“1. Miss sold broadband with my mobile, was told there would be no charge ended up being charged £65.
2. Phone was not set up properly so was without 4g for a week.
3. They did not set up my direct debit.
3. Main phone line was switched off when they were meant to cancel my other line.
4. They took £600 out of my account which left me overdrawn, it was their fault but when calling them they said it would not be back in my account for 5 working days. I had to call my bank to get them to put the money in.
5. Supposed to get compensation for the trouble and amount of times i have had to call them in my bank but still have not received it.
6. Never gave me the call back that was promised, that was supposed to confirm money going back to my account and that everything was finally set up properly.
Many other mistakes have been made by them since I got my new phone (only 2 months ago), these are just the ones I can remember. I would like to leave them and take them to court for all the trouble and anxiety it has caused me but to be honest I just want a phone that works and to not receive texts saying I have not paid bills that should have been set up by them months ago.
All the staff are friendly and say that everything should sorted but every 2 weeks a new problem arises.
I never had trouble with T Mobile, very annoying it has changed to ee.
DON'T USE EE. PRACTICALLY CRIMINAL.”
“I did order an iphone 7 which was shown as in stock even thou they have not got that model...no one bothered to let me know that. They changed my oder and sent another phone out. by the time I find a better phone deal through a third party (with EE contract!!!) which EE was not able to match... seriously? EE declined me on that one saying that the iphone 7 is in the post... Now I have no phone and has to wait until the 7 come bask to their warehouse (even thou DPD confirmed that they are returning it...!!!). And cannot even go to another supplier as I would not pass the credit check again. I was on phone with 8 different person for at least 3 hours. not a happy customer to be.”
“Multiple reasons for giving this company a bad review from there broadband and a separate mobile phone contract.
Had a phone contract cancelled due to miss payments which when billed I played in full for the cancellation, 6 months later I get a bull saying I owe £300 for miss payments and another cancellation. Turned out they renewed my policy after they themselves cancelled the policy.
Love on to the second problem with broadband, moved house and changed broadband over, it has now been 2 weeks and we have still not had the internet transferred over to our new place and we are paying £32 alone for Broadband.
A lot better services out there, try Virgin or Sky as they have much better customer service and are quick to transfer internet if you move house. E.g Virgin took 2 days and EE ask for 2 weeks which they still haven't met.”
“No service from our mast again. Calls sent to me not getting through.
SOS calls out only. Happens too often.
Will have to part company for another provider if this goes on much longer.
A pity !”
“Popped into EE Dartford Kent this morning, the staff in there were probably the most disengaging people that I have met for a very long time. The Manager or the person who appeared to be a little senior (?) was not concise in what he was trying to tell me, meaning he did not explain effectively with information held on the screen inaccurate. He and his colleague stood there boggle eyed staring as if I was some kind of Alien, not one smile or how can we help you today madam!! Seems like manners are truly "outta data" with the EE Team….What a miserable bunch. Then again, if I was stuck in a store in a centre just watching people go by and relying on hard sales, I think that I might also lack lustre..”
“Loyal Customer - Hugely Disappointed.
Today i contacted Customer Services via the Online Chat as my phone iphone 6 for the 3rd time randomly shut off. This time we couldn't get it to recover. as EE are the provider of my phone i contacted them after half an hour of it not switching back on.
explained the situation and asked how we could go about fixing the problem. i was asked some Troubleshooting questions went through all that still nothing.
I asked the CS staff member about replacing\upgrading my device as this clearly wasn't coming back on and now phoneless. i pay for a service i now can no longer use.
I was told they would want £200 to have an early upgrade, and close our the contract or send off for repair. and that because i have a very fine hairline crack on the screen i am not eligible for anything else, also was repeatedly told that the crack on the phone is the underline problem why my phone isnt working. i explained the slight crack happened over nearly 2 years ago and my issue has only happened in the last 4 weeks. I was told my issue is not a Network issue there for its not EE's problem. In my utter disbelief, i contacted Apple directly for further help. this has now been 4 hours my phone is not turning back on.
Apple ran through troubleshooting stuff with me again and again nothing. in panic and fear that i've lost everything.... i drive 50mins to the nearest Apple store and wait another 3 hours to be told my phone is DEAD. nothing they can do its gone! every trick the Tech guys could try did nothing, no life in it device is finished. I asked if the crack on my phone was the reason and they said NO! its the device nothing to do with the screen. My only option is a new phone. It cant be repaired. HEARTBROKEN.
I come home 8:30pm call EE immediately and am left on hold for 25mins because they can't be arsed to answer the phone because they are closing at 9pm.
i have had the worst experience ever with EE today. a loyal customer for many years now has No phone, a monthly contract to pay for a service i now cant use. and no means of obtaining another phone. What a waste of money and time! £200 early upgrade what a rip off! i just want a working phone, im not interensted in the new realises. just a working iphone 6! like the one im paying for!!!!!! .
DONT EVER GO WITH EE because to them if its not a network issue they dont care!”
“Internet you buy does not roll over. I have spent a small fortune in the time I have been with EE. Looking forward to end of contract. The people in store have always been pleasant but I don’t like the people on the phones as much. Basically it costs too much and they really don’t care .”
“Worst customer service ever. Call plenty of time due to lack of broadband connection. Never fixed, never offer a solution... I will change provider as soon as the bloody contract finish.”
“Awful customer service!
The advice I received in the Finsbury Park store cost me an extra £600 in two months.
Their Solution: 'The staff in the store advised you incorrectly, there is nothing I can do'
Rubbish Signal
Terrible contract offers
Vodafone all the way”
“Advisor was rude by talking all over you not listening to what you are saying.. transfered to manager that was even worser apauling service manager started doing the same talking all over you, laughing and gigging arogant and put a complaing went to dead lock they gave me a worst offer then manager and the lady was boasting that its final desicion then its up to you but if she read notes she would of seen offer then considered itt... its a joke ppl like them disgrace the company”
“After being with T-Mobile for probably 20+ years I noticed the service starting to drop off as soon as Orange merged with them..
After renewal of my contract they sent me a faulty phone. After maybe 3 or 4 months they still refused to send me a new phone that worked so I ended up having to buy one myself... and I still had to finish off my 22 month contract with EE.
I never received any apologies or any explanations nor did I ever receive any kind of reimbursement.
This company is all about pennies pounds and profit..... customers/people do not feature in their ethical standards.
I would not never recommend anyone joining EE.
The levels of customer care and customer support or virtually nonexistent assuming that you can actually get through to an actual person. . .”
“I am extremely furious because I bought an internet service and it does not work in Europe, I would like to cancel because I have 2 plans and I am disabled, I have to stay 24 months with a product that does not work in Europe, I travel too much and I can not use it because I do not it works. I asked to change for another service in this case. EE really does things that do not exist, I want to cancel a plan and I'm forced to continue paying for a service that does not meet my needs.”
“I been with this company for 3 years now, and the past year has been the worse experience Iv ever seen, I upgraded a year ago on the phone, they miss sold me a 24 month contract as a 12 month contract and will not follow on the agreement so they tied me down without me even knowing it at £80 a month, I also have insurance with them, I claimed and got told I had a fee of a £100 that I never knew about.. After all this as you can imagine I was angry, so I payed for the iPhone to be unlocked that they stated would take up to 10 days, 10 days have passed and still haven't had the code, so I contact customer service and they say all they can do is start the claim again, so I would advise anyone to go elsewhere and not even consider going with EE!!”
“I would actually give no stars if this was possible. I have never encountered a company so intent on using get out clauses, to avoid facilitating a repair to an iphone. If an iphone is out of warranty (over one year old, Apple are the only phone company to give a year, most other phone companies give 2 years) and you are in a 2 year contract you will find yourself trapped without a phone. Apple will not repair it for free and neither will EE. Now, EE know this when they tell you to make an appointment with the nearest Apple store after all other technical options have been tried and unsuccessful. But, they neglect to tell us stupidly trusting customers. They lead us to believe that our phones will be mended or replaced. Our nearest Apple store involved a 65 mile round trip. Only when we arrived at the store did we learn that Apple would not repair it free. We then went to an EE store armed with an Apple technical print out, detailing damage to the phone and offers of a replacement which needed EE approval. The member of staff and Manager in EE store (Brighton) quoted, parrot fashion, the consumer act to their advantage to pass the onus back onto us. They were smug, snide and totally dismissive and were intent on embarrassing us in a shop full of people. Unforgivable. They eventually said they could send the phone to be mended at our expense but if we wanted a loan phone this would cost an extra £150 on top of the repair. That is not customer service in any shape or form. Any company worth its salt and who values customer return business, would offer a goodwill repair or replacement if the customer is still in contract. It is not an unreasonable consumer assumption, to expect a phone that is taken out on a 2 year contract to at least last the duration of the contract and be fit for purpose. Shame on you EE. We are customers by default, having initially been with Orange for 12 years and never encountering such issues until EE took them over. To have to fight for what should be a given is bad enough. But to deliberately ignore acts of consumer rights and spout areas to fit your own agenda, really sums up your attitude and sense of loyalty to your client base. If consumer acts jargon appear flexible enough for your staff to continually quote in an attempt to wangle out of your responsibilities, then the flip side is, they are flexible enough to be applicable for you to honour your responsibilities. When our contracts are up we will not be renewing with EE. You treat your customers with utter contempt.”
