1,612 Customer Reviews over 41 pages
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- Location
- Wooler
- Reviewing
- EE
- Date
- 2018-07-12
- Comments
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If you have a problem with EE broadband speed, particularly upload, replace the terrible bright box 1 router. I started using the technicolor I got from SSE 3 years ago and the problem with unusable slow upload has disappeared. I feel sorry for the people working on the customer service line. They can't say that the supplied router is rubbish and you need to use something else to get reasonable service.
- Location
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- Location
- Hailsham
- Reviewing
- EE
- Date
- 2020-07-17
- Comments
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Not the best as I have never recieved the speed I am paying for. Been told it will be looked into but as of late nothing has changed.
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2018-04-10
- Comments
-
Careful if placing an order online...
Previously on BT standard broadband - switched to EE fibre service. The website states 'no need to contact your existing supplier to cancel your existing service - we do this for you...'
When placing the order on their website, it was made clear that our existing BT line could not be maintained, and it wasn't possible to proceed with the order unless a new line was ordered - costing an extra £30 for installation. As the property is old (with old wiring) we took EE's instruction as genuine and didn't question the validity of this. The installation went smoothly, and the service seems up to scratch, however it soon became clear that the existing BT line had not been cancelled, and was still live. On contacting BT, they couldn't understand why the existing line had not simply been transferred to the new provider. It would seem that EE knowingly mis-sold a new landline to us unnecessarily, and their promise that they would take care of any switch-over from existing supplier was not truthful in this case. I don't know how such a high profile company can get away with this deliberate mis-selling.
- Location
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- Location
- Greater Manchester
- Reviewing
- EE
- Date
- 2019-04-24
- Comments
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Initially my contact was for a complaint relating to one of their authorised online sellers called Metrophone. When I tried contacting them their telephone number was not in use, so I tried cancelling the purchase. Eventually I was in contact with a guy called Daniel in the exec team at EE, and credit where it is due, he was brilliant. I was so impressed I decided to take out my broadband with them, but I told him I had read some bad reviews about waiting time for equipment and connection. He sent me a mobile Internet device with data FREE of charge for the interim peroid. Four months later, Daniel had left the business and EE have used the direct debit set up for my mobile phone and taken £45 for the FREE device (my mobile phone contract was £14 per month)! I struggled to get my money back and I am now in deadlock. The exec team have passed me from pillar to post! One of the team actually made threats towards me, suggesting that if I don't agree to their resolution suggestions, they will revoke the resolution deal from the original complaint back in December! Absolutely appalled at the handling of THEIR mistake! Be warned .... they cannot be trusted with access to your bank account! The bank did get the £45 back, but I would not pay anything by direct debit to this company ever again!
- Location
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- Location
- Accrington
- Reviewing
- EE
- Date
- 2022-10-03
- Comments
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Expensive and overpriced from the start, £64 for 50gb a month mobile broadband. Device they supplied failed within a year. They accused me of having got it from a third part, and then admitted device they supplied wasn't properly supported by their network. Mis-sold, lied to, and then falsely accused. Disgusting service, and will never use them again
- Location
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- Location
- Cheadle, SK8
- Reviewing
- EE
- Date
- 2015-09-28
- Comments
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Broadband speed and reliability are very erratic. Last time it got bad and eventually went off and after much arguing I got a new router from them. Not had it 6 months yet, but having same problems
- Location
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- Location
- cumbria
- Reviewing
- EE
- Date
- 2017-09-22
- Comments
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I have been with EE for 6 months after switching from BT.Conection cut off every night between 6 and 8 pm. Customer support polite and helpful but not able to solve problem so far.I suspect BT are responsible as they control the line.
- Location
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- Location
- North devon
- Reviewing
- EE
- Date
- 2015-03-02
- Comments
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AWFUL!!!!! Had broadband installed into a holiday home that was to be let out. We live three hours away from property so couldn't pop back easy. Took three months to receive router as they had wrong address yet everytime I called they would say they had the right address till the 5th call they told me oh we haven't got the right address here. Then it wouldn't work. Calling them is a nightmare! Customer service useless, have had the phone out down on me multiple times after waiting half an hour to get through!!! Then after we finally get our router... Get it working... We get a letter saying you want to cancel please send router back. Call ee, first time got through lady asked what my name was and said your not the account holder (I'm the joint account holder) and she just put the phone down on me!! Got through again after 15 mins and they said there was no evidence to why we was sent the letter. And whilst he was looking up our details I could hear other people in office saying stuff like "you should hear this dick head... Wants money back ha ha ha" I'm pretty appalled by their attitude! Now we are just waiting for the Internet to get cut and dreading having to call them again. Worst company I've ever come across. Ever.
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2018-02-16
- Comments
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Our download speed is 3Mb/s and upload is just over 1Mb/s. We contacted Customer Service and they asked us to pay in order to increase our speed.
- Location
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- Location
- High Wycombe
- Reviewing
- EE
- Date
- 2014-08-29
- Comments
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Sooo wish I didn't go to EE. Is it fast ? yes however 2 massive issues. You cannot download any torrents whatsoever as they have taken it on themselves to block them !! Another massive issue is I occasionally work form home and have a personal email address @mycompnay name - thing is I cannot send emails as you have to enter different outgoing mail server settings which is a opsin in the a!$ as I have to change when I get home, then change again back in the office. If I could get out of the contract they so clever tie you in with I would have stayed with SKY as they do not determine what websites you can or cannot download form and I didn't have to change my mail server settings. When I called them and asked why I cannot download torrents he said they follow some "guideline". Funny how Google do not do this and allow you to use the internet how you wish ! Pointless having 38 mb broadband as I cannot use it !!
- Location
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- Location
- Bullfrog
- Reviewing
- EE
- Date
- 2015-01-19
- Comments
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EE Broadband is fine until there is problem. The overseas call centre are the rudest, most inept bunch of people I have ever come across. I was given different stories each time as to why my landline and broadband were down, spoken to rudely, dropped calls when questions I asked weren't on the script and people who say they'll call back and then don't.
You get what you pay for and even though BT was a lot more expensive, if you had a problem it was sorted out promptly and politely.
If you can't provide adequate service then you shouldn't be selling broadband.
- Location
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- Location
- Choose One...
- Reviewing
- EE
- Date
- 2018-11-16
- Comments
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they overcharge me after I finished to pay my phone, they force me to declare that I was leaving the service because I wanted an inferior services, that I could not complaing beacuase I signed the contract, I did it in the shop in a hurry, as did not had the change to read the whole thing. let alone to understand it, they took advantage of me, never going back to EE, not matter what.
- Location
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- Location
- Nottingham
- Reviewing
- EE
- Date
- 2016-10-04
- Comments
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I moved houses and my new address came with a broadband provided in my rent. As a result I called to cancel my EE broadband contract. I was told I need to give 2 weeks notice so I will be charged for a week of August as I called them too late. Instead I got charged for a whole month of August. I called and was told I will get a refund. First day of September I called to check whether the refund is going to be in my account soon. I was told it will be once, the new bill is produced. Instead, I was also billed for another month , I called again, I was advised to cancel my direct debit to avoid being charged. We are in October and I just received a bill for October and being told I need to pay a late payment fee as well due to cancelling my direct debit and failing to pay for September. I called them the fifth time today and was told my refund won't be happening until December. It's a joke if you ask me. Wouldn't recommend.
- Location
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- Location
- Chelmsford
- Reviewing
- EE
- Date
- 2023-12-10
- Comments
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I am an o2 customer and an ee. O2 are very good at answering phones and the wait in shops is very quick. EE on the other are so under staffed it's unbelievable. I've only been with them a short while and can't wait for the contract to end. They never sent a sim with my mobile broadband and after sitting in the shop for over an hour I had to leave. No-one seemed to know what they were doing.
- Location
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- Location
- Southampton
- Reviewing
- EE
- Date
- 2016-04-12
- Comments
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We switched from sky to EE, our biggest mistake in our life. They said we will have better speed, we have slowest speed so far and broadband stops working all the time. when we complained , they said if there is problem in your home , you will have to pay for cost towards fault!!! Still broadband connection dropping off continuously!!!
Would not recommend EE ever.
- Location
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- Location
- Somerset
- Reviewing
- EE
- Date
- 2015-01-03
- Comments
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Appalling: rang them to move house and was told that all was fine. Rang again after the day broadband was due to be set up and was told that I had no account with EE (despite having used them for some time previously), eventually found out that they had messed up the transfer and that they would have to start again (broadband would now be set up on jan 2, we moved on Dec 16, I initially rang on Dec 7). Then rang today and they have no record of my last conversation and the broadband order has not been set up. So we are starting again, and apparently will now be expedited... broadband now set to arrive on Jan 6. If not I will leave as they will have to waive the cancellation fee (only possible if they have taken more than 30 days to process the order - a length of time that speaks volumes for their own confidence in their abilities to work to a deadline).
Annoying since prior to this we had no issues (hence the speed and reliability scores).
- Location
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- Location
- newport
- Reviewing
- EE
- Date
- 2015-02-13
- Comments
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Internet is too slow! Deeply regret moving to EE.
- Location
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- Location
- Porchester
- Reviewing
- EE
- Date
- 2018-12-29
- Comments
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Extremely variable speed and serious dropoff when away from router in house
- Location
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- Location
- Leigh
- Reviewing
- EE
- Date
- 2016-07-08
- Comments
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I would not recommend EE. It took us almost 2 months to go live after being told it would only take 14 days. Kept being told different things after filing complaints in the end we got credited for the first 2 months after that we kept getting told our bill was outstanding when we was told we didn't have to pay for them because of the problems we were having. Then they just cut us off and closes out account without any formal notice! I couldn't even check my bills online their site it very confusing and customer service isn't all that great. I have moved to Virgin today.
- Location
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- Location
- Riding mill
- Reviewing
- EE
- Date
- 2018-10-02
- Comments
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Completely useless. Loads of nonsense apps of no meaning or value. Slow response, ugly control box and cheap looking remote. Really clunky awful low resolution menu display. God knows how to get the free champions League football I was promised in the shop. My patience may not stretch to trying to contact someone about my dissatisfaction
- Location
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- Location
- South Yorkshire
- Reviewing
- EE
- Date
- 2015-03-03
- Comments
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Good as long as their is only one user, any more and it completely flops and is very frustrating. They also block P2P connections most of the time.
My friend has virign and it seems flawless where as EE seems more like minor broadband upgrade.
Would strongly recommend against getting EE even if it is a little cheaper, not worth any savings.
- Location
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- Location
- Sheffield
- Reviewing
- EE
- Date
- 2013-07-15
- Comments
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Rubbish with choking at peak times..cant even listen/watch youtube without constant buzzing due to streaming restrictions,ie slowing speeds due to 'traffic management'at peak times !
Sorry,but avoid if you use torrent/streaming sites !
- Location
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- Location
- United Kingdom
- Reviewing
- EE
- Date
- 2015-01-27
- Comments
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Where do i start?
Service activated but no TV box.
Rubbish website, always confusing the mobile with the BB account.
101 different login id's, none of which seem to work properly.
No customer service to speak of at 23:00 not even, a chat line.
Child protection settings - rubbish.
Switched from TalkTalk for better priced deal. Regrets!!!
- Location
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- Location
- Thetfod
- Reviewing
- EE
- Date
- 2013-12-18
- Comments
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Connection dropping. They could not solve since last week. I have not internet connection. I am thinking to move another supplier.
- Location
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- Location
- Kettering
- Reviewing
- EE
- Date
- 2017-09-13
- Comments
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This is the worst broadband I have used or in the UK. The speed is so slow and most times no connection. Customer service cannot do anything to help all they do is to keep on the phone for very long time and be transferring you from one department to another. I have used sky in the past before switching to ee. It was a mistake I've been regretting since I joined ee. I can't wait to finish this rubbish contract and run back to sky.
However, I have written a formal letter to ee that I will stop paying the bills if I don't get the value of what am paying for.... May we end up in the court.
EE broadband the worst you will ever ask for.
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2015-10-27
- Comments
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Avoid! Appalling costumer service.
- Location
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- Location
- Bedfordshire
- Reviewing
- EE
- Date
- 2017-12-20
- Comments
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EE customer service is just awful. In 2014, without notice, they shut down my broadband and phone account. It was Christmas Eve, which was nice of them! They claimed I had submitted documentation for a move to another ISP - documentation which they could never produce. It took six weeks and goodness knows how many mobile phone calls to get reconnected and, this also initiated a new contract so stuck with them for a while longer. In 2017 they shut down my Freeserve email account of over 20 years. Still feeling the effects of that seven months later: it's like moving house and you need to notify everyone who has ever written to you of your new address!! Anyway, the contract is up and I'm changing to a new ISP. Farewell EE and good riddance!
- Location
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- Location
- Swansea
- Reviewing
- EE
- Date
- 2016-05-28
- Comments
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Left sky broadband and thought would be great to have ee home broadband for a saving of about £7 a month and the thing that really was amazing is the 10gb mobile data added for free to my mobile phone account every month. I went for it this is what happened
1- ee didn't put a request to keep my landline number which I lost I HAD THAT LANDLINE NUMBER FOR 20 YEARS
2-broadband connects great up and running in no time.
3-wife and the family start to complain to me that the new broadband is showing full signal and not getting the Internet.
4-I tell them it can't be, it's there phones.
5-I phone ee and they are very helpfull changing the settings ect but nothing changes.
6-The internet is now rubbish on everything that connects to it i can't watch Netflix without it stopping every 2 seconds.
7-I am using my mobile as a hotspot for everyone to connect to in the house
8-I am so unhappy with the ee homebroadband i only hope that they are listening to the public and sort it out.
EE SORTOUT THE HOMEBROADBAND AND GIVE YOUR CUSTOMERS WHAT THEY ORDERED
- Location
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- Location
- Great Bardfield
- Reviewing
- EE
- Date
- 2016-01-15
- Comments
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have home broadband and phone package. Reliable though watching BBC Iplay can sometimes stall. Downside is its very expensive compared to other providers.
- Location
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- Location
- Northwich
- Reviewing
- EE
- Date
- 2017-05-10
- Comments
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Broadband wasnt connected 3 weeks after contract started. Phone and broadband didnt work at the same time. Overall bad service :(
- Location
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- Location
- Peterborough
- Reviewing
- EE
- Date
- 2015-09-30
- Comments
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Worst home broadband ever. Better don't even consider if you care internet speed. I wish I never sign one year contract - price was too intriguing, but now I am paying that with my patience and nerves.
- Location
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- Location
- Moray
- Reviewing
- EE
- Date
- 2017-09-07
- Comments
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Difficult to get clear information about packages from the website. bad customer service experience
- Location
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- Location
- Orpington
- Reviewing
- EE
- Date
- 2021-06-22
- Comments
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Ee as a company don't look after their customers as I have been with them nearly 14 years as it was orange before.Trying to cut off all my contracts with them as I got three mobiles contacts and one line rental plus the broadband.
- Location
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- Location
- UK
- Reviewing
- EE
- Date
- 2016-02-22
- Comments
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Orange webmail down again, considering EE supposed to be biggest & best there must be a good few people getting paid for nothing, joke reliability
- 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
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- Location
- Southampton
- Reviewing
- EE
- Date
- 2018-01-05
- Comments
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Nice connection when it works, customer service was nice, but I am getting a bubbling feeling of hate in my chest because of the sheer choppiness and unreliability of the connection. I'm trying to play online competitive games, and my ping goes from a decent 30-50ms to 3000ms at the drop of a hat. I can have a 3mb download speed the one second (rare, though - averages at around 1mb), and 50kb the next. Customer service did the best they could, but said that they can't help with ping because they don't look at or care about that.
So frustrated. As soon as my contract expires I'm choosing a new ISP. The annoyance of playing a close game and then being booted out because of your service provider is driving me through the roof.
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2018-04-08
- Comments
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I've been trying to transfer the ownership of my broadband contract for over 14 days, which seems to be an easy task for the customer service. Yet they are giving me each time an excuse not to do so. Additionally whenever I call them each employee gives me a complete different story why the ownership is not changed yet. Each time I call I have to give them the details of the new contract' owner (Name, Address and DOB) which seems they don't even put in the system. It's is for sure the worst experience I had with a customer service is the EE service. I wouldn't recommend EE to anyone.
- Location
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- Location
- Haringey
- Reviewing
- EE
- Date
- 2014-03-26
- Comments
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Can't actually speak for the broadband reliability and speed as we never got that far. After it was suggested that by joining EE we would benefit from easier broadband installation with less hassle I signed up,and was told my installation date would take 'around 10 working days'. I was not informed that the fibre broadband would take 17 instead, although I'm sure this is in the paperwork somewhere and it is probably my fault for not reading the small print, though it certainly indicated a lack of transparency from the salesperson (what should I expect?). As we received the router after only a week I rang up to enquire about whether our activation date could be pushed forward and I was told not, which was absolutely fine. HOWEVER I found out later that day that the person on the end of the line had actually deactivated and reactivated my order, meaning our activation date was pushed back by yet another week. As we have already had numerous problems getting internet for our new flat I cancelled the contract and signed up with a new provider.
I appreciate that our experience may have been a one off. However there is zero advantage to signing up with EE in terms of the installation process, as you are liable to have to wait just as long or even longer for your activation date as you would if you were getting an engineer installation with any other company (and you are in the position of not having a person there to help if you run into problems with it). 2 stars rather than 1 to customer service as at the very least they didn't try too hard to talk me out of the cancellation.
- Location
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- Location
- Livingston
- Reviewing
- EE
- Date
- 2017-03-04
- Comments
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Watch when signing up for 18 mnths at £21. Twice i have had to phone them for overcharging and not willing to give overcharge back. Trying to tell me i signed up for 6 months so check your bills carefully.
- Location
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- Location
- Sudbury
- Reviewing
- EE
- Date
- 2024-02-05
- Comments
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Where do I start.Well if you are considering upgrading to fiber via EE don't.The promises do not match the service.Every time a fault is diagnosed a new contract fee is added.Solutions like "ehancers", +£10 did not work.
A raft of explanations to overcome objections to frozen screens no connection to wifi etc include: Pipes under the floor,too many doors, we never promised it would reach every device i.e. the garden shed where BT formally did.
As the late Terry Thomas observed "What a shower.."
- 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.
EE are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and EE.