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
    3.4 stars
  • Customer Service
    3.6 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 517 customer ratings since 2021-08-07 (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.

1,562 Customer Reviews over 40 pages

  • Reviewer
    Location
    Bristol
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I think ee broadband is good for the internet in general , the problems I has were actually when needing customer service. I would be on hold for a long time, felt as if my enquiries weren't dealt with as they could of been or particularly helpful. Was charged for phone line which I did not have, which was later refunded as I made a complaint about a diffrent matter, and when they looked up my notes etc they found out I was being over charged which resulted me being owed £221 by the company, which I might add took 2 months for them to pay me back, which I think is a joke because whenever I was a few days late with a bill the company would be keeping check on me to see when I could pAy, bearing in mind I was with company approximately 2 years and would always pay bill, but never took 2 months. I have now decided to move to sky broadband.
  • Reviewer
    Location
    RG1 4 PS
    Reviewing
    EE
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Worst ever seen!
    I signed one thing in the contract and they charge me another one...then I need to spend money to call them and try to correct theris mistakes.
    Still waiting to receive my 10£ deposit back, which they said would be paid in the first 60 days of the account going live...
  • Reviewer
    Location
    United Kingdom
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Just moved to Plusnet with no problems whatsoever. Broadband transferred a few days ago with phone to follow soon. Now EE have sent an email "We have closed your second line service as requested however you can continue to enjoy EE broadband as usual.Best Regards
    EE Broadband Team" Erm how can I continue to enjoy their broadband when I don't have it! Very confused.
  • Reviewer
    Location
    Wolverhampton
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I've been with EE mobile for years and just joined Home Broadband Fiber 38mbps/dl. The speed is the same as my previous provider, there are small problems I noticed:

    - Ping is higher compared to Sky (lower the better)
    - Speed is more stable with Sky
    - Extra 5gb data is not automatically added to your mobile contract
    - Hidden Charges! They didn't say there's a month in advance.
    - be aware of shipping and a connection charge of £50 if you don't have BT fiber line. I do have this and still they charged me £25. Sky gave me this free for being a loyal customer.
  • Reviewer
    Location
    Ex20 3et
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    After many years of having no landline broadband in the area that we live, our address has finally been connected. We now have a contract with EE. The process was very painful to switch both the phone and internet but when it was finally sorted we have fantastic broadband. We have come into the 21st century and can get all those normal things like youtube and Facebook!!
    As far as the EE customer service goes, if was so frustrating because nobody ever did what they said they would. Eventually I spoke to someone who took responsibility and sorted my problem, and so we got there and are verg happy with what we have.
  • Reviewer
    Location
    Paddock Wood Tonbridge
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Moved over last June to fibre due to poor internet speeds but staying with EE who were my provider. Initially received for a couple of months speeds of 28mb but this has slowly dwindled down to 23 to 25mb max and service can often be eratic. Not that happy but tied in for 18 months.
  • Reviewer
    Location
    Nottingham
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    i have not been displeased until i tried to move to another provider, then the guy in retention tried to bully me into staying advising that i would hate talk talk and they were the worst provider ever. before that i have been been pleased with the service, not sure whether to stay or go now
  • Reviewer
    Location
    Chatter is, cambridgeshire
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    I have 2 sim only contracts with we. 2 phone lines with we. One is basic ADSL which has never failed. The other is VDSL fibre ( to the box!) So far, mobile service is very good. As for the vdsl fibre, not so good! Line drops about once a week! The waffle I have had from poorly trained general staff makes me weep. The main issue is the EE router. The WiFi struggles to keep going. My portable devices often say " connected, no internet" My smart TV dies in the middle of a Netflix movie! My desktop PC the same. Both these devices are Ethernet connected. EE have replaced the VDSL router, a total of 3 times while arguing that its my CCTV that's causing it all! Unfortunately for EE, I am the owner of a CCTV company. I install CCTV on other customers broadband. I don't get calls saying they can't log into their cameras! I have now had to buy my own ( Billion) VDSL router, which has been solid since installation! EE have offered me 50% of the £100 cost by way of a credit! As far as I'm concerned, not good enough!!! The senior support staff are polite and courteous. Its a pity they are let down by a lame router
  • Reviewer
    Location
    Nottingham
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    I've been with broadband for three weeks and have had bad connectivity and speed. However, the customer service has been great. EE have done everything they can to sort the problems out. They have responded very quickly to any calls I've made and engineers have been sent out the next day. The line was checked twice and no faults found so they are now sending out a new router AND they are reimbursing me for loss of service. Although there have been issues with my broadband, the customer service makes up for that. I previously had my broadband with Virgin Media - not only did it cost a fortune but the connectivity was also poor at times and their customer service not very good at all. I am therefore happy with EE overall and would recommend them to others.
  • Reviewer
    Location
    Fife
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I recently changed service provider (from EE to Plusnet) - not entirely hassle free as I expected it should be.
    The changeover date was set to be the 25th of October 2016 and this duly happened with my phone, but not broadband, which was re-instated on the 27th. Nothing too stressful so far, but then I received an email stating that my phone services were to cease on the 18th of November even though the changeover had already taken place. I phoned and was told that EE placed a 14 day extension on my account after being notified of actual transfer having taken place.
    I phoned them and the matter was resolved to some satisfaction after being told that a new bill for the month in question was not being raised. No mention of part month which I feel I am owed.
    However, I do feel this 14 day add-on is ridiculous and my main reason for writing this is to warn others and for them to check if this has been applied to them.
  • Reviewer
    Location
    Langport
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I recently switched my FTTC line from Plusnet (with the Plus addon) to EE. EE sent a new router so I decided to try it in place of my Asus AC68U router. The broadband speed improved immediately from about 19MBps to about 23Mbps. But the reliability has gone down. I have had several interruptions, and large downloads sometimes take forever or fail. The WiFi range of the EE router is also not as good as the AC68U.
  • Reviewer
    Location
    Lancashire
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I changed from PlusNet to EE in June via Money Saving Expert (MSE) website to save money & the promise of a £120 Amazon voucher after 3 months. After providing the MAC code, changeover went smoothly for both Broadband & landline on the dates agreed. After the usual initial 5-7 days, broadband speed was same as PlusNet (which was same as BT which I had before that)- about 14-17Mb d/l + 1Mb u/l. EE has more bandwidth restrictions than PlusNet, so if you torrent, its after 1am for you!
    (Reading some of the other comments on here, I have read elsewhere that changing FROM Sky & Talktalk to ANY other provider can sometimes be problematic, but can't remember the techi reason why)

    Occasional (weekly) problems with unresponsive page requests (either nothing happens or new page appears after 5-10 seconds). Changed primary & secondary DNS server in router settings away from Orange to faster alternatives - Problem solved! (Namebench software gave results)

    EE charged me full price for 1st month instead of offer price, after several emails & phone calls - customer support they said they knew nothing about the discounted offer but after 30 minute phone calls & call backs from managers (which I recorded for training & security purposes!!) they agreed to sign me up for a new deal, which was cheaper than the original MSE deal & assured me that the Amazon voucher would still stand....Hmmmm....my 3 months are now up, so time to start chasing MSE/"Affiliate Window"/EE or whoever for it, I can't imagine it will just turn up!

    In summary, EE's reputation for c**p customer support still seems true. I came from PlusNet which is said to have some of the best.
    Speed & reliability 4.5 out of 5
  • Reviewer
    Location
    Darlington
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    I'm going to be honest. This is my first review. I have been on EE for a while now on my mobile network, i thought i'd try the broadband out as I wasn't with an internet provider. It took about a month to set everything up. I'm averaging speeds of about 5-7mbps download, 0.5-1mbps upload and my ping is around 20. The only fault I can find is the internet speed. I haven't had to contact customer support after it was set up. I am myself a gamer and a network technician. Internet speed is important too me also. I have no jitter and 0% packet loss. Streaming video's doesn't seem to be a problem unless trying to view in 1080p. If I do disconnect it's due to DDoS attacks on my network.
  • Reviewer
    Location
    Cwmbran
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Be aware when signing up all inclusive calls do not include mobile calls, you have to choose another option to include mobiles. Found this out at my cost on first bill. Customer service is good and changed but in this day and age why aren't mobiles included I guess a good way to squeeze even more out of customers. Broadband is reliable and quick.
  • Reviewer
    Location
    Warrington
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I used BT for my fibre optic service and always had a download speed of 74 mbps I changed to EE due to a cheaper deal, even though I know EE is owned by BT. After a month I checked my speed to find it was at a maximum of 54mbps. I spoke to EE’s office in Plymouth and after a while I was told even though my fibre was able to handle 100mbps that even they couldn’t tell me why I was not getting 74mbps speed. I have to accept their speed but to be fair to EE I pay a lot less than I paid to BT and up to now I don’t have any issues with EE.
  • Reviewer
    Location
    Highlands
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Brilliant customer service - and on Christmas Day. Very helpful, problem solved. Thank you ;)
  • Reviewer
    Location
    London
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    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.
  • Reviewer
    Location
    alva
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Television box is so slow
  • Reviewer
    Location
    NORTHUMBERLAND,SEGHILL
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Oh dear..I have literally cried my eyes out last night and this evening due to poor connection to my new wireless dongle. I had been with 02 where my dad was paying monthly but decided I should go with EE so got a deal which included the phone too, no issues there. My laptop has taken a beating from my rages of frustration as when there are lights on the dongle there is still NO CONNECTION TO THE INTERNET and it isn't even shown on the list of other wireless in my area. Customer service on the phone did apologise and say Seghill has 'poor service' but I need internet every day for my pointless 5 hours of jobsearching as cannot afford to go to the locla library by bus every day! 02 were actually better and faster than EE and I hope I don't break my laptop in the process but when it doesn't connect even with green lights on it does p*** me off big time as I don't like paying money for unreliable stuff! Hope nobody else has similar issues. Could just be the area I live in. Sigh.
  • Reviewer
    Location
    South Wales
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Overall Broadband speed is ok but I sometimes lose signal if I'm in the kitchen or bathroom. My biggest gripe however is the lies that they tell you. I was told that there wouldn't be a deposit as I'm already with EE which is why I chose them in the first place so imagine my shock when my first bill went out and it was £73! That was after having my broadband up and running after for only 3 days with the month before being without it working as the work hadnt been done on any of the days it was supposed to be done. I also set up for my bill to go out on the 8th of each month so I know I have the money to pay it which is why they set it up for the 5th instead
  • Reviewer
    Location
    bristol
    Reviewing
    EE
    Date
    Ratings
    • Speed
      3 stars
    Comments
    I would not recommend this broadband to anyone it's been a hassle since installing it (which took over a month and took 5 phone calls each took over an hour because we where on hold for ages + going into the store for help,they just gave us a phone and said we had to ring) all that hassle and the EE man only took 5 minutes to install it. They also over charged us a extra 2 months and they didn't realise so we needed to call again. The first time we wanted to cancel I complained and they hung up on me. There customers service is total crap is a under statement.
  • Reviewer
    Location
    Helensburgh
    Reviewing
    EE
    Date
    Ratings
    • Speed
      3 stars
    Comments
    Absolutely shocking service from EE. Nearly every day i have to re-set my broadband router before waiting a few minutes for the connection to re connect. After numerous phone calls complaining all they do is say that the router is changing receives regular updates and this can cuase it to require re setting. This is the third router we have received and the problem continues! EE refuse to allow us to cancel our contract unless we pay the 'buy out' charge which is disgusting considering we havent actually been receiving the service that we have been paying for for over 6 months!
  • Reviewer
    Location
    Devon
    Reviewing
    EE
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I would not recommend EE to anyone. I have had a year of trying to resolve issues with my mobile phone, temperamental signal, a complete error with the Broadband and Landline phone and the worst customer service I've ever encountered. I could say more but I'm fed up with it all and wish I had never changed to EE.
  • Reviewer
    Location
    Devon, Dartmouth
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I can't say I've been impressed with EE Broadband at all, the broadband speed/reliability has been great their customer service is terrible! If you're joining them they're great, your best friends but if you have an issue they're far from helpful! I had to wait 3 months for my broadband to become active, then to find I wasn't reviewing fibre, YET I was paying for it, and even after phoning twice to correct it, it was only when I cancelled the TV service, which I'll be reviewing later they've finally reduced it, you get the occasional nice people but overall I'm not satisfied at all. Wish it could've been a better review but.....I can't say anything positive :(.
  • Reviewer
    Location
    Northampton
    Reviewing
    EE
    Date
    Ratings
    • Customer Service
      3 stars
    Comments
    always cuts out for long periods and takes ages to do anything, just did speed test and got 0.26mb/s download and 0.11mb/s upload speeds all for over 30 pound a month ...complete rip
  • Reviewer
    Location
    Southport
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Until recently I've been satisfied with my Orange/EE broadband service. 3 weeks ago I was averaging 17.5Mbps as I am quite close to the exchange. Then my connection started dropping randomly and reconnecting. The fault was at the exchange plus a new cable and main socket installed at home. The connection is now stable but I am getting 11Mbps. I know this more than some but less than I am paying for. EE tech said I should be getting between 14 & 18, but they failed to restore this or explain why, they just keep fobbing me off. All-in-all I've called 17 times and spent over 200 minutes on the phone trying to sort this. Their non-UK based tech support customer service is terrible, they don't listen and clearly read from a script, I also had to repeat my issue every time I called. I would recommend you stay away from EE, appalling service!
  • Reviewer
    Location
    London
    Reviewing
    EE
    Date
    Ratings
    • Customer Service
      3 stars
    Comments
    EE broadband is absolutely terrible. You won’t even get half of the average speed they state on their websites. Even when you complain about this all they do is ask you to reset you modem which doesn’t do anything.
  • Reviewer
    Location
    Stoke on trent
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Been with EE Since their broadband started off with orange. Standard broadband was fine for first year and a half then issues arrose from what was only diagnosed as "a shine on the line from outside environment " after putting up with no use of Wi-Fi, broadband dropping in and out every couple minutes we had enough of paying for something we can't use and using all our mobile data up, we called EE again and released from contract with no charges No hassle, no issues with leaving, apologised and very helpful.
    I find that now the EE customer service is back in UK & IRE problems get sorted where as before with the overseas call centres, calls were put on hold for over 30 minutes (in hope u would hang up) promises of call backs that never happened and resoloution to your complaint didn't even exist. Now it gets sorted. That I'm pleased with that we get stuff sorted.
  • Reviewer
    Location
    dundee
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    when i signed up for homebroadband unlimited and unlimited call all i got was unlimited broadband now i have a high bill which im not happy with i made landline phone calls during the week when i checked the bill i realised i was being charged for during the week im a very unhappy person i was misled .
  • Reviewer
    Location
    Glasgow
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    The speed is good and the box is pretty decent. I prefer that to BT's fibre offering.
    That's the end of the good bits. The customer service is shambolically bad. I've been with them for a week now and I've spent over an hour on hold to the customer service line, waiting for an answer, because they've overcharged me by £62.50 on my first bill and because my caller ID has not worked since they took over my line. I am still no closer to having these, I would have thought relatively easily rectified problems fixed despite being promised that it would be. The distinct impression I get is that they really don't care about customer service.
  • Reviewer
    Location
    Worcester
    Reviewing
    EE
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Appalling customer service. I would not use EE again. I took advice well in advance of moving house about the options of transferring the service to my new address, transferring my current service back to my landlady and setting up fibre in my new house. Every piece of information I was given by phone was incorrect. This included how to transfer an account into a new name, the notice period required (I was told none several times but have now been charged both for 14 days and a disconnection fee). New contract was mis-sold both by price and coercion (customer service agent lied about price plan changes that were due the following day). When I finally cancelled everything and made a complaint the customer service team could be heard heckling and whooping in the background. Completely unethical business with no interest in customer satisfaction. Also takes 20 minutes to get through by phone and several of their advertised numbers are routinely cut off once you've got through if they are busy.
  • Reviewer
    Location
    Essex
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Great speeds so far. Customer service is an absolute joke. They overcharged me by £7.50 per month and then I had to prove that they had done so. I could not email any evidence to them as they cannot accept emails. I had to post this to them. Still waiting to hear back from them. I wish I had read the reviews first.
  • Reviewer
    Location
    Bridlington
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Internet cut out 6/7 times daily, rang up multiple times and they upgraded me for an extra £1 per month, everything was great for 3 months and now the exact same thing is happening again, have been told we will have to pay an early termination fee for leaving even though they can't fix the problem
  • Reviewer
    Location
    Keighley
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    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.
  • Reviewer
    Location
    rainham
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    lower than average speed. poor customer service. If you are persistent enough to wait through the day, response is slow and asympathetic. intermittent dropping of wireless signal, particularly on the first floor. overall disappointed.
  • Reviewer
    Location
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Poor at night slow as a sloth and drops out a lot.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Well I look at it from two angles: I have EE broadband myself - I signed up to a year's contract including home phone. My year is now up and as I am hoping to move home this year, I am on a rolling 30 day contract so that I can cancel with only 30 days notice. I hardly ever use my landline. All the calls I make are done on my mobile (with another network). The broadband for me has been fine, only once has it gone off and I cannot complain about anything. However, my mum has an iPad which she has been using first on a sim only plan with EE, then a MIFI plan with EE for the last month: right from the start this was doomed - it did not work, kept cutting out. I tried, we both did, going into the local store where the plan had been set up, they said they couldn't do anything, were not interested only that it (the MIFI device supplied by them) could go in for repair but it would take 2 weeks. I said surely if that is the case my mum won't have to pay for the "service". Oh yes they said! I was horrified. Not long after my mum took out a landline and broadband contract with EE. This was due to start and the MIFI plan end simultaneously so as not to interrupt anything. She was given a live date of 12 May 2016 (yesterday). On Tuesday 10 May 2016 her Internet connection went off, EE had disconnected the MIFI in advance without telling her. Yesterday her landline was cut off early morning by her previous supplier and I received a text an hour later from EE to say that her landline/broadband plan was up and running. Still her phone did not work and despite my phoning EE on my lunchtime break and spending time on the call when I had better things to do, when I arrived to set up her router in the evening it still wasn't working. I rang EE again, explained the whole situation, got nowhere, they transferred me to another department where they re-activated the MIFI so she could have "temporary" Internet - at their expense but it had to be on a contract!!! It worked for 5 minutes and then went off again so now my mum is stuck once more with no Internet coverage and no landline. She is in her 80s and lives alone. I am sick of telling the people at EE, they are useless. I will change my provider as soon as I can. Their customer service is appalling.
  • Reviewer
    Location
    Wooler
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    If you have a problem with EE broadband speed, particularly upload, replace the terrible bright box 1 router. I started using the technicolor I got from SSE 3 years ago and the problem with unusable slow upload has disappeared. I feel sorry for the people working on the customer service line. They can't say that the supplied router is rubbish and you need to use something else to get reasonable service.
  • Reviewer
    Location
    Hailsham
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Not the best as I have never recieved the speed I am paying for. Been told it will be looked into but as of late nothing has changed.
  • Reviewer
    Location
    London
    Reviewing
    EE
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Careful if placing an order online...
    Previously on BT standard broadband - switched to EE fibre service. The website states 'no need to contact your existing supplier to cancel your existing service - we do this for you...'
    When placing the order on their website, it was made clear that our existing BT line could not be maintained, and it wasn't possible to proceed with the order unless a new line was ordered - costing an extra £30 for installation. As the property is old (with old wiring) we took EE's instruction as genuine and didn't question the validity of this. The installation went smoothly, and the service seems up to scratch, however it soon became clear that the existing BT line had not been cancelled, and was still live. On contacting BT, they couldn't understand why the existing line had not simply been transferred to the new provider. It would seem that EE knowingly mis-sold a new landline to us unnecessarily, and their promise that they would take care of any switch-over from existing supplier was not truthful in this case. I don't know how such a high profile company can get away with this deliberate mis-selling.

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