1,612 Customer Reviews over 41 pages
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- 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
- London
- Reviewing
- EE
- Date
- 2016-09-16
- Comments
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Ok so just to pre-warn everyone in advance, do no use EE for your wifi they are shocking. The wifi is so slow and ours stopped working for a month during which I called them almost every day and was spoken to very rudely. I was told I would receive proper compensation for the time I wasted and the time without broadband. I was offered £2 compensation. £2!!
So I really wouldn't waste your time by going with them, look online for some good deals first.
- Location
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- Location
- Seagrave, Leicestershire
- Reviewing
- EE
- Date
- 2017-05-19
- Comments
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We have suffered poor or no broadband for months with EE unable to find a fault. They finally agreed yesterday to arrange a BT engineer to test the line (today). He almost immediately found a break and mended it....however even though it is fixed we are still stuck on 1.6mb download speed. Sick to death of the poor service.
- Location
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- Location
- bolton
- Reviewing
- EE
- Date
- 2014-02-19
- Comments
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cannot stream anything
- Location
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- Location
- Cardiff
- Reviewing
- EE
- Date
- 2016-01-28
- Location
-
- Location
- Warrington
- Reviewing
- EE
- Date
- 2018-02-05
- Comments
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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.
- Location
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- Location
- Southport
- Reviewing
- EE
- Date
- 2014-03-12
- Comments
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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!
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2014-03-06
- Comments
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Could not have had a worse experience if they'd come round and kicked me in the nuts! In a month and a half they have scheduled 4 different dates to start providing my service. They lost my phone number despite providing the mac code to them. I've spent in the region of 7 HOURS on the phone chasing round after their screw ups. The final straw was cutting off my old broadband only to then inform me it would be another 2 weeks until they would bother to connect my new service. Well ee you can shove your broadband up your a*** I'm signing up with BT instead.
- Location
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- Location
- Chandlers Ford
- Reviewing
- EE
- Date
- 2013-12-05
- Comments
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I purchased the package detailed and was delighted with the speed and reliability initially. However for over a month the speed has been dropping as low as 0.41 Mbps, bearing in mind I'm on an up to 49.7 Mbps fibre connection. EE continue leaving me voicemails at 5.00 pm after I e-mail them, informing them I work until 5.30 pm and can they contact me at 7.30 pm. On each occasion they agree to that, then call at 5.00 pm stating they are unable to assist me because they can't get in contact! Next stop is Ofcom.
- Location
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- Location
- Colchester
- Reviewing
- EE
- Date
- 2017-02-07
- Comments
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Always on a BT landline was with Freeserve from 1998 on pay monthly dialup, then broadband from 2005 onwards. (Government forbade BT providing broadband in my area).They called themselves Wanadoo, Orange, EE and now owned by BT? They started double-charging line rental on "MAXIMUM PAYMENT PLAN" ? I already pay BT for this so I changed my broadband to BT since January. EE continue to extract £35 monthly payments from my debit card as they have my card number.
- Location
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- Location
- leeds
- Reviewing
- EE
- Date
- 2015-10-29
- Comments
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EE disconnected us from SKY two days before connecting us to their own network!! Phoned customer service who didnt see that as a problem! Wasted over 30 mins on the phone.
Were connected now but the speeds are so slow, basic web browsing times out.
No phone back from EE to explain or apologize.
Customer services seemed to think it was normal & not an issue to leave people offline for days.
- Location
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- Location
- Kent
- Reviewing
- EE
- Date
- 2015-02-04
- Comments
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It took a month to get connected after receiving the modem. Broadband was fine for almost a year but I've had no connection for the last 5 days.
- Location
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- Location
- Preston
- Reviewing
- EE
- Date
- 2018-06-27
- Location
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- Location
- Essex
- Reviewing
- EE
- Date
- 2015-02-25
- Comments
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Ordered broadband with weekend calls on 15th December 2015, it is now 25th February and our service has still not been activated, no one has had the courtesy of calling to update us, tried calling customer service , on hold for very long periods of time, they told us that no money would be taken from our account, however they have started charging us for a service they have not yet provided. AVOID AT ALL COSTS!!!!!!!!!!!!!!!!!!
- Location
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- Location
- Ashbourne
- Reviewing
- EE
- Date
- 2014-10-31
- Comments
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We recently moved in to a new house, we asked EE to set up the line and install BB and they were more than happy to oblige. This was in early august, by the end of August we had to phone them to track our order only to get a very short reply of it is being sorted and you have your box so please wait another few days. Weeks this but still nothing.
We waited another three weeks and still nothing. I phoned them again and by the way you generally are on hold for about 40mins at best or worst three hours , I plan my day around this and carry on as normal..
So by this time we were annoyed at best. The kind lady said to us that we should have had a call to tell us about a problem with the line. They did nothing of the sort. She proceeded in telling us that we would have our line by the end of September.... I replied with this is unacceptable but there was no way of changing this.
Stupidly we waited for this magical date when our internet and line would be live with baited breath, it did not materialise . On the 28th September. Full month since my last call they told us that there had been a delay and they would be delighted In connecting the line on the 18th december this year. So something positive, it would be this year at least! I have since left EE even though they offered me 30quid for the trouble and a token gift of two months free internet which as you guessed at 2.50 a month is not enough! Go for reputable firms not something that touts itself as something that it clearly is not. The worst company to deal with and get answers from hen all you need is a simple courtesy call. Very poor and avoid like the plague!!
- Location
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- Location
- Bolton
- Reviewing
- EE
- Date
- 2015-11-11
- Comments
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What a joke EE is. I'm 3 weeks in and am getting 0.3M. They say I have to be connected via ethernet for a speedtest, ie find a laptop, or a pc with a 10 metre lead. A wireless connection should do the job.
- Location
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- Location
- alva
- Reviewing
- EE
- Date
- 2019-12-29
- Comments
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Television box is so slow
- Location
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- Location
- Marlow
- Reviewing
- EE
- Date
- 2014-12-29
- Comments
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I am giving one star so that my review will register here. They deserve no star. EE are the absolute worst company I have had the misfortune to deal with. Recently transferred from another broadband and landline operator. EE could not connect my broadband and hence I have been without for over one week. I have requested a MAC code to transfer away from EE. Their customer service centre is a joke. They have mis-sold the package based on false pricing information. And now to crown it all, I have discovered that they have switched my landline number with another person's so I can not use the landline. My advice: do not go near EE for broadband and landline package.
- Location
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- Location
- Launton
- Reviewing
- EE
- Date
- 2016-03-23
- Location
-
- Location
- Launton
- Reviewing
- EE
- Date
- 2016-03-23
- Comments
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EE is run by corrupt employees who will lie to the teeth to get you to commit. They claim having own fibre network and don't, they claim speeds which isn't there, they change contract without evidence, they claim things does not exist, then even make false appointments. very bad people indeed.
- Location
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- Location
- Aberdeen
- Reviewing
- EE
- Date
- 2014-02-04
- Location
-
- Location
- bradford
- Reviewing
- EE
- Date
- 2016-08-13
- Comments
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okay if you never need to use customer service...
broadband worked well but would be throttled at timees.
i had an issue and called the customer service which was based in india. only wanted to make a minor change and they were utterly incompetent. Sending from department to department and then in the end saying the classic "our systems are down can you call back"
with so many other companies out there i've decided to just cancel my broadband with EE for one with actual customer service.
- Location
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- Location
- Bolton
- Reviewing
- EE
- Date
- 2020-01-08
- Comments
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I regret the decision of switching to EE.They are the worst broadband provider you can ever find.Pathetic service.Broadband speed would always fluctuate,Signals used to drop frequently.I have been calling customer services again and again, but all they would do were the remote checks.Eventually i had to switch to Sky and life has been easy since.I wouldn't recommend EE to whoever is planning to join them.
- Location
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- Location
- Peterborough
- Reviewing
- EE
- Date
- 2015-09-30
- Comments
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Worst home broadband ever. Better don't even consider if you care internet speed. I wish I never sign one year contract - price was too intriguing, but now I am paying that with my patience and nerves.
- Location
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- Location
- Edinburgh
- Reviewing
- EE
- Date
- 2020-04-01
- Comments
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Since we got this broadband I have at most had 5 mb/s. My parents are paying for a plan where we should at least have 20 mb/s. A few weeks ago before the lockdown in Edinburgh, a man came to try and fix it, he was nice but did nothing to improve our wifi. And just yesterday another man came (but couldn’t come into our house because of coronavirus) and did absolutely nothing to help. In fact my internet has slowed down even more, down to 0.4 mb/s. That is terrible!!! My parents for some reason don’t want to change broadband but this is the worst internet I’ve had in my life. As good as McDonalds wifi.
- Location
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- Location
- london
- Reviewing
- EE
- Date
- 2015-08-25
- Comments
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Requested move to new address weeks ago. Telephone is working fine but no broadband. I have spent countless hours on hold to ee customer service who will transfer me on average 5 times a call, hang up on my calls routinely and never return calls After promising to do so. Extremely rude customer service. I am still paying for the broadband but have no idea when I will get the service. For some reason no one at ee can tell me what the problem is or when it might get fixed. Waste of money, waste of time. Infuriating! Time to switch I think
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2015-11-07
- Location
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- Location
- Edinburgh scotland
- Reviewing
- EE
- Date
- 2014-03-01
- Location
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- Location
- Chaffcombe
- Reviewing
- EE
- Date
- 2015-01-02
- Comments
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We can only get approx .5 download and upload. It says we should be getting.2.5 on ordinary copper lines and 3.5 on high speed copper lines. Others in the village is getting 3 to 4. Can you please look into this. Thanks.
- Location
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- Location
- Leicester
- Reviewing
- EE
- Date
- 2014-03-20
- Comments
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One word - awful. Don't write reviews but EE has been a disaster from day one. Ordered a month ago and line still has not gone active. EE seem incapable of resolving issue and just keep saying they are looking into. AVOID AVOID AVOID. Their offering is cheap for a reason!
- Location
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- Location
- Leicester
- Reviewing
- EE
- Date
- 2014-02-18
- Comments
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Two words - Awful service. Have never gone on web to write a review before but I am appalled at the service to date from EE (and I have not even received my broadband yet). Encouraged by "customer services" advisor to actually cancel the order so I have! Avoid.
- Location
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- Location
- Burton on Trent
- Reviewing
- EE
- Date
- 2017-02-28
- Comments
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Our speed 0,25 Mbps - contract for 18 months - no possibility to cancel the contract. After time-consuming calls to EE technical support there is always improvement for 3 days so the speed is 3 Mbps, but after 3 days there is 0.25 again.
- Location
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- Location
- West Yorkshire
- Reviewing
- EE
- Date
- 2016-11-15
- Comments
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I initially bought the non fibre broadband simply because it was the cheapest option. It was a bit stupid to be honest because before switching over to EE I was with Virgin on fibre optic so it was like switching from a coloured TV to a black and white one!
I ended up upgrading to the EE fibre package and haven't looked back since, its even faster than Virgin! The customer service was spot on and they even wavered the fee you pay for an engineer to visit!
A bit of advice for those of you that are debating on what package to get, if you use the internet for the bare minimum like online shopping, facebook and web browsing the non fibre one will be fine for you but if you have people in your house that watch a lot of youtube videos or Netflix then whatever internet provider you choose always choose the fibre package. Check if your area is compatible before you do though :)
- Location
-
- Location
- london
- Reviewing
- EE
- Date
- 2014-05-01
- Comments
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So unproffesional , DO NOT GO WITH EE BROADBAND I didnt even get to the point of installing my internet as they changed the instillation date after the told my my internet should be running in 10 days, customer service team do not communicate woith each other and give you different answers each time ; the activation letter that they sent to my house was not even dated
- Location
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- Location
- London
- Reviewing
- EE
- Date
- 2018-10-20
- Comments
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Terrible service slow speed it's like dial up all over again but at least with dial up I could get online. As for customer service very patronising and rude telling me I'm going to get the same speed broadband when I go to my next provider. Haha don't think so EE talking load of rubbish as usual just like your broadband haha
luckly I'm within the cooling off period so I have left and gone with amother where there is no attitude from customer service and can provide really good broadband and no dial up speed
Stay away from EE
- Location
-
- Location
- London
- Reviewing
- EE
- Date
- 2018-10-20
- Comments
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Terrible service slow speed it's like dial up all over again but at least with dial up I could get online. As for customer service very patronising and rude telling me I'm going to get the same speed broadband when I go to my next provider. Haha don't think so EE talking load of rubbish as usual just like your broadband haha
luckly I'm within the cooling off period so I have left and gone with amother where there is no attitude from customer service and can provide really good broadband and no dial up speed
Stay away from EE
- Location
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- Location
- West London
- Reviewing
- EE
- Date
- 2014-04-23
- Comments
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I signed up to EE fibre broadband and anytime calls as an existing mobile customer on 22nd March 2014 to be informed that the switch would be seamless..... still on 23rd April I have no broadband! No updates, poor communication, no explanation... I am lost for words at the appalling service and cannot believe that companies believe that they can sustain this sub-standard service for the long term without penalty. I wish someone would look into this company...... AVOID! I have, needless to say cancelled my order with the pre-activation team!!
- Location
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- Location
- Bridgend
- Reviewing
- EE
- Date
- 2014-12-31
- Comments
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Signed up on 10th Dec, told earliest engineer could make it was 29th. Cancelled mobile broadband in readiness. 29th came, I waited in for engineer but no sign of one. Rang EE to see if one on way and was told that our order hadn't been put through!! Someone should have rung us, but they were too busy. It would be another 14 days before an engineer could come. Will cancel and go back to mobile broadband, I think. From reading the reviews on here, sounds like I had lucky escape. Terrible service.
- Location
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- Location
- Stoke on trent
- Reviewing
- EE
- Date
- 2017-11-08
- Comments
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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.
- Location
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- Location
- Nottingham
- Reviewing
- EE
- Date
- 2016-03-25
- Comments
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Have been with EE for a few years now, across multiple addresses. Every move has been fine, only ever one issue when we moved to the current address where the line was faulty. It took EE 1 day to send an engineer out and then everything was fine. We have just come up for renewal so thought we would upgrade to fibre (loyalty deals rock btw!), which i'm happy to say is getting around 35-37mbps compared to the 16-17 on standard. We are pretty close to the exchange and the lines are probably only around 4-5 years old so that helps, but i can't fault EE to be honest. PS i work in IT but no its not for EE! :)
- Location
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