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 stars

Based on 1857 customer ratings since 2019-05-29 (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.

1469 Customer Reviews for EE

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Reviewer Location Reviewing Date Ratings
Good as long as their is only one user, any more and it completely flops and is very frustrating. They also block P2P connections most of the time.

My friend has virign and it seems flawless where as EE seems more like minor broadband upgrade.

Would strongly recommend against getting EE even if it is a little cheaper, not worth any savings.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
South Yorkshire EE  
Rubbish with choking at peak times..cant even listen/watch youtube without constant buzzing due to streaming restrictions,ie slowing speeds due to 'traffic management'at peak times !
Sorry,but avoid if you use torrent/streaming sites !
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Sheffield EE  
Where do i start?
Service activated but no TV box.
Rubbish website, always confusing the mobile with the BB account.
101 different login id's, none of which seem to work properly.
No customer service to speak of at 23:00 not even, a chat line.
Child protection settings - rubbish.
Switched from TalkTalk for better priced deal. Regrets!!!
  • Speed
    3 stars
  • Reliability
    2 stars
United Kingdom EE  
Connection dropping. They could not solve since last week. I have not internet connection. I am thinking to move another supplier.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
Thetfod EE  
This is the worst broadband I have used or in the UK. The speed is so slow and most times no connection. Customer service cannot do anything to help all they do is to keep on the phone for very long time and be transferring you from one department to another. I have used sky in the past before switching to ee. It was a mistake I've been regretting since I joined ee. I can't wait to finish this rubbish contract and run back to sky.
However, I have written a formal letter to ee that I will stop paying the bills if I don't get the value of what am paying for.... May we end up in the court.
EE broadband the worst you will ever ask for.
  • Customer Service
    3 stars
  • Speed
    2 stars
Kettering EE  
Avoid! Appalling costumer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London EE  
EE customer service is just awful. In 2014, without notice, they shut down my broadband and phone account. It was Christmas Eve, which was nice of them! They claimed I had submitted documentation for a move to another ISP - documentation which they could never produce. It took six weeks and goodness knows how many mobile phone calls to get reconnected and, this also initiated a new contract so stuck with them for a while longer. In 2017 they shut down my Freeserve email account of over 20 years. Still feeling the effects of that seven months later: it's like moving house and you need to notify everyone who has ever written to you of your new address!! Anyway, the contract is up and I'm changing to a new ISP. Farewell EE and good riddance!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Bedfordshire EE  
Left sky broadband and thought would be great to have ee home broadband for a saving of about £7 a month and the thing that really was amazing is the 10gb mobile data added for free to my mobile phone account every month. I went for it this is what happened
1- ee didn't put a request to keep my landline number which I lost I HAD THAT LANDLINE NUMBER FOR 20 YEARS
2-broadband connects great up and running in no time.
3-wife and the family start to complain to me that the new broadband is showing full signal and not getting the Internet.
4-I tell them it can't be, it's there phones.
5-I phone ee and they are very helpfull changing the settings ect but nothing changes.
6-The internet is now rubbish on everything that connects to it i can't watch Netflix without it stopping every 2 seconds.
7-I am using my mobile as a hotspot for everyone to connect to in the house
8-I am so unhappy with the ee homebroadband i only hope that they are listening to the public and sort it out.
EE SORTOUT THE HOMEBROADBAND AND GIVE YOUR CUSTOMERS WHAT THEY ORDERED
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    1 star
Swansea EE  
have home broadband and phone package. Reliable though watching BBC Iplay can sometimes stall. Downside is its very expensive compared to other providers.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Great Bardfield EE  
Broadband wasnt connected 3 weeks after contract started. Phone and broadband didnt work at the same time. Overall bad service :(
  • Satisfaction
    2 stars
  • Reliability
    3 stars
Northwich EE  
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.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Peterborough EE  
Difficult to get clear information about packages from the website. bad customer service experience
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
Moray EE  
Orange webmail down again, considering EE supposed to be biggest & best there must be a good few people getting paid for nothing, joke reliability
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
UK EE  
Nice connection when it works, customer service was nice, but I am getting a bubbling feeling of hate in my chest because of the sheer choppiness and unreliability of the connection. I'm trying to play online competitive games, and my ping goes from a decent 30-50ms to 3000ms at the drop of a hat. I can have a 3mb download speed the one second (rare, though - averages at around 1mb), and 50kb the next. Customer service did the best they could, but said that they can't help with ping because they don't look at or care about that.

So frustrated. As soon as my contract expires I'm choosing a new ISP. The annoyance of playing a close game and then being booted out because of your service provider is driving me through the roof.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    1 star
Southampton EE  
I've been trying to transfer the ownership of my broadband contract for over 14 days, which seems to be an easy task for the customer service. Yet they are giving me each time an excuse not to do so. Additionally whenever I call them each employee gives me a complete different story why the ownership is not changed yet. Each time I call I have to give them the details of the new contract' owner (Name, Address and DOB) which seems they don't even put in the system. It's is for sure the worst experience I had with a customer service is the EE service. I wouldn't recommend EE to anyone.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London EE  
Can't actually speak for the broadband reliability and speed as we never got that far. After it was suggested that by joining EE we would benefit from easier broadband installation with less hassle I signed up,and was told my installation date would take 'around 10 working days'. I was not informed that the fibre broadband would take 17 instead, although I'm sure this is in the paperwork somewhere and it is probably my fault for not reading the small print, though it certainly indicated a lack of transparency from the salesperson (what should I expect?). As we received the router after only a week I rang up to enquire about whether our activation date could be pushed forward and I was told not, which was absolutely fine. HOWEVER I found out later that day that the person on the end of the line had actually deactivated and reactivated my order, meaning our activation date was pushed back by yet another week. As we have already had numerous problems getting internet for our new flat I cancelled the contract and signed up with a new provider.

I appreciate that our experience may have been a one off. However there is zero advantage to signing up with EE in terms of the installation process, as you are liable to have to wait just as long or even longer for your activation date as you would if you were getting an engineer installation with any other company (and you are in the position of not having a person there to help if you run into problems with it). 2 stars rather than 1 to customer service as at the very least they didn't try too hard to talk me out of the cancellation.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Haringey EE  
Watch when signing up for 18 mnths at £21. Twice i have had to phone them for overcharging and not willing to give overcharge back. Trying to tell me i signed up for 6 months so check your bills carefully.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Livingston EE  
the broadband itself is good - but customer services are rubbish!!!i am waiting for a new router almost a YEAR called them 2 times to have a free one - and no result. thinking of leaving it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Newhaven EE  
Very slow speed 4.59mb
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Brotton EE  
The internet speed is ok in my area , but the it is the customer service that they have got to improve. Service is bad . The operator will often transfer your call & make u wait for a very long time ( more than 10 minutes ).
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Birmingham EE  
I've been with EE for nearly 2-3 years. The broadband itself has always been fast even when many people were in the house.There were many times, however, that the connection would cause so much disruption with high ping during gaming. It wasn't consistent. Until finally the router or cabling itself is faulty. We tried contacting customer service for a week, never had an answer. For a week me and my family suffered ping from 100-5000ms. Download speed was average 4-8mbps. We couldn't be bothered to spend $40 over monthly for such poor customer service and internet. Glad we changed from EE.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Morriston EE  
BEWARE BEWARE BEWARE! Do not join EE home broadband the customer service is shocking, I changed from TalkTalk and wish I hadn't now. I was without broadband for 3 weeks because of EE then they kept giving me different dates that it would be installed on that date I would then be given another date. Customer service are so rude and unhelpful they also lie and just are not interested in helping. I was promised credit on my account for compensation for being left without broadband then they said that I was lying about it because the rep I spoke to didn't take any notes. I will be leaving EE as soon as I can. Please any one thinking of joining avoid at all costs!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Cheshire EE  
WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!!!
I have been an EE customer for a year. Broadband speed and reliability for me were mostly ok, but then I moved house (still within London)....3 weeks later I still have no landline phone and no broadband. I have spent over 2 hours on the phone (at my cost) trying to find out what is going on - most of this is spent on hold, or being asked the same questions over and over by call centre staff who clearly couldn't care less. On one occasion when I spoke to the call centre late one evening, the man asked me to hang on after answering, then cut me off when it reached 11pm without saying a thing! I have spoken to more than 10 different people and received 10 different answers. On two occasions I was told they would look into the problem and call back - they never did. On one occasion when I did get a call-back it came from a BT helpline number! All in all I would AVOID EE - the customer service is SO useless and rude that if anything goes wrong you'll end up paying as much to solve it as you would by taking a slightly more expensive package with another provider.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London EE  
EE customer service is abismal! Had to wait nearly 2 months for broadband to be installed. The first problem was due to EE not being able to transfer the number however I was not contacted to tell me this! The 10 working day connection period then had to be reset for installation as it was a new order. This happened again and I was the one who had to call. The staff had no power to do anything and put the phone down on me! I wanted to cancel but by now didn't want to waste time with waiting for further connection times The final issue was they inputted my name wrong which stills shows wrongly on my statement. Broadband is adequate if not a bit slow. Overall you get what you pay for.. its cheap for a reason.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Islington, London EE  
When it works it's fine it a little slow but when it goes wrong you are in deep trouble. The worst customer service ever.
People hanging up on you, consistent lies, poor compensation for loss of service.
You get a different story every time you call - it will be up again tomorrow, it's being fixed now, they've only just looked at..

When it's works it's good but when it goes wrong exist stress, being left on hold, people hanging up on you and lots of lies. Both times it's gone down its been for a fortnight.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Slough EE  
NOT FOR DOMESTIC USE. The broadband speed gets choked on evenings and weekends (any time im not at work basically) and the service organization is terribly unreliable, i attempted to change address with EE, to be told i couldnt be set up till 4 weeks later when an engineer is available. Didnt turn up (i was told the appointment had been cancelled 3 days before, no one even pretended to have tried telling me) and i had to wait another 3 weeks. this is among several other occasions of disappointment, therefore i would not recommend EE, as you will find yourself with a leaving fee of £29.96 WHETHER YOUR OUT OF CONTRACT OR NOT.
The only good thing was the customer service staff who seemed to be doing their best, always polite but it gives me the feeling they are only there to take the heat for the higher disregard of customer satisfaction.
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    2 stars
  • Reliability
    1 star
London EE  
The actual broadband speed and reliability has not been too bad - most probably comparable with many of their competitors.
The customer service however is dreadful at best. Without a shadow of doubt THE WORST company you could ever have to deal with.
You could not pay me to ever deal with this company again, let alone pay for the pleasure!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Rochdale EE  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Colchester EE  
Constant problems with speed , really slow. Sometimes the WiFi doesn’t work for a full day which is really annoying & it came to a point where everybody in the house was just using their mobile data.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Manchester EE  
EE 4g is fine when it is working, however if you have a problem because your internet fails as mine did during an upgrade, you then cannot get through to the right people as they are an internet service and if you call you need details that you cannot find as they are stored on the internet that you cannot access. Eventually you discover that you have to send away your box and await a repair, which means over 2 weeks without internet!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Lincoln EE  
The worst Customer Service I have experienced in my whole life. To get my phone unblocked I had to try to call them 6 times. After making me wait 1 hour for my call to be taken by an operator, the line fell so I had to call again. Not to mention that I could not use my phone for over 2 weeks now.
For a £40 monthly fee, I was not even able to use my phone after a reasonable time. Not to mention that in the EE store (I tried the one on Strand), you must be lucky to find an operator willing to help at all. I had to go back during another shift to find one who called once again for me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
London EE  
When it connects the speed is ok but it constantly drops out, I was with EE a couple of years ago without any problems then I moved to Sky, again without any problems but since I've moved back to EE its been terrible, every 5 to 10 minutes I have to reconnect. Reconnecting itself can take a few minutes before it allows you to, the end of my contract cant come quick enough.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    1 star
Halesowen EE  
Customer service from EE is without a shadow of a doubt the worst I have ever experienced. Switched my old Orange Livebox over to EE (because they told me I had to) so I was an existing customer, had an account already for years, same address, same billing details, etc. They completely cocked up the setting up of the direct debit (apparently had to be re-setup) TWICE. The first time they cut off my service without any notice. Both times they sent me letters about my missed payments, both times they admitted fault but sent me round the houses trying to get the late payment fees refunded and the big red mark against my credit rating expunged. It's taken months. Utter nightmare outfit. Had EXACTLY the same direct debit problems switching Orange mobile to EE. As soon as these contracts end I am off. Been a loyal Orange customer for nine years but EE can get stuffed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
South England EE  
EE!! Absolute rubbish. The broadband was very slow. Kept on sending a new router when i complained to them about the speed. If you think of getting think back because it is absolute rubbish!!
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
WEMBLEY EE  
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.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Kent EE  
Always when I try to call customer service I wait for 20-30 minutes on the line until I get through. The representative promised to call me back 2 hours later but he didn't so I had to call them again and wait on the line for another 30 minutes. This looks like a standard way of trying to get through. Frustrating.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Aberdeen EE  
cant get a decent broadband speed even after them telling me the router was faulty now replaced thinks its even worse than before
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
greenock EE  
I started a new sim only contract around XMAS and took advantage of a special offer at a local EE Store in Nottingham. i took advantage of unlimited mins/Texts & 2GB Data for £12.99 PM which was reduced from £14.99. At this stage the advisor in the Shop was most helpful... However having been overcharged and incorrectly billed i rang EE Customer service to sort the problem however they cannot help and i was told to contact the shop. I then called the Shop to be told they cant sort this over the phone either! what a joke. I now have to find my original contract details and have to visit the store in person so they can investigate further. I just want to say this is a joke and a huge inconvenience.

Regards
James
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Nottingham EE  
Had problem with landline & rang EE who said if it was my equipment I would have to pay £60 but if fault was outside I would not have to pay. BT Engineer found fault in external wiring and said there would be nothing for me to pay. This was in June so imagine my horror when I opened my E Bill on Saturday only to find I had been charged for the repair. Rang EE immediately and eventually they said it was an error. This was having tried to get me to say it was an internal fault, They did not want to know the meaning of OUTSIDE !! I then asked for this amount to be credited before collection of the bill but was told that was not possible!!. In other words you have no way of seeing your bill before it is collected. When I said I was a pensioner and could not afford to pay this, I was told to ring my Bank and tell them there had been an error. So I am left with a bill that I owe a little of but have to pay it all and will get monies back next month (I hope). They made the mistake and I have to pay.
Ok I should get it back next month but I dont have that amount to 'lend' to EE for their inefficiences.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
STOURPORT EE  
Our EE broadband package started of great. We paid an upfront charge of £187 between 2, and our monthly bill was £1.85 a month for the next 12 months. Internet speed was good and there was generally no problems with our service.

When our cotract was 1 month from expiring, I got a call from a women from EE asking what our next step was, since our contract was due to end. I asked to keep the bills the same price if I agreed to continue using their service. All was fine.

The next year contract ended and I got no phone call, and my bills soared to £21.85 a month, then up to £28.45 a month. I called up to ask what was going on and the man on the phone said my contract had ended so they started charging me normal rate, which is of course a very uncompetitive monthly price.

Now ,the manb said EE do not call customers when contract ended, which of course was not true. This is EE's was of justifying charging customers very high monthly rates without notifying them.

I asked what deal I can get and they said the terms and conditions had changed and they only do 18 month contracts, to which I wasn't notified. They asked for a £300 up front cost so that my bills would go back to £2.85 a month.

I terminated my contract. And got charged another month for my troubles.

I can imagine there is many other providers that offer better services and better prices.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Stirling 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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