EE Reviews 

Broadband connection went down 8 Aug. Open Reach took several days to find and fix fault. EE told me I needed to upgrade from copper to fibre. Engineer eventually came out 15th after router was delivered. (8 days with no connection). 1st Engineer used every excuse possible to avoid doing the job and left. Another Engineer turned up 21st ( now 14 days without service), did the job with no probs. Amongst all this EE told me I’d need a new phone as my almost 5 year old Samsung was no longer compatible (another long story). The problems I had to get the phone up and running, including a 2 hr phone call to EE is too long to go into here. EE have now offered me £37.44 compensation = £9.36 per day = 4 days with no internet connection!! This despite yet another long call to EE. Can’t say how many hours I’ve spent on phone and several visits to EE shop but I roughly make it almost 3 days. Not going into the lack of communication there is between EE and them.
There’s a huge amount of misinformation passed between EE and Open Reach, sad lack of customer care, apart from maybe 2 of the ‘Guides’ - complete apathy.
Unfortunately by the time the problems have been resolved it’s too late to cancel my agreement. Rest assured I’ll be cancelling all dealings with EE just asap.

Mobile suddenly stopped working. I have children with special needs and it is crucial to have a phone. BT and EE now one and that is how I ended up with them.

At our ripe old age of 70+ it was a brilliant experience to talk to Tony Wood (human EE operative).
In a world of robotic customer service EE excelled via Tony by providing an operator who could discuss our concerns and offer options in a compassionate and comprehensive manner. He was genuinely concerned for our worries regarding costs & service, additionally offering to assist us in the future.
As a consequence of his help in resolving our worries we will continue with EE. Take note other service providers.

Utterly hopeless. Upgraded the package to include Sky Sports and it wasn’t switched on. The same thing happened when I last upgraded a year ago. Called to ask what happened and was kept on hold by a confused operator for 45 minutes. I hung up and still don’t have the upgrade. Since the merger with BT, the virus that is BT ineptitude has run riot within EE. Avoid these at all costs.

I had taken out contracts with EE. After my contracts ended, they continued charging me for two extra months without explanation or consent. I only realized when I checked my bank statements. Despite trying to contact EE, I received no refund for the extra charges.

By the third month, I stopped the direct debit through my bank to prevent further losses. In response, EE added a negative mark to my credit file, even though the charges were unjustified.

Very disappointed with their customer service and handling of my account. I would not recommend EE to anyone based on this experience.

Great price for my internet and phone! Customer service serves EE rather than the customer. 2 weeks on and i still don't have access to the internet and my phone is only working intermittently. I am connected but download time takes anything up to "go away and make a cup of tea" minutes, or not at all. Openreach have been twice and coming again in a couple of days - not holding out much hope. I appreciate that if that fixes it, it wont be EEs fault (although i understand my neighbours have been having problems too) - Even so dealing with EE has been a fiasco. On the first phonecall I was sold something which would help - on the 2nd phone call I was told such a device did not exist - (got my money back at least). I was phoning more or less every day for an update. Customer services were well trained to be polite and "helpful" but the left hand doesn't know what the right hand is doing and i was getting nowhere fast, and i felt it should be them ringing me to update me not me ringing them. At one point after a lengthy conversation with one agent, he went away and consulted another agent and after a long time came back and said he had explained the situation to them and they would help me. It took 5 seconds with that particular person before she said you are through to the wrong department, I can't help you. At several points I had no landline working for a couple of days. I was sent some form of temporary router/hub which worked a treat, but they wrote and told me to send it back by a certain date or they would charge me £85. ( I still wasn't on the net yet). They sent me a new hub/router whatever they are called with no result. Openreach came (can't remember what he said but I think he couldn't find anything wrong his end so I was still not getting a result). Meanwhile, I was being inundated with text messages from EE saying. i had bought something, it was on its way, it was nearly there, i had received it,,etc,etc. and more, but never any reporting on how the real issue was progressing. In the end i had to buy a mini hub thing myself which is seeing me thro and i might even just stick with it. Meanwhile phones still not working and I had to ring EE to sort the problem out. I can't afford a contract so i am PAYG (not with EE) and unless you have an EE phoneline you are charged at standard rate. I had topped up £30 a couple of days before, (£20 usually lasts me 4 months or more) but as this was EEs problem and i am a customer, I felt there should be a freephone of some sort. I rang them yet again and explained we might get cut off as I was on PAYG and was told not to worry she would ring me back if that was the case, Ofcourse we got cut off, £30 down the drain, and no ring back. It was up to me to get back in contact, but with no phone line and no credit. Openreach came again yesterday, thought he had fixed it but hadn't, so he decided it was my computer. I rang EE again today and they said Openreach had found a fault and they are coming out on Friday again? Nothing like being kept informed. So the saga goes on. I believe i was "connected" with EE on the 18th July, it is now 30th July and I have lost £30 in top up and £70 buying this mini hub thing. I rang this am to request an address to complain to in writing but was told it was not possible and he had logged my complaint. I asked for email confirmation of that and was told he couldnt do that.
On a side note, mean while, I received a letter from EE saying they had received a request to remove a content lock from a phone number registered to me. I have never had a phone with EE and do not recognise the number. i was told not to worry it had been cancelled. But how can I trust that after all that has happened? I asked for confirmation in writing and was told he couldn't do that but that it had been cancelled and all calls are recorded. I have also received a letter saying that EE have dealt with my complaint, it does not say what the complaint is i.e. which one? and am i satisfied? Simple answer No. I do not feel like a valued customer on any level. There is a reason they get 2 star reviews on trust pilot.

(This all may not be in the right order, I am currently house hunting or at least trying to and i am not of the "computer generation" so i am reasonably stressed already, but the basics are there.)

Overall the broadband service has been fine but the customer service is definitely mixed. I need to cancel the remaining few months of my contract as I am unexpectedly moving out of the country for circumstances beyond my control. The first agent I spoke to was great and seemed to empathize to find some flexibility. The second agent however was the complete opposite and showed zero empathy or willingness to help with other solutions. While I understand the contract in place, It is disappointing that the company has zero flexibility for their customers in working with them in situations like this.

Hands down the worst service I have received from any company. Stay well away from this company
Stay well away from this company. I have been with them for years. I attempted to upgrade my phone not once, but twice. The first order, placed online, I waited for, despite all upgrade payments being taken. Their system failed and the order was cancelled. I then tried again on the customer services line. Order taken and dpd attempted to deliver the next day, but I had received no prior communication about the date or time of delivery. They then sent the phone back to ee because I had not attempted to make contact with them. Unbelievable! I had no text, no email and no tracking number. How was I supposed to contact them. I did not even know that it was dpd who would be delivering. Now the order has been cancelled again. This company find it very difficult to perform even the most basic things. They do not know what is going on with their services, and do not seem to really care. My advice to the reader is to avoid this company at all cost. For something like a mobile phone, the service and delivery is supposed to be better than an everyday item. It is in fact significantly worse.

The BT EE tv box is absolutely s**t. The price is okay but it’s one of these…you get what you pay for…not much. When I’ve recorded some programs I couldn’t fast forward through the ads. I pay £5.99 a month for ad free on ITVX but when I record some programs I’m a prisoner to the dumb a**e ads. Sometimes it freezes and after going back and forth it takes me back to the beginning of the program, so i just delete the program I’ve recorded because life’s too short.

Moved provider and sent equipment back to EE. They constantly harassed me to pay £85 even though I sent them the signature of delivery. Fortunately I had cancelled my direct debit but it still took 3 months for them to credit my account after constant texts and emails that are no reply! Disgusting behaviour

Just got off the phone with Ali.
Conversation took 20 min, time which, this brilliant person sorted out my broadband account and my router.
No hard sell or speaking over and listening all along.
Polite considerate and so effective; 10-15 more people like you, and the whole EE/BT customer service will be sorted.
Thank you Ali

I Star is generous but 1/4 was not cited.
After 2 years;
Poor Reception
Hiked prices
Confused and varied phone chats between Billing & Engineers
Evidence of chats that I recorded in Showroom were contradictory
Stitched up by salespersons
Nobody accountable.
Told I was not under Contract
Then I was for another 10 months
Then I was not and could not cancel Bank.
From £26 to £42 over period.
SHARKS.
L D T. Birmingham.

Noticed a new direct debit set up on my bank account by EE (I've been with Vodafone for years and haven't even considered using EE) when contacting them, they told me the account holder's name is completely different from mine, but can't elaborate on any details as I'm not a customer. Tried to report this as fraud, they said do it through my bank they can't help. My bank's fraud department said it's EE's responsibility to check the account holder's name and bank details match and EE should in fact investigate further. After spending hours on the phone being on hold, getting passed from one department to the next, I was put on hold again for 20 minutes so the person from Newcastle I was talking to could speak with her supervisor when the call got disconnected. AVOID THIS COMPANY LIKE THE PLAGUE.

Just awful!
As a huge motorsport fan I pay to watch F1 and Indycar on the sports package. Over the last six months it has remained completely unreliable in recording anything. I have just been enjoying the most recent Indycar race and, exactly like the last time, it has cut recording with at least half an hour of the race to go, and it wasn't even the live race but a full hi-light programme. I can be watching an F1 practice session that I recorded and choose to finish watching it later in the day or the next morning however, when I go to the planner, it is no longer there. If I'm lucky it might reappear in a day or so.
Anybody considering moving to EETV, just don't!

I am disgusted with ee I have tv broadband and my phone also the wife's we are pensioner's so in the past we used to ring up and speak to an agent and they sort our roaming out but this year one agent was trying to change us 36 pounds per phone for roaming then another agent chaged us 30 pounds but we have to solve our phones out ourselfs shame on you ee you treat your pensioner's just like the government I will be going back to sky definitely

Switch 2 Pre Order was messed up. Pre ordered on the first day it was available where full payment was taken. By release date, the order just said delayed with no further details, not any contact to confirm this. When I called customer service, they couldn't give me any date for dispatch. Very disappointing, having held my money for over 2 months.

Would Give 0 starts if I could!
Have been with EE on the previous broadband contract so thought it would be alot less hassle to stay with them. That was untill they wrongly cancelled our previous broadband before the new start date so we have now been left with no Broadband for the next 2 weeks. Apparently they can do nothing about it which is absolutely appalling seeing as 2 people in the house work from home and rely on the broadband.

Ok price and connection.
Abyssal viewing experience when compared to virgin and sky. Can take 2-3 seconds when skipping through channels. Can't fast forward through ads on itv. If your recording a chanel then go to the channel you can't rewind, you have to go back to the recording stream. No screen showing all your recordings. If you're due to record 2 programmes, you're current programme is stopped. No 4k on sky.
I've had Sky and virgin, they are much of a much but both are good. EE is sub standard, really hard to live with. Customer service has been fine.

Poor customer service, poor management team , endless phone call , take me 3 day of the phone for sort out the issue and still unsolved . So decide to speak in store with a team member leader and customers support , he was not interested, dissatisfied I left with out a solution. Don’t sign any contract with EE full of empty promises . Really disappointed

Paying £90.00 a month. The mobile data is rubbish spoke to many people in the technical department over 6 months please avoid the company