“Absolute joke. I have had no broadband for 6 WEEKS now. And they still can't sort the problem telling me it was the box then it was cables then it was a line fault so an engineer had to be booked. This is on the 5th week took the day off so he could come got to the end of the day no show. Ring them up to see where he is they tell me it got cancelled but didn't bother to ring me. The guy on the phone promised to ring back with a new appointment half an hour later which didn't happen. Rang up the next day to see what's going on for them to say we are running tests to see where the daily is. Even tho they have done all these tests and found that it's a line fault. Promising me refunds for the broadband I've paid for but not been able to use and promising to call back which never happens. I've spent over £150 on my phone bill trying to sort this out and still is not sorted. I'm giving up and going else where. Avoid this company caused us absolute misery”
“Absolutely disgusting service. I have been using ee/orange for years! my phone breaks so I upgraded early. everything was fine when speaking to a gentleman from the upgrading team. I paid extra for next day delivery as I now didn't have a phone to use and there was no problems. However, after waiting at home for my delivery with the time allocated by dpd my phone didn't arrive. I called and didn't get through to anyone. After waiting all weekend with no news about the whereabouts of my phone I spoke to two people and only after contacting dpd I found that my delivery had been cancelled by Ee. No one told me. After much investigation I find out I have been accused of fraud, for a reason no one knows. No one is able to help me unless I call off my original handset to prove I own it(Which is broken-hence the reason for the upgrade). Now I have no phone and no idea of when I will be able to get one. they wont let me cancel the contract unless I pay £700, although I don't even have the phone. Absolutely ridiculous to accuse someone of potentially frauding who has done nothing but simply ask for n upgrade on there current contract.”
“Been on hold for almost 3 hours now, they have played me about sending me from place to place with no answer. I have just been on hold only to be put down and re call. They have now told me i can not get my money back so I can't pay my household bills.
EE review if I could give it would be lower then 0”
“Phone charger broke when the handset was insured so spoke to EE about getting it replaced they then refused to and took me to court about the non payments, I would highly recommend that people stay away from these clowns not worth the money or the trashing of your credit rating.”
“Absolutely appalling company!!!! Issues as follows : -
(1) When they was Orange I acted as a guarantor against my daughters contract for 24 months. When EE took over Orange they extended the contract by a further 24 months WITHOUT my awareness or authorisation. They claim they have no records to confirm this!!
(2) As a result I have been left paying the bill. Daughter is another issue :-(
(3) I have requested on numerous occasions s final settlement figure IN WRITING, but they advised this is not possible.
(4) Debt collector involved due incorrect notification by EE; payments are up to date. I have been advised by debt collector that action cannot be removed until advised by EE......"this could take several weeks". Fast enough to send a letter out....but not withdraw it!!
(5) Customer Services normally take 20 minutes to answer calls with a faulty 'on hold' music doing a Norman Collier.
AVOID USING EE AT ALL COST. YOU WILL REGRET IT !!!!!!!!!!!!!!!”
“Appalling service from EE. They genuinely could not care less about their customers. Horrible, vile company. And their signal in the Scottish Borders is rubbish too.”
“Birmingham, Kings Heath branch. Terrible customer service by sales manager Mak, was aggressive when I went to return a faulty phone that I had only for one week. Two of the customers also walked out and felt thd same. I will be making an official compliant.”
“Even if I manage to make one single person decide not to join EE then this review will be worth it.
The customer service is appalling; there is nobody competent who can answer your questions, no consistency and the waiting times are reminiscent of the 90's. I was put on hold on and off for over 40 minutes (listening to headache inducing music) for a single inquiry that EE didn't even help me with. Oh and did I mention how rude their technical support is? And if you complain and give them bad reviews in their own 'How did we do today' polls, then absolutely nothing happens.
EE wanted to charge me 230 pounds in cancellation fee because THEY could not provide me with decent reception in our new house. I was furious and after 2 weeks of waiting and shouting and stressing they cancelled my number without giving me a PAC code or compensation for the month I had paid for with zero reception. It is just horrific behavior from this useless company.
I cannot express with words how disgusting I find my EE experience and would never ever recommend them to anyone. Please stay away. Please.
EE: your days are numbered if you continue like this. Just read your own reviews on every site there is and stop robbing people.”
“One week ago I purchased an EE branded pay as you go mobile phone. I was successful in transferring my previous T mobile number. The credit on the old phone did not transfer. Try to seek advice the Cwmbran EE store, but the staff were unhelpful . I felt that as I was making a purchase I was unwelcome . The female sales assistant begrudgingly gave me a telephone number to ring. This proved to be an incorrect number. Found the correct number on line and quickly resolved the issue. 1 out of 10 for customer care.”
“Extremely poor service went through a nightmare with ee. Would never use again. They would not unlock my phone for over six weeks even though I had all legal documentation. Because I wanted to leave they made it extremely difficult for me to leave. Staff extremely bad mannered and arrogant.”
“Hi all. I have been with Orange/EE for over 11 years now. I recently purchased an upgrade in store (Carlisle). I had a problem making a phone call on my new device even though I had 3 bars and g internet showing. I took the phone back to the store and they said it was to do with my sim card. I am still having problems making phone calls and the internet is slow MOST of the time and sometimes none existent even though the phone shows 4g or whatever????? After 13 days of this I went back into the store to get a different phone and sim card only to be told there is no 14 cool off period if you buy in store. I was not aware of this at the time of purchase. NOW here is were it gets interesting...on the internet if you put in EE returns and you click yes to the 14 period and in store they say that you are allowed to cancel the contract. Even raising this point in store they didn't agree to this and said that there was nothing they can do. THIS is actually in breach of 2 things...
1. They are in breach of there contract to me to provide a service.
2. Its breaches my consumer rights.
They continued to boast that EE are the biggest, best and fastest provider in the country. HOWEVER listening to the radio over the past few days it was mentioned the EE are on the bottom of Which's list of mobile providers and that Giff Gaff are top in customer service. After this episode I am not surprised.
To sum up I am currently using my old phone as I do not wish to use the new one and I am struggling to phone or even use the internet. I am now stuck into a contract with EE so I will be saving up to get out of this mess and go with a different provider.
My advise to anyone who is thinking of upgrading or even go with EE...DON'T BOTHER.”
“This is the worst customer service I have dealt ever. My life's big mistake to switch to EE home broadband. They messed up my online order and never despatched a roouter and CS shows no interest to resolve the issue. We are two week now and still no hope of getting broadband service. Phoning them every single day, complaint section has even raised the ticket but nothing progressing towards the soloution. I will never recommend EE to anyone even for FREE offers.
This is 2016 and they are far behind the CS. Their CS is below the bottom level.
IT IS AN HEADACHE.”
“Absolutely terrible company with shocking customer service I cancelled my contract with them and they then proceeded to continue taking money from my account its been nearly a month of me calling and going into the store and every time they said they would be right on it and would get back to me within 24 hours they have yet to call me back once. Would not recommend had much better hassle free results with Three”
“A friend and I went to the Tunbridge Wells ee store earlier today to query the fact that a £20 top up had not shown on her phone. We were treated with contempt, lack of interest and downright rudeness - firstly by a gum chewing assistant, and then by another assistant who actually raised his eyebrows! The issue was not solved and she was told to go back to the Manchester store where the top up was purchased - not an easy journey from Tunbridge Wells. As a non ee customer, there is no way on earth that I would ever consider moving to them if that is an indication of their customer (lack of) service.”
“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”
