“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.”
“My god this company. Just atrocious. Every single time we sign a contract they take over the Netflix reseller agreement. They mess it up and we end up paying two Netflix subscriptions. Every single time.”
“Very Disappointed with EE – Poor Service and Pushy Sales
I placed an order online with EE on Thursday 22nd May 2025 for an iPhone 16 Pro on contract. I got a confirmation email saying my order had gone through and I’d receive my phone soon. Not long after, I got a text from EE asking me to contact customer service. When I called, I was told I had to go into an EE store with photo ID and proof of address for security reasons.
I did as asked and took my passport and utility bill to a local EE shop. The staff there checked everything and confirmed it was fine. However, the assistant was very pushy about selling me EE broadband. He kept going on about the benefits, even though I told him I was happy with my current broadband. Eventually, I gave in and agreed to add EE broadband. I then got confirmation that it had been added to my phone contract, which increased the monthly cost.
The next day, I received the EE broadband kit in the post – but nothing about the iPhone. No updates, no delivery, nothing.
I rang EE several times. The first person I spoke to was quite rude, especially when I mentioned how pushy the store assistant had been. He even hung up on me. I called again and spoke to someone named Thomas, who was polite and said he’d look into it and call me back before 2pm on 26th May. I never heard back from him.
So I called again, and this time spoke to someone called Calum. He checked and told me my phone order still hadn’t been processed. By this point, I’d lost confidence in EE and told him I wanted to cancel everything. To be fair, Calum handled the cancellation professionally and sorted it all quickly.
This was my first time trying EE and I’m really disappointed. I only considered switching because my current provider, Three, has poor signal – but at least their customer service is excellent, which is more than I can say for EE.
Hopefully EE takes this as honest feedback and improves how they treat new customers.”
“This is the worst company ever, we changed from BT after 20 years to EE and every other day of problems with freezing internet broadband etc, constantly resetting and new router posted to us and still having problems, however to move back to BT a charge of over £120 cancelation fee 🤬🤬, since speaking with direct technical support today and engineer calling out next week to try rectify problems, worst regret moving to EE”
“I was with BT who were fine but weren't perfect. Since it's become EE/BT it's been total rubbish. Most recently, I contacted them 2 weeks ago to tell them I was moving house and booked an engineer for the install. The engineer never turned up - they claim some bug meant my old address went in so they just cancelled the booking without contacting me - and now the next nearest install they can do is nearly 3 weeks away. So they've left me at my new house, unable to work from home because they totally failed in one of their most basic tasks.
No one who I spoke to seemed to have any sympathy for the situation they've left me and my partner in. I've gone to the communication ombudsman this morning and I hope EE get hammered. I'll be leaving them as soon as I can after I get some compensation.”
