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
    2.9 stars
  • Reliability
    3.2 stars

Based on 2191 customer ratings since 2018-11-22 (Show all time ratings)

Visit EE   Read our EE buyers guide

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.

1431 Customer Reviews for EE

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Reviewer Location Reviewing Date Ratings
I've had a really good experience, rarely does the broadband drop out
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Lancashire EE  
compared to what i hear about ee broadband, i for one have had no problems, and am very happy with the broadband speed. well done e.e
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
ashton-under-lyne EE  
Thought i woould post because i looked at reviews following initial frustration when i moved to EE and was annoyed with the service. Why then the good ratings. Well perserverance won the day and i have had three providers who were unable to diagnose a simple problem which EE have now fixed and after i perservered.
My speeds were always 1mb or thereby n switched cause EE guaranteed 3MB. AFter switching i was still only getting 1 MB. I contacted EE and had to go through the usual rigmorol of switching off on etc ethernet connection Foreign contact centre, blah blah. Nothing worked. Eventually they diagnosed a noise imbalance and sent out an engineer from BT. He spent about three hours at my house All free and replaced just about everything still no joy. Eventually he went to local exchange and found a "spare" connection which shortened my route to exchange, Voila instant 8MB. Initially when switching everything back on i got 4mb but eventually over a week the line trained up to 8MB nearly 9mb. I also had one other issue with EETV in that the You tube was freezing after say 10 mins. I contacted them and they have informed it is a known issue which they are preparing software upgrade and will be on all boxes remotely over the next three days.
So after three weeks all is well with a little bit of perserverence and some misunderstanding and communication on both parts i couldnt be happier therefore creidt where its due. I realise i might be lucky as i now know that there are several factors to gettting good broadband but as i say credit where its due to EE as they were the only ones to fix a three year issue at my house.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
prestwick EE  
Been with EE for nearly a year. There was a line fault to start with, the internet connection would drop when the phone rang or was off the hook. I must have called about 3 times in one week they tried multiple diagnostics to avail, but eventually sent out a BT engineer to change the telephone socket and has been fine ever since good speed and reliability.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
NW England EE  
After being with sky for many years , decided to go with freesat , which put up the cost of the broadband , then got a call from EE offering the same deal as sky but for £24 inc vat which was a saving of £140+ , so after a lot of thought made the switch , broadband and telephone was 4 days late due to sky acting up , staying that l could not switch until my next payment date had passed .
Anyway have nothing terrible to report , broadband and phone up and running (7203 kbps) ,speed slighty better than sky.Have contacted customer services twice , also polite and helpful also 0845/0870 numbers are free ( sky charge for these ).
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
whitstable EE  
swapped to ee about a year ago and to be honest Ive had no problems at all (so cannot comment on call centre). The day it was switched on my connection went from 2mbs up to 7mbs ,stable connection...might be just good luck but i find ee satisfactory...
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
northumberland EE  
We booked broadbank with EE and then read the reviews on this site..... Needless to say I was really concerned we had made a bad choice in provider! Router arrived and at the cut off date of my previous supplier the router connected to EE and I had an email saying the tv box was on route. The Internet wouldn't connect and I called customer services, waited less than 2 minutes to get through and after explaining the issue was put through to a call centre probably in India.. Very nice man had the Internet up and working within 5 minutes.. Speed is faster than before and so far I'm very impressed with the service provided....
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Lancashire EE  
I see a lot of bad reviews about EE. So I'm guessing aside from my own personal experience, their services can be hit an miss. Though nevertheless I'll give an account of my experience with EE.

18mth Contract 76mb Fibre Broadband and Homephone.

I'm 19 months into using EEs fibre broadband and couldn't be happier. My download speeds sometimes exceed the 76mb advertised speeds by a mb or 2. I never seem to be slowed down at peak times and even though I use up an astounding amount of data. I've still not been slowed down or received correspondence to stop.

In 19 months, I have not once had any outages. Always a stable connection.

Aside from the actual product, which from my experience, has been amazing. Their customer service I have to admit is shockingly awful.

The customer service representatives don't really seem to care. Any complaints are dealt with in a, 'not our problem', kind of fashion. Usually only being resolved after escalating the matter.

I can understand why those who have had issues, don't rate EE highly. As I can imagine getting an issue sorted if something goes wrong can be very frustrating with EEs poor customer service.

For me, no longer being tied down by a contract as I'm now into a rolling contract. An never having issues with my broadband and getting the speeds I'm paying for. Is what keeps me with EE. If any of that changed, I'd be gone in a heartbeat.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Skipton, England EE  
We have been using EE for more than a year and honestly I have always received quite good services from them. I'm surprised to see so many complaints as because I have none of them. Good speed, no network problem, well I'm satisfied. My company uses this broadband as well. My company requires an all time stable connection as we have to do a lot of research on properties, buyers, sellers and market. We need more of everything and EE provides it all for us. My company recommends it to other as well. Thank you EE!
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Poplar, London EE  
Thought I would add a decent review to counter balance the negative. I was offered to upgrade from broadband to fibre broadband. Negotiated a decent deal (comparatively), £30 for 12 months then £39 for 6 months for 38mb unlimited and anytime calls. The router arrived in three days. I was expecting some engineer to fit it but when my internet shut down last night I simply plugged in the new router and in about 10minutes I was up and running again. At which point I got an email telling me I had moved over to the new plan. Might have been better to send me the email before they switched me over !! Otherwise so far so good.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Dorking EE  
I looked at the reviews and decided to add my own.
I have been with Freeserve, Wanadoo, Orange, now EE since 1998.
Forget the Indian call centres, they are a waste of space.
The rest of the above 3 categories have been good.
Many years ago when the free internet Companies folded my service provider then must have brought in more servers to cope with the influx of new customers.
I have had 17 years of good service, EE also looks after my phone line.
This has been my experience so far, if it isn't broken, don,t fix it.
Other companies quote similar prices for my broadband and phone line service.
I have always had reliable service, but forget the Indian call centres, they are rubbish.
I hope you get a similar experience from your provider, I'm 66 now and if EE remains as effective I will carry on with them into the future.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Lancaster, Lancashire EE  
Worked out of the box when delivered back in Nov 2014 cant complain about speed as getting 13MBS compared with 1.5MBS before upgrade
Strangely BroadBand username and password settings bore no relation to those on the card in the box...It worked so I left it alone..
Stopped working monday evening and was unable to get through to customer services on Tuesday before travelling to Europe
Back today and spent an 45 mins in an EE shop trying to contact Tech support...No answer again
My son found some info on the net so we logged into the router and changed the Broadband user name and paswword to the ones on the card..Didnt work
Bit of messing around with the username and it finally accepted it with the suffix @fs .....
Can only assume the Router was setup under a default account IE Not mine...EE discovered this and killed it....
This is poor service especially when you cant even talk to someone...
Dont even think about using EE for home Broadband unless you are VERY Technically confident....Im no expert but do this for a living....
  • Satisfaction
    4 stars
  • Speed
    5 stars
  • Reliability
    3 stars
United Kingdom EE  
been getting 76-80 mb until recently no changes in house usage, but speed has dropped to an average of 50mb.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
milton keynes EE  
Further to my recent review of my exit from EE and transfer to Plusnet, I feel it is only fair to add that I have received a final bill showing an overpayment. This amount is to be credited to my bank account.
I therefore upgraded my overall satisfaction score.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Fife EE  
I am quite happy with EE's service. Speeds are close enough to the advertised 76mb.

Negatives are that I had BT before and they were almost flawless. Every now and then late at night, EE's service disconnects for 10 minutes or so, which is very irritating.

Also their offer of free Norton Security Premium is nonsense, as the process to get it does not work and neither EE, nor Norton have a solution. This is false advertising.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Edinburgh EE  
Ive been with EE for 3 months now, Customer service wasnt so good at beginning!....But UK call centres are being rolled out! Its improving!! Excellent broadband speeds since day one! No problems!And ive just upgraded to there fibre package.Id recommend it in central glasgow....And remember people, every time you phone EE customer teams...you will get a different interpitation off things, from a different person!..Should all be simple...its not! but they are improving.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
glasgow EE  
I contacted customer services as the engineer had not turned up on the day he should have. I spoke to Laura, who was very understanding and professional. She sorted out a new appointment for me and even called that evening to check that the work was done and I was satisfied. Well done Laura, you turned the situation around and you are an asset to EE.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Orpington EE  
Used EE for phone installation and broadband in new build property due to outstanding value (unlimited broadband, free weekend calls, prepaid line rental discount, £100 Amazon voucher, half price line installation, free Norton anti-virus means I only pay £5.66 month). Slight issue with initial online order where only phone was setup, but customer support honest enough to admit their error and broadband followed initial phone line installation 7-days later. BrightBox router easy to setup. ADSL speeds OK for my distance from phone exchange; I only need eMail / web / software download / YouTube so ~6Mbps adequate. Cannot fault the value and so far service has been reliable
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Wootton Bassett EE  
I have been with EE now for nearly 5 years as they undercut the competition when I call to cancel. Just upgrading to Fibre now it is finally available. I read alot of comments on here saying they wish they hadnt switched from BT....EE is BT now guys. I wouldnt say it has all been smooth, I swicthed to the EE TV box at one point which was shocking but the internet although shockingly slow (my whole area is) I can not find any real fault
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Newton Le Willows EE  
I live in an area where high speed broadband is not available. I opted to use EE 4G broadband with an external antenna. Speed is good at around 20mbs (compared to 2mbs on landline. The biggest issue is that broadband is capped at between 50 and 200 gb depending on which package you purchase. I have 200gb which lasts 3 weeks leaving us without any internet for one week each month. we are not particularly heavy users although my three children do watch TV online. Customer service are great, they have on 2 occasions refreshed the broadband mid month but they cant keep doing that. I'm tied in to an 18 month contract which I regret taking out. The landline was slow but at least it was always available.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    1 star
South Wales EE  
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.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Bristol EE  
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...
  • Speed
    4 stars
  • Reliability
    3 stars
RG1 4 PS EE  
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.
  • Satisfaction
    5 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
United Kingdom EE  
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.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Wolverhampton EE  
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.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Ex20 3et EE  
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
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Nottingham EE  
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
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Chatter is, cambridgeshire EE  
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.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Nottingham EE  
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.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Fife EE  
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
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Lancashire EE  
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.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Darlington EE  
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.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Warrington EE  
Brilliant customer service - and on Christmas Day. Very helpful, problem solved. Thank you ;)
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    4 stars
Highlands EE  
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.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
London EE  
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.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    2 stars
NORTHUMBERLAND,SEGHILL EE  
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.
  • Speed
    3 stars
bristol EE  
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!
  • Speed
    3 stars
Helensburgh EE  
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.
  • Speed
    3 stars
  • Reliability
    3 stars
Devon EE  
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 :(.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Devon, Dartmouth EE  
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
  • Customer Service
    3 stars
Northampton EE  

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