1,612 Customer Reviews over 41 pages
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- Location
- Canvey Island essex
- Reviewing
- EE
- Date
- 2019-03-13
- Comments
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I have had no broadband since about 5 th Feb!! Have had three BT engineers at my home , but the problem is with them!! The junction box needs sorting out!! I have been told I will be up and running today, broadband is on/off so did a speed check, 9.41 mbs!! 1.65 upload!! Will give it time, then will call EE again !! As I'm paying for faster broad band !!
- Location
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- Location
- UK
- Reviewing
- EE
- Date
- 2020-06-30
- Comments
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EE send you pointless "your bill is ready on our website" messages by email and SMS each month, and you can't stop them.
I have a speed problem, and its been a huge struggle getting through to second line support. You feel they don't believe you "Its working our end, ticket closed"
- Location
-
- Location
- Cambridgeshire
- Reviewing
- EE
- Date
- 2017-01-22
- Comments
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Well how do I start? I have been with EE for 12 years and had always received 2.4Mb down broadband with a sync speed of between 3 and 3.4mb for all this time until 8th august 2016 when my internet folded. I contacted them and they said they would check the line from there end after about 15 minutes they stated the line is fine, I then told them 0.47mb is not the correct speed for my line and there is a fault it took me 8 more weeks for the customer service reps to believe me that something was wrong and an engineer was sent out the engineer stated nothing was wrong and that 1.9mb sync was fine for my line even though I have screen shots showing having previously been receiving a 3.4mb sync speed. The engineer went and I had constant disconnections for about two weeks. Another engineer was called and this time he changed my drop wire from the pole to house and still it keeps disconnecting. and to this date has not been fixed and the excuse from EE is its within the allowed range. So you can have 2.4mb broadband for 10 years but when it drops to 1.4mb this is fine when clearly there is still a fault but openreach will not fix it. So my only alternative is to explore mobile broadband as my cable is to long to even get fibre.
- Location
-
- Location
- SlowInternet
- Reviewing
- EE
- Date
- 2018-05-10
- Comments
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Waiting 7 weeks for them to fix problem, they send 1 SMS every 2 weeks "We sorry for taking to long...We know what is the problem and look into it...We are working to gain access to the side". I know problems can happen, but taking so long to fix it, I don't think it's normal. Aside from that the max speed drop sometime to 4Mbps according to multiple side speed test. Need to restart router in order to get back up to 8Mbps. Avoid waste of time and money.
- Location
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- Location
- london
- Reviewing
- EE
- Date
- 2016-03-04
- Comments
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ee standard broadband is very slow most of the time. also internet drop out connections too not so reliable. phoneline is good never had any issues its just their rubbish broadband that is the problem. not recommended if your looking for a good reliable broadband ee is not for you.
- Location
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- Location
- Redcar
- Reviewing
- EE
- Date
- 2017-03-26
- Comments
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Wow!! I'm bowled over by the consist bad service I'm receiving, apart from the awful customer service (I am constantly promised agents will ring me back and they never do) I have had 4 engineers out to fix my Internet the 5th is on Tuesday. I am hoping that the supposed "customer care team" will finally resolve the issue,I've had money knocked off my Internet, phone and tablet and I'm still annoyed lol. What is the point in selling a service that clearly doesn't work?
- Location
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- Location
- Cheshire
- Reviewing
- EE
- Date
- 2013-12-06
- Comments
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I have broadband and home 'phone from EE - When they first connected the phone line, I thought all was well, I was happily making calls and the BB although slower than anticipated was OK, after a week or so I did wonder why I wasn't receiving any calls and then a friend called my mobile to say that she couldn't get through on my landline.I contacted a barely comprehensible man on their technical service desk and eventually after a number of calls (don't believe them if they say they'll call you back) the problem was fixed.
3 months later the problem has returned but it is worse this time, if you call my telephone number the call is answered by a stranger, someone I don't know, they are presumably getting my voicemails as well. The ever unhelpful technical support agents have told me (again after a number of phone calls with uninformed time wasters - "Computer says NO") that to get it fixed I need to take a day off work for an engineer to visit my home.
I can make outgoing calls OK and the caller ID shows it is my number but having called my number I got to speak to a man who confirms that his number is not the number I dialled. This is so obviously a problem in the exchange or conceivably in the street cabinet, I don't know why I need to lose a days earnings for a 'phone repair that shouldn't require access to my home.
I am told that if I cancel my contract they will charge me £72, which for a service they can't provide seems ridiculous, actually it feels like theft.
Unless you are confidant that everything will be perfect with your EE products you be mad to have anything to do with this bunch of incompetents.
Absolutely the worst customer service experience I have ever had or could ever imagine.
- Location
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- Location
- shropshire
- Reviewing
- EE
- Date
- 2014-11-09
- Comments
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Recently moved house no broadband after 6 weeks just empty promises and lgnorant staff bunch of useless cowboys
- Location
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- Location
- Cornwall
- Reviewing
- EE
- Date
- 2015-10-01
- Comments
-
I used to work for Orange, before they got taken taken over by France Telecom and then had to be bailed-out by the French government. Even while I was working with them I saw investment in network hardware drop-off and a sales-focused service under France Telecom replace what used to be a customer-service focus under Hutchinson Telecom (who started Orange). Since they've merged to become EE I can imagine what's happened. I still have my Blackberry with EE because the service on that is very good - I'm on contract so I'm paying for it to be very good! The issue is with my broadband, which has become near to useless since Orange became EE. As an ex-employee I know the sort of things they're likely to get up to. I got a message last night that I couldn't use iPlayer because I had 'insufficient bandwidth'- that's an ISP server-issue. I would imagine that since the merger, they've been 'rationalising' use of the servers to squeeze maximum profit out of them by giving preference to TV-package customers and throttling everyone else's service out of existence. They probably won't invest in better servers, and even if they do, with the BBC under threat and people like Sky to compete with for TV services, they'll probably still pass the advantages on to TV customers. I'll keep my mobile with EE but I'm moving my broadband, probably to BT so that I can get a combined phone/broadband deal and stand a chance of getting improvements on the access line at the same time.
- Location
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- Location
- bolton
- Reviewing
- EE
- Date
- 2014-02-19
- Comments
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cannot stream anything
- Location
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- Location
- North Notts
- Reviewing
- EE
- Date
- 2018-01-10
- Comments
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Be warned.
I had to break my contract after halfway of a 12 month term, as there was no way I could take it with me for a house move as was having 3months away. They quite happily charged me £200.00 and were really horrible when I tried to argue it. So if they want my future custom, I wouldn't touch them with a barge pole.
They could have offered to give me a 3 month postponement but No....they were adamant.
Do not expect good customer service as far as the contract for broadband and home phone is concerned.
- Location
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- Location
- Heanor
- Reviewing
- EE
- Date
- 2014-04-18
- Comments
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Abysmal from day 1. Just been rung back by a guy in customer services after I said I didn't want to continue the call because I found him rude and aggressive. He only phoned back to continue the slanging match! It's not what I thought I was signing up for and whenever I've tried it call, there's either no answer or I get disconnected. I never experienced anything like this with orange. We will end our mobile contracts as soon as we can too
- Location
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- Location
- Thirsk, Nth Yorks
- Reviewing
- EE
- Date
- 2016-07-31
- Comments
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After many line drops and speeds of only 1.9 I decided to upgrade to fibre. EE twice input the order incorrectly, then after several long calls to them, and 51 days after placing the order they said there were now insufficient lines in my distribution box so they couldn't complete the order, and offered a derisory £10 compensation. Promises that my speed had been increased, it is now down to 1.7 Mbps. Been with them since the days of Wanadoo, but it's bye bye. Oh, and don't bother complaining to their retail director (Dierdre Burns), because she doesn't have the decency to reply.
- Location
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- Location
- Cambridge
- Reviewing
- EE
- Date
- 2016-10-20
- Comments
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everyday there is a couple hours the broadband speed is slower than 3G. Open a website page takes 2 mins or every longer.
- Location
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- Location
- Scotland
- Reviewing
- EE
- Date
- 2014-05-20
- Comments
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Absolutely poor service, after one week have now cancelled. Dont understand a word the customer service team are going on about, when challenged they cut you off!! STAY CLEAR!!!
- Location
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- Location
- Bradford
- Reviewing
- EE
- Date
- 2018-10-29
- Comments
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Really, don't touch them with a barge-pole. My fibre broadband has now been off for a week. When you call their support line you get a 'unusually busy' message every time and wait 20-30 minutes to get through. I've been told a BT engineer has been organised only to phone up three days later and be told they are just organising it. If one does come this time and fix it straight away it will have been down for 10 days.
Go elsewhere, really..they are awful.
- Location
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- Location
- Leeds
- Reviewing
- EE
- Date
- 2017-10-07
- Comments
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We had issue with the TV box it overheats and crashes once a week.We then have to reset it which takes 5 minutes . The record does not work as it stops recording after 10 minutes or after the adverts. so the last 5 films we wanted to watch just finished after the first advert.
The internet is rubbish , slow , drops out and inconsistent. I signed up for cheaper Sky sports , they cancelled the deal the same day, all I want is the golf which Now TV don't do.
I thought TalkTalk was bad but I am going to move back and suffer their complete lack of security etc. Do not get EE Broadband or TV box, however my friends tell me EE mobile is good???
- Location
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- Location
- South East London
- Reviewing
- EE
- Date
- 2020-03-25
- Comments
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Switching to EE broadband has been one of the worst decisions I have ever made. I have been a long-standing mobile customer so it seemed a 'no brainer' to switch, taking into account the advertised speeds and the addition of 5 Gb of data to my mobile account each month, which is great because you will chew through that in the first few days each month when you don't even bother trying to connect your mobile to the broadband when at home. The speeds are awful (getting well less than 1 Mbps consistently), it keeps dropping out and it doesn't each more than about 6-7 m from the router. Avoid like the plague. Just do not bother.
- Location
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- Location
- Aberdeen
- Reviewing
- EE
- Date
- 2021-11-11
- Comments
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do not get EE wifi it will drop in and out all the time not even worth the money
- Location
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- Location
- Kingston upon Thames
- Reviewing
- EE
- Date
- 2021-05-04
- Comments
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I arranged the service but it never worked properly from the start. I had 4 engineers visit but couldn't diagnose the problem. I made 3 or 4 calls per week to their customer services since Jan. I cancelled in April and they are billing me £546.58 cancellation charges for a service that didn't work and didnt meet the contractual standards. This is woeful
- Location
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- Location
- 12 chamberlain close
- Reviewing
- EE
- Date
- 2020-02-20
- Comments
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Absolutely disappointing and robbery, I did a transfer of my ee broadband since 03/01/2020 since then today is 20/02/2020 my hub keep rebooting and not working, it turns on for 1 and 2 hours and then stop working for 5 hours and more (no internet) I and my wife called several time to get somebody to fix the problem 3 times we didn’t got an engineer the 4th time we booked an engineer from 8 to 1 pm he came at 8am i was sleeping due after work I was so knackered i couldn’t hear the phone then I did it yesterday and was confirmed with text message yet nobody came it’s 12:50 pm, the think which making me crazy is that to get service it takes you ages and nothing is done but when is about payment we never delay them it easier for them to take money but not to do a good service, this February i was struggling with internet (ee broadband) it was sooooo bad suddenly I found a text message telling me that my bill is ready to pay it which is amount of £31.50 that so silly and not good for this brand at all and if you want to stop the contract they gonna 100% telling me you need to pay an amount bla bla ..... I’m just tired pffffffff
- Location
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- Location
- United Kingdom
- Reviewing
- EE
- Date
- 2014-09-02
- Comments
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Apparently, if there's a fault with your broadband you need to call them every day (and be on the phone with their Tech support over 1 hour) to claim that the service is not satisfactory.
Ass many ISPs, all good when there are no problems, just HELL when anything goes wrong. AVOID THEM.
- Location
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- Location
- Hayes
- Reviewing
- EE
- Date
- 2015-12-04
- Comments
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Worst experience ever. I was told the switch from Sky to EE will be seamless. Now I don't even have broadband for a month and half. The sky discontinued the broadband and then EE gave a new date which is after 10 days after Sky discounted my connection. Nothing worked on the day of activation and I spent nearly 2 hrs with customer services team and I was told that the order was failed as they couldn't transfer my number. After serious debates they started a new order which was supposed to golive today. I came to know today that the order was again failed and the new activation date is next Friday. The service is pathetic and I wonder how they are surviving in the business. I will never ever recommend anyone to move to EE for Home Broadband. This was putting me and my family under lot of stress as kids are struggling with their studies due to lack of internet.
I have officially lodged a complaint with EE and got a call to apologise. I was told that they will give me a follow-up call today which did not happen. I can't believe the service EE providing to their customers. I think the EE team is not capable of running broadband business.
- Location
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- Location
- Bristol
- Reviewing
- EE
- Date
- 2016-08-24
- Comments
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I was convinced in an EE store to change my home broadband, TV and phone line to EE, it will be cheaper and seamless, I was told.
All the equipment was delivered and I had it all connected, it was a case of unplugging my old equipment and plugging the EE equipment in.
IT HAS NEVER WORKED
I have spent countless hours on the phone to EE trying to resolve the problem, being told one thing then another, first there was a condition on the line, then they had told me the go live date was wrong – a month later I still have no TV and no broadband.
I tried on a number of occasions to cancel the service but end up having to argue my case with someone who “wants to resolve the issue”.
I have now gone back to BT but have to wait another week to be switched on. I have no idea what will happen then as I’m sure that EE have somehow messed up the line in the switch over.
To add insult to injury EE took £80 out of my bank account today, after another hour long phone call I’m told that these charges are for the broadband and setup fees for a service THAT HAS NEVER WORKED!!
These charges were taken even though there was an £80.45 credit on my account, I’m told that I will have to phone up again when my BT goes live to request a refund.
I can quite honestly say this is the worst experience I have ever had with any company – The people you talk to in the call centres are as helpful as they can be but that is no compensation for the awful, awful service that this company provides.
I have been with EE for many years and we currently have 3 phone contracts with them, I was expecting a good service from them what I got however I got the worst service in history. I have been without broadband or TV for a month now. Everything about this has been a world of pain, inconvenience and cost – I’ve yet to find out how much all these many, many phone call will cost!
DO NOT GO WITH EE!
- Location
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- Location
- Scottish Borders
- Reviewing
- EE
- Date
- 2017-05-30
- Comments
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I have not even received one hour of my expected speeds since moving house. I was shown on the EE website my line could reach expected speeds* of 67.0mb/s with a line that can support between 54.0mb/s AND 80.0mb/s. In actual fact I am only receiving speeds of between 4.76mb/s to 22.0mb/s!! And I'm paying £34.99 for the privilege. Needless to say I am leaving.
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2019-08-28
- Comments
-
I have a really bad experience with EE broadband. I am 6 months contract already and I still need to call every single day to the EE call centre for their make my broadband work. My broadband does not work in the mornings and evenings. I do not recommend to anyone.
- Location
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- Location
- West Midlands
- Reviewing
- EE
- Date
- 2022-08-18
- Comments
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Absolutely rubbish...connection is non-existent after 10pm. Spoken to EE on 4 occasions in 2 months. Engineer visited and it didn't last a week before l needed to phone again.Going to swop providers..they're not even cheap.
- Location
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- Location
- Lancaster
- Reviewing
- EE
- Date
- 2016-01-20
- Comments
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Horrendously bad customer service. Our recent house move was an absolute nightmare with EE, several times they left me on hold for over an hour, promised call backs never happened, I was told barefaced lies by their staff about the root cause of the technical issue I called them about (one guy told me that 'the mast wasn't connected properly to my line at the exchange and that BT Openreach would fix it within 72 hours' - all totally made up nonsense and he knew it. None of their departments talk to each other or understand each others' systems thanks to EE being a total bodge together of multiple other companies. When BT incorporates them as part of the recently announced buy-out I dread to think how disjointed they will be. I will be leaving them as soon as I can. Stay away from them!!
- Location
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- Location
- Maidenhead
- Reviewing
- EE
- Date
- 2017-12-03
- Comments
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Whilst the call centre staff are always pleasant and helpful the underlying product is a complete waste of time. Connection drops regularly and speeds are a joke, just barely above the minimum where the contract would be in default (and then only because of a technicality where they measure to your home but not what you can actually access) I will never use their service again and would urge people to never fall into the trap of using their service no matter how good a deal it seems you are getting. Also after 3 cube engineers and 3 open reach engineers I have yet to have one turn up with any notes on my problems in spite of laboriously explaining them all in detail multiple times.
- Location
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- Location
- Muswell Hill, North London
- Reviewing
- EE
- Date
- 2018-10-01
- Comments
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This is appalling broadband. Doesn't work a large chunk of the time, and when it does, sometimes it's so slow, it's easier to switch it off and tether to the 4g on my phone. Avoid if other options available.
- Location
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- Location
- United Kingdom
- Reviewing
- EE
- Date
- 2015-01-21
- Comments
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An absolute shower, their call center personnel are just there to delay things and seem very reluctant to escalate customer problems that they cannot resolve. Their disconnection staff are unhelpful bordering on rude.
Join them at your peril and watch your blood pressure rise. If it were possible to give a no star rating I would.
- Location
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- Location
- Birmingham
- Reviewing
- EE
- Date
- 2015-03-18
- Comments
-
Disgraceful, incompetent completely unsympathetic and unreliable customer service! Worst customer service in my experience of 25 years! Would never go with them again. Customer care definitely not one of their concerns. You are treated as a number, not a customer.
- Location
-
- Location
- Reviewing
- EE
- Date
- 2015-09-18
- Comments
-
Very poor customer service. We were waiting for the Internet for two weeks (promised within 1 week initially) only to be told that they set it up for a wrong address and to wait another week! We called them 4 times during this time to confirm our address. Can it be worse? ah yeah, and I work from home and need the Internet. Switching to a different provider for sure.
- Location
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- Location
- Eastville, bristol
- Reviewing
- EE
- Date
- 2018-02-07
- Comments
-
There has been ongoing issues with the broadband connection that have been unresolved after months of trying. Download speed is only 0.17mb. They can’t seem to resolve the issue. I could upgrade to fibre at extra cost. That maybe the only solution the way it’s going, but I wouldn’t go through EE for that as other providers are cheaper with anytime landline and mobile calls and 38mb broadband speeds
- Location
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- Location
- Devizes, Wiltshire
- Reviewing
- EE
- Date
- 2015-12-05
- Comments
-
Up to 17mb service routinely running at 0.5mb, with a lot of drop outs too.
- Location
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- Location
- Dromore, Northern Ireland
- Reviewing
- EE
- Date
- 2016-04-13
- Comments
-
We live out in the country so the broadband and phone line is absolutely awful. No good if you don't live in a big town. Also with them on my mobile and can't get signal in Dromore. NO GOOD FOR COUNTRY AND SMALL TOWNS.
- Location
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- Location
- cardiff
- Reviewing
- EE
- Date
- 2014-06-02
- Comments
-
Slow at the start, phoned up got a normal running speed, month later, speed drops and even worse than before, can't even load a youtube clip at peak hours! its not the computer as i have a brand new mac! terrible!
- Location
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- Location
- Oxford
- Reviewing
- EE
- Date
- 2016-04-14
- Comments
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can't believe I opted for EE, the speeds are the worst.
- Location
-
- Location
- Newcastle
- Reviewing
- EE
- Date
- 2017-02-19
- Comments
-
Broadbands very unreliable, like going back 20 years. Avoid
- Location
-
- Location
- Midlands
- Reviewing
- EE
- Date
- 2016-09-29
- Comments
-
Much slower speeds than we should be getting on our contract, an unreliable router/modem that requires constant attention to avoid network drop outs, and struggles to deliver a signal upstairs into the bedrooms. Upgrading to Virgin Fibre ASAP.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
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