1,612 Customer Reviews over 41 pages
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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
-
- Location
- West Wales
- Reviewing
- EE
- Date
- 2014-05-13
- Comments
-
Pathetic. The speed I get is 0.3Mbps. That is not enough to watch a youtube clip. The internet is virtually unusable in my house as a result. Worse than dial up speeds in 2014. This may be EEs or BTs fault. I have no idea. But after complaining for 2 years nothing has improved.
- Location
-
- Location
- Torpoint
- Reviewing
- EE
- Date
- 2013-07-07
- Comments
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My issue with EE is the very poor service when dealing with a telephone landline fault. The relationship between EE and BT appears to be very unreliable as it took over 2 weeks to resolve a straightforward defect. All evidence of the fault pointed to the exchange but this was not tackled until 2 home visits and persistent pleading from me to the 150 help desk.
- Location
-
- Location
- Haverfordwest, Wales
- Reviewing
- EE
- Date
- 2015-10-04
- Comments
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Absolutely poor, customer service is poor, they claim thier tests always show excellent results.
They apparently changed the router channels several times to increase my speed but still the same.
Files take forever to download, WiFi signal in my house which is small is poor and drops out, also have the TV aswel, can't even watch Netflix or YouTube without the good old buffering thing popping up.
Complained via phone, complained via email and letter an no response, my advice, pay extra and go with someone decent, I was with BT paid £10 extra a month but I was hitting 70mb download everyday near enough regardless of what time of the day it was, i'll be very surprised if this review posts quick.
- Location
-
- Location
- South East U.K.
- Reviewing
- EE
- Date
- 2014-10-20
- Comments
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I had a phone contract with T. Mobile. This year in May, EE got in on the act and started sending me bills. My contract was a standing order, monthly. I have no idea what the bills were for, they were outside the contract. 150 told me they could do nothing for me, that, in fact they were giving me a discount (by sending me extra bills???). I thanked them and told them....no thanks....I am bound by a contract.
Since the contract has ended, and I have actually been freed from their awful service, I am now receiving even larger bills.
I am waiting to see what they say. I have emailed customer service. They are time wasters who generate bills to send to their customers. Beware !
- Location
-
- Location
- Edinburgh
- Reviewing
- EE
- Date
- 2016-05-20
- Comments
-
I have been with EE for one month, coming from their parent company of BT. I was under the impression that the type of service would be exactly the same because BT own EE but in my time I have, had nothing but issues. EE are a complete tripe of an internet provider. The connection is so terribly slow, it's almost like you've travelled back to the bad old days on 64k dial up. Of course that's assuming you can get connected in the first place and there isn't a DNS error; which nine times out of ten there will be.
Imagine spending an hour trying to check your email. Very frustrating and that's EE in a nut shell. Everything is frustrating. Their customer helpline is anything but, their staff are ill equip and, I suspect, poorly trained to deal with any serious issue more complex than "have you tried turning the modem off and on again?" Or my personal favourite "have you connected to the right network?" Their staff are also quite partial at lying, telling the customer what they would like to hear just to pacify them. Expect empty promises of "our technician will sort the issue" to "we will credit your account the value of X as a form of compensation" something which according to the guys in the EE store, the technicians aren't allowed to make.
In the space of a month, we've had 2 replacement modems and a wireless network extender from EE in an attempt to sort this but you can only polish something so much before you realise it's a....well you get the jist. The best piece of advice I can give you is to simply stay away. I'll be getting out of this contract ASAP.
- Location
-
- Location
- Hayes
- Reviewing
- EE
- Date
- 2016-06-29
- Comments
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Totally waste of time and money and your health, They will never listen to you positively, Very bad in all aspects, Just veer away from them.
- Location
-
- Location
- Norfolk
- Reviewing
- EE
- Date
- 2017-04-27
- Comments
-
After placing an order for home phone and broadband 1 month ago, nothing apart from 2 lost days (taken as holiday) no communication from EE,and when I contacted them all they did was blame BT and said it was not worth complaining as nothing would happen. Terrible Terrible service from EE
- Location
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- Location
- Cardiff
- Reviewing
- EE
- Date
- 2016-01-13
- Comments
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I had been having Standard broadband with EE for a while and had been pleading with them to upgrade my service to Fibre for well over 6 Months. I finally got tired of them with the low standard broadband speeds in the low range as they were not going to upgrade the area to Fibre connections anytime soon. While Virgin Media was serving our neighbourhood with the top speed Fibre Connection. I had no choice but to switch to Virgin Media and I am now enjoying top of the line Fibre Broadband speeds from Virgin. But when i switched Provider's over, EE is now claiming a big disconnect fee from me ! Firstly EE was UNABLE to provide me with the Fibre Service and hence I had to switch providers and I have a justified TECHNICAL reason for switching over. So how can EE still demand disconnect and outstanding on contract fees !! This is Daylight Robbery from EE !
- Location
-
- Location
- Stamford
- Reviewing
- EE
- Date
- 2015-12-22
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2019-09-18
- Comments
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Compared to BT, I am so glad I switched. When my BT renewal came up, BT was so unhelpful, would not move on price and would only offer 18 months rather than a 1 year contract I was on. I asked the BT adviser what the early termination would be and she said it was another department and could not say, and would only know how much if and when I ended the contract. This was just stupid, she could not tell me the T&Cs she is asking me to sign... terrible. Most ask for about 40-50% of the full contract, so no wonder they are all pushing people to longer term contracts.
Decided I needed to change even though it is a monopoly all back by BT OpenReach's infrastructure , and BT own several of the other providers anyhow.
Called EE and they have been nothing but helpful and honest. Said they have been improving their call centres to keep & win customers, since you need to differentiate when the product is the same, and it shows. The speed is a bit lower (55Mb) than my BT connection (70Mb) but had a long chat with them and believe it will be resolved once line settles down (been just 2 days). The other provided will need to up their game and focus on customer service, EE's is very good so far and not dodge my many questions.
- Location
-
- Location
- United Kingdom
- Reviewing
- EE
- Date
- 2014-12-06
- Comments
-
Just moved to Plusnet with no problems whatsoever. Broadband transferred a few days ago with phone to follow soon. Now EE have sent an email "We have closed your second line service as requested however you can continue to enjoy EE broadband as usual.Best Regards
EE Broadband Team" Erm how can I continue to enjoy their broadband when I don't have it! Very confused.
- Location
-
- Location
- devon
- Reviewing
- EE
- Date
- 2015-02-15
- Location
-
- Location
- Cumbernauld
- Reviewing
- EE
- Date
- 2014-04-12
- Comments
-
DO NOT TOUCH. Supposed to connect with them on 4/3/14, phone connected but no Broadband. Every time I called customer service I was told lies and told to call back in 48 hours and we'll definitely have an answer for you. Eventually I was told I would be connected in less than the 13 days it normally takes because of the problems I've had then they sent me a text to say id be connected on the 1/4/14, this was in 18 days time, not less than the 13 they said. I cancelled and im now waiting on a new supplier. Thanks to EE I've had no broadband since the 4/3/14 and I now need to get a new home phone number too since they've messed that up too. Please don't go anywhere near them.
- Location
-
- Location
- Clydebank
- Reviewing
- EE
- Date
- 2023-02-20
- Comments
-
Constant buffering and pausing
Trying to watch anything on TV is a total nightmare, changing provider, do not use EE, only thankful I don't work from home
- Location
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- Location
- Colne
- Reviewing
- EE
- Date
- 2015-03-21
- Comments
-
Horrible customer service twice time just switch off my phone. Very unhelpful not renew contract again.
- Location
-
- Location
- Hampshire
- Reviewing
- EE
- Date
- 2014-12-22
- Comments
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Absolutely hopeless customer service. I'm currently waiting for 24 minutes on hold waiting for so-called Customer Service to get back to me. I've been waiting over a month for connection, and still no news. AVOID.
- Location
-
- Location
- Essex
- Reviewing
- EE
- Date
- 2015-09-18
- Comments
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I took a contract out on 13.08.15 with EE for broadband, home phone and EETV.
Today it is 18.09.15 and I still have no broadband, phone or EETV. I was told I would have wifi today, and this morning I received a text to say it will be switched on at 23.59! I am also supposed to have EETV..... No one has contacted me still about even delivering the box to me!!! I signed up for this 5 weeks ago and I still don't have it. I have written to cancel and will be calling around in my lunch break to find someone better than these cowboys!!!
- Location
-
- Location
- Gloucester
- Reviewing
- EE
- Date
- 2014-06-27
- Comments
-
Useless ,unreliable,you cant recommend it even to your enemy.internet keep on stopping,"not so" brightbox is faulty,they send me new one and still internet keep on stopping.Nevet ,ever get an EE broadband,ithere is nothing good in it.
- Location
-
- Location
- Lymington Hants
- Reviewing
- EE
- Date
- 2014-05-15
- Comments
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Stunned. 37/10 as it said on the tin. Consistent, good even at 8pm, the version 2 router is really good with great gift range. Massively better than BT at 8 or less for same price.
- Location
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- Location
- Cowdenbeath
- Reviewing
- EE
- Date
- 2017-09-14
- Comments
-
Often using phone access 4g.
- Location
-
- Location
- Bala
- Reviewing
- EE
- Date
- 2018-07-01
- Comments
-
Trash broadband. Completely trash. Download speed is too slow to use. You get nowhere complaining to their service dept. Absolute complete total unbelievable trash broadband!
- Location
-
- Location
- Sheffield
- Reviewing
- EE
- Date
- 2016-05-08
- Comments
-
I have had EE broadband service for 9 months now. Since I joined I've experienced frequent disconnection and extremely slow internet connection. Customer service is not helpful as they make it seem as if it is your fault. I feel like I'm in 1999. I really cannot believe that Internet service can be this slow. I will not wait until my contract ends. I am switching! DO NOT PURCHASE EE's BROADBAND SERVICE!!!
- Location
-
- Location
- Fife
- Reviewing
- EE
- Date
- 2014-06-30
- Comments
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I have been very impressed by the product offered. The speed is above average compared to last provider. Customer service has been first class and I find it very difficult to find fault.
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2018-02-16
- Comments
-
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
-
- Location
- London
- Reviewing
- EE
- Date
- 2018-06-20
- Comments
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We bought an 18 month deal up front at the same speed as our previous broadband deal (~20MB), which is perfect for us as 2 people living in a small flat, only using the internet for streaming SD videos. The speed is abysmal since we switched, and regularly drops to below 1MB. EE have tried to fix this my playing around with our router settings remotely, but we really haven't been happy with the service at all! It just keeps happening, and we cant even load the speed test website sometimes, let alone watch videos! On top of this, they raised the charge by £2 a month a few months after we joined, when we thought we were getting a fixed price deal by paying for 18 months up front. Really disappointed!
- Location
-
- Location
- South Wales
- Reviewing
- EE
- Date
- 2018-08-29
- Comments
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I live in an area where high speed broadband is not available. I opted to use EE 4G broadband with an external antenna. Speed is good at around 20mbs (compared to 2mbs on landline. The biggest issue is that broadband is capped at between 50 and 200 gb depending on which package you purchase. I have 200gb which lasts 3 weeks leaving us without any internet for one week each month. we are not particularly heavy users although my three children do watch TV online. Customer service are great, they have on 2 occasions refreshed the broadband mid month but they cant keep doing that. I'm tied in to an 18 month contract which I regret taking out. The landline was slow but at least it was always available.
- Location
-
- Location
- Reviewing
- EE
- Date
- 2018-11-15
- Location
-
- Location
- Warrington, Cheshire
- Reviewing
- EE
- Date
- 2018-05-11
- Comments
-
Less than 2mb broadband download.... is not broadband and is not acceptable. But EE think it is just fine and charge for it. Their "Customer Service" people are so immune to criticism that they just cannot care less. So....absolutely dreadful Broadband combined with Non-existent customer care and mid contract price increases = the Worst Broadband Provider in the UK. DO NOT TOUCH WITH A BARGE POLE!!!!
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2015-02-10
- Comments
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One star may be too high for the service we have received. I have racked up phone bills for calling their support from my mobile when their services are down (frequently). We were offered an upgrade and the sales team kept saying our charges would go down - I asked her the catch and it turns out it included paying more than 50% of the annual cost upfront. Can't ever get hold of them (48 minutes on hold last night, only to be cut off by the operator when I finally got through). Overpriced, the service often doesn't work, and no notification when they put our charge up. I took over the contract when a former housemate moved out having not paid rent or bills for some time - EE even made it difficult for me to ring up and pay the money we owed them! Now 2 years on, they are still unable to put me as the main account holder, answer my questions or use my email address or tell me what the one on our account is. Basically, they are rude, unhelpful, and take no responsibility for the 'service' they provide.
- Location
-
- Location
- Redcar
- Reviewing
- EE
- Date
- 2017-03-26
- Comments
-
Wow!! I'm bowled over by the consist bad service I'm receiving, apart from the awful customer service (I am constantly promised agents will ring me back and they never do) I have had 4 engineers out to fix my Internet the 5th is on Tuesday. I am hoping that the supposed "customer care team" will finally resolve the issue,I've had money knocked off my Internet, phone and tablet and I'm still annoyed lol. What is the point in selling a service that clearly doesn't work?
- Location
-
- Location
- Fife
- Reviewing
- EE
- Date
- 2016-03-29
- Comments
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Had EE fibre broadband since March 15, was a nightmare getting connected and being past from pillar to post when speaking with customer services.
It was finally connected and it's soooo slow! Constantly cuts you off, you can't seem to have more than 1 person online at once or it just leaves you at a stand still. Not easy with a 13 year old who loves gaming!
We persevered this long and have now decided to change suppliers..
Can get much better service and connection elsewhere for the same price of not cheaper.
- Location
-
- Location
- Devon
- Reviewing
- EE
- Date
- 2015-02-02
- Comments
-
It has been nearly 3 weeks since activation. I am still experiencing internet drop-outs every day. I am unable to watch a movie on my PS4 (streaming) without it buffering at least 10 times!
The customer service is DIRE! Technical support is ALL based in India (or somewhere similar), 90% of the things they say will do.....they dont! They seem incapable of making sufficient notes about your call, and as I mentioned, do not action stuff they say they will e.g. a few times the agent has said they will credit my account with a free month, but subsequent phone calls revealed that the free month was NOT applied! despite (the 2nd time)my asking her to double check the credit had been applied.
Also, despite 4 calls about getting the eeTV (my reason for going to EE), they went back on their marketing blurb (eetv available to folks taking out broadband of at least 9.95 per month), and after TWO months i finally got bullied into changing my 31.70per month sub to 35.70 in order to get eeTV! I am locked into an 18mo contract.... :(
- Location
-
- Location
- Nottingham
- Reviewing
- EE
- Date
- 2018-08-17
- Comments
-
I've been with broadband for three weeks and have had bad connectivity and speed. However, the customer service has been great. EE have done everything they can to sort the problems out. They have responded very quickly to any calls I've made and engineers have been sent out the next day. The line was checked twice and no faults found so they are now sending out a new router AND they are reimbursing me for loss of service. Although there have been issues with my broadband, the customer service makes up for that. I previously had my broadband with Virgin Media - not only did it cost a fortune but the connectivity was also poor at times and their customer service not very good at all. I am therefore happy with EE overall and would recommend them to others.
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2017-06-22
- Comments
-
worst broadband service ever, would advise everyone stay clear of this useless service, a hot spot from 3g internet on ur phone would be more reliable then their wireless service
- Location
-
- Location
- Bracknell
- Reviewing
- EE
- Date
- 2017-09-08
- Comments
-
Michael in Tyneside North call centre was absolutely fantastic today.
EE have been superb since we changed over to them.
Highly recommended
- Location
-
- Location
- Monmouth
- Reviewing
- EE
- Date
- 2015-11-28
- Comments
-
My review is a positive one.
I left BT due to their increase in prices for the package I had. EE were offering £1 a month for unlimited broadband and if I paid my line rental in advance I would receive a discount. Including delivery for the Brightbox I have paid £183 for a years line rental and broadband. EE also paid my BT cancellation charge. The deal also included a £120 Amazon voucher which I have received.
I contacted customer services to check that my number would be ex directory and withheld when I made calls, my call was answered immediately and dealt with promptly.
I signed up in October, the Bright box arrived within days and I was connected on the day EE informed me I would be. Set up was easy and I was connected straight away. The speed is fine and hasn't dropped out at all.
Perhaps I'm one of the lucky ones as everything is going well and I cant knock EE.
- Location
-
- Location
- North Notts
- Reviewing
- EE
- Date
- 2018-01-10
- Comments
-
Be warned.
I had to break my contract after halfway of a 12 month term, as there was no way I could take it with me for a house move as was having 3months away. They quite happily charged me £200.00 and were really horrible when I tried to argue it. So if they want my future custom, I wouldn't touch them with a barge pole.
They could have offered to give me a 3 month postponement but No....they were adamant.
Do not expect good customer service as far as the contract for broadband and home phone is concerned.
- Location
-
- Location
- Greater Manchester
- Reviewing
- EE
- Date
- 2019-04-24
- Comments
-
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
-
- Location
- edinburgh
- Reviewing
- EE
- Date
- 2016-03-30
- Comments
-
By far the worst company I have ever dealt with. Customer service is criminal, and they have cost me enormous amounts. Avoid at all costs.
- 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.