“Utterly incompetent with staff who are trained to lie. Signed up to a deal and told to cancel the add ons in the free period which I did only that I was given incorrect information so being charged for something I don’t use. Lots of phone calls then appointment at their shop. Only one lady can listen to the recorded phone call . Sent a text. Many promises to ring on my landline but they never do but tell you they have. Still not sorted. They repeatedly lie, they are utterly incompetent.
Never ever have anything to do with this company as they are a total shitshow and can’t get any worse.”
“Still action from ee. I have previously written a review about having an order revered which is my 14 day cancel right. They gave me what I didn’t want on 19th July and on 19th July I asked for it to be changed back but dispite repeated phone calls, promises to have it reversed nothing has happened. Oh most of the agents having been very nice although I had trouble understanding some of them but the promised reversal just never happens. Why say you are going to do something if you have no intention of doing it. Why can’t an agent OWN the job until it is completed. EE for heavens sake GET A GRIP.”
“We have been with EE for 5 months after switching from sky and have problems ever since. First we had to replace the tv box. Then last month we lost the broadband and phone for 5 days. Now the broadband and phone have gone down again. We are waiting for an engineer to come. We would cancel our contract but were told it would cost us £1400. Please avoid EE.”
“Thinking of switching to EE? Think again.
I made the switch and it’s been a nightmare from day one. An Openreach engineer failed to complete my fibre install after 4 hours, damaged my Virgin connection in the process, and left me with no internet at all — affecting my home security, CCTV, streaming, and ability to work.
Despite countless calls, no one has turned up to fix it. I’ve been told I might have to wait over a week — with no guarantee.
This level of service is completely unacceptable. If you’re relying on a stable connection, don’t risk joining EE.
#EEServiceFail #Openreach #BroadbandDisaster #WorkFromHomeHell”
“Didn’t receive my sim for a month, got charged for that month. Then got charged extra each month for hidden charges that were not explained, it’s a scam guys. I intended to pay £14 a month now my bill is £65…customer services are none existent!! Hands down the worst mobile provider, avoid at all costs”
“I just wanted an antivirus on my computer which I had with Bt and thought I had it with ee when I was transferred to them but alas after a few months realised I hadn’t got that. I was put on essentials which apparently does not include an antivirus. I had a conversation with an ee agent who just completely confused me and I had trouble with his accent. I was transferred to a sales rep who quickly sold me an all rounder deal this resulted in an increase of about £14 month. I did agree to it but felt rushed and confused. This did include an antivirus protection but with elements I didn’t need or want. When I read the email from ee I realised it was not what I want I phoned back to have it reversed, but had to wait for it to go through the system and they would phone back which they did and on time. In between a complaint had been raised on my behalf which I hadn’t requested. I was also accused of pulling the wool over their eyes which if they thought that it was never my intention. I simply wanted the contract reversed and an antivirus added which they said they could do and will phone back when it’s completed. Should get that later today. I just got completely confused by all ee staff, I am in my seventies and need a bit more time, not to be rushed have clear speaking staff who I can understand and explain the difference clearly about the products instead it seems to be make as much money out of the customer and onto the next one”
“Abysmal customer service, spent hours on the phone trying to sort out issues after being forced to change from BT, customer service just tell lies to get you off the phone.”
“EE Broadband – Mis-sold, Downgraded, and Poor Aftercare
I was a long-time BT customer and decided to switch to Sky Broadband. But before I could complete the switch, I received a retention call from EE (part of BT) telling me I had to move to EE to get the best deal. I was pressured into staying and fed a lot of false promises – turns out it was just that: BS.
They set me up on the wrong package, not what I needed or was promised. Now I have worse broadband speeds than before.
When I called to complain and cancel, I was bounced between three different agents, all apologising but essentially saying: “We can cancel within 14 days.” Funny – you cancelled Sky for me to keep me, but now expect me to go back to them?
To top it off, I asked to speak to a manager at 8:50pm, only to be told, “He finishes at 9pm and will call you tomorrow.” Brilliant service…
⚠️ BT customers: don’t be fooled.
Moving to EE is a downgrade, not the premium service you were used to.
I’ll now be taking this further as a case of mis-selling. The aftercare has been abysmal, and I regret staying loyal to a brand that clearly no longer values its customers.”
“I try to call the store in Lewisham and you can hear them talking but not to you. You sit on the phone and no one will pick the call. What customer service is that???”
“Don't bother using EE. Called them for 3 days trying to cancel a mobile broad band I got. I regret it so much. You cannot cancel without calling them. Wasted of time for the company.”
“Been with EE/Orange 30+years and i have 4 phone contracts and my broadband , iv recently upgrades one of my phone (advertised nil deposit £55 per month ) to find on receipt of my new bill i have been charged double as they now state that you pay a month in advance not in arrears . i just think this should be mention when getting a new phone or upgrading as it might leave people in a bad situation when it comes to there 1st payment making people financially struggle .”
“I’m currently going through a really upsetting experience with EE, due to my brother having been taken advantage of in Westfields White City store. My brother went into the store at White City with the intention ONLY to upgrade his phone. He was apparently dealt with by over-zealous staff who managed to mis-sell him items that he did not need and is not even able to use, because he’s not tech savvy at all and is not good with gadgets. He is bipolar and is now suffering an ‘episode’, due to the situation. He returned to the store several times over the following month, trying to resolve the matter by returning the gadgets he had been ‘sold’, including an expensive galaxy phone that they persuaded him to buy by getting him to digitally ‘sign’ a loan agreement on a tablet. He did NOT even know he was signing a loan agreement! They refused to help him during these subsequent visits and it’s taken several phone calls to arrange that I be allowed to handle the issue going forward, due to his being too distressed and unwell to deal with the matter, so I’m now authorised to speak on his behalf. Despite this I was not happy or satisfied with the first couple conversations I’ve had with EE complaints people. The first agent in the executive team agreed that in this case he be allowed to return one item that he’d been sold, telling me it was a “goodwill gesture”, but he would still be left with the rest of the stuff (which he is not even able to use)! I requested her to put the offer in writing to me to consider but she refused.
Apparently I’m now left with the job of taking the matter to the financial services ombudsman and ofcom. I will contact trading standards and seek legal advice because no one should be treated so poorly. There won’t be any stone left unturned! I’m prepared to go to the media including the BBC watchdog program.
Apparently there’s a lot of aggressive mis-selling in these stores because nothing is recorded, but it’s particularly outrageous when it’s done to vulnerable people! Please don’t use the stores because they are not nice people and their complaints handlers, customer service and store staff don’t really wish to help. I am not giving up though because my brother can’t use the stuff, he can’t afford the stuff and he has so obviously been taken advantage of! It’s so wrong!😩😢””
“On Saturday, 28th June, my sister and I went to your Feltham store TW13 4GU. We were served by a young lady called Safa. Who offered us great deals on our phones as we were due an upgrade. She was very professional, friendly, and patient with us. General the team in the store were very helpful.”
“Very difficult to talk to human.
Secondly they don't want to know your problem they want to sell you additional products like broadband or lead you in a new more expensive contract. Today I spoke to someone who doesn't know What Cousomer support/service is. Disappointed after many years being with EE.”
“The aftersales service was very disappointing and downright pathetic. I purchased a smart TV on line from EE store on 20th May 2025 which was suppose to be delivered within 3-5 working days. The delivery was delayed and I had to chase the EE for an update on delivery date and only after repeated calls and emails they advised me they cannot provide any tracking number or delivery date and I should wait for the courier to contact me. I had holidays plans in the half term and had to cancel those because of delays in delivery and lack of any information. The delivery was finally made 31 May after 11 working days. The delays disrupted my holiday plans and I was forced to cancel my family holidays which caused me financial loss. The EE management did not provide any details of the delivery and pushed my request to couriers which did not help.”
