“Worse signal only good ads. And then try to cancel the contract 2 days after signed, due to the rubbish signal. No one helps in shop or phone, you returned the sum, but pay for 3 months constantly going and calling wasting hours to lose 60 and get only 9 refunded for no service or terrible service no phone line. Worse of all possible. DO NOT FALL FOR THOSE SIGNAL ADS, NOT TRUTH!!!”
“I had the hardest time canceling my two lines and internet with them. My international minutes didn’t include certain countries and while canceling they charged 24 months. Might as well make us pay 24 months in advance… why even bother to give us a monthly service.
Fastest service maybe … but customer friendly service… absolutely not.
Have been even paying roaming for months now as I travel extensively.
Which is quite steep just for data use”
“Tied into fifty quid a month contract with 1 bar of signal and constant dropouts throughout pandemic only to be told signal is fine then have my dispute blocked at ombudsman.. these guys are the worst”
“Appalling behaviour to my father who is terminally ill. He wanted to end his contract because of illness and they kept passing him from one customer service person to another. Cancellations would try and prevent him from ending the contract. He was very rattled by it.
Just vile.”
“I've been a loyal customer with EE since 1997, some 25 years. I have the whole family with EE, 4 contacts over £150 a month. It's my daughters birthday, and I wanted to upgrade to an iPhone 13 as a surprise; however, I needed to pay £45 for the pleasure early upgrade fee. Because I wanted a surprise I paid it as my daughter would never guess. I mentioned on call and asked them not to contact her, its a surprise. So on Saturday, a day earlier than when was agreed to deliver. The man from Enjoy/BT called my daughter, asking if he could come early to deliver a new phone as he was in the area. My daughters whole surprise was now ruined, and I was so upset. I called the man, and he said that he is only a contractor at 'enjoy' working for BT and the information was not on the system to only call me. The man at 'enjoy' was extremely sorry, and he said if he could wipe the early upgraded fee to apologise, he would, but he couldn't. I then phone EE for an explanation of how this had happened. The next person I spoke to was also apologetic and was truly upset that my daughters surprise had been ruined. He said he would get his manager to call as there was nothing he could do. The manager did call and was so rude. Not sympathetic at all . Offered 20 credit as a good will gesture. I then said I would be happy if you credit back the early upgrade fee of £45 as the whole point of the upgrade had been ruined. She point blank, said no, "We have provided you with the service we agreed." I then explained the 25 years, 4 contracts and loyalty not count for anything. she then told me I could always use a different provider. Hence, to say. I will sadly be leaving EE when all 4 contract come to their end. I never had such an appaulling service; she was rude and unsympathetic to my situation. Just because EE are a big company, they need to remember it's all the small people that make them big. Bye-bye EE after 25 years.”
“Visited EE store in Worthing yesterday & spoke with Aston your customer advisor. Aston was extremely kind, knowledgeable & couldn't have been more helpful. A really nice chap & a credit to your organization. Thank you so much for sorting out my new mobile phone. A pleasure to have met you.”
“I have been an EE customer since 2009, sadly when I recently went to upgrade my phone I have experienced the most appalling customer service.
I was unhappy with the offers available and misinformation provided, so I queried this with the customer advisor, only to be laughed at. The next person I spoke with under his breath called me a “b***h”. I have raised complaints about these incidents but I am yet to speak to a Manager.
This has been ongoing for a month now.
I tried to speak with a manager again on Thursday only to yet again be treated in the most unprofessional way - this time the customer advisor started quizzing me about my complaint, I repeated that I wished to speak with a manager only to be told they would “only say sorry” & “what else did I want?”, additionally during this call there has been a GDPR breach.
Having been a loyal customer for years, I am utterly appalled the staff’s behaviour, clearly EE don’t take complaints seriously & staff are not following their own complaints policy and breaking the law.
All I wanted was to upgrade my phone!
EE - when you respond to this review:
Yes, I have also raised it on your website. If this is not actioned promptly I will be left with no choice other than to escalate this to the regulator.”
“Been missold a contract on the 31st of December, been told we can share data within 3 accounts and now we can only do on 2 after the upgrade date, being now forced to upgrade me dad's account for him to be gifted data, being told that we can't apply a family and friends discount to a sim only that is based on EE's website for 14 quid amonth, Zoe was not bothered to provide an accurate information along side with the manager not being bothered to get involved, absolute shocking and I use to work for the company, absolute shocking service !”
“Had the absolute worst experience with EE. Got a contract, was disappointed with signal quality and cancelled after 10 days. 3 months and many phone calls later, they still did not manage to update their records and now I'm getting threatening letters from debt collection agency!! Stay away from EE at all costs.”
“take a deposit for phone then reject you, dont get money back for 14 days, everytime I got to customer service it cut out ill stay with vodafone only went and ordered off EE because it was only place that had phone in stock.”
“Omg what great service I had to day from a beautiful young lady called Milly Today , EE should be so proud your employer did not try and just sell me any phone , she helped me so much as a older customer and tryed to explain as much as she could , let me go and look on line and see which one I would like , I phoned back asking to talk to her only to be told she was not working to day ! I new she was as she told me untill 8pm . So phoned back and was so so lucky to of got her again , what a great member of staff you have . Thank you so so much Milly ❤️”
“Excellent service from Kyle at the Weston-super-Mare store. Very accommodating, knowledgeable and interactive. You can tell he is very good at his job. Best service ever. Thank you Kyle”
“Very good at selling (lying) not so good at actually offering a service
After many years of using a pay as you go plan I was called with an offer for a Sim Access plan, as I travel often I asked the representative if my access to roaming would remain the same (she reassured me it would). A few months later I am now abroad, my roaming hasnt activated and EE tell me its because that is deactivated on sim access plans and my only option is to "keep paying on time and upgrade to another plan". I am now unable to access my mobile banking because I cant verify 2fa as my roaming is off. So no money, no phone, on holiday and EE refuses to do anything to help.”
“I would like to give some positive feedback about 2 members of staff at the EE Store Unit 3, Imperial Park, Wills Way, Bristol BS13 7TJ. My partner and I went in for my phone to be sent away for repair and also for my partner to upgrade his phone with EE. We were given such professional service and help by Richie and Emily who were both so courteous, patient and committed to making sure we were happy with the end results. Thank you. . Thank you – it is a breath of fresh air to find such approachable staff.”
