EE Reviews 70,421

On 16th May 2026 I bought a broadband + digital phone line from EE on comparethemarket website and everything seems to have gone smoothy. I subsequent received an SMS and emails confirming the order and even gave me an activation date. Then on 19th May I was informed by EE that my order has been closed. The agent offered to re-open the account but at a higher price £39.99 instead £30.99 and without the switching credit of £300. I made it clear to the agent that I was not happy. He put me on hold and went to speak to, I can only assume, his line manager. By now I was on the phone for about 30 minutes, I waited a further 10 minutes but the agent never re-joined the call. So, after about 40 minutes my patient ran out and I put the phone down.

The guy on the other end of the150 line worked dry hard to her all sorted out dispite my general concussions. He was very patient with me

Very good patient customer service from Giles chadwick

The steps to go through to get the best package for tv and broadband on the website was intuitive and straightforward.

Joanne the customer service agent dealt with my questions and queries in a very thorough, professional yet friendly manner. It's what customer service should be. Thank you and well done

the two members of your staff were polite pleasant well dressed and clean explain all the detail in away I could understand with our being pushy well done.

Understand my needs

I simply wanted to remove the sports package and swap to the entertainment package. Initially I was told this would be done but the promised phone call on Good Friday failed to materialise. Instead I was told I’d have to have a new package and was sent new equipment (different hub, extenders and tv box). I was informed that these would cost me another £10 per month which I refused to pay. The new equipment caused pixelation in my live tv viewing. Despite the visit of a technician who couldn’t fix the issue and said he’d recommend my having the old equipment back and multiple phone calls and complaints to EE staff, my complaints weren’t resolved. Finally, yesterday, after almost two months and numerous attempts to revert to my original equipment I was told I had four options:
1)Keep the (non-working) service as is.
2)Terminate my contract at the cost of £750.
3)Find the telephone number of a Management Executive and speak to them (the EE representative wouldn’t provide me with a number and said it had been sent to me after the resolution of one of my complaints).
4)Take out a new contract for my old equipment with entertainment package at the cost of £4 per month more than my original contract.
For a communications company, EE fail miserably because the numerous staff I spoke to appeared not to talk to one another and I was certainly not listened to.

Easy and straightforward website to use and great prices for all you need and will pay any fees you are charged by your broadband provider to switch over

Charming, very helpful & patient chap who talked me through everything. Bravo! He sounded beyond his years with his excellent knowledge. Thank you.

Very good service

The last person has had to put right someone else's mistakes which he appears to have done very well

Great customer service, I raisedxs query about the price of my EE service package, they have changed me to a much faster broadband deal at less cost than my current on.

Moving from Plusnet to EE in order to retain landline. Helpful staff and simple process over the phone.

Easy to navigate menu & fast delivery of goods

I like the person that phoned me but my internet is worse than before

Both of the EE agents who helped me were amazing, really helpful and very friendly. I'm not technical at all, and they helped me with everything. A credit to EE, didn't put me on hold, didn't get passed on to three different people who had me waiting for ages, unlike another company. Thanks so much. 🥰

Abysmal, simply abysmal. An accidental £270 charge was administered to my account 2 months ago and I still cannot get through to anybody with any semblance of coherence in order to receive the money that was wrongly taken from me. I don’t seem to be alone in this situation and have escalated to trading standards.

Exceeded my expectations on new package and support of telephone error.