“Took out 2 mobile contracts at store. Neither had any service where I live. Despite postcode checker saying great 4g and 5g. After weeks of no help from customer services,failed callbacks and them closing my complaints,I cancelled direct debits and contacted ombudsman who told me after weeks that felt ee done enough to help. Yet they done nothing. Theve smashed my credit score to bits despite me eventually paying both contracts in full to end the bombarding of threatening letters and debt collection. And on top of this I also lost my number I took to them and had for years. They really don't care one bit. Hours spend on customer services and emails. All useless. And no cooling off period if bought from a store. only online.Postcode checker lies. Store lies. Customer services lies.complaints department lies and ombudsman sides with them. BEWARE. Also still reporting non payment monthly to credit ref agency despite paying all moneys owed months ago.”
“The network coverage is so bad that I had to pay £1600 termination fee and walk away from this company. I am not talking about rural areas, I am talking about major centres such as Oxford high street, central London, M4 and M25 and M40 motorways. You can’t even make a proper phone call without line getting cut off every 20 seconds. Do yourself a favour, just stay away. They are terrible liars saying best network in the UK.”
“Never again will I trust this company. I was happy for years receiving a service from EE and then I was persuaded to join BT by an in store customer service advisor. A world of pain emerged when they changed all my numbers instead of transferring them over, numbers which I had for a quarter of a centuary. Persuaded then to return to EE I was offered a contract which, on the surface, sounded good. Included in the package was a "free" tablet. I was assured, at every step of the way, I would have a cooling off period where, and if I was unhappy, I could cancel my contract. My prices had crept up significantly so I found a much better package with Vodafone. I am a pensioner and I need to spend carefully. I politely tried to cancel my contract with EE but they would not cancel the contract for the tablet. Apparently I 'should have read the fine print sent over to my mobile phone where I could see the clause on page two of the document' written in print two pixels high on my screen. "Always read the fine print" they said. They could have honorably dealt with my complaint, but instead, they chose to flex their muscles and referred me to the Ombudsman!
Over 1000 people here have left reviews for EE scoring 1.6 "Poor".”
“My boyfriend switched from Virgin broadband to EE, the download speeds do not match the guaranteed speeds - most providers fall short on that so its not a shocker.
However the connection will drop to 0mps and cut out completely every 8-10 minutes then go back on after 1-3 minutes and will repeat.
I expected poor performance when I held the router in my hands - it's cheap, light, soft, could throw it at a wall and it would shatter into tiny pieces - same quality of plastic as a childs toy from poundland, so the goods inside are likely of similar quality. It gets pretty warm too especially for a router.
We've had this broadband 2 months now, using the Internet has intervals and it's really frustrating, it's a pain just to do a Google search let alone something like stream a TV show.
Other customers have had this exact issue yet I cannot find any solutions or even causes for why this is happening.
The 'customer service' of EE is good, the people will indeed do their best to help you but I'm starting to believe it's all to compensate for such bad quality of products.
I've been using EE as a Mobile provider for 3 years, no matter where I am I always have 1 bar it only got to 3 bars when I was in Spain (like how??).
Other people have this issue - yet to find a cause or solution.
This company has a heavy marketing campaign, they have ads everywhere, they got Kevin bacon to do multiple TV ads (why is that BTW? What demographic are they aiming for?) - Point being that they invest a lot of money into advertising the product when that money could be used to maintain quality of service.
You see reviews about people getting into year long contracts with hefty cancellation fees and people who claim to be unaware of such fees and apparently these contracts are completely verbal - there's definitely an element of deception lingering around selling you 'EE' products.
Your product doesn't work? Poor performance? Still have to pay for it? Fees to cancel? - That's a system designed to protect their revenue and to trap customers - if such things are true.
I recommend any other provider. Location is a huge factor for both mobile and broadband performance with 'EE' so if you are thinking about it please ask people in your local area if they use 'EE' and how it works for them.
Also fun fact: they never claimed to be 'the fastest' network, they claim to be the 'fastest growing' network which doesn't mean much.”
“Awful network.
Joined EE after moving back home to UK after few years working abroad. Told EE was now best network for signal etc (always been on O2 before).
Joined in Jan. Over-charged every single month. Don't have any signal approx 75% of time.... can only use phone when using on WiFi.
Various communication with EE. They deny signal issues saying they've checked area & has good coverage. Argue that the bills are due to increased CPI which is in conttact. Basically the CPI increased my contract by 50% plus they add additional random charges (despite having a £5 cap on it). EE reckon this is acceptable as part of CPI. Never before have any other company increased line rental by nearly 50% within 2 months of plan. I choose a contract I could afford & they've made it unaffordable. Obviously locked in for 2yrs. Other family members on EE have had similar issues.
We are counting down until we can leave this awful network and will never use again. Zero customer service-they don't care.
My husband moved to UK from australia few months after me - we ensured he didn't join EE (which was original plan) - got very good plan with smarty for 1/4 cost of my bills (since always higher than I agreed) and has coverage in most places we go!!
Avoid EE at all costs. I know I will in future
Edit - they send nice reply but when actually contact them its completely different matter. They do not help at all!! Take your money for a phone you can't use without WiFi.
Numerous attempts & hours over 16 months wasted contacting them bit quite frankly this company doesn't give a s***. As long as there get their high monthly costs they have zero interest in providing a service... everywhere I go I have to tell people not to phone me as won't get signal to answer.
I'm sure they answer here with very generic helpful sounding response but when contact they do not help or care just tell you fron their computer that everywhere I go has great signal according to them”
“Please Never Deal with EE.
They are not the best Network provider.
They constantly over charge costumers.
The contract is expensive.
The costumer representatives five different advise on the same issue.
They don't read notes on our account and make mistakes due to this.
EE is a greedy, incompetent, rip off, utterly rubbish company, takes advantage on the costumers and should be wiped out!
The leaders and decisions makers off the company are rats, vermin and money sucking parasites and should not be allowed to breathe”
“Cooling off period scam
I have just returned from the Penzance store to return my kit under the "cooling off period" agreement but the return of the tablet on the same contract was refused "under the terms of that contract", (allegedly). I was mis sold this product. I was persuaded to take the tablet even though I said that I wouldn't have any use for it, I had no need for one and didn't want it. The sales person convinced me to take it because he could make the price of my whole contract "cheaper" ie. it wouldn't cost me anything. Sounded like a irrifusible deal at the time. I had no idea I was being scammed.
Whilst the phone can be returned, under the cooling off period, the tablet could not and I would continue to be charged for the tablet for which I have no use! I was repeatedly assured "You can cancel the contract anytime during the cooling off period" but this is clearly a deception easy to dupe customers with. I have had nothing but bad experiences with this racketeering company and will report today's experience to the Financial Services Ombudsman. What made the experience worse was the patronising shop manager who didn't like my reasonable protest saying that she wasn't obliged to listen to what I had to say because I raised my voice (unsurprisingly)!”
“I was tricked by BT/ EE into taking out a new contract with EE, with a clear promise of a superior state of the art broadband device. In fact the BT/EE agent went on about how good the new router would be, latest technology , etc. But in actual fact the wi-fi signal with the new kit is poor, far worse than my old kit, and seems to be much slower. I called within the 14 day cooling off period only to be told that I couldn’t go back to my old system. I registered a complaint while I was online and this was closed by automatic email minutes later. I feel cheated.”
“EE is a Scam. I will not be a returning customer and I will make a come curious effort to put anyone off using them and if I could post less than 1 star. I would.
When I took my contract out I agreed to a £57 a month contract for 24 months, little over a year ago, January 2023. In march 2023 it very quickly went up to £65 a month due to their price increases which they do not mention on time of agreeing to the contract or make known in any kind of noticeable way.
They have just increased my monthly bill again to £70 a month. Baring in mind I can’t upgrade yet and my contract doesn’t end until February 2025. So I have had two increases in my contract without a say.
If I wanted a more expensive bill I’d have chosen a better phone and better contract deal. Please also remember we are in a recession so people struggle with bills as it is. You’d think signing and agreeing to £57 a month would be just that. Apparently not.
Also adding in the terrible customer service I receive. My phone does not get signal a lot more frequent than normal. It just goes to three dots or takes forever to load anything or send messages. I spent 30 minutes on a call to them just for the girl to tell me I need to update my apps. I’m 29, I am not an idiot, I know how to update apps.
I have spoken with EE about the bill increase who were dismissive, rude, and absolutely unhelpful and basically there is not a thing I can do about it.
Why on earth are they allowing people to sign and agree to contracts then just up their prices how ever they feel without the customer to have any say in it nor be able to opt out of the contract as they are tied in and have to pay a lump sum to leave.
After complaining about the increases I was then told that if I download the airtime rewards app and spend more money on there, I may get a bit of money off my bill. I think that defeats the purpose of me complaining about £13 a month increase on my phone contract.
I was also told EE do not do discounts on any prices, which seems very convenient apart from NHS, i do not work for the NHS or know anyone who does which is unfair. Even though I have been with EE since I was maybe 18. I am now 29, so I hope other loyal customers don’t expect any kind of help or grace from them.
To clarify I pay £13 a month extra now and I get no signal, no benefits from being with EE, I get no extra date, minutes or rewards, but I do get an older phone and still a huge balloon payment to leave this god awful company.
So yeah, EE are increasing your phone bills and basically you can’t do a thing about it. And forget if you’re a loyal customer, they don’t care because as I’ve been told, they do not do discounts.
I mean this with all disrespect. Do not use EE.”
“Took £350+ from my account for cancellation fees in spite of being within the cooling off period when cancelling the contract.
I'd received reassurances on more than one occasion that this wouldn't happen, and having called up about the money was told it would be back within 7 working days. After a week and two days it's not back in my account.
Avoid these cowboys at all costs”
“EE asks for the payment for all remaining months in a contract if you want to end it early. I realized that I cannot continue my contract and they asked me to pay £500+ to end it early. All they say before you sign is that there will be a charge for early leaving. I thought that would be the amount of discounts they made so far, as other companies do. But I was wrong. Think many times before you sign into a contract with this company.”
“Very bad service, my contact is 20 £ , a month they have been taking 35£ a month , contacted them to get the money back, they said they can not, last month they took 80£ , tryed to cancel , they said my details were wrong looks like a scam company”
“My daughters phone was bought at an ee phone shop where I asked the assistants to block any charges that might go over the ten pound allowance. The shop didn't block third party so when we were frauded and incurred a 600 pound bill we were told we had to pay it as it was our negligence. Now they've passed us onto debt recovery. Terrible service.
!!!WARNING!!! DON'T TOUCH THEM WITH A BARGE POLL!”
“Shockingly bad customer service. I signed up with mobile and broadband and so regret it. Misselling, promise to get back to you and do not. Outright lying in fact. Plus an utterly opaque complaint procedure. Still trying to access my Discovery plus which is part of my package plus a promised credit for overcharging. No luck. And the App is just appalling. Last call took over 2 hours and was bounced between 3 people with no resolution”
“⛔️⛔️⛔️AVOID AVOID AVOID⛔️⛔️⛔️
If I could vote them 0 stars then I would, the worst mistake I’ve made ever made when choosing broadband provider. Been with them for 2 months and all that time they have still not fixed a major problem with the EE accounts… plus the EE app. I’ve now noticed my internet speed at 106.3mbps download speed and upload speed was 20.6mbps. This would be totally fine if I was paying the right amount of money for the speeds, but i'am paying over £80 a month for the best speeds possible.
I always give companies time and then review them, I think 2 months is long enough!!!
If anything improves I will review this again but for now it’s a 0-”
“Awful people took 10 days to install broadband when I moved house. Openreach said ee engineer made a mistake and Openreach said ee had. Eventually Kira helped me advising I was due compensation that would take 30 days!,
Since then they have taken £67.75 and now have sent texts saying I owe £28 plus another £155.24. DO NOT GO NEAR THIS COMPANY”
“Beware EE
They have developed a system which excludes the customer.
An Ee shop is a sales centre not answerable to EE customer service on the mobile chat as chat gets recorded but not at a shop.
They are quiet at ease at
Giving you a 2.5 hrs run around with 5 different people before saying why are you complaining it would take weeks any other way. Also the problem I had over months resulted in EE lack of solutions which I paid for. As I say beware EE.”
“What a absolutely useless company
Trying to solve my farther problems as he has dementia
And the age of 80 years old
And they aren’t helping whatsoever
Causing nothing but stress to our family
This company should be held responsible
You get pass on from person to person when trying to get something resolved
Nothing but unhelpful”
“Engineer was supposed to turn up 12th April didn't show. Had text at 15.08 saying he was on his way still didn't arrive. Rang ee 13th was put on hold then cut off rang again on hold 45 minutes gave up!!! Never had any problems with BT definitely very verydissatisfied with service!!!”
“Whilst there are some genuinely good people at EE, like Keenan, who is working with me to resolve an EE error that has resulted in EE setting the debt collectors on me, even though I am not an EE customer ! As I now know EE's internal communication is totally broken, I am preparing a case with the Communications Ombudsman. Really regretting the day I engaged with this company. I was naive to be reassured by BT sales that if I cancelled the contract with 14 days there would be no consequences.”
