“Very disappointed with EE after completing my 24-month contract
I had a 24-month EE subsidy contract for an iPhone 15 Pro Max. My minimum term ended on 16 July 2026, but my plan continued at £76 per month.
I contacted EE because I couldn’t understand why the monthly price did not reduce after completing the 24-month minimum term. EE’s Executive Complaints Team explained in its final written response that this was a “subsidy plan”, where the handset and mobile service were supplied under a combined monthly charge, and that EE therefore could not identify or refund a separate handset element after the minimum term ended.
EE also confirmed that it sent an end-of-contract notification by SMS on 6 July 2026. The message said my contract would end on 16 July and that if I did nothing, I could remain on the existing plan at £76. I personally did not notice this SMS at the time. I would have appreciated a clearer notification by email or another method for something financially important like this.
I escalated the matter from customer service to EE Executive Complaints. I was initially offered £20 goodwill, which I declined, and Executive Complaints subsequently offered £30. EE refused my request for reimbursement and issued its final response, giving me the option of taking the case to the Communications Ombudsman.
I eventually accepted the £30 because I decided that spending more of my time pursuing the dispute was not worthwhile. Accepting it does not mean I am satisfied with what happened.
My main reason for writing this review is to make other customers aware: when your EE minimum term is approaching its end, don’t assume your monthly payment will automatically decrease because you’ve had the handset for the full contract period. Check your end date yourself and ask EE about SIM-only or other options before the minimum term expires.
I have retained the original contract documentation, EE’s end-of-contract SMS and EE’s written final complaint response supporting the facts stated in this review.
I believe EE could make this much clearer to customers, particularly where an expensive handset was originally supplied as part of a subsidy contract.”
“EE lost a £400/month customer over £120..
I pay EE almost £400 a month for three phones, broadband and insurance.
I lost a phone, immediately reported and blocked it, then paid the £120 insurance excess. EE sent me a used replacement which overheats badly during basic use like watching videos. I later discovered a tiny chip on the bottom after removing the case.
Instead of properly dealing with the overheating replacement they supplied, EE wants another £120 excess because I didn't report the tiny chip sooner. Ee agents were only chasing the 120£ excess fee nothing else in their minds and they didnt care about the overheating issu3 but they cared a lot about the tiny chip wich as they said is the reason that I should pay the 120£ fee they didnt care at all about the overheating b3cause so are their rules !!!
Even worse, my account had shown a £0 upgrade fee for a long time, and EE had previously offered to upgrade me. The day after making this new insurance claim, it suddenly changed from £0 to £600. EE still needs to explain why.
I've also been promised callbacks that never happened.
I'll pay the £120 because I need a working phone, but EE has lost me as a customer. As my contracts finish, I'll move all my phones and broadband elsewhere.
Chasing £120 from a customer paying nearly £400 every month is incredibly short-sighted. Customer loyalty clearly means very little to EE.”
“Dealing with EE to get my 88-year old mother’s BT landline number transferred to her new EE Digital Voice phone has been absolutely horrendous. She has now been without her regular telephone number for over a month, despite being repeatedly assured that it would be restored. This has caused her an immense amount of stress. She has had important medical matters to deal with, including cataract surgery. Some of her friends who had been trying to call her thought she had died!
EE gave her a temporary number, but because they kept promising that her regular number would be restored soon, she did not want to give it to everyone, only to have to contact them all again and tell them to stop using it. Instead, she has spent weeks in limbo, never knowing when—or even whether—her number will actually be transferred.
The prolonged disruption, repeated promises, and continued lack of resolution have turned what should have been a straightforward transfer into an absolute nightmare. My clear warning to anyone considering switching from BT to EE for a digital fibre connection in order to keep an existing landline number is this: do not do it unless you are prepared to risk losing that number. There is no continuity between the two companies. EE lost my mother’s BT number and over a month later, still have not managed to restore it.”
“Extremely disappointed with EE. While on contract, I was charged £451 for international call charges that never showed up in real-time on the app — no warning, no alert, nothing. It was a complete bill shock. Because I was locked into the contract, I had no choice but to pay. I took it to the Ombudsman, but the decision went in EE's favor purely based on the terms and conditions, not on the fact that the charges were invisible to me until it was too late. If you're considering EE, be aware that their app doesn't reliably show real-time charges, and once you're in a contract you have very limited recourse even when something like this happens. I'd strongly recommend looking at other providers — I've since found much better value and transparency with Lyca. once the contract ends up i will go to Lyca as per my experience with them.”
“Been with BT/EE for over 15 yrs, always paid on time VIA DD, renewed my broadband with them in June whomever set this up cancels my DD and switches us to pay via cash ir cheque and this was confirmed by one if their call handlers Robert, which they then fail to take payment and put me in arrears, despite contacting customer service on 12/08/2026 and again today 1808/2026 they cut us off yet fail to follow up my complaint and was told someone from complaints will call me within a day which never happened, now they have the bare face cheek to disconnect my services although I've pd the bill as discussed with CS this morning, I work from home and have a son that is Special needs with Autism, ADHD and learning difficulties, they then try to claim I cancelled DD but yet only letters I've had is threatening ones about overdue amount which should never be overdue, nothing about cancellation of DD? So I've made. A further complaint and believe me £20 compensation is not going to cut it!! No consideration for all the times we made pymt on time, all the yrs of loyal service clearly not valued, no call ti resolve nothing, utter disgrace when contract ends in May Bye Bye EE Mobile, and when BB ends will move that too dismal CS and although pd have to wait 24 hrs to be reconnected”
“Overpaid bills, no help there... They don't wanna know
I understand those reviews based more on expierence with simple things, but when you have a problem with overpaid bills its hard work, they offering you free 30 days sport trial or £20 good gesture, sounds like a joke when they ripped me off nearly £900 for their misleading contracts and salesmen who sold it.....i suppose all those big companies don't care about anything else apart from making profit whatever way they can... Customer care don't exist when there is big problem. If anyone wanting to know more you welcome to get in touch, im happy to share”
“Liars! Everytime I call as the WiFi keeps dropping its excuse after another. Keep telling me to press the reset button but it’s now broken and called you at 7.40 and because you knew you couldn’t fix it told us that you d reset your need and to give it 20 mins knowing you’d be closed. You know we can’t complain about the guy in the phone aswell as no surnames given and no trace of the call. You’re useless and you’re liars. Called two days ago and the girl hung up on us aswell. Haven’t had one day in 2 years that the service hasn’t dropped at least 5 times”
“****AVOID AVOID **** unlawful practices they don’t honour the 14 day cooling off period naughty naughty ee this is illegal rude call staff shout out to Jason he’s in need of some training doesn’t know law can is incapable of doing anything gets quite aggy too don’t bother giving me a number to ring after all which number do think I rang originally don’t try and make out you’ll solve my issue you won’t don’t worry I’m spreading the word that you operate illegally friends family work colleagues random people in mobile phone shops”
“By far the worst broadband company on the market and these feedback seem genuine here!
I was happy with BT but somehow got transferred to EE and thinking I'll give them a try. All fine and dandy within the first period where you can cancel if having any problems which I didn't but once this period was over the broadband kept dropping and speed was ultra slow. Customer service is poor and all I get told is to restart modem... Very helpful..not! Now counting down the days till I can switch providers!”
“I had a very unpleasant experience at this store in East Ham. The store manager, Nuwi, was extremely rude and unprofessional during our interaction. Instead of addressing my concerns respectfully, he spoke to me in an insulting manner, accused me of lying, and made me feel unwelcome as a customer.
I understand that disagreements can happen, but there is no excuse for speaking to customers with disrespect. I left feeling upset and disappointed by the way I was treated. I hope the store management reviews this matter and ensures customers are treated with courtesy and professionalism in the future.”
“Joined EE broadband because onestream failed to connect me on the 3rd day as promised. Onestream sent me invoice for exit fees for £278.00 which I paid as EE bragg they pay up to £300.00 in exit fees..When I sent them a copy of this receipt they refused to accept it as it doesnt say final bill. How can you have a bill if your only with the company onestream for three days.I think Ee are looking for clauses not to pay. What do you think I enclose picture of the receipt be warned before joining EE broadband..”
“Absolutely rubbish.
Extremely poor full fibre, always patchy, speeds up and down all the time. Always being told I need to reset the box.
Customer service is less than useless. No help at all just quote there rules to you all the time.
Mobile phone internet is just as bad, if you’re not sitting under a 5g mast your internet is shockingly slow and always buffering when watching reels or videos.
Roll on end of contract time. I am off from this very poor company!!!”
“Long story but ill keep it short. Bought a phone and new contract. Along with an upgrade from the ee store in trafford. Was offered a smart watch for a quid a month. Some sort of promotion. Which i took. No brainer right? Any found out a few months later they have been charging me 20 poumds a month. They will not accept that this has happened. So i will be taking my business elsewhere. Daylight robbery.”
“Shocking and unacceptable lack of customer service.
My dad has dementia. The only thing that he still enjoys whether he's having a good day or a bad day is watching sport. Especially the football. As a result of this, he pays for the full sports package AND high speed broadband to allow him to watch his tv at his assisted living facility.
It's now been OVER A MONTH since my dad has been able to use his internet and television. After the initial phone call to EE that was made OVER A MONTH ago we were told that an engineer would be with us in 3 days. They never materialized, and since then we have been lied to multiple times by multiple staff members, who seem to be desperate to end the phone call rather than spend the time required to actually solve the issue. Despite being told on MULTIPLE TIMES that an engineer would be with us on set dates, no engineer has EVER been dispatched. Subsequent phone calls reveal that no engineer was ever booked, despite being told on multiple occasions that one was booked. Despite zero service, EE still took the latest bill via direct debit.
Today I've been told they need 5 more days to solve the issue. This means my dad has missed the final month of the football season along with all the other sports he pays a high premium to be able to access, and there is still no end in site for EE to actually resolve this problem.
I am appalled. I could never in good conscience recommend anyone signing up for EE. Their inability to solve issues is entirely unacceptable.”
“You will get randos cold calling you repeatedly trying to force you into a contract. I got put on a contract against my will, I told the agent I was on the school run and couldn't hear and have communication disabilities, they refused to cancel the contract. Once on the contract you're stuck using their appallingly bad website and top up service, half the time it doesn't work and you're left with no working phone. I will never use them again and may just snap my SIM card and take the hit to my credit rather than deal with them anymore honestly.”
“I do not recommend, the internet does not meet the speed of the contract and drops 12 times a day. I am tired of all the complaints I have made and after the engineer's visit nothing has changed. I checked if they are upgrading to fiber optic and the price for me as an existing customer is higher than for a new customer instead of if they are offering some discounts. I do not recommend this provider”
““Absolutely the worst network I’ve experienced. Misleading paid reviews give a false impression and lure customers into contracts. The service quality is extremely poor, with frequent data drops. Not even worth one star. Very disappointing. “I am writing this to warn others about the absolute nightmare I’ve had dealing with this company’s broadband services. Their internal systems are a shambles, and their customer service is even worse.”
“Absolutely the worst network I’ve experienced. Misleading paid reviews give a false impression and lure customers into contracts. The service quality is extremely poor, with frequent data drops. Not even worth one star. Very disappointing.”
