“Most appalling service I have ever had. Several weeks ago I lost my phone. First I rang on Friday the 23rd of Sept and was on hold for an hour, so I gave up.
The next day I rang twice, 30 mins on hold and then 45 mins on hold, then it took over an hour of talking to a guy to get the promise of a new phone. He didnt know anything about the phones he was trying to sell me.
I paid for the phone to arrive on Monday the 26th of sept....no phone arrived...I called... on hold for ages again had to repeat all the same answers to all the same questions and tell them what was going on as it seems nothing was on my account.
Sorry madam new phone will come on wednesday
no phone again.
On thursday they said it has been delivered... but was signed for by someone i dont know... ie stolen... delivered to wrong address? who knows? Call again... answer same questions... no record on my notes.
sorry madam, new phone will be there on Friday... still no phone. On Friday evening I call..long wait on hold, same questions... same no notes on my account. We cannot help you someone will be in touch in next 72 working hours!!!! I mean! Really?!?
By the following Tuesday 4th of October, still no phone.
I get a message saying my phone has been returned to warehouse. I didnt even know it was out for delivery, no emails, or any contact.
I call again Tuesday and they say i have been refunded.... mental! so, a loyal ee customer for years, cant deliver me a new phone and cant be bothered to sort out the problem. Not having a phone affected my work.
so.... a million calls... many let downs and i still have no phone, I have borrowed an old one from my 73 year old father!
DO NOT use EE if you want any kind of customer service. I am disgusted.”
“Pathetic can’t believe it’s only getting worse with EE. Advertising signal strength on top of mountains but can’t make a phone call in my London flat??? Have to walk 5min down the road for a signal. Ducking joke. Shepherds need signal but city dwellers nah duck em”
“My son managed to to build up a bill of nearly £500 for third party charges despite there being a spend cap on the account. Apparently it was the wrong type of spend cap for the type of charges. Because I didn’t ask what was included with the spend cap it’s my fault. I know have to take my case to the ombudsman. EE are a joke, go with a proper provider like Vodafone or O2.”
“RUN, RUN and RUN again. I've been with EE for 5 years but in the last 2 years they've been absolutely rubbish. I have 1 signal line in the house, my data works just when it wants and sometimes it connects to 3G! My broadband is with them as well and my wi-fi signal is rubbish as well. Stay away of EE!”
“Not very happy at the moment with my ee mobile phone the internet at home is only picking up 2 bars when I’m in the house in the kidderminster area also my 4g well that’s hit and miss may get 2 possibly 3 bars and even when I’m in the house or round and about people are saying when they speak to me that my line is a poor connection when I use my phone down my caravan in brean the 4g is very poor I keep getting texts off ee whether I’m at home or at my caravan saying there is a problem in the area and they are fixing it but unfortunately doesn’t make any difference I have been with ee whom was first orange back about 25/30yrs but I definitely think when I’m due for an upgrade I won’t be going back with them Look at the photo I have taken re strength of wifi in my house top right corner not out and about to send strength of 4g photo”
“1st adviser unhelpful when trying to switch to sim only . 2nd adviser arranged a good deal so I agreed to stay . Nothing happened , called to see where my sim is to be told that the deal I had been promised was not possible. I complained and asked for the call to be listened to ... I missed 2 of the callbacks while at work, and you cannot call them back , waited all day the next day but they never attempted to call me back at all , and the 2 gentlemen I spoke to Mark and Richard did not seem to care . Still awaiting a call back still have not got my sim only deal . TERRIBLE . I have been a customer for over 13 years”
“EE mobile mobile phone company, worst phone company ever. Rude customer service from executive customer complaints management. I purchased a Oppo find X 5 mobile phone on a re contract for 2 years after EE recommend this phone to me. The phone is 3 months old and drops incoming and outgoing calls so either I have to ring the person again or they have to ring me again. The finger print identity only works a day then you have to keep redoing it. The ringer keeps switching off. The phone is a total nightmare.
I phoned EE waited 30 mins to be connected to be told there computers are all down ring back another day, 4 times I tried to get through to there technical center at the end after a 35 minutes wait I got through. After over 1 hour on the phone with them and them confirming there was a fault with the phone.
I was told someone would call me from there complaints department a executive manager.
Today I received a call from what I would say was the most unhelpful and rude person.
I was told my phone would be replaced with a refurbished phone which they could not guarantee might not have have scratches or marks on it and if it was faulty I would have to start the hole procedure over again. If I wasn't happy for this then I should contact Oppo mobile phone company to resolve the issue with them. Or to contact the ombudsman. Take it or leave it that's the only other we will give you.
So I have to take a reconditioned phone that may have problems or might be scratched or marks on it, or contact the phone manufacturers even though I bought the phone from EE or contact the ombudsman.
I said I don't want a phone that could be damaged or not work, when my phone is immaculate in condition but faulty. Why would I except a phone you can't guarantee will not be damaged. I was then told by EE that other was now cancelled and if I'm not happy contact the ombudsman.
So I now have a 3 months old phone which you can't use do to it dropping calls a 2 year contract paying monthly for a faulty phone.
Unbelievable rude company which cons customers.”
“Honestly regret ever joining EE. My bill has gone up 30 quid even with limits and they can't explain it after waiting nearly an hour on the phone to spend another hour being told they need to talk to other ee workers to find out only to be told it'll be sorted in the hour and now 6 hours on it is still there.
Don't bother with them, Three mobile is taking over as number 1 soon anyway.
EE, thank you for absolutely pitiful service and probably the most frustrating interactions of my life.”
“Changed to this company was with BT they have no customer service or a very poor one,waiting times for an advisor is absolutely ridiculous awful wished I'd never went with them”
“Second day with EE, called customer service took over half an hour to get through he couldn't help so I was given another number then the office was closed. Not a good start and I am thinking this might be the shortest contract I've ever had. Gutted! I hope they call me off the back of this and if they don't I will probably go back to Three. I know they aren't from around here but at least they sort stuff...”
“Expensive, capped data on mobile broadband, when they offered unlimited data to business customers. Device failed within a year, they twice accused me of having got their device from a third party supplier, and once I proved them wrong they openly admitted this device wasn't properly supported by their network. Disgusting service, fed a pack of lies from the off, and when I left then they tried to force me to stay one more month. £64 a month for 50gb dats, or unlimited for £26 a month with Three Mobile, tough choice, not. But being accused of lying by them, that is unforgivable! Never again”
“Absolutely appalling connection. I wouldn’t bother unless you want to spend every few days pulling your hair out because your wireless connection isn’t working again. Total waste of time and money”
“New ee SIM - impossible to register. Login to "Myee account" invariably says "invalid details" despite repeated attempts with CORRECT details. Online registration invariably brings message "that didn't work" or "system can't process this information at this time" despite repeated attempts to register with CORRECT information. Try to call 150 - "call not allowed" Ring help number on landline - automated message to "use online registration system". Money I put in to start using ee almost entirely used up in futile attempts to register and actually use ee. Many hours and many ££££ wasted on ee so far. I know I'll never get them back (ee seems to make sure you can't communicate with them) so I've cut my losses and will move back to my old service provider. Hard to believe such complete non service exists in this day. Slick advertising. Abominable service. One star is one too many.”
“It's a shame EE have fallen soo far, have been with them for 10 years now and suddenly all loyality rewards are gone and cant keep my old plan as it was too cheap, I now have to pay £14 more just to keep the rewards i had earned via loyality just because i wanted to change sim and number, all loyality gone so is my custom.”
“Not even worth one star been with EE…
Not even worth one star been with EE for long time and very good customer down graded my price plan phone last year and was told stay on sim price plan and when I upgraded any phone would not need to pay upfront cost and was rude with staff new did not know what she was doing with colleges helping her rude too and said my wait till next year to my contract ends next year august 2023 not happy not paying anything not more take me court long time loyalty customer keep it up EE number 1 in the uk 🇬🇧 that’s a lie keep it up and you won’t have no customers plus with o2 you can get same thing for £30 upfront cost how silly that EE wanted upfront £330 for same phone same everything lol
Date of experience: 09 September 2022”
“I AM UTTERLY DISGUSTED BY THE CUSTOMER SERVICE I HAVE RECEIVED FROM EE. i PAY £270/PM AND EE CAN'T SEND ME OUT A SIM IN 10 DAYS. I HAVE BEEN CUT OFF FROM ALL WITHOUT MY MOBILE NUMBER. THEY HOLDING ME TO A CONTRACT I CAN'T USE. LOST CLIENTS DUE TO THEIR INADEQUACY.. THE STAFF ARE RUDE AND UNHELPFUL. STAY AWAY PEOPLE, STAY AWAY!!! ORANGE WAS GREAT, THEY WERE AMAZING BUT EE REFUSE TO SEND OUT A SIM EVEN THOUGH I AM WILLING TO PAY FOR DPD OR A SERVICE THAT CAN PROVIDE THE MEANS TO DELIVER MY SIM AT A REASONABLE DATE (NOTE, IT HAS BEEN 10 DAYS). GO WITH ANY OTHER PROVIDER!! EE WILL LURE YOOU IN WITH ALL SORTS OF DEALS AND ONCE YOU'RE HOOKED, YOU'RE FRIED!!!!! STAY AWAY PEOPLE... THIS IS COMING FROM A CUSTOMER OF 23 YEARS... THANK YOU ORANGE BUT YOU HAVE FAILED WITH EE..”
“waiting over 2 weeks and counting for an insurance claim, the point of an insurance is so i dont pay the full cost of a new phone if anything does happen to my old phone and it gets replaced asap. Ar you guys even open?”
“The issue that I have experienced was: I ordered a Samsung Galaxy Z Fold 4 512gb Beige online under a student discount and I was expecting my new phone to be delivered in brand new conditions. However, despite correctly inputting my address, EE could even get the address wrong, and I did not receive my order until 3 days after the expected delivery date after I went out to chase the DPD van for three blocks.
The nightmare begin then, the phone was not properly packaged, and the seal was broken, despite it clearly stated in the box that I should not accept the phone if the seal was damaged. They did not bother to seal it back and the phone was let loose and some scratches to the phone were discovered.
I then spent the next week or so calling EE everyday, wasted 3 hours each day speaking to different people in different departments and getting different advice. Until I was promised the replacement phone will be sent out and my damaged phone will be picked up. That never happened since they cancelled the replacement delivery with no explanation.
I was frustrated so I went ahead and ordered another device from EE, then pick it up in-store, but just to find out the new delivery has also been opened and the seal was broken.
The entire process is a nightmare, I am getting different advice and is a complete waste of time.”
“Executive Office of CEO Marc Allera.
Phone 0800 9563074
Ask for Martin, Kathleen or Jan
They are tasked with dealing with complaints in a timely manner by Marc”
