1,612 Customer Reviews over 41 pages
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- Location
- huntingdon
- Reviewing
- EE
- Date
- 2016-03-28
- Comments
-
It was ok when I first bought it about a year ago, but now the internet speeds vary a lot
Frequently when trying to watch live TV or movies, we either have buffering or cannot get the programmes at all.
When I called EE they just told me to go online and see what I could find out
Very disappointed
- Location
-
- Location
- Newent Gloucestershire
- Reviewing
- EE
- Date
- 2021-12-30
- Comments
-
We have had fault, after fault after fault, with intermittent issues. We have reported them, but as they say they can't find the fault, they will not do anything.
When faults have been found, we where promised cash back on our bill, to ring up to be told they had no proof of faults on their system.
We have left them, as we couldn't watch on our smart TV without buffering, our kids can't access in their rooms, just dropping out two or three times an hour.
The customer service is appalling, they will say anything to shut you up.
Honestly don't bother.
- Location
-
- Location
- Slough
- Reviewing
- EE
- Date
- 2015-01-22
- Comments
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Very bed customer services and all advisers are not fully trained to handle any complains.
- Location
-
- Location
- Ayrshire
- Reviewing
- EE
- Date
- 2014-07-27
- Comments
-
I switched from a BT service to EE's Home Broadband after seeing a great deal online.
Problem 1 - On my first bill I had been charged £5 more than the price stated in the deal. I had to call and get this fixed. They said this was because I did not have another EE service like mobile, however the original deal stated I did not have to be an EE customer already to get this deal.
Problem 2 - I was also charged P&P of £6 for router, this was not made clear in the original offer. I just paid this anyway as I couldn't be bothered with the hassle of explaining this to their customer service folks.
Problem 3 - On 19th & 20th July I had no service - the broadband wouldn't connect. I believe services were down for most of Scotland. No communication from EE online or via social media to explain problem or apologize.
Overall, when the service worked, it has been OK, not any faster than my previous supplier. But the big let down is the reliability and customer service received - It's been totally crap. I will never use EE after this contract is out and I will be telling all my friends and family to avoid them for these reasons!
- Location
-
- Location
- leeds
- Reviewing
- EE
- Date
- 2015-03-20
- Comments
-
absolutely rubbish from day 1. broadband works for a few hours a day at most. technical support say keep doing resets. what a crappie company I despise these lot trying to get out of the contract now. complete horse manure service.
- Location
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- Location
- Manchester
- Reviewing
- EE
- Date
- 2015-03-01
- Comments
-
I have been with a few providers from BT to TalkTalk and i thought it could not get any worse with TalkTalk.... i was wrong....
I signed up for a 12 month contract and the engineer took two weeks to arrive and he fitted the line.. and there was a post code mix up or something so my internet did not work for another 2 weeks so it basically took them a month to get me up and running..
First bill they tried to take DOUBLE the amount of money from me.. for the engineer visit. Luckily the money was not in my account.. the internet constantly lags and freezes on me when it did get running.. and whenever i speak to customer service which is based in Mumbai India.. all i get is rude and DELIBERATELY obstructive representatives on the phone doing there very best NOT to solve the problem of my internet being constantly turned off for no apparent reason among the staff that LAUGH down the phone when your trying to make a complaint and hang up on you after putting you on hold for 30 minutes... the service is shocking... Even the service in the UK based areas is terrible even the billing department.. they say we will add compensation for spending hours on the phone being given the run around only for it not to be put on the account and lie to you.. but after hours and i mean hours of trying to find out why the internet is so laggy and trying to make complaints about advisers putting the phone down on you only to get NOWHERE its like talking to a robot on the other end of the phone... trust me every single phone call i have made has been the same... and if you want lots of headaches and your time wasted feel free to join them but let me tell you this EE DONT EVEN HOLD A CANDLE TO TALK TALK AND TALK TALK IS ONE OF THE WORST I HAVE DEALT WITH IN MY WHOLE LIFE.
STAY FAR AWAY.... TERRIBLE!
The only thing i can give them credit for however is compensating me for the issues i have had but its a rough ride getting them to compensate you.. (i just dont back down)
- Location
-
- Location
- YEOVIL
- Reviewing
- EE
- Date
- 2024-01-12
- Comments
-
Terrible experience for the last year,
Landline will not work correctly, countless calls to ee and countless visits. Abysmal customer service that will not listen to the problem.
Avoid this provider at all costs.
Even the managing director ignores your emails.
- Location
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- Location
- Ramsgate
- Reviewing
- EE
- Date
- 2015-09-20
- Comments
-
Customer services are terrible, they don't care one bit! constant mistakes, being overcharged, mistakes not rectified.
Broadband speed started off quick but now slower than a drunken snail! AVOID AVOID EE!!
- Location
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- Location
- Nottingham
- Reviewing
- EE
- Date
- 2020-02-01
- Comments
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Very poor internet. There guaranteed speed checks are also a scam. They go off the speed going into the router NOT what speeds you get. Was promised 30 and I'm lucky to get 20. Router is shockingly bad. 3 bed house and I cant get signal upstairs. Internet drops out randomly, was told by EE that it was the fastest in the are, also not true as next door has double the speed.
- Location
-
- Location
- Colne
- Reviewing
- EE
- Date
- 2015-03-21
- Comments
-
Horrible customer service twice time just switch off my phone. Very unhelpful not renew contract again.
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2016-05-17
- Comments
-
Avoid EE like the plague. Their customer service is abysmal. I signed up for line rental and broadband. I elected to pay 12 months' line rental in advance. They acknowledged this in writing. For 4 months they've been charging me monthly line rental, which is more expensive. Now they've stopped even responding to my complaints about it. In addition, I told them that I wanted my phone number to remain ex-directory, so what did they do? They put my number in the directory, my full name, address and telephone number appeared on both the BT website and 192.com after having been ex-directory for 33 years. In addition, they claim to have sent me e-mails that I haven't received, including e-mails about my bills. Their customer service staff just try to blame everything on the customer and they don't try to resolve complaints. At present, my complaint is going to arbitration even though I haven't got a "deadlock letter". I haven't got a "deadlock letter" because EE has stopped responding to my complaints, so the arbitrator is having to accept my complaint without the letter. Really, this is not a company you want to be dealing with, they're worse even than BT or Plusnet, and both of those are dreadful. Funnily enough, they're all part of the BT stable.
- Location
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- Location
- North east
- Reviewing
- EE
- Date
- 2016-11-07
- Comments
-
I really don't want to say this because I was so pleased to switch from BT but sadly I realise how good and reliable it was.
The buffering is annoying now and slow. What's going on?
- Location
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- Location
- S Wales
- Reviewing
- EE
- Date
- 2020-12-07
- Comments
-
Poor ‘max’ fibre broadband. You really don’t get what you pay for. Mediocre broadband speed littered with frequent router failures and total service failures.
- Location
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- Location
- Acrefair wrexham
- Reviewing
- EE
- Date
- 2016-04-28
- Comments
-
The speed is relatively ok, it lags terribly and the router needs resetting at least twice a week, not recommended I hate it!!!
- Location
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- Location
- Downham Market
- Reviewing
- EE
- Date
- 2019-12-05
- Comments
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These clowns offered one of the best speeds and TV packages at the time. The ee TV never worked even tho its just digital free veiw with 4 or 5 extra channels. The WiFi router was always losing connection at least 3 times a week. The speed of the WiFi struggled to stream videos from my phone to my or from amazon prime to top it all off after we have swapped to a better provider we have had a very rude letter demanding there rubbish router and TV box back (wouldn't of minded a nice letter asking) bunch of *****
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2015-09-03
- Comments
-
Worst company I've every dealt with. I signed a 1-year broadband contract in September but didn't get internet until November. I kept calling and they would say "within the next 2 weeks." Then reliability was spotty all year: several times a week we would have hours of unexplained 90-100% packet loss to most addresses. And now that 1 year is up I have to pay a £40 "early termination fee" because it took so long to activate the year before. Despite multiple complaints, the customer service reps do nothing to remedy this. Do not go with EE!
- Location
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- Location
- Guildford
- Reviewing
- EE
- Date
- 2014-09-17
- Comments
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I have been with EE for two years. At first it took them 3 month to install my line and actually got the broadband. When I moved Home I asked them to move my broadband, they told me it would take three weeks. On the day I was supposed to have an active line nothing came up. Ring them, after two days on the phone they told me they moved it to the wrong address (and some poor people lost their connection in the process). They offered me a month free and told me it would be up in two more weeks... I made the mistake of accepting. A week later they come back at me telling me they needed to restart the process and that the line would me operation in an addition 4 four weeks... In the mean time they offered a 3G dongle as a "solution", turn out to be a pay as you go one for which I actually have to pay. I finally resign my contract with them.
- Location
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- Location
- wellingborough
- Reviewing
- EE
- Date
- 2018-01-30
- Comments
-
terrible internet speed
o.68mb download
0.42mb upload
a carrier pigeon could get the information quicker.
I am suppose to be getting up to 38mbs,
I would at least expect to be getting 1mbs!!!!!
- Location
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- Location
- Coventry
- Reviewing
- EE
- Date
- 2020-12-02
- Comments
-
Over-priced, incredibly slow and EE teams that are very difficult to pin down what is happening / why it's terrible. When I asked to leave they all said that they understand why and they are surprised at how long I have stayed given how terrible it is. Even leaving - they have made it so difficult - my new provider will do it / i should have done it - here is a bill for last month even though you thought you'd left etc. Good news when you're really messed around they offer you a £15 voucher towards a bill that you don't think you should be paying anyway!
- Location
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- Location
- Essex
- Reviewing
- EE
- Date
- 2015-10-09
- Comments
-
Overall a poor expereance. The low light was when something went wrong with my pings/latency and it was near impossible to get in touch with their technical helpdesk and even when I did they were utterly unable to help. In the end moving provider was easier than taking to another offshore call centre.
- Location
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- Location
- Cheddar
- Reviewing
- EE
- Date
- 2015-08-18
- Comments
-
A completely useless customer service set up. Liars and cheats.
Supposed to buyout previous bb contract but wriggle and duck and dive. Passed from pillar to post. They churn YOUR cash and are basically money launderers. Fraudsters.
- Location
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- Location
- North east
- Reviewing
- EE
- Date
- 2017-08-10
- Comments
-
Terrible, when first installed the connection was poor, I called customer services and they said I should buy a booster. I live in a town so not exactly in the sticks. Ive been having problems again lately and they said they needed to send an engineer out. Failed to show twice, had to wait in half a day both times. Now on hold and have been for 40 mins trying to get through. To put salt in the wound they issued my bill today.
- Location
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- Location
- Horbling
- Reviewing
- EE
- Date
- 2019-04-22
- Comments
-
Dry poor broadband speed, I suspect due to a poor landline connection to the hub.
- Location
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- Location
- Glasgow
- Reviewing
- EE
- Date
- 2015-03-24
- Comments
-
I was offered the home broadband and tv package switching from Sky to EE. Well the activation date was supposed to be 1 week ago. All they managed to do was switch off my previous broadband and phone line and tell me my order had been cancelled with no explanation. I then get a new activation date for 2 weeks later and they then contact me one week later telling me that the order was unsuccesful. Have spoken to at least 10 people trying to sort it out but its not worth the hassle I have given up, cancelled the order and will now be getting BT.
- Location
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- Location
- Torpoint
- Reviewing
- EE
- Date
- 2013-07-07
- Comments
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My issue with EE is the very poor service when dealing with a telephone landline fault. The relationship between EE and BT appears to be very unreliable as it took over 2 weeks to resolve a straightforward defect. All evidence of the fault pointed to the exchange but this was not tackled until 2 home visits and persistent pleading from me to the 150 help desk.
- Location
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- Location
- Hitchin
- Reviewing
- EE
- Date
- 2018-01-30
- Comments
-
Useless, struggle to play videos on Netflix or Youtube. Cannot play online games at all and their customer service is poor.
- Location
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- Location
- Lancashire
- Reviewing
- EE
- Date
- 2014-03-05
- Comments
-
Do not get involved with EE or Orange, not only is their customer service dreadful, the whole company ethos seems to be about trickery and broken promises rather than providing a service worth paying for, save yourself a lot of trouble and go somewhere else.
- Location
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- Location
- Manchester
- Reviewing
- EE
- Date
- 2015-09-06
- Comments
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Slow speeds even on fibre. Cut out frequently for no reason. Once cut out for days and getting customer services to help was more painful than pulling my one teeth. Rude customer service who can never help. Hidden charges upon leaving despite being out of contract. Just awful.
- Location
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- Location
- Norwich
- Reviewing
- EE
- Date
- 2016-09-22
- Comments
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If you have the misfortune of getting the Indian call centre (ICC) EE customer service are painful. A call will take twice the normal amount of time it would otherwise.
Connection was awful - broadband kept buffering on all devices
After calling to complain the ICC cut the connection for our BB completely.
EE ARE TRULY BT LEVEL APPALLING FOR BROADBAND. FOUND SKY FAR FAR BETTER
- Location
-
- Location
- United Kingdom
- Reviewing
- EE
- Date
- 2015-01-07
- Comments
-
Switched across to EE a year ago as I had my mobile with them.
Positives:
+ Price was good at the time
Negatives:
- Customer service is poor. I had to call twice for a mac code today. Second time took 25 mins mostly on hold and the cust retention team effectively told me I was lying about having called earlier in the year about broadband speed!
- Struggled to get 2mb speeds when TalkTalk were usually 5-6mb.
- The router was poor as well, couldn't get reception one room across unless the door was open.
Everyone makes mistakes, but don't call your customers a liar!
- Location
-
- Location
- Belleek
- Reviewing
- EE
- Date
- 2015-10-26
- Comments
-
reported very slow speeds of 1.34mg was told it needs an engineer to call and check it out.later the speed went up to 7.09mg and then later back to 1,34.We are paying for fiber optic speeds of up to 16.1mg but the service is very poor.Have EE broken their contract? can I get shut.!!!
- Location
-
- Location
- Manchester
- Reviewing
- EE
- Date
- 2024-03-03
- Comments
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So I'll try and keep this short, they will repeatedly raise your price, yes it's in the terms of service but they don't properly inform you of it otherwise. Moreover then I called up about this and was given as they called it misinformation by one of thier representatives saying they could get me a cheaper price or package when they couldn't and they knew they couldn't it was a lie. Then a member of thier loyalty team said how they had said to the liar that they couldn't offer me anything before he did that and openly accused his college of lying to me and told me how to file a complaint against them. Anyway, they offered to pay me out of the exit fee, then I spoke to someone from the executive team who said no no only they could offer to pay the exit fee and it didn't matter thier colleague had offered it me the other day, they agreed to it, but would not admit they had lied to me and instead said I had received misinformation from thier own people, they wouldn't do a good faith gesture beyond getting rid of the exit fee which was the bare minimum and they had to be threatened with legal action for that.
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2017-01-11
- Comments
-
I am frustrated and felt cheated with the kind of service EE provides.
I moved house and broadband connection in the new house is couple of weeks away. So I went to EE to get a monthly broadband and told them I need it for a 2 weeks only. The minimum plan they had was for 1 month which I opted for and told them I don;'t need this to be active beyond 1 month.
The sales representative told me that I can call customer care to cancel my connection post my first payment is deducted, which would be after 14 days of my connection activation. I did the same thing but now the customer care is saying I have to pay for another month as they would need atleast 30 days notice as per T&Cs. Also they have a cancellation fees of 8.99.
All these were not mentioned to me by their sales representation when I went to discuss the option in the store. I mean who reads 4 pager T&Cs in the store before signing the document. It should be the sales representative's responsibilty to make customer aware of cancellation process and fees, which clearly wasn't done in this case.
Please avoid them as they are bunch of cheaters sitting their and making fool of customers.
- Location
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- Location
- Oxford
- Reviewing
- EE
- Date
- 2013-11-26
- Comments
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I recently joined EE broadband and that was my biggest mistake i ever made. My line didn't go live when it was meant to. I had to keep ringing them. Every time i have rang them customer service has been very poor and it has taken average of 40 mins to get through a customer service. I thought Talktalk was bad but EE are even worse then Talktalk. Wouldn't advise anyone to join them. I am very disappointed with the service
- Location
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- Location
- England
- Reviewing
- EE
- Date
- 2014-04-07
- Comments
-
Always crashes, it's really slow, and you can be kept on hold for an hour or more. Terrible.
- Location
-
- Location
- Chorley
- Reviewing
- EE
- Date
- 2015-01-27
- Comments
-
Absolutely rubbish. Struggle to watch BBC I player, stopping every 10 - 20 seconds buffering.
Internet connection keeps dropping out.
11 more months of this rubbish.!
Can't contact customer service any way except on the phone were you are on hold for 20 mins. Then you get a foreign call centre! They can never help. Help me please.
- Location
-
- Location
- London Paddington
- Reviewing
- EE
- Date
- 2015-03-25
- Comments
-
Worst customer service ever, never been so frustrated about EE. Starting on 22/3/2015, frequent disconnect on network and called customer service. After all the rubbish standard of procedure of checking and testing line, which cost 40 minutes EVERYTIME, and you require an engineer to visit, but customer service you called are not able to direct them because they are outsourced. Ok, they will call us back tomorrow.
One day later, they called, test connection again, they said ok to schedule a engineer but need to call us back to confirm. I was at work and wont be able to spend 45minutes on hold. I missed one call, and I call them again, they need to start everything from 0, from tier 1 customer service test connection and said give me a call later.
Missing 1 call and you bounce back to zero? I have wasted 3 hours talking to robots from sunday, till now I still have not yet been able to schedule an engineer to look at it. I have changed a 50 pound router, new filter, new cables just to ensure it is beyond our control.
Worst customer service ever. How can this company still exist in this generation...
- Location
-
- Location
- bradford
- Reviewing
- EE
- Date
- 2016-01-11
- Comments
-
PLEASE STAY AWAY FROM EE OTHERWISE YOU'LL PROBABLY FACE THE SAME...Very poor speed and drops in connection. When you phone up they are useless giving you diffrent stories and making you go round in circles. They took a month to fix my brodband after it just stopped working. Un-believeable how they get away with such rubbish service and jeep your money. I'm changing as I write this review.
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2015-03-05
- Comments
-
Connection keeps cutting out, 27 minutes to get through to customer service, 25 more minutes trying various things, followed by a promise to call me back....still waiting. Big regret choosing EE
- Location
-
- Location
- Reviewing
- EE
- Date
- 2023-10-01
- Comments
-
This is some woeful broadband. To be fair to this broadband, Openreach did literally use some aluminium under the roads for it, but still. I suppose that the only saving grace before we had our router replaced was that provided you were in the living room, it mostly didn't drop out. If you have Fibre To The Premises available and have the funds to do so, do switch and don't go with EE.
- 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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