“A very poor service for my mobile phone...many errors and clangers dealing with EE Head Office...they overcharge and are not put to task by the Regulator or any other Government Dept.
The Regulator appears slow to act against Phone Companies..unlike the Banking Sector which have been fined for their numerous misdemeanors.”
“Unauthorised deduction of funds from my account and terrible customer support
I have been with EE for many years and had a £5.00 pack with them when my data allowance ran out. So every day I was sent a text message saying to use data I would need to buy an add on. As I was going to let the pack run out and wanted to choose a different pack. I sent a text message saying stop pack so I would not automatically put on the previous pack. Despite ignoring the text reminders about buying an add on and my text message saying stop pack. I had an unauthorised payment taken out of my account for £7.50 to buy a data pack !
I then phoned to complain about this, as trying to complain via the other methods is a waste of time. The advisor then said to me as a one off they would refund me, as if they were doing me a favour ! No hint of an apology for the unauthorised deduction of my money for this transaction. I am also annoyed that I had to pay for the call to complain when it was EE fault. So now to buy a new pack I have to top up by at least £5.00 to buy a pack. As initially I had a balance of 10.00 ready to buy a new pack of my choosing leaving me now with a balance of £9.60.
I think it’s a disgrace that EE can just take unauthorised money out of your allowance ! Also the way I was treated by customer service saying if they were doing me a favour when it was EE fault. Plus the fact I had to pay for a call to complain when as I said it was EE fault.”
“I'm not one for complaining or leaving bad reviews usually, however on this occasion I will as i'm extremely unhappy with EE. I'm in a 2 year contract (which I'm more than happy about if my phone would actually work) but since April when I started the contract all I have had is issues that haven't been resolved. I never seem to get signal, I can never actually use my phone for what I pay for it, including at home and at work. EE have issued a £25 partial refund to 1 months contract, very kind.... but I don't want money - I just want my phone to work.
I have spoken to various people regarding this and diagnostics have been done but it hasn't changed anything. Kind of hard to have faith or good words to say about a company if they're not willing to fix the issues their customers have.”
“Absolutely disgusted! I have been with for EE many years but I have had to move elsewhere today.
I was shocked to receive a bill which had increased by 20%, but I had not gone over my limited or paid for anything extra. It didn't make any sense.
Therefore I contacted them via chat to be informed that this was because I had not set up a new contract, and my charges would keep increasing because of this. I was also told that it was due to inflation - but inflation is not 20%!
I explained that I cannot tie myself into a new contract because I am on disability. On disability I have to fill in a form every 6 months, and if they decide to stop it then I can't afford a mobile phone at all.
Therefore I cannot tie myself into a new contract.You would have thought that keeping my current contract rolling over was showing loyalty- and this is how they repay loyalty!
Therefore I called to leave and they tried to get me a better deal. I was told that I could have one for £6 per month. Then in the next breath was told no I can't because that's for a 12 month contract. For a monthly contract the same package was £21 per month!
They obviously don't help the disabled either.
I then received a call from EE to see if they can help. I had to explain everything again to be told that they don't know of any network that helps with personal circumstances! Not a very good attitude. Also wrong because anyone offering flexible monthly contracts are helping with this.
Therefore I am now switching to Giffgaff and I will never consider EE for anything ever again. I used to say great things about this company. I just can't believe it.”
“This is an outrageous venue. I had the worst experiences of my life in here. First, I got tricked into making a contract pretending I could use the phone all over Europe. I leave for the weekend right after I sign and my phone has "no service" the whole time. As I come back to the store to complain I ask to be immediately reversed to "pay as you go" as it was before. That was in January 2019. Today I still wasn't able to go back to "pay as you go" and I need to pay till the end of my contract to change provider. THOSE PEOPLE are legalized thieves. It's a legalized SCAM don't go to EE and never to this store. I give one star just because I am unable to give none. They don't even deserve it.”
“So I cancelled my contract 28th of may and they send a sorry leaving email and it said contract email £0.00 and then last month I get a letter saying I still owe £222.89, they woman I spoke to apparently said I couldn't cancel my contract until October but no way on earth did she say that to me and she said that I have to pay £136 but she didn't! So my mum phoned them back today and made them listen to the conversation that we had and she didn't even say any of that so they've l lied like they do all they want is your money,and yet again they think they can get away with that I will never go with this company ever again!”
“Well where do I start apparently the customer services and the stores have different customer rights. Apparently you do not get a 14 day cooling off period and customer rights don't apply to you if your one of their customers.
Complaint passed on to ombudsman
Thanks for nothing
**********Stay clear***********”
“Let me start by saying that as a new customer my initial experience and opinion of EE was excellent. I was looking for a product which would allow me to hook up to my Sky Q system and I signed an 18 month contract for a 4G home broadband router and enjoyed an uninterrupted fast connection for the first 6 months. In this period I also had a couple of occasions I needed advice and found at that stage the customer service team to be very engaging and helpful.
But then the problems started.....
Unfortunately I started to experience problems with the router dropping the signal momentarily which meant all devices including my TV system lost connection and had to be re-connected.
Contacting customer services by phone on this occasion proved to be a major issue with waiting times in excess of 45 minutes, and what seems like the practice of disconnecting calls when finally answered meaning I had to start the whole process all over again.
Having persevered and finally got through to an operator, after a lengthy call where the operator went back and forth with their supervisor, I was promised a call back the following day..... needless to say this call did not materialize leaving me no option but to start the process again and join the queue again for an operator! To cut a long story short, this continued for some time with many promises of checks and fixes, culminating approx 3 weeks later with me being told it was obviously a faulty router problem (I could have told them this 3 weeks earlier!), and that I would have to send it back for repair.
When I then explained that I did not want to be without the router and service for what could be a further month, I was told there was no other option unless I could find an EE store locally who could offer me a loan unit (why could they not sort this?). An offer was made for a partial refund of line rental costs, but this was not the point... I needed the router to use my TV service and it was not a question of money. However when I tried to explain this the threats started. I asked to speak with a supervisor and was promised another call back. When I was called back the first thing that was said to me was 'If I put your through to a supervisor then any offer of assistance discussed previously is 'off the table'. I couldn't quite believe the attitude I was facing... but then when put through to the supervisor and faced with her further extremely negative approach it became clear to me the EE have absolutely no regard for the customers or their opinions. I was promptly told they wouldn't discuss further and if I felt I needed I could take it up with the Ombudsman!. Absolutely no attempt what so ever on the part of EE to diffuse the situation and come to an amicable solution.... they clearly just wanted rid of me.
Therefore I am now left with a partially working router and 12 months remaining on my contract!
Disgraceful, unbelievable approach to customer satisfaction and retention… and I can only imagine the significant amount of money spent of high profile advertising of EE services is needed to keep replacing the disgruntled customers they keep losing due to their attitude and unwillingness to stand behind their products.
Started so well…. But ended so badly… roll on the end of my contract!”
“the big mistake you can make is to get home broadband and mobile internet from EE you are paying the right internet direct debit you don't have internet at home,you don't have mobile data on your phone is well even reception sometimes.I'm already tired of paying and talking with operator every day and not receiving any services”
“What a nightmare...and I wasnt even an EE customer!
I tried to buy a phone from EE via a special promotion "online and instore". I went in store to get my phone. After 2 HOURS they advised it was not possible to complete the promotion in store and was online only.
Ok- so I rang EE and they said it's fine to do on the phone and I'll get my new phone on Monday (They had plenty in stock). Nothing by Wednesday Morning. So I ring up and it's no longer in stock hence why it hadn't been delivered and it will take 3 weeks. I cancel over the phone. And end up buying the same phone with Three without any hassle.
A month later I then have a phone delivered from EE. And later that day my old orange sim card is cut off from my old phone. I have to ring up and explain. They agree. And hilariously they cannot email out to give written confirmation. They can only text.... to the number that they removed.
I send the phone back and cancel my existing contract for my old phone over the phone with them.
Next 2 months I'm still getting billed for the new phone monthly... after about 8 calls to customer service. More calls but they will not send written confirmation. No call back. No reference numbers. And different call centres every time I call.
No Bill's for next 8 months. Then I look at my bank account. They charged me for my old phone monthly even though that was cancelled. I end up only getting half my money back for that! Very annoyed at this point.
2 years later.... I then get a bill for £60. Here we go again. 10 calls and 3 months later they gave up billing me.
Worst customer service I've ever experienced. Something is wrong when the "biggest" communication company in the UK are unable to give written confirmation.
Stay away. They are bullies! A total of 3 years customer service nightmare for a phone I didnt even buy or use.”
“I have had little to no signal for at least two weeks where I live just outside of Exeter. I have checked the web site where they say they are having a problem I have registered for updates but they don’t regularly update you and when they do it’s always the same.”
“Absolutely disgusted with this company. Just discovered my wife has been charge for the last 4 years for a contract she cancelled in March 2015. She had also queried this in in March 16 got a credit and the direct debit stopped between from Feb 16 to June 16. However, they started collecting again from July 16 and have carried on ever since. The first we knew about it was a letter about the direct debit today. Whilst acknowledging an there was an issue EE would not refund anything more than 12 months without it being referred to the ombudsman. If you are with this company change as soon as possible, but make sure you cancel the direct debit immediately”
“Under OFCOM Regulations the have to provide voice call coverage to 90% of the ladmass.
They still do not comply with this even though they are legally obliged to do so. EE States that they do not support indoor coverage.
Well they signed a legal obligation stating they meet the Ofcom regulation in December 2017. Maybe Ofcom needs to pull there finger out and fine them.”
“The manager at Guildford store a liar, and completely lazy, made every excuse possible not to change my old details over to my new phone, just could not be bothered. Would never use this store again.”
“Quite literally the worst services I have ever had and not just the amateur cal centre but the coverage, the multiple issues, the sheer painfully bad customer service. I am now desperately trying to change providers. Do NOT use EE.”
“When enquiring about sim only contract on Friday at Bath, Southgate store I was lied to by Chris. He advised me I had fourteen days in which I could cancel contract...HE DID NOT MENTION IT COULD ONLY RELATE TO COVERAGE ISSUES!
I called customer service to cancel contract Sunday due to not needing for new i-watch cellular, data option, they advised me that I can only do this in store. Went into store today and was told by manager I can't cancel because there is no pull out clause unless I have coverage issues!? Chris was there and when mentioned what he told me he outright denied he said such a thing!? He was very red in the face! HE LIED TO ME! Another of his lies he mentioned a few times Friday..."it says £23 there but you'll only be paying £22" LIES! ...he mentioned a two hundred and fifty gig plan...what it actually was, a twenty-five gig plan.
Chris was very fast to skip through the contract details on his computer screen before my digital sign-off. He knew exactly what he was doing!
I wish to have my contract terminated immediately due to misleading information and outright lying to my face.”
“My contract finished last year January EE was still taking my money till now June so that's 6 months I was actually paying bils of 45 every month, no reminder or text email been send my contract Is due and what should I'll do next. On top of that I lost the phone long time a gothat I was contract it too when I phone them to try and find solution nobody care, 2g Internet was not enough for me I called them to find solution nobody care, you misse the payment they straight away contacting you about it. Anyway this is ridiculous how can you charge people for contract that was finished wich laws in the UK allowed you to do this? It's a new way of robbery in 21st century! Probably will have to change the network after so many years, and please don't tell me to speak to your costumer service because they're USELESS!”
