1,612 Customer Reviews over 41 pages
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- Location
- Wolverhampton
- Reviewing
- EE
- Date
- 2014-12-02
- Comments
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I can not warn people enough !!! stay away from this company. Honestly i never write reviews. But felt so angry with their total lack of customer service, slow broadband and no response. even from the complaints department. Its like they just get you contracted and then totally ignore you. 0/10 score. Be WARNED. join this company at your own peril.
- Location
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- Location
- Bridgend
- Reviewing
- EE
- Date
- 2014-12-02
- Comments
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I rarely get over a speed of 0.5 mbps, my old broadband was faster. It also stops working every night and occasionally day. Rubbish!
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2014-12-01
- Comments
-
Worst company I have ever dealt with. Never ever go with them
Recently signed up to one of their offers. They said the speed would be between 4mb/sec to 8mb/sec, yet i can barely get 4mb/sec. I wanted to cancel, and as we were just outside the 14 days from placing the internet order, they will charge me £120 to cancel.
There customer support is also terrible, lots of hold time and being passed from department to department.
Avoid, and go with another supplier !
- Location
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- Location
- Bournemouth
- Reviewing
- EE
- Date
- 2014-11-30
- Comments
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If this review site had zero.. All marks would be zero.. Cant express how poor customer / Technical service and even the complaints department is. I could go into a long history of communication or to be honest lack of it. don't want to bore people. My advice don't go near this company, worst experience i have ever had. If you want to pull your hair out, get totally frustrated and still get no where go with this company, BE WARNED !!!
- Location
-
- Location
- Newcastlr
- Reviewing
- EE
- Date
- 2014-11-30
- Comments
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I'm not happy about giving any of this service a 1 star it is disgraceful, broadband is slow and cuts off doesn't load pages or stream videos. The customer service team is shocking they do not help and are extremely rude to the point were I ask for a manager and they are rude then cut you off!!! DO NOT GO WITH THIS COMPANY!!!
- Location
-
- Location
- United Kingdom
- Reviewing
- EE
- Date
- 2014-11-30
- Location
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- Location
- Glasgow
- Reviewing
- EE
- Date
- 2014-11-29
- Comments
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EE is even not eligible for 1 star. EE took over orange and destroyed the whole image of orange in my eyes. I am with orange from last 7 years. I moved home and waited for 30 days still not broadband, they booked the engineer and gave me the appointment, no engineer on the appointment day, nobody contacted me. I contacted back to EE, they advised their experts working on it and will contact me in 48 hours, No response after 3 days. I phoned them again another advisor said it will take 10 working days for experts to resolve, After 10 days no response. I phoned back after spending 30 minutes over the phone they advised a manager will phone me back within 48 hours. No manager call after 3 days wait. Now they gave me another engineer appointment after 3 weeks. 49 days wait for a home move. Now opinion is yours, please don't ever join EE. Thanks
- Location
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- Location
- South England
- Reviewing
- EE
- Date
- 2014-11-29
- Comments
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Customer service from EE is without a shadow of a doubt the worst I have ever experienced. Switched my old Orange Livebox over to EE (because they told me I had to) so I was an existing customer, had an account already for years, same address, same billing details, etc. They completely cocked up the setting up of the direct debit (apparently had to be re-setup) TWICE. The first time they cut off my service without any notice. Both times they sent me letters about my missed payments, both times they admitted fault but sent me round the houses trying to get the late payment fees refunded and the big red mark against my credit rating expunged. It's taken months. Utter nightmare outfit. Had EXACTLY the same direct debit problems switching Orange mobile to EE. As soon as these contracts end I am off. Been a loyal Orange customer for nine years but EE can get stuffed.
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2014-11-28
- Comments
-
Plusnet & Talktalk can place a cap to prevent use of premium rate numbers or overspending on your calls, which is useful if numbers can be accidentally dallied by kids etc, but EE provide no equivalent.
- Location
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- Location
- Bath
- Reviewing
- EE
- Date
- 2014-11-28
- Comments
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I was overcharged on one of my bills and when I phoned up and it was explained to me it was actually a miss-communication between myself and the engineer. However, the lady at customer service was brilliant, she spoke to her manager, explained the situation and they gave me a full refund on understanding it was the engineer's fault not mine. The issue was resolved quickly and the lady on the phone was brilliant at explaining everything to me. Thank you!
- Location
-
- Location
- runcorn
- Reviewing
- EE
- Date
- 2014-11-28
- Comments
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I was told by the salesman in the EE store that this service as as good as SKY 'WRONG'. I find the speed to be so slow at times that I can't wait for February when I can tell them where to shove it. if it was any slower this would be a letter.At times my speed has been as slow as 0.16 I can crawl faster than that. It is so slow I wouldn't even suggest it to my enemies. As for the call center all they do is pass you from pillar to post then resolve the issue for 2 days then hey presto back to square one I GIVE UP they're CR*P
- Location
-
- Location
- folkestone
- Reviewing
- EE
- Date
- 2014-11-26
- Comments
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stay well clear of this provider, they didnt honour their contract renewal, they then disconnecteted my broadband, then proceeded to take money from my bank account,i spent several hours trying to contact them,each time a different advisor, who i had to explain all details over and over again, lost sales due to no internet, there customer service is absolutely attrocious, be warned STAY WELL AWAY!
- Location
-
- Location
- East midlands
- Reviewing
- EE
- Date
- 2014-11-26
- Comments
-
Switched from sky. Awful broadband company. Unreliable and slow broadband speed.
Will be leaving them as soon as possible.
- Location
-
- Location
- Bristol
- Reviewing
- EE
- Date
- 2014-11-25
- Comments
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When I joined they waved the connection but they cancelled the engineer's visit and by the time it was installed it took me just outside the 2 weeks cool off period. Then the first time I used the landline, it was terrible, sounded like I was in a rain tunnel. I phoned them to cancel the contract only to be told...you have guessed...couldn't do it as it was just outside the 2 weeks. After more calls and to placate me they gave me a month's free and promised to send the engineer for free only to charge me £80.50 some 3 months later. I had to ring them for the refund numerous times and still waiting at the time of writing this. I made contact with BY Opne Reach who advised me to request the engineers report ( he clearly told me at the time that it was their line not my equipment). When I did just that, finally they agreed to refund the charge but still waiting. Bottom line: they will promise anything until they get your signature on the dotted line. The staff in the UK are very good but once they transfer you to "Technical" you can forget of any sense. In my case I feel like they induced in the contract under false pretences, promised something they could not deliver. AVOID AT ANY COST!!!!!
- Location
-
- Location
- Portsmouth
- Reviewing
- EE
- Date
- 2014-11-25
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2014-11-24
- Comments
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I've had standard broadband with them for over a year without any issues. I moved homes on the 30th September and I notified EE on the 12th September that I would be moving and would like to update to Fibre at my new address.
Phone line wasn't working and a BT engineer attended on the 22nd of October to discover that the line was dead. He had to change the wiring on the inside of the property.
First issue is that EE did not log this on their system. Everytime I called I got a "computer says no" type of response. After the engineer attended, broadband was up and running - great.
Beginning of November I notice my broadband speed is still very slow. Nothing like the 38mbps fibre I signed up for.
Called EE and asked them whats going on. They told me my upgrade was rejected because I had moved homes at the same time.
On the 11th November I finally spoke to someone who seemed helpful. Told me they've finally put my order through (I even received a confirmation email on that day stating that I had upgraded)
Two weeks later my bill arrives and they've charged me £50 which was supposed to be FREE. It even says its FREE on their website as of today - 24th November 2014.
I called EE to dispute the charge as this was never discussed at the upgrade date as the package said it was FREE and still is FREE.
That issue aside, told them I'm still not receiving Fibre speeds as promised (I'm getting about 1.2mbps) and they keep repeating themselves "it shows it went live on the 10th October" which was IMPOSSIBLE as there wasn't even a working line at the property before the 22nd!!!
Bottom line is their customer service is appaling. I've spent 56 minutes on the phone to them on a blinking Monday morning and still haven't been able to resolve this.
The only thing I managed to sort out was the £50 connection fee, and that was only waived because I proved that THEIR OWN WEBSITE states that it is FREE for new and existing customers.
Do not get drawn in by their supposedly low prices. You will be paying them in your time, frustration and anger once you sign up. Stay well away for your own sanity.
- Location
-
- Location
- North London
- Reviewing
- EE
- Date
- 2014-11-23
- Comments
-
Very unreliable
Very poor customer service
- Location
-
- Location
- Newcastle
- Reviewing
- EE
- Date
- 2014-11-22
- Comments
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I have had three different broadbands this year; BT, talktalk, and EE. Changed over to talktalk after I moved house and had no problems whatsoever, however I found a fibre deal with EE broadband and switched again. Worst mistake ever, sped dropped from 34 download speed to 12. Customer service terrible with awful quality phone lines, will not phone back when they say, and tell me to change the channel which I have done countless times before and doesn't make any difference. Would not reccommend this to anyone. I'm now back on talktalk (fibre) and service has been much improved
- Location
-
- Location
- lanark
- Reviewing
- EE
- Date
- 2014-11-22
- Comments
-
I don't usually bother with reviews but when I seen the deal with EE I was a bit disheartened to see all the bad reviews. I went ahead anyway cos it was only for a year and I was going from paying £30 a month to £2_50 a month. Decided it was worth a punt plus I had terrible service with BT and wasnt that happy with them. I'm so glad I did, we've had no problems at all. We watch Netflix every Saturday night and we've never had any buffering. The speed seems the same, can't see any difference. Job done and it brings a smile to my face every time I see my bill. Just looked at this months and its £3.16 with my phone calls. I had to phone customer services to ask a question at the beginning and they couldn't have been nicer, it wasn't a foreign call centre and the guy was really helpful. Anyway I hope this review will help someone to make a decision, its not all bad, think maybe people are more likely to review if they've had a bad experience.
- Location
-
- Location
- Reviewing
- EE
- Date
- 2014-11-20
- Comments
-
I wouldn't even give EE one star, they are the WORST broadband provider I have ever encountered. Speeds.... There ain't any it was better 10 years ago with dial up, frequently lost connection and down for periods of time, call after call to the 'customer service team' who are rude and have no customer service skills what so ever. Have cancelled with them twice now and they are still taking money out of my account. Have called and apparently they have no record of my call??? However after I complained and spoke with a supervisor they found my call however could not understand why it had not been cancelled the first time and tried to charge me again! I think not! After canceling yet again I received a letter confirming the cancellation and what to my suprise they have just taken money out of my account again!!!! I think it's yet another call that's the third time I would have cancelled with the rudest most incompetent 'customer services' I have ever encounted. Please never go to EE I have now transferred back to Sky who are great!
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2014-11-19
- Location
-
- Location
- manchester
- Reviewing
- EE
- Date
- 2014-11-19
- Comments
-
Disgusting service!!! Signed up for half price for the first six months of fibre.....get the first bill and am charged full price. Calmly call thinking they will see the mistake and sort it........get told to basically prove that was the offer or pay!!!! When asked why the confirmation email isnt on the system to verify i got told it was up to me to prove it not them. The billing department cant see the online offers. Same agent suggested in future i call and not sign up to offers online. When i pointed out online offers are usually better i got told that was my opinion. Really annoyed that some idiot has refused to help me and had the cheek to tell me she was providing the best possible service i just didnt understand that its not on the system and they cant just give stuff away!!!! What the f**k cannot believe how bad they are. Call backs from senior managers also take four working days.......most likely so you get fed up and pay!!! Steer clear...if you cant contact ofcom and raise a complaint!
- Location
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- Location
- Liverpool
- Reviewing
- EE
- Date
- 2014-11-17
- 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)
- Location
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- Location
- Reviewing
- EE
- Date
- 2014-11-13
- Location
-
- Location
- Parallel universe to EE
- Reviewing
- EE
- Date
- 2014-11-13
- Comments
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Should be no stars for this lot.Have had an intermittent fault all the time I have been with them. Call centre in India is useless as they just say we want to do more tests even after they have sent the wrong engineer out.Don't seem to want to get Openreach involved when it is them I need to fix it.Faults team don't ring back to arrange appointments. They just make you agree to pay £60 before they will book the engineer. You really don't want the hassle this lot will give you.My contract ends soon so I will change then.
- Location
-
- Location
- Newport
- Reviewing
- EE
- Date
- 2014-11-13
- Comments
-
Never before have I dealt with such an incompetent, rude, disorganised and pathetic excuse for a 'service' provider. Two months after entering into a contract with them, they are still failing to provide any connectivity whatsoever. Their technical support team is rude and uncooperative, interested only in getting you off the phone. I've been hung up on more than once and often find them to be happy to defend their terrible service.
The 'second level' technical support are just as bad. Calls are not returned, you can it thought to speak to them yourself because 'they are too busy to talk to you right now', and when the elusive, mythical engineer appointment appointment is finally allocated, he doesn't even bother to turn up.
So, two whole months on, I am stuck in a contract I cannot get out of, not once have they provided any broadband service whatsoever, and now I'm told they won't cancel the contract unless I pay them £260.00.
They are thieves, liars and time wasters. Please please please do yourself a favour and go somewhere else. I wouldn't recommend EE to my worst enemy.
- Location
-
- Location
- Hampshire
- Reviewing
- EE
- Date
- 2014-11-12
- Comments
-
We joined EE, when it was Orange. Straight away we had issues, contacting the tech team was a pain, and constant disconnections during phone calls. Having to ring again, and go through all the information, explaining the issue over and over. No one would admit there was a problem.
Eventually we gave up as we thought we were "stuck" and we had a newborn baby by this time. So we rarely used the net. But when we came to renew, we were informed fibre was amazing. And it would FIX all our problems, and that if I rang this number I can talk to people who were able to deal with it all better than before.
Stupidly stayed! (We did have a newborn...) Problems persisted. We were continuously disconnected, Tried emailing, complaining, ringing. Got no where!
One guy told me to ring BT to get them to sort it, when I was with EE?! BT were as baffled as I was when I rang.
I sent 5 complaints to them, only 2 were responded with "Ring this number to sort this issue" Which I did, and got no where. They refused to admit there was a problem, and when they did admit there was a problem, they never rang back when promised.
Worst service ever!
Seriously! I was on the phone 2-4 times a week for a month, trying to sort this. and emailing during that time and afterwards. Gave up ! And hope my time with them will end soon!
- Location
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- Location
- essex
- Reviewing
- EE
- Date
- 2014-11-12
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2014-11-11
- Comments
-
Shocking. Extremely slow speeds and sometimes it grinds to a complete halt. I put up with it as they have a very good unlimited anytime call package that goes with their broadband, but I've had enough now, I'm changing suppliers. Their technical support leaves a lot to be desired. Poor/non-existent communication skills and beware if you are speaking to someone and the clock hits 11pm - the line will automatically go dead. Download speed currently clocking at 0.03Mbps, upload speed of 0.01Mbps and I'm in London. This is the 4th or 5th time this year this has happened. I can't work from home tomorrow now with such slow speeds, have to go to the office. Oh well. Do yourselves a favour and avoid EE broadband at all costs.
- Location
-
- Location
- Oxford
- Reviewing
- EE
- Date
- 2014-11-11
- Comments
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Having been a customer of Orange since there inception and never had a problem with service or their amazing customer service, since the merger or whatever it is with EE it has ALL gone horribly wrong.
Both Mobile and Home Broadband provision
customer call centre staff dont appear to know what they are doing and cant understand half of what you say. Managers of technical support that give you a customer complaint ref number for them to never make contact with you again because the one call they obviously feel obliged to make is sufficient for their records even though the reason I couldnt talk right at that moment was... oh yes I was working!!!!!
My issues with EE???
3 months + of intermittent slow and completely non existent internet access. Tech support have tried the old 'Oh its the line, you need to get in touch with your telephone provider'. RUBBISH!
It has nothing to do with that at all.
My landline is fine, noise free and thus has nothing to do with the service that you are NOT providing!
And good god, if I'm asked to turn my router off and on again once more!!!!! Grrrrrrrrrrrr
I feel like I'm on the set of the IT crowd. This approach seems to be the only technical prowess this company possess.
Three months of crap service no offers of compensation.
Well EE its all coming out on here now and to anyone with the slightest idea of signing up to EE home broadband, DONT DO IT, YOU'LL REGRET IT.
And whilst Im ranting their mobile provision has sucked since this EE merger too. Appauling 3G signal at present, and you want me to take up the limited 4G signal that you have???
'You cannot be serious' to quote J McInrow
We are the largest supplier of 4G? Well lets be relative to the coverage over the uk that you provide. That is only relative description to that of your competitors NOT the concept of idea that your network coverage covers large swathes of the UK. Because it doesnt!!!!!
Good bye EE. With a tear in my eye for the good old concept of great service backed up by a fantastic team of uk customer service staff who would bend overr backwards for their customers Orange.
EE stinks!!
- Location
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- Location
- Sheffield
- Reviewing
- EE
- Date
- 2014-11-11
- Comments
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Terrible. Moved in to a new house. Requested a line activating. After two weeks of waiting I had heard nothing. Apparently they had problems changing the line over. Rather than let me know they did nothing. I'm waiting to cancel the order as we speak.
- Location
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- Location
- East Grinstead
- Reviewing
- EE
- Date
- 2014-11-10
- Comments
-
just awful - when signing it said speeds of 7.6 but actually it's less than 2 - 12 months of rubbish broadband - will also report EE to ofcom as their website is deceitful
- Location
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- Location
- shropshire
- Reviewing
- EE
- Date
- 2014-11-09
- Comments
-
Recently moved house no broadband after 6 weeks just empty promises and lgnorant staff bunch of useless cowboys
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2014-11-08
- Comments
-
Broadband and phone line not activated. I have been on the phone for over two hours most of the time being on hold.
Ineffective and uninterested consumer service, non existent technical support.
I asked for a refund as EE did not deliver anything. I was told that my cooling off period was over. Please note that the cooling off period starts when you sign up, I learnt. However it takes approximately 3 weeks before anyone does anything. So you wait for 3 weeks, lose the right to change my mind and got charged in excess of 100 pounds for leaving a service that was not provided. I am taking this further legally. Avoid.
- Location
-
- Location
- Reviewing
- EE
- Date
- 2014-11-08
- Location
-
- Location
- Sheffield
- Reviewing
- EE
- Date
- 2014-11-08
- Comments
-
Probably the most embarassing company to claim its excellence with its services.
We have been waiting since the beginning of October and every time we call at the end of the proposed time EE issue to us a statement that it will be up and running in x amount of days, it never is.
They are so unhelpful and will not take full accountability, of their disastrous work effort and rate. An absolute shambolic experience and I will never go to EE after this contract.
- Location
-
- Location
- LONDON
- Reviewing
- EE
- Date
- 2014-11-08
- Comments
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Nightmare of EE Broadband. here is my story:
Horrifying experience. While upgrading my mobile package with EE (with a nice sales person called Stacy) she suggested I take EE home broadband, i agreed (around 4pm on 6 Nov 2014). When i got home and read the bad reviews I immediately called EE on 150 (at 6:20 pm on 6 Nov 2014) to cancel the order, I was advised to call the following day and speak to cancellation team. on the 7 Nov 2014 at 12:20 I called EE (I was on hold for 25 minutes) Tom answered, I told him the truth (big mistake!) about wanting to cancel because of the bad reviews. he then changed his tone and i felt as if he was interrogating me for at least 15 minutes, he sounded very upset that i changed my mind and refused just to cancel the order (i kept telling him that i am with in my legal right to cancel within the cooling period of 14 days without having to give a reason) but he kept insisting on asking further questions on why did I go back using the deal offered by EE to get a reduced price from BT. eventually the call terminated (he may have put the phone down, i am not sure).
At 14:11 on 7 Nov 2014. Just to make sure, I sent a text to Stacy (EE sales person) requesting cancelation of the order of home broad band.
At 15:19 7 Nov 2014. I received a text from EE asking me to call 08000790283 regarding home broadband.
At 15:40 I called the number, spoke to Richard, when i told him what i went through with Tom, he replied the order is not cancelled yet because the call was terminated. He insisted that I should speak to cancelation team again and cancel the order and that he cannot cancel it (Richard's favourite words were ''you are not listening to me, you need to call cancelation team'' which he kept repeating to me ). As a matter of principle I refused to call cancelation team again, due to the expected long waiting time, he agreed to help by trying to get through to cancelation team and put me through. about 20 minutes later, Richard called me back saying he cannot get through to them.
At 16:01 I received a call from Stacy regarding my mobile upgrade, I mentioned what happened, she promised to get in touch with the cancelation team and ask them to call me.
At 17:50 i received a call from Gary, from cancelation team, he had me for 11 minutes refusing just to cancel my order until finally agreed and cancelled it.
- Location
-
- Location
- Great Yarmouth
- Reviewing
- EE
- Date
- 2014-11-07
- Location
-
- Location
- East Yorkshire
- Reviewing
- EE
- Date
- 2014-11-04
- Comments
-
Switched to ee 21 days ago, still waiting for the service.... After 7 phone calls and an average time spent on the phone to customer services being 45mins each time have been told they have to cancel my current order and place a new order that will take another 7 days. On the up side they did say they won't charge me for the last 3 weeks of service !!!!!!
- Location
-
- Location
- Chester
- Reviewing
- EE
- Date
- 2014-11-04
- Comments
-
Poor Network, bad customer service, buffering broadband
AVOID AVOID AVOID
I was with Orange for over 10 years, when I came to upgrade was persuaded to move to EE the ""best and fastest network around"" I also had my broadband with Orange and that too was moved to EE, For the first 3 months I have spent more time on the phone to customer service regarding several issues for both phone and broadband (which is fibre). My FIBRE broadband is slow when using on my phone sat in my lounge, You tube takes ages to load videos, and there's only me using it at the time. I had several letters saying my bill had not been paid yet I had always paid by d/d only to find two accounts were operating so I had to give my details again, only to get a text the following month to say it had not been paid again!! guess what they had cancelled the wrong account!!!! I am now stuck with them for a damn year. I do not recommend them at all I wish I had stuck with Orange!!!
- Location
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