“Last month I exceeded my voice allowance, not by a little in reality, some 400 minutes over my 1000 minute call allowance and was supplied with a very extortionate monthly bill of circa £225 (normal bill is just £27). FYI, I have never exceeded my call allowance in the past, nowhere even close. Normally my usage is somewhere in the region of 400-500 minutes per month. I do however regularly get close to my data allowance and when I get close to it I receive text alerts happily reassuring me that EE will keep me informed as to my proximity to my monthly limit. I get nice alerts at 80%, 90% and at 100%. I always know where I stand with my data. I always assumed the same would hold for voice (never having got even remotely close it was only an assumption and a very flawed one at that it seems). It seems that EE in their infinite and ever greedy rational have decided to offer this as a service but only as an opt-in service (3 of the operators did not even know this service existed by the way so how do they expect the customer to know?) whereas the data allowance alert seems to be set for all (at least I never opted in for it). I can only see one argument for making this an opt-in service and that it to benefit EE with the ability to present customers with huge bills when they exceed their allowances. Anyway, some 5 or 6 calls later, 3 of them to chase a response, 2 attempts to raise said complaint only to find the first attempt was not even logged and I finally get a call some 8 days later by an operations manager telling me basically tough!!! Apparently, EE are very happy to have charged me some £200 pounds for exceeding my allowance and they will not compromise on the amount. Now, I know they can and they do compromise, it just seems to be a lottery as to whether or not they will. In my case they are not prepared to budge. I offered to pay twice my monthly contract rate which would easily have covered the minutes I used but no, they are not willing to entertain that as an option with me. I have used EE for in excess of 10 years now. Guess what, not anymore! As soon as my contract is up then it is a wave bye bye to EE along with the other family owned contracts – I have a big family btw! Told EE this as well, guess what – they did not give a monkeys!”
“I have just joined EE network & so far it's fine. The staff in the Scarborough uk store were very helpful. What I would say is I was we the 3 network for over 5yrs. 6 weeks ago I was contracted by there call center center in Mumbai. I did not asked for the call & I could not understand the Indian caller as his English was appalling. He said I needed to upgraded my monthly DD. As I could not understand him I agreed. I was still confused & annoyed by this. I spoke to others who used 3 network & they to had suffered the same fate. Some had not even been contacted by 3 network & 3 network just increased the customers DD. The customers only found out when they checked there bank statements. I went into the 3 network store to cancel my A/C only to be told I had to pay £167.30 to end my A/C. I was told that as my new monthly tarif had changed it was classed as a new A/C. Even annoyed I still closed the A/C. The 3 store staff in the Scarbrough store especially the femails are rude, smug & cocky. Others like me have sufferd the same fate & cancelled there A/C with the 3 network. So to everyone who may be thinking of joining the 3 network best avoiding the 3 network altogether. Especially in Scarborough & please inform your friends & Family it will save you a lot of money by this scrupulous company.”
“Horrible network bad data charges slow network always cutting off dnot believe the tv adds stay well away from this network I got a mast rite outside opposite me and it's a bad network to be on stay away you will only get problems”
“Siobhan was abseloutely brilliant, she was talkative and had a brilliant attitude and really seemed to care. She took the time to find the answers I was wanting without just guessing and took real care in her work. She is a real asset to your company and deserves real praise. Thanks again Siobhan and good luck in the new role. X”
“Booked an appointment to go into the EE store in Edinburgh gyle went in right on time to see two men working there both with customers, one sorting out broadband for a customer the other talking to another customer about the football! sat waiting for 25 minutes and not one of the employees acknowledged me at that point I was becoming very impatient I mean what's the point in making appointments if the employees don't follow it! After another five minutes of being ignored and waiting I had enough and went along to carphone warehouse got a much better deal than EE had and their customer service was amazing! Absolutely shocked with the customer service in EE they have lost a customer and I will certainly not be recommending them to anybody!”
“Customer services never seem to know what they are doing although they tell you they do and get everything wrong anyway, constant hassle and not to mention mis selling contracts I will definitely be leaving this time when my contract ends”
“Worst customer service and hidden charges!!
Thought I was getting a great deal through a third party website when I got a pretty cheap contract.....the sacrifice was terrible customer service and hidden charges when cancelling my contract. Customer service reps were mostly advisor's who don't have English as their first language. Therefore any time you have a slightly complex query, you have no chance of getting it resolved. Hidden charge for transferring my number after contract had ended which I wasn't informed about. Won't be back again, I strongly advise to avoid, it's not worth it.”
“DO NOT GET EE!!!!!!!!!!!!!!!
They are diabolical!!!!!
They lie constantly!!!
Staff are not able to resolve any problem!!!
They give you completely false information and are not equipped with anything other than to lie to you.
They tell you, you can get your we broadband, landline, eetv all up and running within 10 days. I placed an order (stupidly) , 42 days ago and were still not up and running!!!! DONT DO IT!!”
“We decided to get both mobile phone contracts and home broadband with EE. This was a bad mistake in so many ways I can't fit them in this post.
First, the EE sales team in our local shop was slow and incompetent. They lied to us twice saying that that they could cancel our contract with our current broadband provider and start the new one with no overlap (similarly to what you do with energy providers, as you don't pay your electricity bill twice). They also told us that, in case of an overlap, they would have reimbursed us of any money we would have paid the other provider. Guess what? After two months of trying to get two months of overlap back, we have got nothing. Zero.
On top of this, we've had delays in the set up of the broadband, mistakes in billing, and no access to our online accounts for days (they had misspelt both our names and our Gmail account - they had written GMIAL...). And the accounts of our broadband and mobile phones are all separate, which is inconvenient and makes no sense.
Don't make our same mistake!”
“We moved in August into new property in devon. We previously lived in north London and had super fast fibre optic broadband.
While moving I contacted EE to explain that our address is changed, at this point we would still like to remain with EE and just simply move our internet provider with us to the new address.
It all seemed fine, although they say it could take up to six weeks for it be installed, I wasn’t sure why it was quite so long. We had lots going on in the move so we didn’t bother pushing it.
While we waited for it to be installed I got a phone call while I was out shopping with my wife. They asked if I was happy with my broadband and if I would like to continue with them. At this point we had just moved and we had a lot on our plate so there was no reason why I wouldn’t say that I was happy.
After two months I got a phone call from EE, this wasn’t to say that our fibre optic broadband was installed but to say that they have just discovered that fibre is not available in our area! I then asked to leave EE as we hadn’t been given what we were sold. That’s not possible because the conversation I had in a busy supermarket now meant I was in another two year contract.
I tried to say that I had been mis-sold the package as I didn’t get told that I wouldn’t have fibre. They escalated this to their mis-sold department that would look into it (you have to worry that a company would have so many of these problems of being mis-sold that they have a department dedicated to it). Apparently I didn’t have a case and we were stuck with EE.
By this time we were desperate to have internet in our house. My wife and I both reply on it for work and we had been using our neighbours broadband while we waited for ours to be installed. I eventually said fine, just get it working.
Their phone technicians weren’t doing very well until I talked to this one guy in India who changed the settings on my router so that it accepted regular broadband, not just fibre. A light was on and we were finally getting broadband.
However as we used our broadband we discovered that the feed we were getting was really slow or nothing at all. Most of the time our electrical devices thought we weren’t connected to the internet and when we were it was slower than dial-up internet.
After lots more conversations with EE they sent me from person to person and decided to send out an engineer. The engineer arrived and put a booster on the system. While chatting with the engineer he wondered why we weren’t on fibre. I told him that we were told its not possible. He looked puzzled and explained that they simply had to plug our house into it, a relatively simple job. This was annoying but at this point I didn’t really care as long as it started working!
The engineer left, but as he left he left he said that there was a good chance it wont do anything. More than likely the problem is with EE. Reassuring words.
Sure enough there was no difference. I phoned EE again, they had a look at my plan and discovered that our plan was still set to fibre! And we had been paying for fibre! This person actually sounded helpful. She explained that we had been paying for the wrong kind of service and so the router couldn’t work with regular broadband because it was being delivered fibre… which apparently isn’t available anyway. She said that she would get the changes requested to make our contract into a regular broadband contract and make sure that we were reimbursed for our lack of internet over the past six months! That sounded great. She would phone back in just three days to get it all finalised… she didn’t.
After another week I phoned EE again and talked to yet another advised. This one was probably the most down to earth and realistic out of them all. First I told him what the other advised had said about changing over the plan so that it’s feeding in the right kind of internet. He said he could sort that out but he very much doubted it would do anything. However I needed to try anything that was suggested so we went for it. He did make sure we got six months of free broadband, which I’m grateful for… if there broadband. He also sent a new router just to tick every box we could think of. I thanked him but I could tell from his tone that this wasn’t going to get me anywhere.
Sure enough it didn’t improve. This leads me to today. After trying absolutely everything for the past seven months the only thing I could do was insist that they let me leave so that I could see if another provider could do any better. I phoned and was greeted by a lovely lady. I explained my story and she put me on hold while she went to her manager to see what they can do. She came back and to my shock not only said they couldn’t end my account but that when the contract was changed over to regular broadband, after their six month mistake of having on fibre, it was now another new contract and any problems that I’ve had before are now VOID! Seven months of trying to get things fixed and they are now choosing to ignore all the efforts that have been made to try and fix it.
After battling this out over the phone they ended with sending out an engineer again and escalating the package to the mis-sold department… again. I know that this is very much a first world problem but not having internet effects my work, and therefore my income… and makes my wife angry.”
“EE has terrible network services and their customer services are awful. I phoned them regarding my contract upgrade and was told by the "biggest network provider" that they can't do nothing for me.... They didn't even attempt to keep me as a customer. My brother thinks they are the worst provider.”
“I took a £15.00 bundle to use my phone on holiday abroad for a week. Soon I'd come back I stopped it as advised. But they charged me £124.64 even after using only half of the talk time. Worst customer service ever. AVOID PLEASE”
“A whole load of bullshit, details gone missing and rude staff. EE needs to cut the crap when they say providing the best customer care because they do not!!! Never choose EE for broadband thieving bastards”
“EE is a joke!!! Telephone service has people who don't understand a thing your saying and it always leave me riled up! It's worth booking a day off to call you as you will be so angry of the talking over you and having to explain 10 times that your mood will be ridiculously low!! I should sue for ignorance of language barrier if I'm paying they should speak my language and get what I'm saying!!!!!!!!!!!!! Ahhhh!!!! Very distressed!!!!!!”
“2 and a half hours in shop. Service assistant left me on his phone to tech support ... then left me on my own and did not return AT ALL!!! Had to forcibly ask to be seen.... a woman appeared, to whom I had to explain the problem for the 3rd time. Service assistant had randomly deleted things form my phone to try and free up memory..... which undoubtedly was the wrong thing to do and was likely the reason for his hiding away in the rear of the shop. Phone is still not fixed.... totally unbelievably shocking service. Luckily I was not given a parking ticket for the amount of excess time that I was in the EE shop. My advice.... don't BOTHER with this shower of ***** !”
“Tried to get my phone unlocked and after 4 weeks, 2 trips to store and 8 phone calls I am no closer to getting this done and everytime I talk to somebody they tell me something different!!”
“Worst Company on the Planet
No surprise then that “EE” came rock bottom in the list of thirteen broadband suppliers for customer service in 2015, they are simply appalling.
They cut my broadband service without notice.
Took days to work out why.
I had to make at least ten calls, all almost an hour in length to chase a response.
You have to go through all the same questions every single time.
They promise to come back to you but don’t.
By the way , the hold music drives you nuts
They then said they couldn’t give me my line back because they only supply broadband to people who also have their landline supplied by them.
They cut the service without any notice.
They said they had written to tell people this.
Then admitted to me that in my case that they hadn’t done this.
They have given me £20 credit on my “EE” data sim to get me through Christmas and beyond.
They say they have no way to reconnect me, but managed to do just that, the week before when our phone supplier also cut the line in error.
They will under no circumstance let you speak to any escalation point ie. supervisor or manager.
I’ve been their broadband customer for well over 10yrs and it stands for nothing.
This makes the “bait and switch” rule look like child's play. It’s more like “bait and trap”.
Just to be clear I’m a direct debit customer who has never not paid and never baulked at a price hike they’ve thrown at me. No “Facetime” or “Skype” to friends and family over Christmas this year and I’ve just cancelled “Netflix” for now, as streaming is out of the question.
I wish everyone associated with “EE” a very Black Christmas in line with my own.”
“I get nothing SPAM 24/7 from EE. The messages say to text STOP to 1234, I receive a message saying it may take upto 30 days! C'mon guys, this is the 21st century, my 2 year old's V-tech computer could work faster than that. Any who, 30 days have passed, and I'm still getting SPAM. I'd rather they just sent a message saying, "We don't care if you text STOP to us because we are going to ignore it and SPAM you anyway."”
