“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.”
“M9ved by BT to EE without consultation or consent. Service and reception has got progressively worse, reported faults many times without improvement. Connection cuts out several times every evening.
More recently they sent out a new router to me to fix the issue, however for reasons better known to themselves they sent it to my old address from where I moved 14 months ago. Address was updated with BT at the time of moving of course. No reason to use my old address. Dreadful company.”
“Trustworthy, Transparent, and Truly Kind
Thomas approached my situation with a level of integrity and compassion that instantly put me at ease. They explained everything in a way that made sense and gave me the confidence to move forward without fear. I never felt rushed, pressured, or lost—only supported and guided. They turned a difficult process into something manageable and even hopeful. I couldn’t have asked for a better experience.
⭐⭐⭐⭐⭐
A gold standard in customer care.”
“Trustworthy, Transparent, and Truly Kind
Thomas approached my situation with a level of integrity and compassion that instantly put me at ease. They explained everything in a way that made sense and gave me the confidence to move forward without fear. I never felt rushed, pressured, or lost—only supported and guided. They turned a difficult process into something manageable and even hopeful. I couldn’t have asked for a better experience.
⭐⭐⭐⭐⭐
A gold standard in customer care.”
“I tried to buy a PlayStation 5 Slim Digital Console bundle with EA Sports FC 26 (White) from EE’s website during their Black Friday offer for £285. I paid via Apple Pay, and the payment was taken from my bank as a pending charge of £285, but the order never went through and I never received a confirmation or order number.
I called EE and spent around 30 minutes on the phone, and they told me to use the chat instead. On the chat, the support agent said they cannot access any order or payment details, so they cannot even provide a basic confirmation message to release the money. They suggested calling again, even though I already explained I had just called.
So right now, I have:
– No product
– No order
– £285 stuck as a pending payment
– Black Friday deal at risk
– Zero help from customer service
All I need is a simple confirmation that they won’t claim the payment. Instead, I’ve been passed around with no resolution. For a large company running Black Friday promotions, this level of customer care is extremely disappointing.
Very poor experience.”
“EE Crossgates Leeds. Always superb customer service. Special mention for Liv who spent hours helping me to transfer data from my old phone to new phone when the old screen had disintegrated. Have been an Orange/EE customer all my phone using years and never had less than first class service.”
“Miss selling to a vulnerable adult, concerning a essential care line landline.
Told them repeatedly she did not want the legacy line changed. They lied we are appealing it today after at last getting a decent member of staff.
Left without a landlines at present, Selling tactics of the salesman and woman disgusting, Virtually no sleep with worry.
The sales staff concerned need to look in the mirror”
“More cowboys than the wild west ever experienced and absolute liars to boot I has the experience of travelling on a very cramped train late at night the other day and the people who got on were obviously totally drunk.and acting like idiots and inevof them grabbed my phone as I tried to place same into.my bag and it didn't therefore make it into.thr bag but rather into the hands of thus opportunistic yob and I had to leave the train two stops short of my destination because it wasntnostopping there due to a problem on the station and I spent all night trying to get to EE to put a hold on the phone through EE whilst seeking tge phone through railstation literally It was thst I found ohine went to collect it at a faraway station and it would have been if when I had random to take rge temo hold up they had used their wretched ears and listened to me but they ordered a new simcard and promptly stopped so.thua rendering my phone as useless no sim They are absolutely hopeless when one rings to try to sort a problem out A jasy said when I told her that the mobil6waant working quote we are going round and round in circles well we weren't at keast I was6abd I hope that tge female who rudely said this yo me got terribly sick with dizziness on her make-believe merry go round Rude umsulent woman reflects tge state if tge company as dies my useless bow no simcard in error mobile phone.”
“Awful company, liars, awful customer service, absolute cowboys and left me feeling really upset! I would urge you not to sign up, they promise you one thing and do another and their customer service is harsh, unhelpful and they lie.”
“My 87yr old vulnerable mum got an iphone7 in 2017ish. She’s paid £3600 to date (£33pm). She has never used any data as she is housebound. Phone apps don’t work and she’s partially blind anyway, she can only phone gp when phone plugged in. It gets boiling hot when she does this. She has phoned and tried to complain in past but as she’s had a mini stroke, cancer and heart operations so she doesn’t know what to do. When she’s asked for another phone they’ve told her that she will suffer financial penalties if she cancels the contract early and she is scared to have no phone at all in case she is ill. She didn’t know she had an annual contract still.”
“I HAD PLACED AN ORDER ONLINE AND RECEIVED AN EMAIL CONFIRMING MY ORDER. THERE HAS BEEN NO COMMUNICATION SINCE, ATLEAST NOT ON THE COMMUNICATION METHODS I HAVE SET. AFTER 3 DAYS I HAVE CALLED TO GET AN UPDATE (UNABLE TO TRACK ONLINE) AND I WAS TOLD EE DIDNT STOCK THE PHONE I HAD ORDERED ON EE WEBSITE. THIS HAS WASTED A LOT OF TIME WHEN I AM TRYING TO PREP FOR MY SON GOING TO UNI. I WAS ON PHONE WITH EE, 3 DIFFERENT CALLS, 2 SETS OF SECURITY CHECKS WHILE ON THE SAME CALL (ONE OF THE THREE CALLS), FROM 1149 TO 1232 (43 MINS) JUST TO BE TOLD EE DIDNT HAVE THE PHONE I ORDERED AND I HAVE TO CANCEL THE ORDER. NOT A TRUSTWORTHY COMPANY! STAY AWAY AND SAVE YOUR TIME, EFFORT AND MONEY!”
“Awful customer service, then do not contact you when they say.
Overcharged on my phone bill, I have tried to contact them regarding it cannot get through to anyone.
I was informed that my sim only contract has been cancelled as I took out a phone contract, only to find out that I am still be charged for my sim only contract.
Not happy with service will be taking out a contract with another supplier.”
“I tried to switch from plus net to ee for broadband and phone. Hub arrived and I configured all of my equipment to talk to it. However in spite of being told that my connection had been activated I was not getting a signal. There have been numerous deadlines which gave come and gone. An engineer was sent but no one could give home the neccesary information about “connections” And now I ha been given yet another deadline in which I have absolutely no confidence. Part of this package was to run my landline. As my previous connection was cut off with my previous connection it means that people who only have my landline number cannot connect with me and this is not only inconvenient but potentially expensive as I do get offers of work at very short notice from my landline. It appears that the engineer was sent out even though we knew that the connection could not possibly work,as a sop to keep me quiet. In the meantime Er has told me that I am connected and I have wasted hours connecting and reconnecting hubs following instructions from videos and websites, and being led in circles les by AI ‘helpers‘. In spite of having been told that I have an active connection and ee knowing that I don’t.
In the meantime I have received my first bill. All I have received from Ee is broken promises, hassle and inept apologies from people who cannot help and have power to be able to do. This adds insult to injury. There appears to be no one to take ultimate responsibility for this sorry position. And any number of people to issue pointless apologies. IF YOU ARE CONSIDERING EE AS A BROADBAND PROVIDER MY EXPERIENCE SUGGESTS THAT YII SHOULD LOOK ELSEWHERE. THEY ARE MUCH BETTER AT SENDING BILLS THAN PROVIDING A SERVICE.I note that the questions below are about selling and delivering equipment. Not about whether it works or can be made to work once it has arrived.”
“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.”
