“brought my son a tablet but it was all paid in full and for 6 months they’ve been charging me for SIM card that goes in it but this sim has never been used or inserted in tablet of which they should be able to tell , if I don’t get refunded then I’m closing account down a cancelling direct debit”
“Definitely steer clear of EE if you're in the Bristol area. They say they have good coverage, and yet their customer support team have said a number of times there are areas in bristol they are having issues and they're working to rectify them.
I now have a phone and contract that I can't use properly without wifi internet connection.”
“I have been an EE/ Orange customer for 27 consecutive years. I have three phones on my account.
My brand new iPhone 13 had problems with charge from the start. I took it to the local EE shop, where they advised me to close down apps and reduce data.
Unfortunately, this did not help and by the time I contacted EE , I was told that the phone was out of the 30 day return period..
EE complaints office said that they were very sorry and that they will send a letter with a link to the Ombudsman.
I now have a new phone which overheats when I charge it or make a call over ten minutes, is probably a fire danger and has a battery that drains 5 times faster than a comparable phone.
Will I stay with EE - - -”
“Would give 0 stars if I could.
Currently paying £90+ a month to EE mobile for 2 mobile contracts (one of which is a SIM only) and a data package for an iPad. Wanted to cancel the SIM only (£15/m) as J needs a new phone so we need another full contract.
EE want to charge me £47/m for the privilege of upgrading my contract (with 25GB data). I can get the same phone, same spec but unlimited data, on Tesco for £28/m (once taking 10% employee friends and family discount into account).
I've been with EE for over a decade. They've charged me more and more every year for the same (or even worse) packages. To upgrade is free, but obviously far more cost per month than to cancel - which comes with a hefty £238 cancellation fee. They won't offer any discount as goodwill gesture/ long-term customer loyalty/ anything - either to the termination fee, or to the other contracts I have, making it worth staying.
They will NOT even attempt to price match any other provider. Their customer service department are so rude and stuck up that they insist that they are the best and you'd be mad to even consider another provider (yes, they said this). Tesco, allegedly, are a farce because all they do is sell stock cubes (yes, they also said this!).
What they don't know, is they were on speaker, while I was IN Tesco! The advisor there said that if she spoke to a customer the way I was spoken to, she'd get fired on the spot.
Was on the phone for 42 minutes and eventually I left Tesco empty handed, still tied in to EE, and in tears at how I'd been treated by their customer service.”
“My worse nightmare. Was with Vodafone had no problems, but my husband has 2 we lines so we close mine and he transferred one of his lines to me.
Today is day 5 of experiencing ee. I can’t receive calls at work, can’t make calls either. This has actually affected my line of work as I happen to be in a management position, my staff don’t understand why they can’t reach me.
I don’t have a good network at home either. I called EE, they confirmed they have an ongoing issue and unfortunately nothing can can be done.
I asked to cancel the contract, they said that would cost me over 400.00
EE doesn’t care about their customers, anyone with EE at my work place in Walthamstow cannot receive calls except outside the branch.
I get a trail of missed calls and text messages as soon as I leave work.
It seem to be all about profits not customers because from my research, this issue has been there for years!”
“AWFUL customer service. Had to log a complaint with Ofcom to even get through to someone that could send me a simple email. Utter joke and if you're thinking of joining EE - DON'T!!!”
“Absolutely diabolical treatment from EE. Left after 11 years of being a customer. Greedy, not helpful, not accessible and as soon as you say you want to leave you get treated even worse. Glad I left.”
“Horrendous.
Effectively thieves.
Signed 24 month contract, 2 months later they hike price by 32% plus always add random extra charges I didn't use (despite a cap for any extra charges too).
Awful signal... rely on WiFi to use phone.
Avoid at all costs. I'm counting down to end my contract and luckily prevented few family members from suffering EEs abuse”
“Dear My Community,
I **made a complaint** this morning, **Sunday the 16th of July 2023**. And within two hours, **the case was closed by the manager without even talking to me**. And **my case was not solved**. I wanted something simple. **Really sad to see EE going down the hill due to poor customer service and lack of real manager support**.
Hi from EE, thanks for getting in touch with us recently. Your case (ref: ID20975623) has been closed. If you'd like to discuss this issue further, please call us on 150 from your EE mobile. Please visit for further information on our Complaints Code of Practice.
Thank you Michael B for your reply just to give you a heads up. I have spoken to a woman from the executive solution. Her name is Bethany a.k.a. Beth who did not want to even look at my case and said to me that I am the highest level and I will refer you to the financial ombudsman, so I’ll send you a letter within the next 24 hours and just write to them. She was **rude and harsh**.”
“We were told switching to fibre would be easy. Don’t believe that for one minute. All your internet devices go offline, and then you have to search for passwords to reset them. Pitifully unhelpful.”
“I went to EE Store where I got my phone contract from in Streatham I was told to leave the shop because I asked why they’ve opened late while I waited for shop to open then went to Brixton to be sent to Tooting Broadway I find EE staff very rude and disrespectful soon as my contact ends I’ll be happy to leave”
“I was trying to speak to someone as my elderly mother (90) forgot to cancel her sim and has been paying £30 per month. I needed to speak to speak to someone. I phoned and was told it was £3.60 for them to answer call and £3.60 per minute after. After pressing all the buttons taking me through different departments and fully aware that time was clocking on. An automated voice told me I was in a queue and it would take 20 minutes. My maths told me the call would cost me £79.20. Unbelievable! Outrageous! Pure robbery. EE should be ashamed!”
“It’s unbelievable, but a mobile provider as EE cannot be reached by email. As a long-standing customer, I was offered in September last year to combine my existing landline and mobile phone contracts and if I signed a 24-month contract I would only pay £40 more than before, including an iPhone Pro Max 14. No confirmation of this agreement was ever sent to me. So when I got my first mobile phone bill, the total bill was £70 more than before. So the cost of the iPhone over 24 months is £1656. I complained several times by phone, but ihre customer service said that the contract runs for 24 months and my problem is if I didn't cancel it immediately after conclusion. However, I never received any documents apart from the first invoice. I’m extremely disappointed with this company. At Vodafone both contracts (mobile and landline) including iPhone would cost £55 less per month - 1320,-£ less in 24 months.
Update July 3rd:
As you can see I got an answer from Sam. He asked me to contact EE by twitter or Facebook. I wrote a message by Facebook (with a copy of Sam‘s answer) - no reaction from EE so far… best customer service ever👍
Update 04 of July:
Looking at your account Andreas, as your contract end date is the 15th of September 2024, if you requested a cancellation today, there would be an early termination fee of £1546.66 to pay.
„Each year Adreas, we adjust the prices of our products and services in-line with the Consumer Price Index (CPI) rate of inflation, plus 3.9%. Our price changes go ahead from 31st March, and we sent you a text about these changes on the 4th of March. We’ve been upfront about our price changes when customers agreed to their contract, so customers always know where they stand.“
Incidentally, this is only about the cancellation of the mobile phone contract. They now refuse to accept a termination for September 24 2024. „That is technically not possible.“ And of course I have to give notice six weeks in advance, otherwise the contract will be automatically extended for another two years (on the same terms). The termination of my landline contract is similar but cannot be processed.
The agreement at the time was that instead of paying £51 per month for mobile and landline connection - I would pay around £92 (i.e. £40 per month) more per month for the next two years - including a new iPhone 14.
That would have been an additional cost of over £960 for the iPhone. The price was very fair. Instead, I was first billed £132 and now it's £139.72 after a price increase. (Of course the iPhone add-on price goes up too. This means the price of the iPhone has also increased for the next two years). So before (without phone) 51,-/ monthly and now 139,72 £.
So each month 88,72£ (1064,-£ / year) more in 2 years around 2000,- for the extra iphone.”
