20 and although it says £22, on my account and on the bill will be £20 + the corporate discount, I kept showing him that in my account the price was still £20 and that the corporate discount nor the double data from 25GB to 50GB was not applied. He then continuously defended his incompetent colleague that was as incompetent as him and the commission won from this mis-sale. I was basically humiliated, called a liar, I was trying to explain, and I was asked to calm down as they will call security. This all happened in the eyes of a supposedly “store manager” that sat there and only looked. That is probably because her training and customer service reflected in the exact way as for her employees. In the end he said he can’t cancel my sim card even if by LAW you have a 14 days cloaking period.
The outcome: I sat in the night with someone on the phone for another 1 hour and 20 minutes and said he can cancel my contract and that I will need to wait 24 hours in order for the port on my number to be completed and he can request a PAC code. He then made me pay £40 which was the first bill apparently and said that it will be the last bill. He then said, no actually he promised that he will call me at 9 am the next day to give me the pac code and cancel the other sim card…..Guess what? Yep, never happened. Outrageous.
I AM OUT OF ENERGY: The end
Conclusion: DO NOT GET EVEN 1M close TO THE STORE IN BULLRING and STAY AWAY FROM THIS CLASSIC MOB ORGANISATION or pray things will go smooth. In the history of ordering services, I never seen anything like it. If they do release me of my contract, it was still a £40 adventure of calling and speaking with at least 7-8 reps that only misinformed me.”
“My mother had a pay as you go sim - being used only very infrequently, she had topped it up £20 around 3 years ago, had tried to use it several times but seemed unable to, although I could call her on it (which was fine) I rang her a few days ago and it appears they have given her number to someone else as it had not been used in the last 6 months - not even prepared to refund her credit! Won't be using them again!!”
“We have been ee customers for a long time both broadband and mobile but we recently moved to Cornwall and waited for ee to connect us up for three months and all they gave us in compensation was one free month OMG can you believe it ? I will definitely leaving them both broadband and mobile which I have three contracts !! So very disappointing.”
“A very poor service for my mobile phone...many errors and clangers dealing with EE Head Office...they overcharge and are not put to task by the Regulator or any other Government Dept.
The Regulator appears slow to act against Phone Companies..unlike the Banking Sector which have been fined for their numerous misdemeanors.”
“Unauthorised deduction of funds from my account and terrible customer support
I have been with EE for many years and had a £5.00 pack with them when my data allowance ran out. So every day I was sent a text message saying to use data I would need to buy an add on. As I was going to let the pack run out and wanted to choose a different pack. I sent a text message saying stop pack so I would not automatically put on the previous pack. Despite ignoring the text reminders about buying an add on and my text message saying stop pack. I had an unauthorised payment taken out of my account for £7.50 to buy a data pack !
I then phoned to complain about this, as trying to complain via the other methods is a waste of time. The advisor then said to me as a one off they would refund me, as if they were doing me a favour ! No hint of an apology for the unauthorised deduction of my money for this transaction. I am also annoyed that I had to pay for the call to complain when it was EE fault. So now to buy a new pack I have to top up by at least £5.00 to buy a pack. As initially I had a balance of 10.00 ready to buy a new pack of my choosing leaving me now with a balance of £9.60.
I think it’s a disgrace that EE can just take unauthorised money out of your allowance ! Also the way I was treated by customer service saying if they were doing me a favour when it was EE fault. Plus the fact I had to pay for a call to complain when as I said it was EE fault.”
“Customer services for my sim only mobile contract, using data while abroad. I made an error working my way through an online menu, and managed to switch off data roaming. I ended up making several calls to customer services (we crossed national borders on our travels) and on every occasion, they were helpful, polite, genuinely interested in solving the problem, and made me feel valued as a customer and as an individual. I genuinely wish all customer services were as good as this.”
“I went to the ee store in woolwich and found all staff to be helpful and friendly, especially Esther who put up with my lack of knowledge and endless questions, I had to go back as I couldn't figure out how to transfer contacts, on both visits she was patient friendly and seemed genuinely eager to fix my problem only thing I weren't keen on was once contract was set up for a phone I have never had before I decided I really couldn't get on with it but was not allowed to change contract to a higher priced contract for a phone I knew I would get on with.”
