“Absolute joke, for such a large company. They mislead have no real structure in place and the “customer service” team just spin the customers in a web of lies to avoid dealing with the issue at hand
I was an iphone 12 contract. I was told the phone would arrive at my address the next day. The phone was sent to the wrong address even after i confirmed the correct the address and checked the sales agent took it down correctly.
I spent two weeks chasing the item through DPD, mutliple agents and managers at EE and their returns team. The general attitude was ‘its not our problem once its with DPD. Eventually speaking to a manager he realised how appalling this was but said i would have to wait another week for them to receive the item and then the contract would be cancelled and i would need to take out the contract and go through the whole process again.
The point is they have no system, the agents are untrained. They are solely concerned with taking payment and then absolving themselves of any issues you have once youve made your payment. I was with them for 15 years and now i will never return to them. Do not fall in the trap!!”
“Charlotte, in the insurance cancellation department for EE uk I can't believe is actually employed and paid for anything at all. After my experience with her I would advise that before like myself she makes anyone's else cancel with EE after speaking with such an oppinonated judgemental rude and unprofessional woman that EE employs to give customer service to that full training or termination of her contract is needed, I mean if at the first minor hurdle a call handler looks to lie and exit from dealing with what she's being paid to resolve or help deal with then it's beyond me what paying a salary to defect accuse and not deal with a cancellation or complaints is for at all. absolutely shocking behaviour I would fire this lady in a second. 20/3/22 call 16:20.”
“What a bunch off lies. I have upgraded my phone in Feb on a smart benefit. My by sport has not been working for over a month and they still resolve the issue. I refused to pay my bill. They had the cheek to credit me £15 as it cost £5 a month for by sport. I then explained that I am pay for. Smart plan not a separate plan and they are breaching there contract. They are fairly quick to cut off your phone and also take money but when they are at fault they come out with excuses and think that we are stupid. I asked the guy to tell me where it says that it's a fiver extra for bt sport on contract and he couldn't as it says smart plan. Then they tell me that bt sport is free but it's not cause I'm paying a smart plan.they are breaching their contract and they know it but not willing to compromise. Been with them for 20 years and never missed my bill but this is their loyalty, makes me laugh, also vot d best customer service for 8 years that a even bigger joke as they are probably paying for that status”
“Terrible customer service, I was sold an iPhone 7 with a measly 32GB which was overpriced and not a great deal. The market has since moved on but I am still tied into a contract with EE. Add to that that they’ve charged me for an add-on which I’ve been trying to remove for months and you are looking at £32+ a month for an iPhone 7! Are these people deluded or what? They already know I am going elsewhere and they are trying to make as much money as possible before losing my business. EE is a terrible company to deal with and I have been with them for 4-5+ years they are horrendous and not worth the money. It was a hard decision to join EE because my previous provider was doing a good job and there was a lot of competition but it’s fair to say it won’t be a hard decision leaving EE. I’m not surprised to see EE has a really low rating and that many people are unhappy with their customer service.”
“Worst company to trust.
I am Ee customer for long time and because of prices going up I decided to go for my upgrade on cheaper option even at cost of service.
I was convinced to get nearly same deal whst I get on three just little bit extra and I was assured I will be getting phone next day.
12 days, no news, no phone and I even have to pay for previous contract.
When tried for some information been rudely told I should keep paying until phone arrives and they font know when will it arrive.
Horrible customer service and very un reliable company to stay with for whole 2 year contract.
They dont have information and they are not going to provide any compensation or at least move me to next contract as I was mis sold new contract but everything fall on deaf ear.”
“I’ve had to report EE to the equality advisory support group today as they do not take into account peoples mental health issues. An advisor today threatened me and for somebody with mental health this is a massive NO! This was due to the fact they would not accept my complaint over poor customer service. I’m glad they provided more evidence to prove that but it’s come at a cost… my health. And they won’t appologise appropriately the amount of hours that I’ve counted to try get them to understand where they had gone wrong in customer care was clocked up to be 13hrs. Would have been more had I have thought about counting every hour”
“Abysmal coverage. Rare event when I can make or recieve calls without changing location, often by several miles. Message delivery can take 18 hours or more”
“Like many others here, I am absolutely disgusted by the misleading way they do business, and their non existent customer service.
And they outright lie saying they'd help people with financial difficulties. They're putting my price up around 10% after just 2 months being with them, it's a joke. If I want to leave I have to pay over £800, it's sickening. Literally the worst phone provider I've ever been with.”
“EE keep increasing the price, price increases that are higher than the said 3,9 percent? then they want a cancellation fee that's higher than just finishing the contract, the contract that I didn't even know I had? As its a sim only didn't even get a phone, it's not about the affordability EE, but the principle, feel so trapped and tricked, I requested copies of the recorded calls they said they would give it to me but never heard anything again, would strongly advise people to use other network providers, how can they even treat people this way? Does the FCA monitor network providers? What happened to treating customers fairly?”
“Premium pricing about to get even more premium. They lock you into 18 month contracts and you can do nothing to get out unless you want to take out a mortgage, and put through 10% price increases you can’t get out off. Also customer service is woeful, so why are you even paying a premium? Just go with a cheaper alternative like Vodafone”
“It’s hilarious that responses from EE on here state they are committed to helping clients with financial hardship as this is categorically false. I contacted EE for help as I could no longer afford my bill due to complications with my job due to coronavirus and other significant personal hardship. They said there was nothing they can do. I then had my phone robbed. I had a crime ref number and EE blocked the device which is proof I am no longer using the device nor is anyone else. Still, EE refused to offer me any help or reduce my payments, given I’ve now had to buy a new phone and I’m paying a bill I could no longer afford in the first place due to extenuating circumstances. Now, like a sick joke to top it off, they are INCREASING my bill by 10%. Your service absolutely disgusts me and everyone I have shared this experience with. Stop banging on about your connectivity, it’s 2022, I know nobody on any other network that struggles with signal or whose signal availability differs from yours. I will never use your service again once my contract is up and several friends and family members of mine will be doing the same. Shocking, do not use them.”
“Another upgrade trade in cockup, within 28 days told.then receive trade in pack needs returning by 7th ?? 1st call being despatched tomorrow may delivery Saturday probably Monday ?? WTF then told 7 days on next call,Then next call back to 28.does no one communicate with one another there ???? Website says 7, Embarrassing to say the least…contact on social media just get the same copy and paste reply that they have used for years…..i suggest they use some of the scandalous price increase for staff training in particular on customer service”
“Entered into a contract with EE recently for mobile broadband and have today received an email saying they are increasing my price by 3.9% from March! Seriously.”
“Absolute waste of money, time and effort dealing with EE!!!
Data coverage is terrible in most areas, 5G is extremely rare.
The customer service is extremely sub-standard, I left after just nine months of being with them.”
“Been with ee 10 years and can't yo leave them soon as my contract is up staff are a joke so unhelpful would recommend 4 weeks to refund my money that was there mistake”
“HIGHLY NOT RECOMMENDED
I don't want to give even a single star as I had very bad experience with EEat time if my upgrading. Very disappointed. They do miscommitment. Going to switch to another network. Not happy with the customer service.
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“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!!!”
