“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.”
“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”
