1,612 Customer Reviews over 41 pages
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- Location
- London
- Reviewing
- EE
- Date
- 2014-11-03
- Comments
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The worst Customer Service I have experienced in my whole life. To get my phone unblocked I had to try to call them 6 times. After making me wait 1 hour for my call to be taken by an operator, the line fell so I had to call again. Not to mention that I could not use my phone for over 2 weeks now.
For a £40 monthly fee, I was not even able to use my phone after a reasonable time. Not to mention that in the EE store (I tried the one on Strand), you must be lucky to find an operator willing to help at all. I had to go back during another shift to find one who called once again for me.
- Location
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- Location
- Mk
- Reviewing
- EE
- Date
- 2021-11-18
- Comments
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Have spent 8 hours with dodgy connection. I qm paying £35.50 for a really poor service. There has to be better providers out there
- Location
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- Location
- Walsall
- Reviewing
- EE
- Date
- 2015-01-23
- Comments
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They lost my house telephone number during the porting and had to reallocate me a new number!!!
Had EE broadband since March 2014, all was ok until June 2014, when the average download speed would often drop to around 1 Mbps, or just no connection at all. The connection would slowto a crawl and timeout every 5 minutes, which made browsing impossible.
Contacted EE at least 20 times about it and they alway said to monitor connection.7 months on, they now decidethat it is best to send an engineer out, as I am nearing the end of my contract and want to cancel.
my advise is to stay well clear. JOKERS
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2014-05-12
- Comments
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I went in an ee shop for a broadband and they activate a broadband in THE WRONG address, I've called the help centre and they say it's my fault without help me at all.. almost shouting because I call them 3 times! is that even possible? I'm still struggling without internet for almost 2 months! I seriously start to think that I've done the worst error of my life.
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2017-05-24
- Comments
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The worst broadband company in UK. Stay away.
- Location
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- Location
- Harrow
- Reviewing
- EE
- Date
- 2015-03-08
- Comments
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I tried to leave my Orange Home Broadband after two and a half years of loyal custom. What a nightmare! I am convinced what they do if it is not illegal is at the very least inmoral.
Orange had me hanging for 45 minutes to start with. Then they were not having it. No matter how many times I stated "Will you please give me the MAC Key that my new broadband supplier requires", the operator was trained to ignore my request and refused to hand it over. The patronising treatment was insulting and humiliating. After 20 minutes begging for my MAC Key, operator said they could not tell me over the phone and I would receive this in five working days through the post. No 'thank you for your custom' or anything remotely similar.
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2016-05-18
- Comments
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Complete rubbish, they lure you in and bait you with being a known company and a GOOD DEAL but what they gi e isn't even worth the price. DO NOT JOIN THEM YOU WILL REGRET IT!!! Max 2mb of data a sec will be a headache trust me
- Location
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- Location
- Glasgow
- Reviewing
- EE
- Date
- 2015-03-24
- Comments
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I was offered the home broadband and tv package switching from Sky to EE. Well the activation date was supposed to be 1 week ago. All they managed to do was switch off my previous broadband and phone line and tell me my order had been cancelled with no explanation. I then get a new activation date for 2 weeks later and they then contact me one week later telling me that the order was unsuccesful. Have spoken to at least 10 people trying to sort it out but its not worth the hassle I have given up, cancelled the order and will now be getting BT.
- Location
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- Location
- Chelmsford
- Reviewing
- EE
- Date
- 2014-10-30
- Comments
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I switched from Sky to EE as a cost saving initiative. This is the 11th day that I have been an EE customer and I still have no internet connection. My experience of the company thus far is not a very favourable one. I have been passed around from person to person and the majority of people I have spoken to do not seem to technically understand the problem. They would appear to have a series of checkboxes to tick and very restrictive boundaries to work within. I have had numerous promises broken from EE and even the phone put down on me after insisting (in an agitated manner but not abusive) on speaking to a manager. Now, after being told that I would be entitled to free cancellation when I mentioned I was going to switch to plusnet, EE customer services are disputing this saying that I would be liable for a cancellation fee of over £100.
The link below details all my interactions with EE. Apologies for the emotional tone but as you can appreciate this is incredibly frustrating for me and my family who have been unable to complete their half term holiday homework thus far.
https://www.evernote.com/shard/s53/sh/25ef246a-0615-4b55-8bb9-3ac864398224/c608ca0edfebea813a66e15ef958248d
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2016-09-19
- Comments
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Broadband speed is slow as dial up. I am unable to view anything but text online. Images can take around 5-10 seconds for each one, and can't watch youtube videos unless I want to wait half an hour.
Frequent disconnections.
I have had to resort to tethering from my mobile internet, which has been very costly.
I live in central London, near tower of London, right among businesses with high speed internet. There is no excuse for the poor service.
Cancellation is very difficult, they put you on a queue for half an hour or more.
Avoid this broadband provider, its appalling that they're allowed to operate.
- Location
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- Location
- Rotterham
- Reviewing
- EE
- Date
- 2014-07-07
- Comments
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I have got excellent attention and assistance from there online chat . Helped me with everything and using it from past 1 year excellent service
- Location
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- Location
- Swindon
- Reviewing
- EE
- Date
- 2016-03-05
- Location
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- Location
- Newtownards
- Reviewing
- EE
- Date
- 2018-09-20
- Comments
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Awful from the start. 1st fibre order had to be cancelled and then Re-ordered as standard and then an upgrade to fibre wh Ch never worked until 3 openreach engineers called out and a change to my landline number which I was never told about. Worked for 2 weeks and then stopped working Wednesday 12th September and reported to them, told that it would take 4 days and have heard nothing since 17th sept which was a false promise of a phonecall back that day which never happened. Have had more time disconnected since I took out broadband with them than an actual connection. No replies to emails. Never had one day of problems with plusnet but since I moved to Ee it had been awful. Do not ever consider them for your broadband.
- Location
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- Location
- Stirling
- Reviewing
- EE
- Date
- 2017-07-26
- Comments
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Our EE broadband package started of great. We paid an upfront charge of £187 between 2, and our monthly bill was £1.85 a month for the next 12 months. Internet speed was good and there was generally no problems with our service.
When our cotract was 1 month from expiring, I got a call from a women from EE asking what our next step was, since our contract was due to end. I asked to keep the bills the same price if I agreed to continue using their service. All was fine.
The next year contract ended and I got no phone call, and my bills soared to £21.85 a month, then up to £28.45 a month. I called up to ask what was going on and the man on the phone said my contract had ended so they started charging me normal rate, which is of course a very uncompetitive monthly price.
Now ,the manb said EE do not call customers when contract ended, which of course was not true. This is EE's was of justifying charging customers very high monthly rates without notifying them.
I asked what deal I can get and they said the terms and conditions had changed and they only do 18 month contracts, to which I wasn't notified. They asked for a £300 up front cost so that my bills would go back to £2.85 a month.
I terminated my contract. And got charged another month for my troubles.
I can imagine there is many other providers that offer better services and better prices.
- Location
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- Location
- Polesworth
- Reviewing
- EE
- Date
- 2018-05-30
- Comments
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Live in High Street, same road as telephone exchange and still connected directly to the exchange by copper cable. This means we cannot have a fibre service until at some unknown future date BT update the cabling. So for years broadband is flaky with fluctuating speeds of between 7 & 15 mbs download and regular service interruption through line drops. EE & BT cannot improve the service until fibre is made available.
- Location
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- Location
- Llangollen
- Reviewing
- EE
- Date
- 2020-02-07
- Comments
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I switched in January from BT to EE didn't want to as BT has always been reliable but having got EE at 1/2 price the decision was taken out of my hands but cannot say a bad word about EE as the service is as good and speed is slightly faster (2-3 mbps)so would highly recommend EE from my experience to date
- Location
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- Location
- solihull
- Reviewing
- EE
- Date
- 2015-02-05
- Comments
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I wish i had found this site and read the comments. after 1 hour to the connections team yesterday told that the transfer of our business line and number of 5 YEARS from Bt would not be happpening!!!!!!!! they dont do business packages!!!! the double allowance of data per month on the new mobile phones contract will not happen either!!!! Was misold the whole package by person in shop and fed BS all the way thru!!!! As a Tree Surgeon and Specialist that struggles enough for work in the current climate in the winter months EE may well have put the last nail in the coffin if i lose my landline number!!!! 20 mins to BT last nite and my service is being transfered back at a cheaper price than before and less than EE!!!! hopefully the promised transfer and number come back. if not look to the papers to see some free advertising EE. have to agree with all of the previous comments, forgot to mention that predicted speeds were around 7mb/s which would not even have run my mobile let alone all of the devices owned!!! DISMISS AT YOUR OWN PERIL READER!!!!!!!!!!!!!!!!!!!!!!!!!!!
- Location
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- Location
- Bradford
- Reviewing
- EE
- Date
- 2018-10-29
- Comments
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Really, don't touch them with a barge-pole. My fibre broadband has now been off for a week. When you call their support line you get a 'unusually busy' message every time and wait 20-30 minutes to get through. I've been told a BT engineer has been organised only to phone up three days later and be told they are just organising it. If one does come this time and fix it straight away it will have been down for 10 days.
Go elsewhere, really..they are awful.
- Location
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- Location
- Mountsorrel, Leicestershire
- Reviewing
- EE
- Date
- 2014-09-09
- Comments
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Disappointing. 3 weeks into the contract and my phone still doesn't receive incoming calls. Difficult to find a number to ring. No email or web form for contact so you have to wait on hold for ages. Not looking forward to problems I haven't realised yet. My advice - not in any way worth the few pounds a month saved.
- Location
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- Location
- Fareham
- Reviewing
- EE
- Date
- 2018-04-09
- Comments
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Really surprised by all the negative comments here. I changed from BT to EE Fibre 38mb 6 months ago. The change was smooth and every time I have run a speed test, it is between 37 & 39mb and has never dropped out! The free data boost to my mobile phone is brilliant, especially as I am on a cheap SIM only deal. Very impressed with EE and a considerable saving on what BT charged.
- Location
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- Location
- cornwall
- Reviewing
- EE
- Date
- 2015-10-23
- Comments
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Dear god, that was one of the worst experiences ever. I wish I had seen all these reviews before switching to EE broadband.
Installed on a monday, a week later we still have no broadband.
30+ calls and on hold for well over 8 hrs all told. Passed around from person to person, call centers with people who can barely speak english.
One time we were on hold for an hr, when we got answered they told us rudely that they were busy and would phone us back within 2 hrs.
That phone call never came.
Still no broadband.
Will be cancelling and asking for a refund.
I urge ANYONE who reads this. DO NOT, I repeat DO NOT, select EE as your Broadband provider.
I don't know how these people are still in business.
- Location
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- Location
- burgess hill
- Reviewing
- EE
- Date
- 2015-01-08
- Location
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- Location
- Oxford
- Reviewing
- EE
- Date
- 2014-06-28
- Location
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- Location
- Mansfield
- Reviewing
- EE
- Date
- 2015-04-23
- Location
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- Location
- weston super mare
- Reviewing
- EE
- Date
- 2015-12-13
- Location
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- Location
- East Yorkshire
- Reviewing
- EE
- Date
- 2014-11-04
- Comments
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Switched to ee 21 days ago, still waiting for the service.... After 7 phone calls and an average time spent on the phone to customer services being 45mins each time have been told they have to cancel my current order and place a new order that will take another 7 days. On the up side they did say they won't charge me for the last 3 weeks of service !!!!!!
- Location
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- Location
- Llanelli S Wales
- Reviewing
- EE
- Date
- 2015-02-04
- Comments
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Awful customer service. 30 minutes wait to get through to a rude, abrupt and impatient worker! Further 30 minutes pulling wires out, sticking paper clips into the back of router, rebooting etc. End result, told cannot fix and hung up!
Next day I ring cancellations, they try every trick in book to keep me as a customer but when they failed to convince me, they now keep me waiting for days to release a Mac key which I need to change supplier. Avoid at all costs!!!!
- Location
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- Location
- Manchester
- Reviewing
- EE
- Date
- 2013-11-01
- Comments
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My broadband worked fine for the first few months but then the router packed in. The router was still connected to the internet but the Wifi transmitter had died as it was no longer broadcasting an SSID. I phoned EE and explained the problem and that I needed a new router. Still the customer service advisor insisted on carrying out line tests and asking me to reboot the router! After 20 minutes he finally agreed that a new router was needed.
The new router worked ok again for a few months but once again I had a problem. My router was receiving 12mbps but my connected devices could only connect at less than 1mbps resulting in painfully slow speeds. Again the customer services advisor was useless and asked me to reboot the router and ensure that it wasn’t net to a fridge or fish tank! I explained that no settings had changed since my connection speed dropped and I had tried rebooting all devices, refreshing connection settings and rebooting the router. This all fell on deaf ears as he ran through his script and wasted my time.
The Brightbox Router 1 has proven to be poor but the service at the other end of the phone has proven even more painful. I am now in the process of moving provider and would not recommend EE. As an existing Orange customer with a monthly phone contract which is up for renewal soon I would have expected them to make some effort to keep me as a customer and smooth the waters. They didn’t so my broadband, home phone and mobile will be going elsewhere.
- Location
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- Location
- Newcastle
- Reviewing
- EE
- Date
- 2017-02-19
- Comments
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Broadbands very unreliable, like going back 20 years. Avoid
- Location
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- Location
- Devon
- Reviewing
- EE
- Date
- 2016-02-10
- Comments
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We moved in August into new property in devon. We previously lived in north London and had super fast fibre optic broadband.
While moving I contacted EE to explain that our address is changed, at this point we would still like to remain with EE and just simply move our internet provider with us to the new address.
It all seemed fine, although they say it could take up to six weeks for it be installed, I wasn’t sure why it was quite so long. We had lots going on in the move so we didn’t bother pushing it.
While we waited for it to be installed I got a phone call while I was out shopping with my wife. They asked if I was happy with my broadband and if I would like to continue with them. At this point we had just moved and we had a lot on our plate so there was no reason why I wouldn’t say that I was happy.
After two months I got a phone call from EE, this wasn’t to say that our fibre optic broadband was installed but to say that they have just discovered that fibre is not available in our area! I then asked to leave EE as we hadn’t been given what we were sold. That’s not possible because the conversation I had in a busy supermarket now meant I was in another two year contract.
I tried to say that I had been mis-sold the package as I didn’t get told that I wouldn’t have fibre. They escalated this to their mis-sold department that would look into it (you have to worry that a company would have so many of these problems of being mis-sold that they have a department dedicated to it). Apparently I didn’t have a case and we were stuck with EE.
By this time we were desperate to have internet in our house. My wife and I both reply on it for work and we had been using our neighbours broadband while we waited for ours to be installed. I eventually said fine, just get it working.
Their phone technicians weren’t doing very well until I talked to this one guy in India who changed the settings on my router so that it accepted regular broadband, not just fibre. A light was on and we were finally getting broadband.
However as we used our broadband we discovered that the feed we were getting was really slow or nothing at all. Most of the time our electrical devices thought we weren’t connected to the internet and when we were it was slower than dial-up internet.
After lots more conversations with EE they sent me from person to person and decided to send out an engineer. The engineer arrived and put a booster on the system. While chatting with the engineer he wondered why we weren’t on fibre. I told him that we were told its not possible. He looked puzzled and explained that they simply had to plug our house into it, a relatively simple job. This was annoying but at this point I didn’t really care as long as it started working!
The engineer left, but as he left he left he said that there was a good chance it wont do anything. More than likely the problem is with EE. Reassuring words.
Sure enough there was no difference. I phoned EE again, they had a look at my plan and discovered that our plan was still set to fibre! And we had been paying for fibre! This person actually sounded helpful. She explained that we had been paying for the wrong kind of service and so the router couldn’t work with regular broadband because it was being delivered fibre… which apparently isn’t available anyway. She said that she would get the changes requested to make our contract into a regular broadband contract and make sure that we were reimbursed for our lack of internet over the past six months! That sounded great. She would phone back in just three days to get it all finalised… she didn’t.
After another week I phoned EE again and talked to yet another advised. This one was probably the most down to earth and realistic out of them all. First I told him what the other advised had said about changing over the plan so that it’s feeding in the right kind of internet. He said he could sort that out but he very much doubted it would do anything. However I needed to try anything that was suggested so we went for it. He did make sure we got six months of free broadband, which I’m grateful for… if there broadband. He also sent a new router just to tick every box we could think of. I thanked him but I could tell from his tone that this wasn’t going to get me anywhere.
Sure enough it didn’t improve. This leads me to today. After trying absolutely everything for the past seven months the only thing I could do was insist that they let me leave so that I could see if another provider could do any better. I phoned and was greeted by a lovely lady. I explained my story and she put me on hold while she went to her manager to see what they can do. She came back and to my shock not only said they couldn’t end my account but that when the contract was changed over to regular broadband, after their six month mistake of having on fibre, it was now another new contract and any problems that I’ve had before are now VOID! Seven months of trying to get things fixed and they are now choosing to ignore all the efforts that have been made to try and fix it.
After battling this out over the phone they ended with sending out an engineer again and escalating the package to the mis-sold department… again. I know that this is very much a first world problem but not having internet effects my work, and therefore my income… and makes my wife angry.
- Location
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- Location
- Wirral
- Reviewing
- EE
- Date
- 2018-08-31
- Comments
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Increasingly poor quality signal and slower speeds. It has got to the point it is unusable for gaming. Made worse by slow response from customer case at EE. Off to look for a better provider.
- Location
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- Location
- Newcastle
- Reviewing
- EE
- Date
- 2014-11-22
- Comments
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I have had three different broadbands this year; BT, talktalk, and EE. Changed over to talktalk after I moved house and had no problems whatsoever, however I found a fibre deal with EE broadband and switched again. Worst mistake ever, sped dropped from 34 download speed to 12. Customer service terrible with awful quality phone lines, will not phone back when they say, and tell me to change the channel which I have done countless times before and doesn't make any difference. Would not reccommend this to anyone. I'm now back on talktalk (fibre) and service has been much improved
- Location
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- Location
- Edinburgh
- Reviewing
- EE
- Date
- 2016-11-16
- Comments
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I wish I had checked all reviews before choosing EE. The worst broadband ever!! We have been without internet for 4 weeks. 2 new routers were send but never worked. EE always blames something else. They blamed BT line. Two guys from BT came in in two weeks.. but is nothing to do with the BT line. EE can't solve the problem. They started to ignore my calls. Always promises to call me back but never does. Or they just leave you a voicemail that they couldnt contact you due to my bad reception!!! We're is the good attitude to customers???? Terrible service.
- Location
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- Location
- northwood
- Reviewing
- EE
- Date
- 2016-08-24
- Location
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- Location
- Chester
- Reviewing
- EE
- Date
- 2014-11-04
- Comments
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Poor Network, bad customer service, buffering broadband
AVOID AVOID AVOID
I was with Orange for over 10 years, when I came to upgrade was persuaded to move to EE the ""best and fastest network around"" I also had my broadband with Orange and that too was moved to EE, For the first 3 months I have spent more time on the phone to customer service regarding several issues for both phone and broadband (which is fibre). My FIBRE broadband is slow when using on my phone sat in my lounge, You tube takes ages to load videos, and there's only me using it at the time. I had several letters saying my bill had not been paid yet I had always paid by d/d only to find two accounts were operating so I had to give my details again, only to get a text the following month to say it had not been paid again!! guess what they had cancelled the wrong account!!!! I am now stuck with them for a damn year. I do not recommend them at all I wish I had stuck with Orange!!!
- Location
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- Location
- Belleek
- Reviewing
- EE
- Date
- 2015-10-26
- Comments
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reported very slow speeds of 1.34mg was told it needs an engineer to call and check it out.later the speed went up to 7.09mg and then later back to 1,34.We are paying for fiber optic speeds of up to 16.1mg but the service is very poor.Have EE broken their contract? can I get shut.!!!
- Location
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- Location
- Ruthin
- Reviewing
- EE
- Date
- 2016-07-05
- Comments
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If I could give a minus star for them all I would. We have been with EE since February, the Internet signal is rubbish so we decided to go for fibre. They kept saying we would be connected time and time again and now they have finally decided, 4 months down the line, that we cannot get fibre so we are left with a signal that, at most, is 0.2. This is no good for anything.
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2015-10-27
- Comments
-
Avoid! Appalling costumer service.
- Location
-
- Location
- Manchester
- Reviewing
- EE
- Date
- 2017-02-13
- Comments
-
I was lied to by sales saying that my brother on T mobile could easily migrate over to a bundle package if we take it out with EE. They can't do it, and I didn't find out until after the 14 day returns window. Also I cancelled one of the lines on my bundle and they still took the money out!
Shocked at how poor their service is.
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2021-01-28
- Comments
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Very unreliable broadband. Very slow and WiFi keeps dropping out. EE have told us that as far as they are concerned it is fine so it must be a fault our end. No further “help” given.
However, after 5 days without internet we tried BTFON pay as you go. Brilliant speed. No loss of WiFi signal, even in the attic. Therefore definitely not our end!
Goodbye EE. We are off to greener pastures with better WiFi. Such a shame because your mobile phone service is great.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
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