EE Home Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for EE.

Recent Customer Ratings for EE

  • Satisfaction
    3.3 stars
  • Customer Service
    3.6 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 556 customer ratings since 2021-07-02 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

1,560 Customer Reviews over 39 pages

  • Reviewer
    Location
    darlington
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I know my computer is old but my broadband is sooooo slow. Customer service is rubbish so I'm looking for something better.
  • Reviewer
    Location
    Manchester
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I have a problem with the land line not working for a week, after calling and calling for help to EE, the sixth operator, said "Mi number and my name is not registered on their system" so I'm still without phone, and without technical assistance, but I'm registered to pay every month. Looks funny, but it's sad and shame, what they done to me.
  • Reviewer
    Location
    Liverpool
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Joined in August for fixed broadband line (coming from SKY). Worst decision ever. Uptime is awful. Speeds are a fraction of what was estimated on my line for fibre. Engineers have been out three times and the customer support is none existent. Takes about half an hour to get through the three waves of customer service agents before you speak with someone who can help you... All the way through you have to suffer the non-stop, rehearsed empty, patronising apologies of trained CS monkeys.
    My broadband has been disconnected for SIX count em, 6 days now and I have had no answer despite calling up twice a day. They keep telling me there's a fault on the line and someone will call me back, nobody ever does.
    Cancellations are just shrugging and saying yeah fine you can leave but they won't refund my line-rental which was paid up front.
    Honestly never experienced worse service.
    All I can say is steer WELL clear of this one.
    (Liverpool Area)
  • Reviewer
    Location
    Fife
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had EE fibre broadband since March 15, was a nightmare getting connected and being past from pillar to post when speaking with customer services.
    It was finally connected and it's soooo slow! Constantly cuts you off, you can't seem to have more than 1 person online at once or it just leaves you at a stand still. Not easy with a 13 year old who loves gaming!
    We persevered this long and have now decided to change suppliers..
    Can get much better service and connection elsewhere for the same price of not cheaper.
  • Reviewer
    Location
    Croydon
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    EE treat their loyal customers, who have been with them for decades, unfairly. They charge them way more then new customers.
    Last time I upgraded my broadband into Fibre broadband after having lowest speed. I agreed to pay £27 monthly by direct debit.
    It has improved for a short time and got even worse after that.
    Moreover, I was charged £32 per months.
    This month I found out that I was charged £41 with no notifications or whatsoever. Very disgusted by this!!!
    Can’t wait to leave EE!!!!!!
  • Reviewer
    Location
    Edgware
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    EE seem to be going from bad to worse. I renewed my contract about 4 months ago when the internet connection was slow and they said that things would improve. Things have got worse and I'm now waiting ages for pages to load or I get connection lost messages. On the admin side they have not sent me e-mails to my revised e-mail address although this was done at the time of renewal. Okay to Bad to Worse!
  • Reviewer
    Location
    Devon
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have had huge problems with our EE home broadband, since moving house at end of August. Firstly, it took them almost 5 weeks to provide us with broadband at our new address, various 'go live' dates were given, none complied. When we finally got connected, the speed has been unstable and very slow a lot of the time. A truly appalling experience which maybe explains why we are moving to a new provider next week!
  • Reviewer
    Location
    Scotland
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Changed from Sky to EE has to be the worst mistake I made. I have or should I say supposed to have the highest broadband they do was poor at first but gave it a fair shot as I put it down to being new. I haven't even had it a month and I'm hating it. Internet cuts off and is slower than any I have ever tried. Why am I paying for "unlimited" "great speed Internet" which I do not receive.
  • Reviewer
    Location
    b26 2tl
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ee are a joke. ee told me i will get 12 to 14 meg. i get 0 to 8 meg
  • Reviewer
    Location
    Edinburgh
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I wish I had checked all reviews before choosing EE. The worst broadband ever!! We have been without internet for 4 weeks. 2 new routers were send but never worked. EE always blames something else. They blamed BT line. Two guys from BT came in in two weeks.. but is nothing to do with the BT line. EE can't solve the problem. They started to ignore my calls. Always promises to call me back but never does. Or they just leave you a voicemail that they couldnt contact you due to my bad reception!!! We're is the good attitude to customers???? Terrible service.
  • Reviewer
    Location
    Bedford
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I've been with my internet provider for a long time. Started out as Freeserve, then Wanadoo, then Orange. 18 years later I find myself with EE. OMG, what a shower! They turned off my land-line and broadband on New Year's Eve. Their mistake but despite repeated requests for an explanation, EE has yet to explain how it happened or apologize for causing major inconvenience. They promised to reconnect and restore within 72 hours and notify via text. However, after 72 hours, no text arrived and it was a pure accident that I discovered that we now had a new phone number! After repeated calls and six days, we finally got the broadband working. Irritatingly, it seems we may be on a new contract. A new router (yet to arrive at time of writing) must be used with new login / username and password. All very inconvenient and frustrating at a time of year when good communications are everything. After 18 years using the same email address, I am about to dump EE. New contract or not, it might be lawyer time - EE was in breach of contract by deleting my account. Words fail me!!
  • Reviewer
    Location
    SW London
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have been with ee/orange for about 3 years.

    It used to be a good broadband service but since EE took orange over it has deteriorated hugely.
    Our internet connection stops working on a regular basis; this has happened about 7 times and we are currently without Internet connection yet again for no apparent reason.
    Calling to get it sorted out takes about an hour on the phone each time and they always "run tests" to ascertain the problem. But no one really seems to know what the problem is.
    We have now been without Internet connection for 3 days and apparently no-one can sort the problem out today. someone from EE is going to call on Monday (today is sat ) to sort it out.
    In addition to regularly losing internet connection, the signal has really deteriorated in power in our home.
    I am going to switch to another provider. This service is rubbish.
  • Reviewer
    Location
    West Molesey, Surrey
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was an EE mobile customer and the service has always been excellent, I received an email from EE offering a deal on their fibre broadband and, as a mobile customer I would get 10mb of free data on my mobile. It also came at the same time sky put up its prices.

    Having switched to EE fibre (easiest and best part) I have now had to visits from bt openreach to try and resolve the poor speed issues the last one on Tuesday the engineer was here for almost 2hrs, rewired the house, the connection in the cabinet but, still the speed is no better used to get 34mbps from sky now I can only get 18mbps down the same phone line! BT say it’s an issue with EE, EE says its BT.

    Worst service ever.
  • Reviewer
    Location
    Dewsbury
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Absolutely rubbish broadband service. Keeps getting disconnected. slow downloads. Getting connected on mobile devices is a recurrent nightmare. AVOID AT ALL COSTS
  • Reviewer
    Location
    Nantwich, Cheshire
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly havent experienced such poor service anywhere in fact they should be called Terrible Allthetime. Started the process to move from SKY to EE early April its June 4 and still on Sky... Oh, I had a letter stating what was going to happen next AFTER I had called to cancel and was talked round LOL (and given, well promised, £50 in M&S vouchers) they say they've tried to call me ??? all I can say is think before moving to EE. Ive heard the speeds are good and the product reliable but it is the disconnect between Ops and Sales that needs sorting out. Ill give it a week and then cancel and complain to OfTEL or whoever it is these days.
  • Reviewer
    Location
    Northallerton
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    EE has the worst customer service I have ever experienced first I ring up for a mobile contract only to be told I can't have one unless I also take out broadband I explain that I am already in a contract he replies saying that they buy out contracts and I don't need to do anything at all I ask if my you view box will still work (3 times I asked) his reply yes it will.. Next day I get an email from Talk Talk saying I owe them money so I ring back up only to be told I have to pay my contract off and they will reimburse me. I agree to stay with EE. My EE went live today only for my you view box not to work, I ring up again to be told the speed is too slow so no it won't work. I try to reinstate my Talk Talk only to have to do a new order which will actually cost me more than I was already paying and will be two weeks without Internet whilst I have exams and need to study!!! I ring EE back up the customer services are good and the guy was helpful I then look at my bill which has an outstanding charge on for 33.02 how can I have an outstanding charge on something I have never used?? And I see a 'deposit for service' of £50.00 has also been taken out of my account something I new nothing about! He never even told me how long the contract was for! This service is horrendous and has resulted in me spending time I should be spending studying re ordering a service I already had and was happy with. Absolutely disgusting! It annoys me I have to even give them one star!
  • Reviewer
    Location
    London
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Router constantly disconnecting horrible customer service that dont now what their talking about 95% of the time. They'll intice you with low prices but i would take better customer service better reliability than a deal thats only 10 pounds cheaper. AVOID AT ALL COSTS!
  • Reviewer
    Location
    South wales
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Was with talk talk I thought they were bad, BUT EE are the worst service ever, customer service is appalling once they got you on there books they don't want to know you.
    Please take my advice give them a miss, can't wait for my contract to end.
    EE if you read this and you care about your customers take note.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Possible worst reliability I have encountered - works for a few weeks and then drops out to less than half a meg for days.

    Came to end of contract, phoned for migration code, customer service is rude and obnoxious, hung up on me. They did tell me I was out of contract and there would be no fees, but then charge me £10 because I am still in contract after I move. Phoned multiple times a day by their call centers after leaving, who just hang up on you when I say that I am not interested and to please stop ringing, won't be going anywhere near in the future, very bad form from a huge company who should know better.
  • Reviewer
    Location
    Abergavenny
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I switched from talk talk to EE, I was promised fast download speeds and fast broadband. The price for the Internet has increased where as the speed of the Internet has decreased, it has also become very unreliable to stream videos on such websites such as youtube. A game took 5 days to download where as with talk talk only took half an hour. When on the phone to customer service, they told me that systems were down causing everyone to have such slow internet and it should improve, but 2 weeks on I am still here with slow internet with promises By EE broken. I am severely disappointed in the service that I am getting, I am paying for fast fibre Internet when in only getting 2kb ps which is ridiculous.
    As soon as my contract ends I will be leaving EE all together including phone providers.
  • Reviewer
    Location
    -Rotherham
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely dreadful. A shameful excuse for a broadband provider. I have spent the last 30 minutes watching (correction, trying to watch) a 30 minute TV programme . Do you know how much of the programme I was able to watch in that ammount of time ? Just over 8 minutes! because of repeated buffering which eventually got stuck. Not impressed at all. Would not recommend. Please do yourselves a favour and avoid at all costs. This outfit doesn't even deserve to be in business as far as I am concerned. I had the same issue when it was Orange. Fell for the lies I was told at point of sale that I wouldn't experience the same problems. Should have known better! I have already phoned them up. Yes, they admitted there was an issue and fixed it. But the fix was short lived. A few months on and we're back to square one. Its not the area I'm in or my laptop as I experienced problem free broadband for several years with Talk Talk. I will be heading for the hills the moment my contracts up (or possibly sooner and with no intention whatsoever of paying any penalties for the crap service they provide). I will not be fooled into taking out any broadband with them ever again, no matter what they say to me!
  • Reviewer
    Location
    Oldham
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Constantly cuts out and should not take 30 minutes to watch a 10 minute video. When we have tried to call and resolve the issue, we just get told that there is nothing wrong. Disgraceful.
  • Reviewer
    Location
    London
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    From the day I odered the broadband til now has been nothing but endless problems.

    Took them THREE WEEKS to "set up" absolutely NOTHING. Everything is done remotely yet they couldnt activate my broadband any sooner. What kind of diabolical service is this? If you are selling a product stating that it will be activated in TEN days, ensure it will be activated WITHIN TEN DAYS!!! I don't understand how on earth it can take so long for them just to activate my broadband remotely! They don't even need to send an engineer to the property to install anything. Broadband is extremely slow and constantly disconnects. Was told I would have a broadband speed between 6-12MB. I'm barely getting 2. Will be putting up a fight to get out of my contract early. I see no reason as to why i should pay for a service I'm not even receiving. STAY CLEAR
  • Reviewer
    Location
    London
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely diabolical. Painfully Pathetic speeds almost every day all day. A regular speed test on multiple sites shows an average of 0.17mbps down and 1.6mbps up which is slower than dial-up back in the 90's. How they can call this the "fastest 4G" in the UK is beyond belief. Simple sites like Google can take up to 2 full minutes to load, any kind of streaming/watching videos is next to impossible even at the lowest picture quality due to the constant buffering/pausing. Customer service is a laughing stock. Each time I've called to complain I get the same old excuse "restart your router", "the mast is down" blah blah blah. Always claiming there is no problems in my area but clearly there is.

    It's just not worth it guys. They will lure you into a contract with the false promise of "great speeds" and "top quality service" and then once they have you tied in you will start to quickly experience problem after problem and they won't give two pennies about your service as long as they are grabbing your monthly payments. Save yourself the headache and look elsewhere.
  • Reviewer
    Location
    Worksop
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish. Changed from Talktalk which was bad and EE is much worse. Went from 8mbps to about 0.5 to 1.

    Utterly useless and drops connection on a regular basis after 10:30 PM
  • Reviewer
    Location
    Glasgow
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    this is going to be long.
    from the begin there was a problem with the speed, however i have been informed it is going to take up to 10 days to set. after 10 days obviously went only worse. this is when i was no longer entitled to leave without cancellation fee. what i am currently pay is super fibre up to 80meg, with min of 38. ON THE CABLE my spped after 5-11pm is from 2-6 MEG!!! i was phoning them almost every single day for over 3 weeks, every day spoken to someone else telling the story from the begin. so far i had 2 engeneers (which obviously did not manage to do a thing) the conversation started with a manager im on the line with him for over a month now i have raised the complaint which is obviously still open they was trying to convince me to close the complain so they will take a money off my bill(lol) i sent several screenshoot of the spped test to prove them cuz obviously from their side av 80meg(lol). the issue all of the sudden has been fixed for 2 weeks, and dropped again few days ago so the ballte have started all over again, they are very surprised that i want to leave. i made again a screenshot being on the phone with the manager and apparently he did not receive it. i have been accused(they think that may be it) of using VPN on my PC(whatever it call) i have also made a VIDEO to show the way i am changin the cable to the laptop and running speed test but i am just waitng for the call back with the idea how to send it over to them.. IN WOULD NOT RECCOMEND TO ANYONE!!!!
  • Reviewer
    Location
    north wales
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    We live out in the sticks and have a poor line we repeatedly call EE to get them to send an engineer to sort our line as voice calls break up and sound like there underwater, our fiber speed ranges from 2MB/s to 6MB/s.

    once when the open reach engineer visited he said he would put a complaint in against EE as should not have put us on a fibre contract in our location.

    he was sent to do a line quality test from the premises and said we're in the dark ages here :)

    trying to tell this to EE they refuse to change the contract to ADSL and insist its our modem/router thats the problem. there idiots we are two miles from the cabinet so can't use fibre I told them this when signing up and that i wanted there standard broadband deal but they put us on fibre anyway. trying to get this fixed with there customer service idiots is impossible. there staff have no idea how thing need to be done they just keep asking you to reboot the router connect it to the test socket.

    all i want to do is change my contract or cancel it

    I've spent hours on hold at times and had the joy of being passed from desk to desk for no reason only to repeat every bit of detail again and again.
  • Reviewer
    Location
    Newport
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    yes i made the mistake of joining EE without checking their service review! what a major mistake, will never ever go close to any of their services.
    I was with another service provider for 4 years, never rang them for any technical issues related to broadband, not even once in 4 years.

    Switched to EE in nov/dec 2015, first month didnt notice much but i think that is where the catch is as they tell you that it take few weeks for the service to be become normal!!!! that is the time when you are out of your rights to leave the service!!!!
    The internet is slow during the day, evening/nights. It connects to some sites at time and wont connect to others, total shamble from EE.

    People running the service should be ashamed of themselves for such a service! never ever go close to this rip off massive big name under BT umbrella!
  • Reviewer
    Location
    Havant
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Southport
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Over 3 weeks I've been trying to get them to sort out the broadband. Its fine for about a minute, then the speed drops to nothing and stays like that til you restart the download. They told me they have booked engineers 3 times and they have never turned up. The first 2 times there is no evidence on my file as having booked one - so they were lying. You phone up to cancel and they pass you on to the faults department. Its the faults department that is making me want to leave. Cancelling the direct debit as they are worse than useless
  • Reviewer
    Location
    London
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I moved to EE from sky and was initially impressed with the offer they provided. However, soon i realised the quality of service is poor. Both broadband speed and also the customer service. To start with I tried calling the customer service early in the morning/mid afternoon and both times it took them almost an hour to even pick up the call. Very disappointed !!!
  • Reviewer
    Location
    bristol
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Amazingly slow, way below what EE advertise as the average rate. Makes all sorts of stuff very time wasting and complicated.
    I would have signed up with Virgin but the said they couldn't accommodate me at this address
  • Reviewer
    Location
    London
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What an absolute joke. Paying for EE Fibre Plus and the internet connection is disgustingly poor. Do not try and play any online multiplayer games with EEs internet, it'll disappoint you consistently. The pathetic 3mb/s download speed COULD be forgiven, but as I've said, I am let down daily by the poor connection, and I can't even watch a video in 1080p.
  • Reviewer
    Location
    se249df
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Good at the moment to make you sign for a new contract or tell you how many star they want you to give them .. Bad at giving what you are paying for.
  • Reviewer
    Location
    Halifax
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Pitiful clowns providing a truly woeful service. Their technical helpline is welded to their own script and reaches new lows in unhelpfulness. My supposed 18mbs connection is more often around 1.9mbs. Recommend carrier pigeons instead.
  • Reviewer
    Location
    Romford, Essex
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I received a cold call to join EE broadband a year ago on a 18 month contract. I was told that it would be "cheaper & faster" than my sky broadband I had at the time which was giving me download speeds of around 10Mbps.

    I agreed to join - paying a severance fee to Sky.

    Unfortunately, since I switched over the internet speeds were very slow <1Mbps and sometimes the internet completely dropped. I raised the issue multiple times with EE and did all that they said to remedy this. It was always slow and the drops in connections kept happening.

    Ultimately, after a while EE sent an engineer who was able to get me speeds of up to 6Mbps (albeit for a short time) but the drops in connection got worse. I was fed up and kept raising the issue.

    Finally, at end of December I asked to leave the contract without paying the severance. They said that is not possible and I need to give a formal notice of leave and then they have 30 days to try and fix the issue. I did that.

    They sent someone round and tried a few things but the issue wasn't solved. I gave my notice at end of Jan and EE informed me I need to pay the severance fee. Their explanation was that the issue that I raised was "fixed" when they put in a solution and any future issues I have are treated as a new issue and hence for their part they have fixed my issue. I have raised more than 15 issues in the time I was contracted to EE - all of which are apparently closed. And because of this I am to pay a severance fee when I leave EE.

    To top it off they have the nerve to call me yesterday to incentivise me to stay with them. You can guess what my reply was!
  • Reviewer
    Location
    London
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor quality broadband - slow and unreliable. Recommend avoiding them - the cheap packages will cause you stress and hours on the phone.
  • Reviewer
    Location
    Thirsk
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Trying to upgrade to fibre because our best speed is 1.8Mbps. 7 weeks on still not connected, twice they have had the order rejected because they inputted the address incorrectly. Still waiting. Hopeless service, over one and a half hours on the phone so far. I think I will have to cancel it and go to a better provider.
  • Reviewer
    Location
    EN1
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Was a mobile customer and joined broadband. Plan is good however no response or after care. Logged the problem with speed 3 times and have complained as speed is only 5mbs. Worse service ever.
  • Reviewer
    Location
    Manchester
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very slow broadband speed ( 0.95 Mb/s - 1.15 Mb/s. No broadband for 1 week. Engineer sent to investigate the problem was unable to carry out the work as he came without necessary equipment ! Reconnected after 1 week, bb speed as per above-free internet on Stagecoach bus works faster !

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