1,612 Customer Reviews over 41 pages
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- Location
- Hampshire
- Reviewing
- EE
- Date
- 2015-11-20
- Comments
-
I cancelled my contract and asked on the phone if it was OK to go ahead and remove EE from my direct debits on online banking. The person on the phone said that yes, as a payment had just come out I was OK to cancel the direct debit. EE then tried to take a further payment after I'd cancelled the direct debit. When I received the letter stating that my payment hadn't been collected I contacted the customer services to explain the situation. After being put on hold for 20 minutes while the operator spoke to her manager I was told that no, I had to pay the last amount as they had no record of me cancelling the account. I had to re-cancell the account. I was told either to pay up or to go through to the customer complaints process. I didn't pay, initially believing in the process, then filled out the customer complaints email but got no answer. I thought the problem had been dealt with but then received another letter threatening my credit rating and that my 'debt' would be sold to a collection agency. I called the number to pay the amount because I don't want that, and even THEN it wasn't easy - the automatic payment process switched to a person who needed to take all my details again. When she asked for the payment due date on the letter (there isn't one) I was told I couldn't make the payment. So now I have to pay but can't pay. After I took her employee number so that I could try the complaints process again she magically could take the payment without the mysterious disappearing due date. Please for the love of humanity, if you're reading this before getting into a contract please don't sign with EE or Orange, or T-Mobile (they're all the same company).
- Location
-
- Location
- Hampshire
- Reviewing
- EE
- Date
- 2017-04-14
- Comments
-
Very pleased and more than happy with the transfer - easy - prompt delivery of Hub and good communication in respect of transfer. I'm pleased I changed as my other provider was expensive and not always reliable.
- Location
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- Location
- Hampshire
- Reviewing
- EE
- Date
- 2014-12-22
- Comments
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Absolutely hopeless customer service. I'm currently waiting for 24 minutes on hold waiting for so-called Customer Service to get back to me. I've been waiting over a month for connection, and still no news. AVOID.
- Location
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- Location
- Haringey
- Reviewing
- EE
- Date
- 2014-03-26
- Comments
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Can't actually speak for the broadband reliability and speed as we never got that far. After it was suggested that by joining EE we would benefit from easier broadband installation with less hassle I signed up,and was told my installation date would take 'around 10 working days'. I was not informed that the fibre broadband would take 17 instead, although I'm sure this is in the paperwork somewhere and it is probably my fault for not reading the small print, though it certainly indicated a lack of transparency from the salesperson (what should I expect?). As we received the router after only a week I rang up to enquire about whether our activation date could be pushed forward and I was told not, which was absolutely fine. HOWEVER I found out later that day that the person on the end of the line had actually deactivated and reactivated my order, meaning our activation date was pushed back by yet another week. As we have already had numerous problems getting internet for our new flat I cancelled the contract and signed up with a new provider.
I appreciate that our experience may have been a one off. However there is zero advantage to signing up with EE in terms of the installation process, as you are liable to have to wait just as long or even longer for your activation date as you would if you were getting an engineer installation with any other company (and you are in the position of not having a person there to help if you run into problems with it). 2 stars rather than 1 to customer service as at the very least they didn't try too hard to talk me out of the cancellation.
- Location
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- Location
- Harrogate, a North Yorkshire
- Reviewing
- EE
- Date
- 2016-08-12
- Comments
-
I would like to say how disappointed I am with EE.
I have reported faults several times and kept getting fobbed off. On my third call an engineer was booked. I received a text confirmation almost immediately. I was not surprised no one turned up.
You sent me a text survey in which I slated your help desk. You did not respond to it.
As a result I have switched providers.
True to form you have not been in touch once since, you have even cancelled my broadband 3 days before the new one starts!
Rest assured my grievances will be posted on any public media site I can find and will be advising as many people as possible to stay clear of EE.
- Location
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- Location
- Harrow
- Reviewing
- EE
- Date
- 2017-04-27
- Comments
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I have signed up to alerts when there re service problems in my area. The inbox is full with text alerts. Currently there is a major problem and internet is down. The help line on 150 is either not taking calls or hanging up after 15 min of holding.
Overall the reliability of broadband and the achieved speed has been appalling.
- Location
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- Location
- Harrow
- Reviewing
- EE
- Date
- 2015-03-08
- Comments
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I tried to leave my Orange Home Broadband after two and a half years of loyal custom. What a nightmare! I am convinced what they do if it is not illegal is at the very least inmoral.
Orange had me hanging for 45 minutes to start with. Then they were not having it. No matter how many times I stated "Will you please give me the MAC Key that my new broadband supplier requires", the operator was trained to ignore my request and refused to hand it over. The patronising treatment was insulting and humiliating. After 20 minutes begging for my MAC Key, operator said they could not tell me over the phone and I would receive this in five working days through the post. No 'thank you for your custom' or anything remotely similar.
- Location
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- Location
- hartlepool
- Reviewing
- EE
- Date
- 2014-05-05
- Comments
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AVOID at all costs. By far the worst customer service I have ever experienced. The broadband and internet are so unreliable and after being promised an "engineer" to be sent to my house 4 times, To plug a machine in and tell me everything looks fine, ive now had enough. We even paid for a better package as they advised us to do 6 months ago due to the broadband&Internet cutting off ALL of the time, and now they are telling us we haven't acctualy been upgraded. The company is a joke and there is alot of cheaper and more reliable competitors out there.
- Location
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- Location
- haslemere
- Reviewing
- EE
- Date
- 2016-03-08
- Comments
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I am very pleased with EE. Everything happened as promised on the day.
The only slight hitch was temporarily losing my existing phone number
Phoned them on their free number which was answered immediarely. Within the hour my old phone number was registered.
Brilliant!
- Location
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- Location
- haslemere
- Reviewing
- EE
- Date
- 2016-03-09
- Comments
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I did a review yesterday that has not yet been shown.
So this is an update.
Still very pleased with how my change over from a different supplier went.
Much cheaper with free land line; 1000 mobile and international calls.
The speed (still not fibre)is also much faster.
Brilliant and to think I was nearly put off by the reviews!!
- Location
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- Location
- Hastings
- Reviewing
- EE
- Date
- 2014-05-01
- Comments
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Driving me insane ! totally unreliable ,hours spent trying to get it working and when it does work its slower than my old dial up internet connection! Big mistake moving to EE
- Location
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- Location
- hastings
- Reviewing
- EE
- Date
- 2022-01-10
- Comments
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best isp bar nun in my opinun had bad openrech line for over 3 years with 3 difrant isp's nun could get openrech to fix it but thought i'd give ee a shot as my sister had them and they sorted a fault on her line quickly well within a mounth and openrech saying they could see no fault a lovely lady did a video call with me and my dsl droped when i was on the call she run a line test and found a bad cabel 450 meters away from me she then got openrech to replace it and have had no drop outs since ee got there after 3 others isp's failed top work !!!
i do use my own mesh network for wifi i recomend tp-link deccos
- Location
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- Location
- Hastings
- Reviewing
- EE
- Date
- 2013-11-28
- Comments
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Awefull, for watching films constantly having to refresh. For online gaming latency so bad could not interact. Customer service repetitive with regards to performance of service. when I wanted to relinquish my contract they said I hadnt complained enough. Calling meant waiting in quees for twenty minutes at a time to finally be told department was closed. On the odd times I got through I would be cut off, allafter an 9 hour day at wor to come home and have to spend two hours on the phone with EE to diagnose problems with service and to relinquish my contract. service is terrible they ar offering a service they cannot deliver. Would not recommend in my wildest dreams.
- Location
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- Location
- Havant
- Reviewing
- EE
- Date
- 2016-07-09
- Comments
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I had faster more reliable internet 15 yrs ago! What EE offers is dated and useless! EE wifi is so incredibly frustrating, I don't know how they can offer such poor service.
I regularly post videos to youtube and the upload speed is so bad (0.96) it will take 3 hrs to upload a 2-3 minute video, and whilst it's uploading, you can't browse any other pages or pretty much use the internet at all. Not the upload or download speeds they promised, yet they don't seem to be doing anything about it. Its even worse in the evenings so I can pretty much forget about streaming videos from Netflix etc.. I'm not the only one who feels this way, but 1 star is incredibly generous for such appalling internet service. I'm not in a remote area, I live 10 minutes from Portsmouth so there's no excuse for ripping off customers like this with empty promises.
- Location
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- Location
- Haverfordwest, Wales
- Reviewing
- EE
- Date
- 2015-10-04
- Comments
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Absolutely poor, customer service is poor, they claim thier tests always show excellent results.
They apparently changed the router channels several times to increase my speed but still the same.
Files take forever to download, WiFi signal in my house which is small is poor and drops out, also have the TV aswel, can't even watch Netflix or YouTube without the good old buffering thing popping up.
Complained via phone, complained via email and letter an no response, my advice, pay extra and go with someone decent, I was with BT paid £10 extra a month but I was hitting 70mb download everyday near enough regardless of what time of the day it was, i'll be very surprised if this review posts quick.
- 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
- Hayes
- Reviewing
- EE
- Date
- 2016-06-29
- Comments
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Totally waste of time and money and your health, They will never listen to you positively, Very bad in all aspects, Just veer away from them.
- 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
- Hebden Bridge
- Reviewing
- EE
- Date
- 2013-08-28
- Comments
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Can cope with slow but serious issue with changing contracts that they will not admit to.
Absolutely pointless customer service and complaints service on phone . Talk to the phone we are trained to block.
Now, in 2013 I am having to write a letter to get even the chance of anyone looking into this problem. Avoid, another dodgy Internet big business
- Location
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- Location
- Helensburgh
- Reviewing
- EE
- Date
- 2013-11-20
- Comments
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Absolutely shocking service from EE. Nearly every day i have to re-set my broadband router before waiting a few minutes for the connection to re connect. After numerous phone calls complaining all they do is say that the router is changing receives regular updates and this can cuase it to require re setting. This is the third router we have received and the problem continues! EE refuse to allow us to cancel our contract unless we pay the 'buy out' charge which is disgusting considering we havent actually been receiving the service that we have been paying for for over 6 months!
- Location
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- Location
- Helsby
- Reviewing
- EE
- Date
- 2018-06-28
- Comments
-
Dire broadband. The worst and slowest I have ever encountered. Dire customer services. Dire company to deal with. No interest in the customer. Internet download speeds so bad it gets unuseable. AVOID!!
- Location
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- Location
- Helsby Cheshire
- Reviewing
- EE
- Date
- 2018-06-08
- Comments
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EE Broadband stinks!!!
EE Customer service stinks!!!
Avoid this scam organisation!! Do not believe a word they say. Their boradband is snailband... it sucks!!!
- Location
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- Location
- Hereford
- Reviewing
- EE
- Date
- 2017-06-02
- Comments
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Worst internet ever, literally have been dealing with it for over 6 months now and have ha promises from engineers and ee that they can resolve the issues. They give temporary fixes which speeds the internet up for a couple of days and then boom back to square one with terrible speeds. However if you would like to have a mental breakdown i highly recommend going with EE
- Location
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- Location
- Herefordshire
- Reviewing
- EE
- Date
- 2018-01-17
- Comments
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Totally unreliable. Lose connectivity all the time. It was okay before I switched.
- Location
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- Location
- Herefordshire
- Reviewing
- EE
- Date
- 2017-05-09
- Comments
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Almost given up trying to get improvement. Customer service are helpful, they try to resolve issues but it never really gets fixed. Painfully slow loading websites. YouTube just circle and circle for several minutes before playing if I'm lucky. Freeserve, wanadoo, orange were always great, since changing to EE is been hell. Feels more like dial up modem of old. Haven't changed to better cheaper package like I was offered recently to do, but don't want to be tied to contract. Just unsure where to go next. No idea who's providing a good service. I'll wait and see if they send engineer over to check for issues, if they don't, I'll try elsewhere.
- Location
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- Location
- Hertfordshire
- Reviewing
- EE
- Date
- 2014-12-31
- Comments
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This has got to be the worst internet provider ever.. It is quicker to post a letter than send an email on this pathetic excuse for an internet provider..Have been trying to cancel my contract, but they want a ridiculous amount of money.. DO NOT SIGN UP WITH THIS COMPANY.. you will regret it..
- Location
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- Location
- Hertfordshire
- Reviewing
- EE
- Date
- 2017-02-10
- Location
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- Location
- Hertforshire
- Reviewing
- EE
- Date
- 2018-08-21
- Location
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- Location
- Hesketh bank
- Reviewing
- EE
- Date
- 2015-09-11
- Comments
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Shocking how slow the Internet is
- Location
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- Location
- Heswall
- Reviewing
- EE
- Date
- 2015-10-29
- Comments
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OMG. I thought I had seen it all. I had a business critical need to get this up and running and they totally messed it and then again and then again and then again. I have spend around 15 hours on the phone and had nothing but trouble. AVOID. REGULATOR PLEASE PLEASE JUST CLOSE THEM DOWN.
- Location
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- Location
- High Wycombe
- Reviewing
- EE
- Date
- 2014-08-29
- Comments
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Sooo wish I didn't go to EE. Is it fast ? yes however 2 massive issues. You cannot download any torrents whatsoever as they have taken it on themselves to block them !! Another massive issue is I occasionally work form home and have a personal email address @mycompnay name - thing is I cannot send emails as you have to enter different outgoing mail server settings which is a opsin in the a!$ as I have to change when I get home, then change again back in the office. If I could get out of the contract they so clever tie you in with I would have stayed with SKY as they do not determine what websites you can or cannot download form and I didn't have to change my mail server settings. When I called them and asked why I cannot download torrents he said they follow some "guideline". Funny how Google do not do this and allow you to use the internet how you wish ! Pointless having 38 mb broadband as I cannot use it !!
- Location
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- Location
- High Wycombe
- Reviewing
- EE
- Date
- 2015-08-21
- Comments
-
Appalling speeds. Trying to watch videos is a nightmare. Used to be with BT with no problems, apart from price. Spoken to EE cannot offer anything!
- Location
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- Location
- High Wycombe
- Reviewing
- EE
- Date
- 2017-08-16
- Comments
-
AVOID! only went with them because my phone contract was up and i would be getting the internet cheaper but MY GOD what a mistake that was! the speed is appalling! cant get out of contract for 18 months and im gutted its diabolical, they said it would be the same speed as BT but thats rubbish. Honestly dont do it people, stay away from EE broadband
- Location
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- Location
- highbridge
- Reviewing
- EE
- Date
- 2016-12-19
- Comments
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weak connection, regularly disconnects for intermediate periods. Customer service ok but nothing special, not worth the money
- Location
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- Location
- Highlands
- Reviewing
- EE
- Date
- 2017-12-26
- Comments
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Brilliant customer service - and on Christmas Day. Very helpful, problem solved. Thank you ;)
- Location
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- Location
- Hillsborough, Co.Down
- Reviewing
- EE
- Date
- 2015-03-02
- Comments
-
Recently switched to EE. Went from bad to even worse- if that is possible.
You spend hours and hours of your life on hold waiting to speak to someone, then get cut off when the phone is answered.
The customer service is dreadful - I have had the EE broadband service for around 3 weeks now, and most of that time,I have had no internet. I have been calling India to get someone to fix my internet in Northern Ireland...cheap for them, but very difficult to communicate with.
If you want no broadband, poor customer service and to spend hours of your life on hold listening to tinny music, then EE is the one to choose.
Do NOT pick this company.
- Location
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- Location
- Hinckley
- Reviewing
- EE
- Date
- 2014-05-22
- Comments
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I have to say I am surpirsed by all the negative comments below. I took the home broadband from EE when I upgraded on my mobile contract. Customer service was fantastic, router was delivered on time and trackable, activated on the correct date and have received very consitant 7.7Mbps via WiFi ever since. Could not be happier! Was only receiving 6Mbps on Sky previously.
- Location
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- Location
- Hitchin
- Reviewing
- EE
- Date
- 2018-01-30
- Comments
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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
- Home
- Reviewing
- EE
- Date
- 2015-11-03
- Comments
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Poor connection and loss of speed. Called today for help and after almost an hour on the phone I was none the wiser and not better off. Not happy. Have had a completely wasted day with work.
- Location
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- Location
- Honing
- Reviewing
- EE
- Date
- 2019-07-29
- Comments
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Changed to EE fibre as soon as it was available (more than a year ago). Always at advertised speed and 100% reliable.
- 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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