“Well, what a tale of woe and one wasted day that I won’t get back! An EE agent visited my property last week and I signed up to an EE package. It was an excellent opportunity to discuss what I needed with an actual person - or so I naively thought! When the service was rolled-out it did not match what the agent said was included. I was essentially miss-sold a broadband and TV package. Took me all day to converse with an AI bot on the EE app and then online communicators/ complaints managers ultimately chatting to a member of the Executive Complaints team (on the whole nothing “executive” about them - just a prickly operator). They offered me £30 as a goodwill gesture which I declined as I am raising a formal complaint about their dodgy business practices with the Regulator.”
“Horrendous company
Worst WIFI ever blame it on walls the weather, passing pigeons, because it's tuesday???
After an over the phone tweak, one of many, a technician gets me 268mbps but it only lasts a day so it can be done and proves that all the other BS is actually BS. It only lasts a day so they clearly can control it. Wish i had never opened the door to the liar who sold me the contract.”
“I have a Samsung Galaxy Z Flip 5 supplied by EE when I renewed my contract in November last year. On the evening of 30th October the phone developed a fault whereby the display stopped working. I was not misusing the phone in any way, but I heard it crack as I was opening it.
On the morning of 31st October I called the EE technical support. The person I spoke to advised that I should call into my local EE store where they would be able to arrange a repair and supply me with a temporary replacement under your “Mend & Lend” scheme.
I called into the Croydon branch where I was told that the phone would need to be sent away but they couldn’t offer a replacement as I had been told on the phone. He advised that I should maybe contact another branch to see if they had a replacement, but was unable/unwilling to contact any other branches or even give me any phone numbers.
I called the EE support line again. They gave me the number of the Bromley store. When I tried to call that number I got a recorded message saying that they were unable to answer the phone and I was automatically redirected to the EE support centre.
The person I spoke to attempted to transfer me to the Bromley store but got the same recorded message. He advised that I should continue trying to call them, but if they were unable to supply a replacement I should purchase a handset from Tesco Mobile and keep the receipt and claim a refund on completion of the repair.
I tried calling the Bromley store again several times over the following hour without success. However it occurred to me that it was rather strange that an EE employee was recommending buying a handset from another provider, so I called the EE support line again to ask if an EE store would offer a similar service. The person I spoke to said that he was unsure and that I would need to ask in the branch. He also told me that I had received incorrect information from the previous people I had spoken to with regard to calling in at a store and said that it is necessary to book an appointment. He booked an appointment for the following morning (1st November) at the Bromley store. He also checked that they had a replacement in stock and confirmed that they had two, and even gave a description of the phone that he reserved for me.
When I arrived at the store a member of staff checked my phone and advised it would need to be sent away for repair. He also said they wouldn’t be able to supply a replacement. When I challenged this and pointed out that I had been promised a replacement, he replied “who told you that?”. When I told him that it was the representative from EE who had booked the appointment for me, he disappeared to the back of the shop and nearly half an hour later another member of staff appeared with a replacement. This phone is an inferior model to the one I have, but I accept that as it is a temporary replacement.
On the afternoon of 2nd November I received a call from the repair centre in Ashford. They said that the phone is damaged and therefore not covered by warranty and that the repair would cost in excess of £300, which is probably more than the phone is even worth as it is nearly a year old.
I called EE support again and was advised to speak to Samsung directly. Samsung have advised that I return the phone to them for them to investigate.
Once the phone has has been returned by the Ashford repair centre, I will presumably have to return the replacement phone to the store. I cannot be without a phone and Samsung don’t supply a replacement.
My contract includes a handset, so I called EE support again and spoke to Tom at Newcastle. I asked if EE would supply a replacement while my own one was with Samsung, and he simply replied “No.” I was a bit taken aback by this abrupt, one word reply, so asked if EE would supply a new phone or compensate me if my own one can’t be repaired, and again he simply answered “No.” In fact, through the whole conversation I found his manner to be rude, abrupt and bordering on aggressive.
During the conversation he let slip that there is a KNOWN DESIGN FAULT with this model of phone, but despite this it seems that I am still responsible.
I reiterate that I have not misused the phone in any way. The problem arose during normal use. It has never been dropped or submerged in liquid. The external areas of the phone are undamaged and in good condition with no scratches etc.
As the “damage” to the phone is NOT my fault, but a known issue with the model as acknowledged by EE, I don’t see why I should be out of pocket over this.
I have been a loyal customer since 2005 they you were still T-Mobile, but my loyalty is now running very thin. The service I have received has been completely unacceptable. Perhaps the technician’s suggestion of going to Tesco mobile isn’t such a bad idea.”
“Router/ONT fired to suit the engineer not us - next to a sink and overloaded/overheated area.
No digital home phone for a week and off at other times with no warning and the only advice if you can connect with EE is a reboot/factory reset and lose all port/passwords! Cant phone them as it says you must need to press option 1 or 2 when you are. Did get through after an hour and call handler disconnected the call and no call back an hour later. We are on call 24/7 and the service is not fit for purpose.”
“Was informed it would be £160 to cancel my services but they took over £400 out of my bank. Spoke to customer services who said they would forward my complaint and get back to me within 48 hours Been 2 weeks now still no contact.Very poor”
“Got conned into buying sim only contract for unlimited data which they I don’t even use . 50% discount for 6months then £32+ for rest of the 24 month contract. Nobody is interested in my case and help . Avoid ee go elsewhere where you’re not being conned.”
“Massive price increase during contract
Lied to take out new plan, calls not investigated as promised, non existent customer service
Going to report to offcom!!”
“Left this band of thieves 12 years ago after they broke the law by changing my terms without telling me.
But I still get spam from them telling them they miss me.
So they engage in data breaches as well as deceptive practices.
It's cute the way they actually think that spamming me might make me return to the company that scammed me.
Talk about room temperature IQ.”
“Absolutely disgusting how you treated me for paying over a year my bills monthly almost 100 pounds I would not treat my enemies like that it's disgusting.”
“Was with talk talk for years with no problems. EE offered a supposedly faster broadband for less money, so I stupidly went with them, BIG mistake!! WiFi constantly goes off for ages and takes for ever to come back on. They have now said we need discs which will cost an extra £6 or £7 per month, which we didn't need for a good signal with Talk Talk. Now stuck in a contract with them......Avoid them whatever they offer!!!! Wish I'd looked at all these reviews first - I would never have changed to them if I had.”
“I've been extremely disappointed with EE's network and customer service. The internet speeds have been consistently slow, and despite multiple complaints, the issue remains unresolved.
The customer service is even more frustrating. Online chat support often leaves me waiting for 2-3 hours with no response. Phone calls also involve lengthy hold times, only to be met with unhelpful representatives.”
“I couldn't believe a respectable firm could be so evil as to limit my withdrawals. I felt like giving up and admitting I was a loss because of all the pressure I had put on myself from the amount I had previously invested, but then I read a Trust Pillot review about Recoveryhacker101. Talk about bitcoin, you may get in touch with them at recoveryhacker101[at]gmail[dot]com. I contacted them and gained my entire bitcoin back in less than 72 hours.”
“Never known a company that takes over 30 minutes to answer then cuts you off. Then when you finally get through again after another 30 minutes you get passed pillar to post through different departments waiting at least 20 minutes on each occasion. This is all because they debited two accounts after an house move despite the old account being cancelled on two occasions( they didn't cancel when they should have the first time). Despite admitting this was a fault on their part they clearly have no idea what they are doing. Still not convinced the problem will be rectified and money reimbursed so more than likely will need to ring up again.
Their network is very good but it seems they don't have a clue when it comes to sorting out accounts.”
“Been with EE for over 15 years, went into store with his mobile phone in his name, and they’ve put it in my name, and joined the two number my number with his in my name? Why would they do that got to wait three months now Kyle at ee has been supportive but Jess was awful to deal with, as was Barbara in complaints , and the Blackpool store was hopeless they’ve made this mess I am paying for my fathers phone which I could be paying for ever he has always topped it up and he previously spoken with them, but they don’t understand his lisp, so for some reason they’ve put it in my name. Strange. Scam artists . Don’t sign any with them . Valued customer since orange and T-Mobile I will not be renewing my contract or purchasing a single item from ee again. What’s going to happen in three months time I am told it’s too late? I am basically paying for my phone and my fathers for ever! Don’t go with them extortionate prices aswell compared with Tesco and Vodaphone.”
“Been with EE ,T-Mobile ,Mercury 121 for the past 30 Years.!
Their Customer Service was Absolutely Brilliant those Days
Now After 30 Years with 2 Contracts in place ,they too £80 Extra from my Account from Normal Monthly Payments,
They are Telling me That The System has only Picked up That's after 3 and half Years one of the Contact has NO Calling Minutes on it and ONLY DATA!!!!
Why would we Lie!?
Why would we take a Contact with ONLY DATA and No Minutes with it?
Really Frustrated with this Behaviour and BAD Customer service, is like they Don't give a S....!Anymore?
Don't know if they will Contact me like they said Someone will Call Back?to Resolve situation.
PLEASE EE without your Customer you would not have a Job and Income.
And EE Bosses without your Customers you would not have a Buisness!”
