1,612 Customer Reviews over 41 pages
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- Location
- Newhaven
- Reviewing
- EE
- Date
- 2014-04-12
- Comments
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the broadband itself is good - but customer services are rubbish!!!i am waiting for a new router almost a YEAR called them 2 times to have a free one - and no result. thinking of leaving it
- Location
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- Location
- Brotton
- Reviewing
- EE
- Date
- 2018-01-06
- Comments
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Very slow speed 4.59mb
- Location
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- Location
- Birmingham
- Reviewing
- EE
- Date
- 2014-02-14
- Comments
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The internet speed is ok in my area , but the it is the customer service that they have got to improve. Service is bad . The operator will often transfer your call & make u wait for a very long time ( more than 10 minutes ).
- Location
-
- Location
- Morriston
- Reviewing
- EE
- Date
- 2018-01-20
- Comments
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I've been with EE for nearly 2-3 years. The broadband itself has always been fast even when many people were in the house.There were many times, however, that the connection would cause so much disruption with high ping during gaming. It wasn't consistent. Until finally the router or cabling itself is faulty. We tried contacting customer service for a week, never had an answer. For a week me and my family suffered ping from 100-5000ms. Download speed was average 4-8mbps. We couldn't be bothered to spend $40 over monthly for such poor customer service and internet. Glad we changed from EE.
- Location
-
- Location
- Cheshire
- Reviewing
- EE
- Date
- 2014-12-11
- Comments
-
BEWARE BEWARE BEWARE! Do not join EE home broadband the customer service is shocking, I changed from TalkTalk and wish I hadn't now. I was without broadband for 3 weeks because of EE then they kept giving me different dates that it would be installed on that date I would then be given another date. Customer service are so rude and unhelpful they also lie and just are not interested in helping. I was promised credit on my account for compensation for being left without broadband then they said that I was lying about it because the rep I spoke to didn't take any notes. I will be leaving EE as soon as I can. Please any one thinking of joining avoid at all costs!!!!!
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2014-10-25
- Comments
-
WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!!!
I have been an EE customer for a year. Broadband speed and reliability for me were mostly ok, but then I moved house (still within London)....3 weeks later I still have no landline phone and no broadband. I have spent over 2 hours on the phone (at my cost) trying to find out what is going on - most of this is spent on hold, or being asked the same questions over and over by call centre staff who clearly couldn't care less. On one occasion when I spoke to the call centre late one evening, the man asked me to hang on after answering, then cut me off when it reached 11pm without saying a thing! I have spoken to more than 10 different people and received 10 different answers. On two occasions I was told they would look into the problem and call back - they never did. On one occasion when I did get a call-back it came from a BT helpline number! All in all I would AVOID EE - the customer service is SO useless and rude that if anything goes wrong you'll end up paying as much to solve it as you would by taking a slightly more expensive package with another provider.
- Location
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- Location
- Islington, London
- Reviewing
- EE
- Date
- 2014-10-26
- Comments
-
EE customer service is abismal! Had to wait nearly 2 months for broadband to be installed. The first problem was due to EE not being able to transfer the number however I was not contacted to tell me this! The 10 working day connection period then had to be reset for installation as it was a new order. This happened again and I was the one who had to call. The staff had no power to do anything and put the phone down on me! I wanted to cancel but by now didn't want to waste time with waiting for further connection times The final issue was they inputted my name wrong which stills shows wrongly on my statement. Broadband is adequate if not a bit slow. Overall you get what you pay for.. its cheap for a reason.
- Location
-
- Location
- Slough
- Reviewing
- EE
- Date
- 2016-03-31
- Comments
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When it works it's fine it a little slow but when it goes wrong you are in deep trouble. The worst customer service ever.
People hanging up on you, consistent lies, poor compensation for loss of service.
You get a different story every time you call - it will be up again tomorrow, it's being fixed now, they've only just looked at..
When it's works it's good but when it goes wrong exist stress, being left on hold, people hanging up on you and lots of lies. Both times it's gone down its been for a fortnight.
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2013-07-25
- Comments
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NOT FOR DOMESTIC USE. The broadband speed gets choked on evenings and weekends (any time im not at work basically) and the service organization is terribly unreliable, i attempted to change address with EE, to be told i couldnt be set up till 4 weeks later when an engineer is available. Didnt turn up (i was told the appointment had been cancelled 3 days before, no one even pretended to have tried telling me) and i had to wait another 3 weeks. this is among several other occasions of disappointment, therefore i would not recommend EE, as you will find yourself with a leaving fee of £29.96 WHETHER YOUR OUT OF CONTRACT OR NOT.
The only good thing was the customer service staff who seemed to be doing their best, always polite but it gives me the feeling they are only there to take the heat for the higher disregard of customer satisfaction.
- Location
-
- Location
- Rochdale
- Reviewing
- EE
- Date
- 2016-03-15
- Comments
-
The actual broadband speed and reliability has not been too bad - most probably comparable with many of their competitors.
The customer service however is dreadful at best. Without a shadow of doubt THE WORST company you could ever have to deal with.
You could not pay me to ever deal with this company again, let alone pay for the pleasure!
- Location
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- Location
- Colchester
- Reviewing
- EE
- Date
- 2017-02-07
- Comments
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Always on a BT landline was with Freeserve from 1998 on pay monthly dialup, then broadband from 2005 onwards. (Government forbade BT providing broadband in my area).They called themselves Wanadoo, Orange, EE and now owned by BT? They started double-charging line rental on "MAXIMUM PAYMENT PLAN" ? I already pay BT for this so I changed my broadband to BT since January. EE continue to extract £35 monthly payments from my debit card as they have my card number.
- Location
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- Location
- Manchester
- Reviewing
- EE
- Date
- 2019-05-31
- Comments
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Constant problems with speed , really slow. Sometimes the WiFi doesn’t work for a full day which is really annoying & it came to a point where everybody in the house was just using their mobile data.
- Location
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- Location
- Lincoln
- Reviewing
- EE
- Date
- 2018-08-18
- Comments
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EE 4g is fine when it is working, however if you have a problem because your internet fails as mine did during an upgrade, you then cannot get through to the right people as they are an internet service and if you call you need details that you cannot find as they are stored on the internet that you cannot access. Eventually you discover that you have to send away your box and await a repair, which means over 2 weeks without internet!
- Location
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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
- Halesowen
- Reviewing
- EE
- Date
- 2017-07-01
- Comments
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When it connects the speed is ok but it constantly drops out, I was with EE a couple of years ago without any problems then I moved to Sky, again without any problems but since I've moved back to EE its been terrible, every 5 to 10 minutes I have to reconnect. Reconnecting itself can take a few minutes before it allows you to, the end of my contract cant come quick enough.
- Location
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- Location
- Costessey Norwich
- Reviewing
- EE
- Date
- 2024-01-24
- Comments
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EE took £100 deposit for TV box and package they cannot supply and are reluctant to refund the amount I am in process of the small claims court
- Location
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- Location
- South England
- Reviewing
- EE
- Date
- 2014-11-29
- Comments
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Customer service from EE is without a shadow of a doubt the worst I have ever experienced. Switched my old Orange Livebox over to EE (because they told me I had to) so I was an existing customer, had an account already for years, same address, same billing details, etc. They completely cocked up the setting up of the direct debit (apparently had to be re-setup) TWICE. The first time they cut off my service without any notice. Both times they sent me letters about my missed payments, both times they admitted fault but sent me round the houses trying to get the late payment fees refunded and the big red mark against my credit rating expunged. It's taken months. Utter nightmare outfit. Had EXACTLY the same direct debit problems switching Orange mobile to EE. As soon as these contracts end I am off. Been a loyal Orange customer for nine years but EE can get stuffed.
- Location
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- Location
- WEMBLEY
- Reviewing
- EE
- Date
- 2016-11-14
- Comments
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EE!! Absolute rubbish. The broadband was very slow. Kept on sending a new router when i complained to them about the speed. If you think of getting think back because it is absolute rubbish!!
- Location
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- Location
- Kent
- Reviewing
- EE
- Date
- 2015-02-04
- Comments
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It took a month to get connected after receiving the modem. Broadband was fine for almost a year but I've had no connection for the last 5 days.
- Location
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- Location
- Aberdeen
- Reviewing
- EE
- Date
- 2016-09-23
- Comments
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Always when I try to call customer service I wait for 20-30 minutes on the line until I get through. The representative promised to call me back 2 hours later but he didn't so I had to call them again and wait on the line for another 30 minutes. This looks like a standard way of trying to get through. Frustrating.
- Location
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- Location
- greenock
- Reviewing
- EE
- Date
- 2015-12-14
- Comments
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cant get a decent broadband speed even after them telling me the router was faulty now replaced thinks its even worse than before
- Location
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- Location
- Nottingham
- Reviewing
- EE
- Date
- 2015-02-05
- Comments
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I started a new sim only contract around XMAS and took advantage of a special offer at a local EE Store in Nottingham. i took advantage of unlimited mins/Texts & 2GB Data for £12.99 PM which was reduced from £14.99. At this stage the advisor in the Shop was most helpful... However having been overcharged and incorrectly billed i rang EE Customer service to sort the problem however they cannot help and i was told to contact the shop. I then called the Shop to be told they cant sort this over the phone either! what a joke. I now have to find my original contract details and have to visit the store in person so they can investigate further. I just want to say this is a joke and a huge inconvenience.
Regards
James
- Location
-
- Location
- STOURPORT
- Reviewing
- EE
- Date
- 2014-08-25
- Comments
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Had problem with landline & rang EE who said if it was my equipment I would have to pay £60 but if fault was outside I would not have to pay. BT Engineer found fault in external wiring and said there would be nothing for me to pay. This was in June so imagine my horror when I opened my E Bill on Saturday only to find I had been charged for the repair. Rang EE immediately and eventually they said it was an error. This was having tried to get me to say it was an internal fault, They did not want to know the meaning of OUTSIDE !! I then asked for this amount to be credited before collection of the bill but was told that was not possible!!. In other words you have no way of seeing your bill before it is collected. When I said I was a pensioner and could not afford to pay this, I was told to ring my Bank and tell them there had been an error. So I am left with a bill that I owe a little of but have to pay it all and will get monies back next month (I hope). They made the mistake and I have to pay.
Ok I should get it back next month but I dont have that amount to 'lend' to EE for their inefficiences.
- 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
- Leeds
- Reviewing
- EE
- Date
- 2018-10-09
- Comments
-
Shocking braodband. Opted for fibre and it is slow and intermittent. HATE that I'm locked into a contract because it is nothing short of dire! I now use more mobile data.
- Location
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- Location
- Surrey
- Reviewing
- EE
- Date
- 2014-08-28
- Comments
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I was on BT Infinity for 18 months and decided to move the line and broadband over to EE fibre broadband to save a few pounds.
I wish I hadn't - for the small amount I am now saving it wasn't worth it.
Here are some reasons:
1. During the transfer for some reason my BT account was left active so I was still getting billed from BT as well as EE - it took a lot of phoning up to get this sorted and i am still waiting for a refund from BT.
if you are considering moving providers I would suggest your manually call up your old provider to make sure your account is closed.
2. EE operate traffic management which means I cant use the internet for certain types of internet use during peak hours - 18.00 - 01.00 M-F or 13.00 - 00.00 at the weekends. This is really annoying. I don't download any torrents but rather I use a VPN connection which always worked fine on BT but is unusable on EE.
3. The EE supplied broadband router is in my opinion inferior to the BT router (which is saying something). When my or my girlfriends iphone are connected to wireless web pages or apps freeze and have to disable and enable wifi to fix it. this happens all the time to both our phones. was always fine on BT.
4. When you move your phone line and broadband from BT you have to separately cancel BT sport or they start charging you £12 a month for it - so watch out for that.
I now have 18 months stuck on EE.
I learnt a lesson - you get what you pay for.
BT aren't perfect either but my advise would be to stick with them.
- Location
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- Location
- Durham
- Reviewing
- EE
- Date
- 2018-01-05
- Comments
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Not happy with ee at all wish i never changed supplier
- Location
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- Location
- ig2 area
- Reviewing
- EE
- Date
- 2015-03-15
- Comments
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Even the smart TV DOESN'T WORK ...
The net drops very often and it is not reliable nor fast at all .. 27 a month wasted money
- Location
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- Location
- Accrington
- Reviewing
- EE
- Date
- 2014-12-28
- Comments
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Having recently (15 days) changing to EE for broadband provider i would advise to stay away at all costs! When enquiring about product we were advised that the signal strength would be reliable a stable enough for our requirements, having 2 teenagers in house we knew that xbox live would be a big must and ipad browsing is constant. Well, unfortunately the xbox is set up approximately 7 mtrs away from the router and the poor signal strength makes it impossible to contact, if 2 ipad on at the same time they start buffering when a search is requested from the opposite pad. I've contacted technical 4 times, advised to change settings on account which made no difference, asked how many obstructions between the router and the xbox ( we live in a bungalow so only 2 walls - can't imagine what it would be like if we did have upstairs) we then got advised to go and buy a the best router available - this is surprising as theirs are meant to be the best! And they would refund us the cost if it was any better! On another occasion on to technical we got disconnected after being on line for 15mins .... Nobody bothered to contact us back! Finally my latest attempt choose a different option on automated line "if your thinking of leaving" .. Here I was told that I would have to buy out of the 12month contract. I explained my how I had stressed my concerns at the time of purchase about signal and stability - highlighting all the items that would be running at the same time and that the sales person had assured us it would be sufficient to cover our requirements. I explained all dealings I had made with technical and that with the service being provided was insufficient I felt I had good reason to beable to cancel my contract without having to pay out. I was advised that all sales persons say things to make you purchase!!! Hence why I've given 2 stars for customer service because honesty has to be given reward!
I will be checking out with the ombudsman my rights!
AVOID THE HEADACHE ! And go else where!
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2016-02-10
- Comments
-
DO NOT GET THIS BROADBAND. Honestly the worst broadband I've ever had, might as well have dial up connection again. 4 of us in the house, if one of us dares to upload or download anything or watch something - even a YouTube video, then the rest of the house is practically offline for all the use it is. Chose it because it's the cheapest, unfortunately it's the cheapest for a reason . Called customer service twice to try and and sort out the abysmal speed, both advisors said they had resolved the problem and there is no improvement whatsoever. PLEASE do not use EE for home broadband.
- Location
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- Location
- Home
- Reviewing
- EE
- Date
- 2015-11-03
- Comments
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Poor connection and loss of speed. Called today for help and after almost an hour on the phone I was none the wiser and not better off. Not happy. Have had a completely wasted day with work.
- Location
-
- Location
- Jones
- Reviewing
- EE
- Date
- 2015-02-07
- Comments
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Do not get if you are a business owner or freelance worker!!!
I purchased EE broad band switching from sky-
(BIGGEST MISTAKE I COUOD HAVE MADE!!)
EE connected me to the internet 4 days late; after I had phoned them 4 times, on two of my call they hung up on me.
After being connected 2 days my wifi box was stopped working. After hours on phone they said they would send a replacement in 3 to 5 working days. One week later I had not received it. I called them up again to discover they had not sent it. A week later it arrived.
My business spice switching has lost £1000s in lost services and unspeakable amounts in lost customers.
If you like me are a business owner. EE WILL NOT COMPENSATE FOR LOST PROFIT.
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2016-04-11
- Comments
-
OK guys, I've been putting up with this service for 4 years. I'm done!!! It is totally unreliable. There are days in which is fine. There are days in which it drops the connection 20-30 times (for like a couple of minutes but it obviously messes up any gaming/tv watching) AND there are days in which it drops for hours.
*They sent me a new router. Still bad.
*They told me to unscrew my socket and plug the connection to the test wall socket. Still bad.
*They finally managed to convince me to accept an engineer visit to replace the socket. Guess what, he came today at 8.00. The socket has been replaced ... the connection has dropped so far 9 times in two hours afterwards lol
This company provides an atrocious srevice, Stay away!!!
- Location
-
- Location
- highbridge
- Reviewing
- EE
- Date
- 2016-12-19
- Comments
-
weak connection, regularly disconnects for intermediate periods. Customer service ok but nothing special, not worth the money
- Location
-
- Location
- Dunblane (4km from exchange)
- Reviewing
- EE
- Date
- 2017-01-18
- Comments
-
Service activated on a new line in September, initially speed was good, around 3.5mbps as I am far from exchange and cannot get Fibre. Then line speed dropped to 200kbps d/s and 440bps u/s, line was faulty, then fixed, but still faulty then fixed and still faulty, eventually got the service back up between xmas 2016 and the new year, initial speed was good (3.9mbps) but now dropped to 1.14(u)/0.440(d) mbps, nothing I can do to increase speed, to compare I have another line with another provider and steady sync at almost 5mbps d/s and 1mbps u/s. EE = toataaaaal R U B B I S H. But hey. BB only costs me £1.00 so I guess it's £1 per mbps then. Looking to break my contract as I have means of comparison and service is DIRE, customer service is a little better though, I complained and was led to a Lovely lady from "Executive Customer Relations" which is trying her best to help.
- Location
-
- Location
- Scotland
- Reviewing
- EE
- Date
- 2022-08-31
- Comments
-
Been with EE for 3 years, finally took the plunge and I’m moving on to a different provider, after my contract ended I started getting charged £41 a month just for internets. I have the same issues as others with internet dropping out various times a day, sometimes having to reboot the router just to access the internet. Very slow connections in the early morning and late evening, I would avoid if you need fast internet or reliable internet. Only positive experience I have with EE is their customer service is always friendly and helpful.
- Location
-
- Location
- Hampshire
- Reviewing
- EE
- Date
- 2020-10-15
- Comments
-
We’ve been waiting for the broadband to be connected since the end of August. After numerous calls, engineer appointments that never happened, it was raised to the head office after an official complaint was sent to EE. I had a call back today (7th week since we ordered it) to be told that this order is not going through because it got stuck SOMEWHERE and needs to be cancelled and that the new order will be placed today, HOPEFULLY connected in 2 weeks.. Team on the phone is well trained to sound nice, just about it. I wish I came across these reviews before..
- Location
-
- Location
- brandon
- Reviewing
- EE
- Date
- 2024-01-06
- Comments
-
Slow speeds, but they are apparently what we are paying for. Consistently drops out, and has gotten worse since FTTP started being rolled out here. ASlways has been an issue in the bedrooms. Plotting a switch to Trooli and leaving EE and the Openreah network as a whole.
- Location
-
- Location
- Kent
- Reviewing
- EE
- Date
- 2016-05-12
- Comments
-
I've had problems recently with my EE fibre broadband continuously dropping out. On the three occasions I have phoned their customer services it has taken ages to get through to anyone but then once I had spoken to the first customer service rep I was told I will be forwarded to their technical team and I've been put on hold for over 30 minutes - I was once on hold for nearly an hour when I was then cut off without warning because their customer service helpline shut at 10pm - I rang them at 8:45pm! My problem still remains unsolved.
- Location
-
- Location
- NEW MILTON
- Reviewing
- EE
- Date
- 2020-01-12
- Comments
-
Internet really bad. My wife by mistake continue after first 12 months. I need find way to cancel this broadband. First 3 months was really bad,no internet or was slow. Later they send new router, we had internet 50% time but was slow. Now after my wife renew , we have internet about 12 hours from 24 and 5 days from 7.really disappointed. Yes it's cheap but not worth. As I need use more my mobile internet so basically not saving money but loosi g.
- Location
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