1,612 Customer Reviews over 41 pages
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- Location
- Horbling
- Reviewing
- EE
- Date
- 2019-04-22
- Comments
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Dry poor broadband speed, I suspect due to a poor landline connection to the hub.
- Location
-
- Location
- Horsforth
- Reviewing
- EE
- Date
- 2016-07-19
- Location
-
- Location
- Horwich
- Reviewing
- EE
- Date
- 2016-07-13
- Comments
-
An absolute con. If you are reading this, heed my warning. EE broadband could be the slowest most unstable connection I have ever had since the good old dial up days.
My girlfriend was targeted whilst walking through a market place by an EE rep who was situated at one of their promo stands. Not knowing much about tech or how the internet actually works, they told her how our current provider (sky) would ‘slow’ you down at peak times. Please bear in mind that we never had an issue with sky broadband, ever! She was told that EE was cheaper, faster and more reliable with no slowdowns at peak periods.
I was blissfully unaware that she was changing providers as I was planning to move in 2 weeks later. I am a gamer, so the internet is massively important to me. From day one, it was been consistently terrible. You can do one thing at once. Either play my game, or use the on demand service on our sky box. If we download one TV show from sky that’s it, no phone facebook or anything for the next 20-30 minutes whilst it downloads. Never had this issue with sky.
We contacted them and they said they did a test and ‘fixed’ our line. What a load of rubbish. I asked what they fixed and they just said it was ‘fixed’… It is still terrible and what is worse is the 18 month contract you a tied into. I would give anything to travel back in time and trip the EE rep up before getting to my girlfriend.
- Location
-
- Location
- Hounslow
- Reviewing
- EE
- Date
- 2014-03-12
- Comments
-
We switched or tried switching from Sky to EE broadband. The biggest mistake ever. While Sky never charged us an engineer, installation charges or deposit. EE charged us all of this and to top it all the engineer didn't show up. Worst was that both my partner and me took a day off work to stay at home. They will wont be returning our deposit to us either. I guess that is how they make money. The customer service of Sky was also so much better. Pls don't switch to EE or take on EE whatever offers they give you.
- Location
-
- Location
- Hove
- Reviewing
- EE
- Date
- 2013-11-15
- Comments
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I would never never use EE agin. Initially I was given a price and a date for the installation and it did not happen. I was charged more and the engineer did not come. I had an email welcoming me and giving another date. The engineer did not come. Thus meaning I had now waited in, taking time off work twice. I went into my local EE store and a member of staff rang EE and they gave another date. The engineer did not come. After approx 2 months the engineer did come and since then I have had terrible broadband and telephone line. I phoned and complained and the person went through some checks saying she had changed the settings. If I have lots of work to do I pay and go out to an inter net cafe. On Sunday I had business documents to do and was up until 1am as it is so slow. The week since has been the same. Tonight I phoned EE, I have been cut off 3 times- after listening to their recorded message saying to go to their website , if this was possible to use the Internet to look at the website- difficult when you are ringing about a non Internet connection, which everyone who presses that series of buttons is. I finally, at my 4 th attempt got answered by a non English speaking person who then did not respond when I gave my number, even though I could hear background talking of the call centre. Then I got cut off. If you want a terrible Internet connection nod no ability to stream, plus non existent customer service, broken promises and over charging- this is ideal for you. My telephone line is also poor, it cuts people off and is often so feint I cannot hear the person who I am calling. Do yourself a favour and steer clear of EE.
- Location
-
- Location
- Hove
- Reviewing
- EE
- Date
- 2016-01-31
- Comments
-
AVOID, AVOID, AVOID! were were close to three weeks without broadband. Despite being told in the shop that we wouldnt have to do anything and the whole changeover would be seamless. They should not be saying this as they have to rely on a thridparty (BT) to change over the service and if there is a delay there they have no control over this whatsover. I made numerous calls to get our connection expedited without much luck. half of the calls i made the line was so bad i couldn't hear them properly and some of the calls to offshore call centres had trouble understanding and speaking plain enmglish. Now that we are connected the speed is pathetic at times ...cant even listen to the radio via my phone without it constantly being interrupted. connection often drops while watch film/tv. It really is awful. i will be changing to a different supplier as soon as i am able to.
- Location
-
- Location
- Hove, East Sussex
- Reviewing
- EE
- Date
- 2015-01-13
- Comments
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I only gave the top two categories one star because zero is not possible. This is not only the worst company I have ever dealt with, they are criminal. They breached their T&Cs countless times, made falls promises, proved to be completely incapable of sorting out the most minor of issues, haven't got the slightest modicum of customer service mentality and have even acted fraudulently. To everyone: Do Not Go With This Company!! You will regret it and you will find it almost impossible to leave!! I am on the brink of beginning a legal battle with these incompetent, scandalous, unintelligible people. Not to mention the complete uselessness of their call centre. STAY AWAY!!!!
- Location
-
- 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
- Huyton
- Reviewing
- EE
- Date
- 2016-02-23
- Comments
-
We were promised our broadband to go live and be able to use on the 5th January 2016 after the Openreach engineer had been out. He came and done the job and we were then told that the job wasn't finished and someone would be out the next day on the Saturday to finish it. At this point we didn't even have the router and had to ring up about that. The router got delivered on the Saturday but yet our broadband was still not on. We rang again on the Sunday to enquire and we were told that an engineer from open reach would be out on the next day, the Monday. At this point we found everything a bit unprofessional, as nobody could give us a straight answer.
Nobody came on the Monday. So we rang again and we're told that there was nothing about anyone coming out on our account and someone will be out on the Wednesday.
All Wednesday I got texts saying that the engineer was "on his way" and then "doing the job" and then "the job was finished". We both took the day off work now for a third time and nobody showed up and we still had no Internet.
So we rang, once again.
We were passed through 5 different people, we were first told on the phone there was no record of an engineer coming out and the next date they had was the 17th February. We were then passed through 4 different people and the final person told us there was nothing on our account that said anything about the 17th February and the next available date was the 22nd February.
On the 17th February we received a text from "EE" and this is copied and pasted from the text we received. "Hello from EE broadband. Your broadband service is due to go live at any time before 23:59 tonight. Visit ee.co.uk/journey for more info." Still no Internet.
An engineer from Open Reach came out on the 22nd February which was another date we had to book off work losing out on money and he told us that everything was done and ready and it was just down to "EE" to activate your line and broadband.
We had no Internet all day and then received an email and text message from "EE", again, copied and pasted. " Hi. Your EE home phone is up and running on telephone number xxxxxxxxxxx, so you can make calls once we've sent you confirmation your order is complete." Neither was working so we rang up again and we were told then that is will be on and ready to use before midnight that night.
The next morning, still nothing.
So we rang again tonight and spoke to a supervisor who has given us permission to use her name and location so that she can confirm what we have said, which she told us was , Sasha, in the Plymouth call centre. She told us that we had two notes on our account one saying we are connected one saying we weren't so she contacted Open reach who then told her they hadn't in fact finished the job and we're coming back out on the 2nd March. I do not know why were not told this or in fact anything for the past 3 weeks. We are extremely disappointed in the service and all the customer service we have received as no one has actually told us anything that is true and we never got/get the same answer twice.
We have not even been offered any kind of compensation for the poor service and hassle we have been through.
We will not be recommending any kind of EE service to anyone
- Location
-
- Location
- Hyde
- Reviewing
- EE
- Date
- 2018-10-11
- Comments
-
EE broadband is an absolute disgrace! Everything you must expect from a quality ISP is completely missing with EE. You cannot log on, then downloads are super slow, you cannot watch a video/movie because it freezes, emails cannot be accessed, gaming is impossible and it is impossible to use more than one device at a time!!! Technical department is useless!!!
- Location
-
- Location
- ig2 area
- Reviewing
- EE
- Date
- 2015-03-15
- Comments
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Even the smart TV DOESN'T WORK ...
The net drops very often and it is not reliable nor fast at all .. 27 a month wasted money
- Location
-
- Location
- Ilford
- Reviewing
- EE
- Date
- 2015-03-20
- Comments
-
There wasn't an option for zero stars!
The worse ISP since the internet was invented.
What a nightmare I have had with EE broadband.
Connected in September 2014, took 2 weeks to get started, thats right so there is no such thing as "seamless transfer" when I did starting off with very slow speed.
2 months later phone line and broadband go dead, took EE 2 weeks to send a BT engineer, Since then all I have had is really really slow speeds. With the pervious suppler I was getting 15mbps. After 4 BT engineers and 1 "cube engineer" (a EE engineer that only checks ur set up) they still didn't get the issue resolved. Finally after 7 months they have agreed to wavier the early termination charge. I stupidly paid my line rental upfront so I lose that. whats thieves this company is, AVOID AVOID even if they give it for free.
There is many more unhappy customer on their EE Community. I wish I did my research beforehand.
- Location
-
- Location
- Ilford
- Reviewing
- EE
- Date
- 2022-04-14
- Comments
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Following a price increase I chose to change m package after more than three months,and many broken promises,and hour's of phone calls they were still unable to work out how to provide me with a service,as openreach were were unable to install fibre in my property. The final solution was a mini wifi, which didn't work,and technical support at ee were worse than useless,so I ended up without internet access
- Location
-
- Location
- Ilford
- Reviewing
- EE
- Date
- 2014-03-15
- Comments
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In a simple language I should say they are worst . As my wife had ee mobile contract we opted for it. I have applied online for ee broadband on 22nd feb 2014 as I have given notice to sky I got the router delivered advising me that their service will be starting for 11th march I had an email come through saying my broadband will be up and running from 11th with user name and password. On 11 th there was no broadband I called customer service who are offshore and they they had a problem and will be rectified in 24 hrs. Next day same problem again I called them they said they are escalating to high level which will be sorted in 24 hrs. Nothing happened I called them next day they kept repeating the same and at times disconnecting after seeing my no being displayed. It continued till 15 the march nothing was resolved and I didn't had broadband so I have to cancel it.
Worst experience. Never would recommend to any of my friends . Very poor customer service but to my surprise cancellations team was good
- Location
-
- Location
- ilminster
- Reviewing
- EE
- Date
- 2015-02-28
- Comments
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Never had such bad service, always slows down when mothly payment due and get messed round firstly they say its not them them its my computer, just a load of bollicks, it takes on average 2 hours to get through to them to be given a load of crap.would not even recomend to my enemys let alone friends. steer clear from the worst service and speeds on the net
- Location
-
- Location
- Ingleby Barwick
- Reviewing
- EE
- Date
- 2019-10-17
- Comments
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Can’t fault EE. Extremely helpful and honest staff. It does exactly what I asked for. Tv and WiFi and mobile. Fantastic price
- Location
-
- Location
- Inverness
- Reviewing
- EE
- Date
- 2023-11-15
- Location
-
- Location
- Inverness
- Reviewing
- EE
- Date
- 2016-08-17
- Comments
-
OMG why did i change to EE the speed is like dial up. I need to try and get out of this contract as service is not as described.
- Location
-
- Location
- ipswich
- Reviewing
- EE
- Date
- 2017-06-01
- Comments
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there customer service is terrible they just not interested. had (cube)engineer book i live in suffolk they went to Ireland re-book for week later cube phoned to say engineer had to leave off early and nobody would be calling again.customer service no help at all very disappointed
- Location
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- Location
- Ipswich
- Reviewing
- EE
- Date
- 2016-04-03
- Comments
-
Great service never had a problem.
- Location
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- Location
- Ipswich
- Reviewing
- EE
- Date
- 2014-08-17
- Comments
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Do NOT use these muppets. I have just joined and have numerous issues, as they have managed to give me 2 accounts and 2 telephone numbers in 2 weeks!! & charge twice!
- Location
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- Location
- Ipswich
- Reviewing
- EE
- Date
- 2018-06-21
- Comments
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Can't fault them, good speed, fair charges, good reliability
- Location
-
- Location
- Ipswich
- Reviewing
- EE
- Date
- 2016-01-01
- Comments
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Slow connection speed, high delay and constant disconnects. Plus its an expensive 4G contract. Very close to the mast so not a radio issue.
- Location
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- Location
- Irvine
- Reviewing
- EE
- Date
- 2016-12-05
- Comments
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I was promised many benefits if i were to switch over too EE. I mainly changed for their apparently 'amazing internet' EE quoted their fibre broadband would give me a download speed of up to 38mb/s but after i joined, made the payments and got the box, set it up by this time the 14 day cancellation was up. So the first thing i done was check my download speed. I only get a mere 4.2mb/s and the internet cuts out a lot I can barely use the wifi on my phone anymore.
JUST AVOID EE AT ALL COST, VIRGIN and even SKY do better deals.. wish i went with virgin
- Location
-
- Location
- irvine ayrshire ka120ub
- Reviewing
- EE
- Date
- 2016-04-11
- Location
-
- Location
- Islington, London
- Reviewing
- EE
- Date
- 2014-10-26
- Comments
-
EE customer service is abismal! Had to wait nearly 2 months for broadband to be installed. The first problem was due to EE not being able to transfer the number however I was not contacted to tell me this! The 10 working day connection period then had to be reset for installation as it was a new order. This happened again and I was the one who had to call. The staff had no power to do anything and put the phone down on me! I wanted to cancel but by now didn't want to waste time with waiting for further connection times The final issue was they inputted my name wrong which stills shows wrongly on my statement. Broadband is adequate if not a bit slow. Overall you get what you pay for.. its cheap for a reason.
- Location
-
- Location
- Jones
- Reviewing
- EE
- Date
- 2015-02-07
- Comments
-
Do not get if you are a business owner or freelance worker!!!
I purchased EE broad band switching from sky-
(BIGGEST MISTAKE I COUOD HAVE MADE!!)
EE connected me to the internet 4 days late; after I had phoned them 4 times, on two of my call they hung up on me.
After being connected 2 days my wifi box was stopped working. After hours on phone they said they would send a replacement in 3 to 5 working days. One week later I had not received it. I called them up again to discover they had not sent it. A week later it arrived.
My business spice switching has lost £1000s in lost services and unspeakable amounts in lost customers.
If you like me are a business owner. EE WILL NOT COMPENSATE FOR LOST PROFIT.
- Location
-
- Location
- Keighley
- Reviewing
- EE
- Date
- 2014-02-21
- Comments
-
I moved from Talk Talk which was a dreadful service to EE having been an Orange mobile customer for years. The Irish service team are friendly and helpful up to their limitations but despite having been assured they didn't have an Indian service support centre, guess what? They do and it's bloody useless. My main issue is that their landline 1571 does not allow me to personalise an outgoing answerphone message. I deal with clients who expect confidentiality so if they have to leave a message, they want to know that it's me they are leaving it with, not some generic woman's voice used by anyone. I would normally set up an outgoing message saying "Hi, it's *****, please leave a message or call my mobile the number of which is******". Impossible! Furious! I have e mailed them and told them I intend to break my contract if they cannot provide this basic facility. I also told them to call my mobile - at least they will know it's me because it has a personalised outgoing message on voicemail.
- Location
-
- Location
- kemp
- Reviewing
- EE
- Date
- 2016-09-05
- Comments
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If you have children DO NOT GO WITH EE.
I have had such a nightmare trying to put parental controls on the boardband.
they offer a year's worth of norton protection. which is so stupid and wrong because your in a contact with them for 18 months. after that you have to pay for your own protection.
With norton, you have to spend time downloading norton onto every single device. if teenagers have friends over with mobiles, tablets etc, they will not be protected!
Sky puts a direct block on the router. however, EE does not do this. After calling up 6+ times and evenually getting through to someone who knew what he was kinda doing, we got into the router controls but you can only block keywords.
I am thinking about paying the 220 pound cancellation fee to go with a provider such as sky that does block 18+ sites through the router so everyone going into my home is safe.
- Location
-
- Location
- kendal
- Reviewing
- EE
- Date
- 2013-09-01
- Comments
-
I have been with Orange business for 4 years, best call centre ever and best service. EE have upped my bill by 3 times and are the worse service ever.
I would strongly suggest to not go with EE
- Location
-
- Location
- kent
- Reviewing
- EE
- Date
- 2016-11-15
- Comments
-
Completely garbage, takes 20 mins to watch a YouTube clip. Downloading games can take days. One of the worst broadband services I have ever had. They blatantly lied about the average speeds, not even close to what is advertised. Avoid at all costs.
- Location
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- Location
- Kent
- Reviewing
- EE
- Date
- 2016-05-12
- Comments
-
I've had problems recently with my EE fibre broadband continuously dropping out. On the three occasions I have phoned their customer services it has taken ages to get through to anyone but then once I had spoken to the first customer service rep I was told I will be forwarded to their technical team and I've been put on hold for over 30 minutes - I was once on hold for nearly an hour when I was then cut off without warning because their customer service helpline shut at 10pm - I rang them at 8:45pm! My problem still remains unsolved.
- Location
-
- Location
- kent
- Reviewing
- EE
- Date
- 2020-06-05
- Comments
-
EE is a joke with no integrity and no customer service and support.
I have been with the EE since 2018 and I renewed my contract paying £30/mnth in February as I was told I will be getting 47-71 Mb/s estimated download speed range. And that is what I got exactly for 2 weeks and then it dropped down to 28-30 Mb/s.
I gave them a call and the guy who spoke to me told me they will send an engineer to look for any outside connection faults. And if the problem didn't get fixed and if the service did not work as expected then I can terminate my agreement without any charge. When I asked him if I have to be at home, I was told I don't really have to be there as it was an outside job. After a couple of days, I got a message saying there wasn't any fault.
I thought the service will get better so, I waited. But there were no changes and I decided to cancel my agreement and move to a different provider.
I got this letter saying I will have to pay the termination charge of £158.07. Now as I had the right to cancel the agreement as discussed, I gave them a call to clear things. Sounds crazy, I had to talk with 5 different staffs and I had to be on the phone for more than 2 hrs just to talk on this matter and get things clear.
The lady I spoke to in first place told me THE ENGINEER WAS NOT ABLE TO BE THERE BECAUSE OF CURRENT COVID SITUATION and was trying to help me out. The line was kept on hold but after a while, the line cut off. I waited for 5-10 mins hoping I will get a callback. Nothing came.
I gave them a call again and spoke to this guy and mentioned him the same thing again. Guess what, the line got cut off.
I had to call them again and this guy, the third person I spoke to told me I have to pay the charge because THE ENGINEER WAS THERE AND THERE WAS NO FAULT WITH THE CONNECTION.
Now, WHO SHOULD I BELIEVE TO???????????????????????????????????? the lady I spoke to in first place or this guy.And guess what, I told him they are saying me different things. As soon as I mentioned to him that, he transferred the call to another staff from the technical section.
Now, this lady told me because of this current situation they need at least 90 days to fix the problem and I am not allowing them to do that and that is why I have to pay the charge. I tried to explain to her but then she transferred the call to her manager. Now, the manager told me the engineer did come to my property and I DIDNOT GIVE HIM AN OPPORTUNITY TO GO INSIDE MY HOUSE TO RECTIFY THE FAULTS. Also, they expect a call from me if the service is not working properly.
My question is how many times do I have to ring them and tell them about the same thing again and again. Also, EE usually put you on hold for long and they transfer your call from one staff to another having you explaining the same thing again.
As you can see people are saying different things just to make me pay that charge. There is no big issue with paying the charge but since they are lying and making things up, that is clearly a lie. Can say, that is a fraud. This manager told me this is how they do the job. But I say that is how they rob the customers. I am ready to go forward with legal terms as I cannot stand it. After this, I am never going back with EE even though they give me free service and I would not recommend anyone if you are a person with the principal and you don't want to get robbed.
- Location
-
- Location
- kent
- Reviewing
- EE
- Date
- 2016-04-13
- Comments
-
If there was a 0 star i would give it to them. Worst company i have dealt with. Their customer service is awful, that is once i eventually get through to someone! I phoned to let them know my contract was up and i wouldn't be going back to them and the man wanted to know why, who i was taking a new contract with what my new contract included and how much i would be paying.. i think that is so so rude! when i told him i found a better deal at o2 he told me i was stupid for cancelling such a better deal.. Terrible!! STAY CLEAR of EE they might be cheap but there is a reason for that! Im now with o2 and never have any problems!
- Location
-
- Location
- kent
- Reviewing
- EE
- Date
- 2016-09-21
- Comments
-
What on earth I went with ee for. for nearly two years I have off and on problems. even when fixed it works just for a few days and same old story starts again. Absolutely poor and horrendous service. When they say they will be sending the technician to fix it no body turns up. and upon query they say their system is down and cannot say anything. Good bye ee at the earliest opportunity. If you have a stress free life then join ee for stress.
- Location
-
- Location
- Kent
- Reviewing
- EE
- Date
- 2015-03-19
- Comments
-
If I could use NEGATIVE star rating, I would. The customer service is truly shockingly bad. Having applied for BB and phone services in Dec 14, to go live 3 weeks later, EE failed to provide ANY broadband service at all. Over the subsequent 6 weeks, 3 further dates were given to me for the BB to go live, all of which failed. Complaints went unheeded, I lost count of the times I was promised a call - back or email, which never materialised. I was offered, but never got, compensation of a "month's free broadband" - that would be a month's exemption for the charge for the service which I never actually got... In despair, I applied to BT, who provided the service exactly as promised, on time and with no hassle, only to find that EE was still billing me for the non - existent service.
On trying to follow up on my final (fifth) complaint call, for which I had a reference no, I was informed that the complaint was "...handled internally, the resolution decided, the case closed and that the complainant customer was never contacted further in regard to the complaint anyway ...".
I am in the process of escalating this complaint and the complete failure to provide the service to far higher levels, having gone from irritation and frustration, to near incandescent nuclear rage at this appalling company.
If you really wish to punish yourself by aligning with EE, beware that the "come hither" offers may not be available in rural areas, such that BB is capped quite low, commencement fees are applied, and the monthly charge is FAR higher that the headline deal.
- Location
-
- Location
- Kent
- Reviewing
- EE
- Date
- 2016-09-21
- Comments
-
Have had the most horrendous day trying get through to ee I had cancelled a new order cancellation didn't go through I am fuming with ee and never want to deal with them again, there are always problems trying to get logged on to your account, customer service shabby to say the least.
- Location
-
- Location
- Kent
- Reviewing
- EE
- Date
- 2017-11-30
- Comments
-
I find it an awful shame that people only come on to write neagative reviews. I on the other hand am very very happy with EE broadband. I was speaking to a girl called Jessica from the fibre team in Hull. She called and i was a little unsure at first, if it was actually EE but Jessica assured me no harm was to happen with the very little information i had given. I left the call feeling like i had a very good experience and walking away with a much better broadband service. (The one i had was fine, but like anything always room for improvement). One of the problems i have is that alot of customers i hear, complain about loyalty and broadband services... doesnt it run down the same line as other providers? And where is the loyalty for customers that switch contracta every year because they have a better deal elsewhere. I just wanted to say Thankyou to EE broadband. Never had any issues and it was nice to see aomeone notice my loyalty and am now paying less than what new customers are. Which is how it should be done.
- Location
-
- Location
- Kent
- Reviewing
- EE
- Date
- 2015-01-06
- Location
-
- Location
- kent
- Reviewing
- EE
- Date
- 2016-12-21
- Comments
-
DONT waste your time or money on ee Ive had nothing but problems with them, ive been on the phone approx. 50-60 times in 3 months the customer service is the worst company I have ever known they don't know what there doing and don't make notes when you phone back they've taken over £300 for line rental and then tried to take another £297 which I got stopped. so eventually I got the phone line and broadband cancelled but within 10 minutes phone line was cut off and all the money ive paid upfront over £300 I have lost. I would never recommend this company please AVOID
- 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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