“Been with EE/Orange 30+years and i have 4 phone contracts and my broadband , iv recently upgrades one of my phone (advertised nil deposit £55 per month ) to find on receipt of my new bill i have been charged double as they now state that you pay a month in advance not in arrears . i just think this should be mention when getting a new phone or upgrading as it might leave people in a bad situation when it comes to there 1st payment making people financially struggle .”
“I’m currently going through a really upsetting experience with EE, due to my brother having been taken advantage of in Westfields White City store. My brother went into the store at White City with the intention ONLY to upgrade his phone. He was apparently dealt with by over-zealous staff who managed to mis-sell him items that he did not need and is not even able to use, because he’s not tech savvy at all and is not good with gadgets. He is bipolar and is now suffering an ‘episode’, due to the situation. He returned to the store several times over the following month, trying to resolve the matter by returning the gadgets he had been ‘sold’, including an expensive galaxy phone that they persuaded him to buy by getting him to digitally ‘sign’ a loan agreement on a tablet. He did NOT even know he was signing a loan agreement! They refused to help him during these subsequent visits and it’s taken several phone calls to arrange that I be allowed to handle the issue going forward, due to his being too distressed and unwell to deal with the matter, so I’m now authorised to speak on his behalf. Despite this I was not happy or satisfied with the first couple conversations I’ve had with EE complaints people. The first agent in the executive team agreed that in this case he be allowed to return one item that he’d been sold, telling me it was a “goodwill gesture”, but he would still be left with the rest of the stuff (which he is not even able to use)! I requested her to put the offer in writing to me to consider but she refused.
Apparently I’m now left with the job of taking the matter to the financial services ombudsman and ofcom. I will contact trading standards and seek legal advice because no one should be treated so poorly. There won’t be any stone left unturned! I’m prepared to go to the media including the BBC watchdog program.
Apparently there’s a lot of aggressive mis-selling in these stores because nothing is recorded, but it’s particularly outrageous when it’s done to vulnerable people! Please don’t use the stores because they are not nice people and their complaints handlers, customer service and store staff don’t really wish to help. I am not giving up though because my brother can’t use the stuff, he can’t afford the stuff and he has so obviously been taken advantage of! It’s so wrong!😩😢””
“The aftersales service was very disappointing and downright pathetic. I purchased a smart TV on line from EE store on 20th May 2025 which was suppose to be delivered within 3-5 working days. The delivery was delayed and I had to chase the EE for an update on delivery date and only after repeated calls and emails they advised me they cannot provide any tracking number or delivery date and I should wait for the courier to contact me. I had holidays plans in the half term and had to cancel those because of delays in delivery and lack of any information. The delivery was finally made 31 May after 11 working days. The delays disrupted my holiday plans and I was forced to cancel my family holidays which caused me financial loss. The EE management did not provide any details of the delivery and pushed my request to couriers which did not help.”
“My god this company. Just atrocious. Every single time we sign a contract they take over the Netflix reseller agreement. They mess it up and we end up paying two Netflix subscriptions. Every single time.”
“Very Disappointed with EE – Poor Service and Pushy Sales
I placed an order online with EE on Thursday 22nd May 2025 for an iPhone 16 Pro on contract. I got a confirmation email saying my order had gone through and I’d receive my phone soon. Not long after, I got a text from EE asking me to contact customer service. When I called, I was told I had to go into an EE store with photo ID and proof of address for security reasons.
I did as asked and took my passport and utility bill to a local EE shop. The staff there checked everything and confirmed it was fine. However, the assistant was very pushy about selling me EE broadband. He kept going on about the benefits, even though I told him I was happy with my current broadband. Eventually, I gave in and agreed to add EE broadband. I then got confirmation that it had been added to my phone contract, which increased the monthly cost.
The next day, I received the EE broadband kit in the post – but nothing about the iPhone. No updates, no delivery, nothing.
I rang EE several times. The first person I spoke to was quite rude, especially when I mentioned how pushy the store assistant had been. He even hung up on me. I called again and spoke to someone named Thomas, who was polite and said he’d look into it and call me back before 2pm on 26th May. I never heard back from him.
So I called again, and this time spoke to someone called Calum. He checked and told me my phone order still hadn’t been processed. By this point, I’d lost confidence in EE and told him I wanted to cancel everything. To be fair, Calum handled the cancellation professionally and sorted it all quickly.
This was my first time trying EE and I’m really disappointed. I only considered switching because my current provider, Three, has poor signal – but at least their customer service is excellent, which is more than I can say for EE.
Hopefully EE takes this as honest feedback and improves how they treat new customers.”
“This is the worst company ever, we changed from BT after 20 years to EE and every other day of problems with freezing internet broadband etc, constantly resetting and new router posted to us and still having problems, however to move back to BT a charge of over £120 cancelation fee 🤬🤬, since speaking with direct technical support today and engineer calling out next week to try rectify problems, worst regret moving to EE”
“I was with BT who were fine but weren't perfect. Since it's become EE/BT it's been total rubbish. Most recently, I contacted them 2 weeks ago to tell them I was moving house and booked an engineer for the install. The engineer never turned up - they claim some bug meant my old address went in so they just cancelled the booking without contacting me - and now the next nearest install they can do is nearly 3 weeks away. So they've left me at my new house, unable to work from home because they totally failed in one of their most basic tasks.
No one who I spoke to seemed to have any sympathy for the situation they've left me and my partner in. I've gone to the communication ombudsman this morning and I hope EE get hammered. I'll be leaving them as soon as I can after I get some compensation.”
“DO NOT JOIN EE. Rubbish and overpriced deals and very difficult to contact them to sort things out. I’ve just received a massive bill from them, which I plan to dispute as I believe they’re trying to cheat me out of money. I will make sure my friends, family, and anyone else doesn’t make the mistake I did and join EE.”
“Almost impossible to reach EE if one is attempting to renew an eSIM card from outside the UK. The phone number given just doesn't accept calls (and I tried on multiple phones and computers. Frustrated and not best pleased. No email. When registering on the app I get asked to verify my address (slow but it works). Then when I am asked to verify my phone number no code from EE though I tried a bunch of times and with more than one number. No email communications possible. No access to the Help function on the app unless one can get through verification (no verification possible if the company doesn't call). Bad, bad access.”
“Please do not go with EE, especially Hastings branch.
They have the worst customer service i have ever had.
They do not actually know how to TCF and clearly do not follow any customer service skills or trainings themselves.
I had the pleasure of dealing with the senior manger Luke there on Tuesday and i have to say he basically asked me why i was there for a pre booked appointment which he turned up 40 minutes late for to then tell me he wasnt going to help me or even attempt to find out what the problem was. Rudest man i have ever had to deal with, then his manager has contacted me today offering no apologies or solutions.
Please dont get yourself in a contract with these guys, their witi is awful and they are currently loosing me money on my online business daily.
Worst network provider i have ever dealt with.”
“I added a bolton, so i could call my husband abroad. Then my bill after 4 calls was £360! They turned around and said it was the wrong bolton, obviously i wouldn't have picked that if i knew. The app just isnt very user friendly. There was no empathy or understanding for the situation. Why would i knowingly put myself in that position”
“I signed up with EE in October to install fiber internet at my new home. They assured me that fast fiber was available in my area and installation would be smooth. Unfortunately, my experience was anything but.
Over the course of four months, I dealt with multiple missed appointments, poorly coordinated engineer visits, and countless delays. On one occasion, an engineer came to my home to complete the indoor installation but realized no external work had been done. He spent an hour on the phone only to inform me that no proper planning had been completed. This led to the job being escalated multiple times (seven, to be precise), but nothing changed.
Throughout this ordeal, I spoke to over 15 different representatives and was given conflicting information repeatedly. Plans were changed six times before reverting to the original, which delayed the process even further. At one point, I was told they needed permission to close the road for external work, despite it being a one-way street. Every time I thought progress was being made, my installation date was postponed—October became January, then February, and now March.
To make matters worse, many of the EE agents I spoke to were dismissive and rude, telling me it was “normal” for installation to take three or four months. This level of service and customer care is unacceptable, especially when I’m paying for a service that has yet to be delivered.
Out of frustration, I contacted Virgin Media. Within a week, they completed all the external work needed, gave me a firm installation date, and were nothing but professional throughout the process. I’m happy to say that Virgin Media will complete my full installation this Saturday.
This experience has made it clear to me how important reliable service and customer care are. I cannot recommend EE for fiber installation based on my experience, but I highly commend Virgin Media for their efficiency and professionalism.”
“Please do not trust the advisor who tells you to cancel direct debit knowingly you will get a final bill. Then they send the debt collecting agency on you and mark your credit profile as default without your knowledge. EE will claim they send you letter when you have not received a single communication. Please stay away from EE.”
“Extremely Poor Customer Service at EE, Brent Cross Branch
I visited the EE branch in Brent Cross to replace my SIM card, and the experience was extremely disappointing. After waiting a long time to be served, I was finally attended to by someone named Tom. Despite presenting valid identification (a UK driver’s license), he insisted on taking a photo of me. When I refused and explained that this was not allowed, he refused to provide me with the new SIM card or activate my service.
Tom’s unprofessional behavior and apparent lack of understanding of the rules wasted my time and left me with a very negative impression of EE. I expected better from a company of this reputation, and I hope this issue is addressed appropriately.”
“I recently moved my broadband,TV over to EE from Sky. We already have 2 x mobiles with EE so we now have everything with them. I firstly had problems with EE not cancelling my current deal with Sky. Then the hardware didn't turn up for the broadband when I was due to connect so we had no internet. Not ideal when there are 2 x people in the house that work from home. Then to top it the phone number wrong I had a number that didn't even have the correct area code. It took 2 weeks nearly to get my old number back. I have made 5 x journeys to the EE store that is 12 miles away this being where I placed the order. Also several calls to 150 and they were only prepared to offer me £30 compensation. This doesn't even cover the fuel costs for the journeys I made. The customer service is shocking and I'm starting to wish I had remained with Sky.”
