“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 had a very disappointing experience with EE Finance regarding a Section 75 claim.
I returned an iPhone 17 Pro Max using their instructed courier (DPD), with proof of postage. Despite this, EE claims the box was received empty and refused my claim. They’ve relied on internal warehouse checks and courier confirmation, but have provided no meaningful evidence to show what actually happened after the parcel left my hands.
What’s particularly concerning is their claim that the device is still in use at my address, which is simply not true. No clear or verifiable proof has been shared to support this, yet it’s being used as a key reason to reject the claim.
As a customer, once you follow the retailer’s return process and hand the parcel to their courier, you expect a fair and balanced investigation if something goes wrong. Instead, the responsibility has been pushed entirely onto me, despite the lack of conclusive evidence.
This experience has seriously affected my trust in EE’s customer service and their handling of disputes. I would strongly advise others to be cautious and ensure they document every detail when returning high-value items.”
“Been EE customer for over 15 years after my previous mobile provider had transferred me to them ( to EE)
I use my phone very very rarely and at home with my own home broadband.
Now they have put my price 3 times higher and even saying if you are not happy LEAVE!!!!
As an old person I rely on my phone to get help on everything . Now I have no choice but to leave them. The staff at my local EE shop are not impressed when I asked them if there is any cheaper alternative... They frankly just say LEAVE
My EE phone number is with my Hospital treatment unit, my GP,Bank , utility services, chemist for my long term repeat prescription...
Ni nice you guys at EE”
“I switched to EE from another network where I consistently had a strong signal, and it turned out to be a costly mistake. The service is significantly more expensive, with prices increasing every year, even on a 2-year SIM-only contract.
When I contacted customer support to end my contract early due to dissatisfaction, I was told I would need to pay the full remaining balance of the contract just to leave. That’s extremely frustrating and feels unreasonable.
Overall, this has been a disappointing experience. I would strongly advise others to carefully review the terms before committing to an EE SIM-only contract.”
“Because EE has changed my contract twice in the past two years, I have now submitted a request to the team responsible for GDPR, asking them to provide information about how and under what conditions my phone contract was modified.
Instead of providing the information I requested, they sent me details about all my previous complaints against EE. I asked again for the original information, but they still avoided giving a clear answer.
I have the impression that the information is not being handled transparently and that there is a tendency to cover for each other rather than clearly explain what happened.
I am waiting for a response within 7 days. If I do not receive it, I will file a complaint with the Information Commissioner’s Office (ICO).
I would advise others to be cautious if they do not want their contracts changed without their consent. It is also useful to record any conversations with EE or BT staff, as this may be the only evidence available if you need to make a complaint later.”
“My broadband contract with BT is ending on 12 May 2026, so today I went with my son to the EE store in Stratford Mall to ask if I could receive any offer as a loyal customer of over 4 years, and then decide whether to stay or leave.
From the beginning, I clearly explained that I had already found a better offer with Sky for 900 Mbps broadband at £32 per month on a 2-year contract. During the visit, staff started accessing my accounts without proper explanation and insisted on discussing services unrelated to my request, despite me clearly stating what I wanted.
I felt pressured into offers I did not ask for, and my preferences were ignored. This is especially concerning given my previous experiences with EE, where my contract was changed without my consent and my signature was falsified — a situation I have already escalated to the Ombudsman.
As a loyal customer, I expected transparency and respect, not pressure and misleading behaviour. Unfortunately, this experience confirms a pattern of unprofessional conduct.
Based on my experience, I would advise others to be cautious when visiting certain EE stores, as I have encountered similar tactics in multiple locations.
Customers should be able to choose the offers advertised without being pushed into something else. After this experience, I have lost trust and will not return.
Staff accessed both my BT account and my EE account, even though I had only requested an offer for BT, and I insisted that no changes be made because I have other complaints in progress for similar reasons. The staff member assisting us, upon realizing that we did not accept a so-called “fake” offer, left us and walked toward the manager without saying anything. We got up and left feeling unsafe, as I did not feel secure during the interaction.
As evidence, I recorded the conversation because there was no acknowledgment of any mistakes during or after the visit.”
“Theifs and typical UK standard. Customer service poor. Best you buy a handset from abroad instead of the uk. You get ripped of on your bill and a con”
“Atrocious company in every way.
Came to the end of my broadband contract and switched to vodaphone. Low and behold I got an email from EE offering me a better deal to stay with them. I contacted them and took the offer and canceled my vodaphone contract. The new contract was an upgrade from 500 to 900gb which the advisor told me would take effect within 24hrs (my old hub was capable of this speed, so ok untill I recieved the new one). Waited a couple of days and still no faster speeds so I contacted them. Advisor said there had been an error on their part and 2 orders were created so I would have to cancell and call back and re order. Cannot understand why they couldn't have done that all in one go but the usual excuses sbout different departments etc etc. Called back and tried to reorder and was told I couldn't because the offer couldn't be applied as it was a different department (how convenient) I was told the best thing was to go with another company and fo the same thing all over again.
Absolute joke, and utter incompetence from a deceitful company. I've never ever known such bad customer service(even the agent sounded embarrassed). Back to plan A and opted for vodaphone once again.
No doubt if they bother to read the review they will come back with the usual and predictable AI response,
Shame you can't give ZERO stars for this shambolic company.”
“Unauthorized Changes to My EE Mobile Contract – Extremely Frustrating Experience
I am extremely disappointed with EE due to unauthorized changes to my mobile subscription. On 10/03/2026, I noticed that someone from EE had changed my contract without my consent. I submitted a complaint immediately, and on the same day, the subscription was supposedly restored to its original terms.
However, on 16/03/2026, I received a letter at home stating that £23.54 would be withdrawn via direct debit for a modified contract. EE did not clarify under what circumstances this letter was sent or who accessed my account and made these changes.
During a phone call on 19/03/2026, I clearly explained that the issue had been resolved, but the EE representative ignored my main concern, failed to investigate who made the unauthorized changes, and incorrectly stated that I do not pay for my phone. My monthly subscription is £73, which includes both the SIM and the handset for my phone number ending in 9090, with a 10% discount as I am a BT customer.
I also requested clarification regarding roaming services, which I have been paying for since May 2025 but have been unable to use for approximately 10 months. EE incorrectly stated that roaming is active, although evidence shows it is not.
My son was present during the call and formally requested a deadlock letter. EE questioned the legality of recording the call, despite it being lawful to record a conversation in which you are a participant for evidential purposes, and then ended the call prematurely.
My contract started on 06/05/2025 and ends on 06/05/2027. Any changes made without my consent are unauthorized and illegal. Any additional payment taken via direct debit by EE will be disputed with my bank, and I will escalate the matter to the Ombudsman and seek legal advice.
This situation is extremely serious, and I warn others to be cautious with EE, as unauthorized access and mismanagement of contracts appear to be possible. This is the second time EE employees have accessed my account and changed my contract without my agreement, and the time lost to resolve issues caused by them costs money and creates unnecessary stress.”
“My sincere thanks to Supreme Asset Recovery for their reliable assistance. They resolved my withdrawal problem efficiently and ensured everything went through without stress.”
“Misleading contract practices and very poor customer service
This has been one of the most disappointing experiences I’ve had with a broadband provider. The service itself is already poor value — slow speeds for a higher‑than‑average price, especially compared with other providers in the area.
The real issue, however, is how EE handled our “home move” in 2024. My flatmate already had an active EE contract, and we kept it purely to avoid early exit fees. At no point were we told that the home move would be treated as a brand‑new 24‑month contract. No terms and conditions were shared with us before or after installation.
We only discovered this when we received a price‑increase email and looked into switching, as several providers offer faster speeds for less money. When we contacted EE, we were told that we are still in contract and that turning a home move into a new contract is “industry standard,” despite the fact that this was never communicated.
We spoke to at least four representatives, and the experience was consistently unhelpful:
One promised a call back that never happened.
Another incorrectly claimed the original 2023 contract ran until 2026.
When we asked for proof, we were transferred to someone who refused to email us the terms and conditions for either contract, calling our request “irrelevant.”
We were also spoken to dismissively, told the price increase was “only £3,” and blamed for not reporting the issue sooner — as though the responsibility for transparency lies with the customer.
At every stage, EE insisted they had done nothing wrong. The lack of clarity, accountability, and basic respect for customers has been extremely disappointing.
This was our first experience with EE, and it will definitely be the last.”
“I was customer for many years. Over the years was not bad experience except some few things.
Last months this experience was change.I was treated as rubbish.
For them no matter what first thing was profit. Despite my complaints nothing was corrected. New upgrade for one line was chosen by agent as l had to choose between few options.
There was other stuff going on.I don't heard any apologies any sorry.
Second line that l has to upgrade supposed happen now.I was surprised because l didn't discussed with them for new upgrade and they let me know by letter that price from 20 pounds going to rise to 27 pounds without choosing new device this just for 5 GB.
I called them few times resolve this subject. I'snt possible new customers for new contract with 5 GB pay 15 pounds and l for only sim for 5 GB 27 .
What l learned for new tablet S 10 Samsung Galaxy l have to pay nearly 40 pounds. SO L CHOOSE TO LEAVE THEM.THEM MANAGER IGNORANT WITHOUT RESPECT TO THE CUSTOMER. DISGUSTING!!!!!!!
NOBODY TELL ME SORRY THAT L AM LEAVING, NO BODY ASKED SORRY FOR MY DISSATISFACTION. NOBY SAID THANK YOU FOR BOEING WITH AS SO MANY YEARS.....I REALLY REGRET TO BE THEIR CUSTOMER. 😔”
“20 year customer with EE and recently refused credit, clearly due to employer error as I have a near perfect credit score (1218/1250) and a salary in excess of 100,000 with no credit cards and minimal loans. Refusal from the team to investigate, just a no. Interrupted my business and personal life and quite frankly it’s embarrassing.”
“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.
Despite returning my Smart Hub via the Post Office and holding official proof of postage, I have been hit with an unjust £65 charge for "non-return." This is daylight robbery. They are charging me for their own inability to process returns correctly.
A Chain of Failures - The only reason I even had this kit was because the company failed to book an Openreach engineer as requested—a mistake they admitted was theirs. To make matters worse, they sent a 4G-based Smart Hub to a property with zero 4G coverage. They didn't bother to check the signal or disclose this limitation; they just sent out useless hardware to cover up a booking error.
Basic Admin Errors - I have requested multiple times to update my billing address to my new house, yet they continue to send sensitive financial documents to my old address. If they can’t manage a simple address change, how can they be trusted to manage a broadband network?
The Final Straw - After speaking with a representative who was incredibly unprofessional and clearly unsuited for a customer-facing role, I’ve had enough.
I will be closing my broadband account at the earliest opportunity.
Verdict: Avoid this company if you value your time and your sanity. They are quick to take your money but incapable of providing the service or administrative accuracy you pay for.”
“The worst most inefficient customer service.
One star is too many but no option for ZERO. Agree a deal for mobile and broadband and then charge over double the agreed amount. Payment taken via DD and as per the DD guarantee they should refund immediately but not EE.
Having to spend hours on the phone talking to people that have no authority to do anything other than type your complaint and pass it on to some one else to waste even more of your time. Would not recommend as they are untrustworthy and incompetent.
Do not use EE despite the glossy TV adverts, they are awful.”
“On November 27th I signed up to EE for phone & broadband. On the 28th November EE got my PAC code from Vodafone to travel my preferred number. I didn't get my preferred number until 6th December. My broadband went live on the 6th December but I had not received a smart hub. I was without internet & I still am. I've already posted about my bad experience over the last 12/13 days. But yesterday 10/12/25 I returned the iPhone to the store & I cancelled my phone & broadband. I had had enough. It was way too much stress. I went back to Vodafone & my niece bought me a cheap phone so I can continue where I left off. Jack at the Farnborough store was a great help & this 1 star rating is not aimed at him. He was so helpful because of my hard of hearing disabilities. He spoke to an advisor who said that any leaving fees will be waived. So I've had the phone for 12 days & my preferred (PAC code) number for 4 days. But the iPhone I returned was reset to factory settings. Today I called EE & asked for a PAC code because I need to access my NHS app & other important apps. They are connected to my old phone number. The advisor told me that he couldn't give me a PAC code because I have to pay £400 leaving fees? This was a complete turnaround from what the advisor said yesterday. Yesterday I was told that any fees will be waived. So 2 different things from 2 different EE advisors. I'm confused. I really need to access my NHS app & other important apps which are tied to my phone number ending 06424. Yesterday jack helped me with the transfer of everything else that was on the iPhone to my new phone (Vodafone). My niece will be coming with me to the store tomorrow to try & work it out. Over the last 12/13 days I've been patience & respectful to the staff despite the not stop issues over the last 12 days. I've been sent to Aldershot store as well. They too did their best to help. But they couldn't understand why the Farnborough store sent me there in the first place. My problems continued as I couldn't get text messages? On Tuesday 9th December I was actually in Aldershot for a dental appointment. So I went in to ask for help with the text message issues. They said that my SIM card was not reading on my phone & told me to go back to Farnborough store. Yesterday I decided to end my phone & broadband contract. I returned the iPhone & like I said, jack helped me with sorting it out. Today, in desperation I phoned EE asking for my PAC code. I was told that I couldn't have it because I have to pay £400 leaving fees because I have had the phone for more than 14 days. But the iPhone was returned yesterday when I cancelled everything. 27th November to December 10th is 13 days. I have a bill which clearly states that it starts on the 27th November. But the advisor said no he couldn't give me a PAC code. t's confusing me because I have had 2 different things said to me from 2 different advisors. I've never experienced anything like this. I will be going to the store tomorrow with my niece to sort this out. I'm prepared to go to court over this. I will also be contacting the ombudsman if I don't get it sorted out or I do get it sorted out tomorrow. The ombudsman really needs to see what is going on here with EE. It's baffling & depressing. The reviews I have read on trust pilot & other review websites are pretty much underlining what is wrong at EE. I wish I checked on the reviews websites before I left Vodafone. I only left because EE has a cheaper deal and like everyone else, I just wanted to keep my bills down. Now it's turned into a nightmare. I just want it all to end without any bitterness & bad feelings. It's too much. I hope it gets sorted tomorrow.”
“Poor company with terrible customer service and incompetent.
Got roped into having there broadband when upgrading my mobile. Offered nice discounts for taking out broadband, only problem is it’s been 6 weeks and 3 appointments and they have still not installed it.
First time they sent the engineer who said I needed a duct from the road to my house. Second appointment got cancelled the day before and the third one they sent the wrong engineer again.
You call to sort there mess out and end up going round in circles, the managers do not call when they say they will. If you get lucky enough to speak to a manager they’re as clueless as the rest of them. What a shambles of a company.”
