EE Home Broadband Reviews

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

Recent Customer Ratings for EE

  • Satisfaction
    3.3 stars
  • Customer Service
    3.6 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 1847 customer ratings since 2019-06-01 (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.

1469 Customer Reviews for EE

Reviewer Location Reviewing Date Ratings
I switched from a BT service to EE's Home Broadband after seeing a great deal online.

Problem 1 - On my first bill I had been charged £5 more than the price stated in the deal. I had to call and get this fixed. They said this was because I did not have another EE service like mobile, however the original deal stated I did not have to be an EE customer already to get this deal.

Problem 2 - I was also charged P&P of £6 for router, this was not made clear in the original offer. I just paid this anyway as I couldn't be bothered with the hassle of explaining this to their customer service folks.

Problem 3 - On 19th & 20th July I had no service - the broadband wouldn't connect. I believe services were down for most of Scotland. No communication from EE online or via social media to explain problem or apologize.

Overall, when the service worked, it has been OK, not any faster than my previous supplier. But the big let down is the reliability and customer service received - It's been totally crap. I will never use EE after this contract is out and I will be telling all my friends and family to avoid them for these reasons!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Ayrshire EE  
absolutely rubbish from day 1. broadband works for a few hours a day at most. technical support say keep doing resets. what a crappie company I despise these lot trying to get out of the contract now. complete horse manure service.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
leeds EE  
I have been with a few providers from BT to TalkTalk and i thought it could not get any worse with TalkTalk.... i was wrong....

I signed up for a 12 month contract and the engineer took two weeks to arrive and he fitted the line.. and there was a post code mix up or something so my internet did not work for another 2 weeks so it basically took them a month to get me up and running..
First bill they tried to take DOUBLE the amount of money from me.. for the engineer visit. Luckily the money was not in my account.. the internet constantly lags and freezes on me when it did get running.. and whenever i speak to customer service which is based in Mumbai India.. all i get is rude and DELIBERATELY obstructive representatives on the phone doing there very best NOT to solve the problem of my internet being constantly turned off for no apparent reason among the staff that LAUGH down the phone when your trying to make a complaint and hang up on you after putting you on hold for 30 minutes... the service is shocking... Even the service in the UK based areas is terrible even the billing department.. they say we will add compensation for spending hours on the phone being given the run around only for it not to be put on the account and lie to you.. but after hours and i mean hours of trying to find out why the internet is so laggy and trying to make complaints about advisers putting the phone down on you only to get NOWHERE its like talking to a robot on the other end of the phone... trust me every single phone call i have made has been the same... and if you want lots of headaches and your time wasted feel free to join them but let me tell you this EE DONT EVEN HOLD A CANDLE TO TALK TALK AND TALK TALK IS ONE OF THE WORST I HAVE DEALT WITH IN MY WHOLE LIFE.

STAY FAR AWAY.... TERRIBLE!

The only thing i can give them credit for however is compensating me for the issues i have had but its a rough ride getting them to compensate you.. (i just dont back down)
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester EE  
Customer services are terrible, they don't care one bit! constant mistakes, being overcharged, mistakes not rectified.
Broadband speed started off quick but now slower than a drunken snail! AVOID AVOID EE!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Ramsgate EE  
Very poor internet. There guaranteed speed checks are also a scam. They go off the speed going into the router NOT what speeds you get. Was promised 30 and I'm lucky to get 20. Router is shockingly bad. 3 bed house and I cant get signal upstairs. Internet drops out randomly, was told by EE that it was the fastest in the are, also not true as next door has double the speed.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Nottingham EE  
Horrible customer service twice time just switch off my phone. Very unhelpful not renew contract again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Colne EE  
Avoid EE like the plague. Their customer service is abysmal. I signed up for line rental and broadband. I elected to pay 12 months' line rental in advance. They acknowledged this in writing. For 4 months they've been charging me monthly line rental, which is more expensive. Now they've stopped even responding to my complaints about it. In addition, I told them that I wanted my phone number to remain ex-directory, so what did they do? They put my number in the directory, my full name, address and telephone number appeared on both the BT website and 192.com after having been ex-directory for 33 years. In addition, they claim to have sent me e-mails that I haven't received, including e-mails about my bills. Their customer service staff just try to blame everything on the customer and they don't try to resolve complaints. At present, my complaint is going to arbitration even though I haven't got a "deadlock letter". I haven't got a "deadlock letter" because EE has stopped responding to my complaints, so the arbitrator is having to accept my complaint without the letter. Really, this is not a company you want to be dealing with, they're worse even than BT or Plusnet, and both of those are dreadful. Funnily enough, they're all part of the BT stable.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
London EE  
I really don't want to say this because I was so pleased to switch from BT but sadly I realise how good and reliable it was.
The buffering is annoying now and slow. What's going on?
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
North east EE  
The speed is relatively ok, it lags terribly and the router needs resetting at least twice a week, not recommended I hate it!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Acrefair wrexham EE  
These clowns offered one of the best speeds and TV packages at the time. The ee TV never worked even tho its just digital free veiw with 4 or 5 extra channels. The WiFi router was always losing connection at least 3 times a week. The speed of the WiFi struggled to stream videos from my phone to my or from amazon prime to top it all off after we have swapped to a better provider we have had a very rude letter demanding there rubbish router and TV box back (wouldn't of minded a nice letter asking) bunch of *****
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Downham Market EE  
Worst company I've every dealt with. I signed a 1-year broadband contract in September but didn't get internet until November. I kept calling and they would say "within the next 2 weeks." Then reliability was spotty all year: several times a week we would have hours of unexplained 90-100% packet loss to most addresses. And now that 1 year is up I have to pay a £40 "early termination fee" because it took so long to activate the year before. Despite multiple complaints, the customer service reps do nothing to remedy this. Do not go with EE!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London EE  
I have been with EE for two years. At first it took them 3 month to install my line and actually got the broadband. When I moved Home I asked them to move my broadband, they told me it would take three weeks. On the day I was supposed to have an active line nothing came up. Ring them, after two days on the phone they told me they moved it to the wrong address (and some poor people lost their connection in the process). They offered me a month free and told me it would be up in two more weeks... I made the mistake of accepting. A week later they come back at me telling me they needed to restart the process and that the line would me operation in an addition 4 four weeks... In the mean time they offered a 3G dongle as a "solution", turn out to be a pay as you go one for which I actually have to pay. I finally resign my contract with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Guildford EE  
terrible internet speed
o.68mb download
0.42mb upload
a carrier pigeon could get the information quicker.
I am suppose to be getting up to 38mbs,
I would at least expect to be getting 1mbs!!!!!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
wellingborough EE  
Overall a poor expereance. The low light was when something went wrong with my pings/latency and it was near impossible to get in touch with their technical helpdesk and even when I did they were utterly unable to help. In the end moving provider was easier than taking to another offshore call centre.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Essex EE  
A completely useless customer service set up. Liars and cheats.
Supposed to buyout previous bb contract but wriggle and duck and dive. Passed from pillar to post. They churn YOUR cash and are basically money launderers. Fraudsters.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Cheddar EE  
Terrible, when first installed the connection was poor, I called customer services and they said I should buy a booster. I live in a town so not exactly in the sticks. Ive been having problems again lately and they said they needed to send an engineer out. Failed to show twice, had to wait in half a day both times. Now on hold and have been for 40 mins trying to get through. To put salt in the wound they issued my bill today.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
North east EE  
Dry poor broadband speed, I suspect due to a poor landline connection to the hub.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Horbling EE  
I was offered the home broadband and tv package switching from Sky to EE. Well the activation date was supposed to be 1 week ago. All they managed to do was switch off my previous broadband and phone line and tell me my order had been cancelled with no explanation. I then get a new activation date for 2 weeks later and they then contact me one week later telling me that the order was unsuccesful. Have spoken to at least 10 people trying to sort it out but its not worth the hassle I have given up, cancelled the order and will now be getting BT.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Glasgow EE  
My issue with EE is the very poor service when dealing with a telephone landline fault. The relationship between EE and BT appears to be very unreliable as it took over 2 weeks to resolve a straightforward defect. All evidence of the fault pointed to the exchange but this was not tackled until 2 home visits and persistent pleading from me to the 150 help desk.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Torpoint EE  
Useless, struggle to play videos on Netflix or Youtube. Cannot play online games at all and their customer service is poor.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Hitchin EE  
Do not get involved with EE or Orange, not only is their customer service dreadful, the whole company ethos seems to be about trickery and broken promises rather than providing a service worth paying for, save yourself a lot of trouble and go somewhere else.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Lancashire EE  
Slow speeds even on fibre. Cut out frequently for no reason. Once cut out for days and getting customer services to help was more painful than pulling my one teeth. Rude customer service who can never help. Hidden charges upon leaving despite being out of contract. Just awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Manchester EE  
If you have the misfortune of getting the Indian call centre (ICC) EE customer service are painful. A call will take twice the normal amount of time it would otherwise.
Connection was awful - broadband kept buffering on all devices
After calling to complain the ICC cut the connection for our BB completely.
EE ARE TRULY BT LEVEL APPALLING FOR BROADBAND. FOUND SKY FAR FAR BETTER
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Norwich EE  
Switched across to EE a year ago as I had my mobile with them.
Positives:
+ Price was good at the time
Negatives:
- Customer service is poor. I had to call twice for a mac code today. Second time took 25 mins mostly on hold and the cust retention team effectively told me I was lying about having called earlier in the year about broadband speed!
- Struggled to get 2mb speeds when TalkTalk were usually 5-6mb.
- The router was poor as well, couldn't get reception one room across unless the door was open.

Everyone makes mistakes, but don't call your customers a liar!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
United Kingdom EE  
reported very slow speeds of 1.34mg was told it needs an engineer to call and check it out.later the speed went up to 7.09mg and then later back to 1,34.We are paying for fiber optic speeds of up to 16.1mg but the service is very poor.Have EE broken their contract? can I get shut.!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Belleek EE  
I am frustrated and felt cheated with the kind of service EE provides.

I moved house and broadband connection in the new house is couple of weeks away. So I went to EE to get a monthly broadband and told them I need it for a 2 weeks only. The minimum plan they had was for 1 month which I opted for and told them I don;'t need this to be active beyond 1 month.

The sales representative told me that I can call customer care to cancel my connection post my first payment is deducted, which would be after 14 days of my connection activation. I did the same thing but now the customer care is saying I have to pay for another month as they would need atleast 30 days notice as per T&Cs. Also they have a cancellation fees of 8.99.

All these were not mentioned to me by their sales representation when I went to discuss the option in the store. I mean who reads 4 pager T&Cs in the store before signing the document. It should be the sales representative's responsibilty to make customer aware of cancellation process and fees, which clearly wasn't done in this case.

Please avoid them as they are bunch of cheaters sitting their and making fool of customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London EE  
I recently joined EE broadband and that was my biggest mistake i ever made. My line didn't go live when it was meant to. I had to keep ringing them. Every time i have rang them customer service has been very poor and it has taken average of 40 mins to get through a customer service. I thought Talktalk was bad but EE are even worse then Talktalk. Wouldn't advise anyone to join them. I am very disappointed with the service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Oxford EE  
Always crashes, it's really slow, and you can be kept on hold for an hour or more. Terrible.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
England EE  
Absolutely rubbish. Struggle to watch BBC I player, stopping every 10 - 20 seconds buffering.
Internet connection keeps dropping out.
11 more months of this rubbish.!
Can't contact customer service any way except on the phone were you are on hold for 20 mins. Then you get a foreign call centre! They can never help. Help me please.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Chorley EE  
Worst customer service ever, never been so frustrated about EE. Starting on 22/3/2015, frequent disconnect on network and called customer service. After all the rubbish standard of procedure of checking and testing line, which cost 40 minutes EVERYTIME, and you require an engineer to visit, but customer service you called are not able to direct them because they are outsourced. Ok, they will call us back tomorrow.

One day later, they called, test connection again, they said ok to schedule a engineer but need to call us back to confirm. I was at work and wont be able to spend 45minutes on hold. I missed one call, and I call them again, they need to start everything from 0, from tier 1 customer service test connection and said give me a call later.

Missing 1 call and you bounce back to zero? I have wasted 3 hours talking to robots from sunday, till now I still have not yet been able to schedule an engineer to look at it. I have changed a 50 pound router, new filter, new cables just to ensure it is beyond our control.

Worst customer service ever. How can this company still exist in this generation...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Paddington EE  
PLEASE STAY AWAY FROM EE OTHERWISE YOU'LL PROBABLY FACE THE SAME...Very poor speed and drops in connection. When you phone up they are useless giving you diffrent stories and making you go round in circles. They took a month to fix my brodband after it just stopped working. Un-believeable how they get away with such rubbish service and jeep your money. I'm changing as I write this review.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
bradford EE  
Connection keeps cutting out, 27 minutes to get through to customer service, 25 more minutes trying various things, followed by a promise to call me back....still waiting. Big regret choosing EE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London EE  
Really bad, barely had it few day now and hardly had any signal from my broadband at all. I was promised of a good and reliable router with the signal speed of 19 to 23mbps, all I could get is 100 to 30kbps (old dialup strength) to put it bluntly it is dreadful considering I work in the video games industry which requires me use the internet to move and upload lots of data around. If anyone is looking wireless broadband I highly recommend you avoid EE's bright box simple horrible I only wished I stayed with BT I never had this problem with them.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Kidderminster EE  
We bought an 18 month deal up front at the same speed as our previous broadband deal (~20MB), which is perfect for us as 2 people living in a small flat, only using the internet for streaming SD videos. The speed is abysmal since we switched, and regularly drops to below 1MB. EE have tried to fix this my playing around with our router settings remotely, but we really haven't been happy with the service at all! It just keeps happening, and we cant even load the speed test website sometimes, let alone watch videos! On top of this, they raised the charge by £2 a month a few months after we joined, when we thought we were getting a fixed price deal by paying for 18 months up front. Really disappointed!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
London EE  
Have been without broadband for 3 weeks and service still not restored. Spent MANY hours on phone already and 4 visits from Openreach engineer which have taken up 5 hour sliots for each. Warning that £50.00 penalty would be imposed if equipment at home is found to be the problem.
Long delays each time I call with assurances that they pride their excellent service. One return call promised faithfully but not fulfilled and one promise to supply replacement route by return not honoured. Personnel appear to be helpful but no progress has been made. The Management need to know these problems and take positive action to provide acceptable level of service.
We have two mobile phones from EE and receive low level of internet access or occasionally no service. All this living within 4 miles of a major city centre and less than 1 kilometre from the control unit. Decisive action required or replacement of senior staff who CAN DO and justify their positions.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Liverpool EE  
absolute rubbish .didnt know it was part of bt stay well away not worth the problems
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
stoke on trent EE  
I switched to EE as I was having problem with TALK TALK. The presentation was great: good salesman, UK based call center: so we signed.

We left as EE turnt out to be worse than Talk Talk.

BROADBAND: it kept dropping out and the speed kept dropping. After 6 o clock and on weekends, we were not even able to stream movies. We had to call Tech Support each time and after going through their painful troubleshot procedure (which include checking the same things every time despite having checked already 20 times) the speed was back to normal only for a few days - then again painfully slow.

CUSTOMER SERVICE - although their customer service is UK based, when you go to TECH support the support is based in India or Pakistan. There is nothing wrong with that, as long as it is but the line was bad and there is a 2 second delay which makes talking really hard. We had to scream on the phone and sometimes was really hard to understand each other.

So...not a good experience for us :)
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
East London EE  
I have been with EE for the past four years! And how do they re-pay you for loyalty? - By constant price increase and decrease in their service!

When I first ordered EE - I had 17MB broadband speed with no issues, no disconnections, no problems. I was really happy with it!

After the contract ended the price increased and broadband speed dropped to 15mb. Year later price increased again and broadband speed dropped to 12mb. This year price increased again, and the speed dropped to 6MB.

They do not watch their lines for faults at all. If your connections drops you will have to prove them its their fault, as they will never admit it. If you contact them by mail, answer will arrive just about a week later.

If you are with EE and your contract ended, change the provider, as your service will drop and they just don't care about you no more.

I had enough, switched the provider last week.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh EE  
The internet connection goes from 6.69 to 18.52 Mb without warning, that is when I do not loose connection. I have notified EE several time with this problem without getting a resolution to it. FYI they advertise up to 76Mb per second in my area!!! But the monthly charge remains the same... Of course
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Twickenham EE  
I was supposed to have a 4GB max sum plan that I could use abroad, however, they never set me up for abroad roaming so now my phone is set to the wrong time and I can't text, call or use data abroad. It's annoying as I don't even get the he message to confirm i'm in another country. The workers also don't know what the he here talking about. I asked about my plan and they said it wasn't for abroad, yet when I checked it was. I called again and they said it was. They have no idea what they are telling thwir customers and are not fully educated in what they inform. It's devestating.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Las Vegas EE  

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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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