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 2203 customer ratings since 2018-12-12 (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.

1436 Customer Reviews for EE

Reviewer Location Reviewing Date Ratings
Careful if placing an order online...
Previously on BT standard broadband - switched to EE fibre service. The website states 'no need to contact your existing supplier to cancel your existing service - we do this for you...'
When placing the order on their website, it was made clear that our existing BT line could not be maintained, and it wasn't possible to proceed with the order unless a new line was ordered - costing an extra £30 for installation. As the property is old (with old wiring) we took EE's instruction as genuine and didn't question the validity of this. The installation went smoothly, and the service seems up to scratch, however it soon became clear that the existing BT line had not been cancelled, and was still live. On contacting BT, they couldn't understand why the existing line had not simply been transferred to the new provider. It would seem that EE knowingly mis-sold a new landline to us unnecessarily, and their promise that they would take care of any switch-over from existing supplier was not truthful in this case. I don't know how such a high profile company can get away with this deliberate mis-selling.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London EE  
Really surprised by all the negative comments here. I changed from BT to EE Fibre 38mb 6 months ago. The change was smooth and every time I have run a speed test, it is between 37 & 39mb and has never dropped out! The free data boost to my mobile phone is brilliant, especially as I am on a cheap SIM only deal. Very impressed with EE and a considerable saving on what BT charged.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Fareham EE  
I joined EE broadband about 2 months ago and was promised my speeds would not go below 16,I was told if it did I wouldn't be charged, both these promises haven't been upheld. I'm barely making 9. I will soon be showing my contract to a legal advisor as nothing has been done even though I have been contacting EE regarding this. Very unhappy and will be cancelling my contract unless action is taken and bill for useless broadband is repaid back
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
lisburn 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  
After having seen the vast amounts of negative reviews against EE broadband, I thought I'd shed some light on their service and say that I have had a good and stable connection with them. We have the 76mbps package and receive around 70. It should be noted that I live in London where maybe there is better coverage and reliability due to living in a more densely populated area; it seems many negative reviews are from customers that aren't in major cities. My only complaint is that when asking for their new 'smart router' which apparently offers better wi-fi coverage, they declined, which I thought was mean as I have been with them for 3 years now and the original box supplied is showing it's age.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London EE  
Without doubt in my 57 years of age,the WORST Company I have EVER had to deal with.Was miss sold Broadband at our shop,we were told it was a 12 month contract,our fault we signed without reading small print,18 month contract,we were entering into a shop,said we might be there 3 or 6 months. EE said no problem,if you leave early we will only be able to charge the £1 a month for broadband,as you won't be using your landline.Reality we left after 2 months,landlady wanted shop back. EE have now charged us 18 months £360 when we only used broadband for 1 week.The other service at my home address is coming to an end,another £360,when giving notice to cancel as my payments will rise to £30 monthly,the women online has said we have slow service.Unlike their original promise of 3G and fast speed.Been into both southampton and isle of wight shops 3 times each during with ZERO help,all they say is oh,it's not our problem,disgusting company,after trying to cancel with 1 operator for 15 minutes,I then get passed to a snooty manager trying to sell sell sell. Avoid this company at all costs.
Southampton/isle of wight EE  
I moved from Vodafone with a good level of both broadband and customer service. Firstly the system with EE was late coming on line by 5 days and was without broadband for this time and had to use my phone as a hotspot though EE did offer a 5Gb phone upgrade as recompense. Yesterday my Broadband slowed to a point of non existence and when I called EE they said that the phone line had been reduced and was causing the slow rate. When I asked them what this meant and and why, they were unable to answer other than to say that they would reset the system which would then take a couple of days to come up to the contract speed. I've noticed that the connection has increasingly become erratic with far more dropouts and outages of late. I never experienced any of this with either BT or Vodafone who were able to offer a consistent level of service with knowledgeable customer and technical service staff. I will definitely be switching out to another supplier once the contract has expired.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plymouth EE  
Absolutely dreadful. A shameful excuse for a broadband provider. I have spent the last 30 minutes watching (correction, trying to watch) a 30 minute TV programme . Do you know how much of the programme I was able to watch in that ammount of time ? Just over 8 minutes! because of repeated buffering which eventually got stuck. Not impressed at all. Would not recommend. Please do yourselves a favour and avoid at all costs. This outfit doesn't even deserve to be in business as far as I am concerned. I had the same issue when it was Orange. Fell for the lies I was told at point of sale that I wouldn't experience the same problems. Should have known better! I have already phoned them up. Yes, they admitted there was an issue and fixed it. But the fix was short lived. A few months on and we're back to square one. Its not the area I'm in or my laptop as I experienced problem free broadband for several years with Talk Talk. I will be heading for the hills the moment my contracts up (or possibly sooner and with no intention whatsoever of paying any penalties for the crap service they provide). I will not be fooled into taking out any broadband with them ever again, no matter what they say to me!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
-Rotherham EE  
Dont buy it its slow asf Its not fibre optic its extortion to be paying this much for such bad wifi customer service sujjest you connect all your devices to ethernet cable. If your gaming and someone is browsing the internet it will lag you up this has happened to me many times. It should not cost anything to have internet like this. DONT BUY IT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london EE  
EE broadband - slow, unreliable, no value for money. It stops when my phone rings and even when the heating switches on. Absolute Rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Broadstairs EE  
This is the worse company I have ever delt with in my life. We lost broadband because other network took our line, but EE never told us or confirmed if we wanted to leave. They just took our broadband away and charged us over £380 for the rest of the contract. It took so long to work out what happened as the customer service was awful and they have no idea what one another are doing. They couldn't even put the correct address in. The guy dealing with it did it all wrong, left it then just went on holiday for a week. We probably spent about 6 hours on total trying to get them to essentially plug the Internet back in. But apparently its more complex than breaking the enigma code to them.

Not only this but they were charging us fibre speeds, when fibre wasn't available in our area. They said they would send a refund cheque, but never did.

We lost connection and a month later it was not sorted so we decided to leave and get a new provider. However they still carried on taking money so we blocked the direct debit. They sent us threatening letters even though we have no account with them anymore.

We couldn't even make a complain as they just, pretended the manager was in a meeting then hung up on us.


They have cost us mobile data, new set up fee for new company, overdraft fees and loss of business, plus we have been without Internet for so long, that Netflix and everything we are paying for has been wasted.

They need to stick with mobile phones and leave broadband well alone. They are criminals and con artists oh and absolutely stupid and incompetent at their jobs. Better off replacing their staff with monkeys on typewriters.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norwich EE  
They Don't Believe I am Me!!!

I have been an EE broadband customer for a long time. On the 26th February I upgraded to Fibre Broadband. I received my new router and have had an email confirming my order.

I called EE today, with a quick question, I spoke to their Plymouth call centre. They told me they would not speak to me as the account was not in my name? Even though:

- They sent me a router with my name and address on
- They emailed me several times, addressing me correctly
- They have been taking DD's from my bank for over 12 months
- I can access my account online and make changes

Now I need to drive down to my local EE store, pay parking and take in my Photo ID. Which will probably take me 2 hours, at best!

Why should I suffer for EE's mistakes?

I spoke to Victoria and Aaron Mingham in the Plymouth call centre, both of them told me they would not discuss the matter further and they could not open a complaint, until they could identify me!

I feel the 1.6 Star Rating the EE currently enjoys on Trustpiolet is rather generous. I am sure if people could award Zero Stars it would be a lot more representative of their appalling customer service.


UPDATE.


I was left with no choice, but to produce my ID at an EE Store! I visited my local store and the lovely sales girl, called EE customer services and experienced some of the service I had experienced. The first person she spoke to got disconnected after about 15 minutes. She then called again and spoke to Alan!

Alan, tried his best and was very apologetic, he could not figure out what EE has done and said he would need to get IT department to investigate further. He advised me to leave it in his hands and to head back home!

I left the EE store and returned home, in all I was gone over 2 hours!

I called EE to speak to Aaron and he had left for the day,I did speak to his colleague Helen who checked my Name, Phone Number, Postcode, Address and no all records of me have completely vanished off the system.

So earlier the account was in someone else name... Now I no longer have an account!

Think I will seek fibre broadband with a different supplier!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bolton EE  
DO NOT EVER MOVE TO EE BROADBAND. It is so unreliable, cuts off always, and is absolutely ***** for watching online movies with. And I'm meant to be getting the highest speed fibre. Even when I complain to the chief executive, nothing gets done. Don't waste your money with this company, the service is VERY POOR
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Manchester EE  
Changed to EE and then read comments on this review site and got extremely worried. Then when it was meant to go live.. It didn't... This we were told was due to BT not switching it on at their end. A bit archaic we thought as we were going to fibreoptic.. Anyway. Support staff in Portsmouth very helpful. Chased it up and we were given a another date for connection. It went live earlier than they said and we've gone from having 1gh and it cutting out with our old supplier to 22gh so absolutely brilliant. If this continues... Im Still uncertain of all the negative comments. Have been told it will update over the month ahead. But at the moment. All good.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
APPLEDORE KENT EE  
Very disappointed in EE. After increasing their broadband prices part way through the contract term they offer me an option of cancelling the contract free of charge. I take that option and now they are charging me £92 for leaving the contract early. Unfortunately for EE I have everything documented in an email from one of their representatives so I will be taking legal action to pursue costs. Not sure anyone should deal with a company which acts in this way. Just be warned get everything in writing.
ABERDEEN EE  
Our download speed is 3Mb/s and upload is just over 1Mb/s. We contacted Customer Service and they asked us to pay in order to increase our speed.
  • Satisfaction
    2 stars
  • Speed
    1 star
  • Reliability
    5 stars
London EE  
There has been ongoing issues with the broadband connection that have been unresolved after months of trying. Download speed is only 0.17mb. They can’t seem to resolve the issue. I could upgrade to fibre at extra cost. That maybe the only solution the way it’s going, but I wouldn’t go through EE for that as other providers are cheaper with anytime landline and mobile calls and 38mb broadband speeds
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Eastville, bristol EE  
I pay £25 per month for max 6 mps download and 0.2 mbp upload. I have had the email removed that was in the initial price. Will move as soon as possible, nothing can be as bad as this.I will not stay with EE at any price now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
REDRUTH 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  
I have fibre broadband. Speed slower than a snail. Can't wait for contract to end and go with someone else. Definitely will not recommend to anyone.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Buckley 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  
I don't doubt the difficulties other customers have with their provider. I have had poor service many times in the past. I design global computer systems that must run at the fastest possible speed no matter what the cost, but that doesn't help much when ordering broadband. I've been using "high" speed connections from my homes since the before internet was even "born". I recently had a new domestic fibre connection installed by EE, and I really must say that the installers did a fantastic job.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Westcliff-on-Sea 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  
Absolutely rubbish!!! Paying for a broadband that won’t stay on. Rang to inform them on my day off and they had me on the phone over an hour messing with everything on the box and downloading apps in my phone. I have to pay for this rubbish service and do all the messing about!!! Got 2 phones with these aswel and this is the loyalty! Send a email to complain and got no reply
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stoke on trent EE  
This is the worst broadband provider around, the download speeds are atrocious, the connection for gaming is the worst i’ve seen, baring in mind it is fibre. I do not recommend at all, if you are a gamer and looking for good connection go to virgin media, EE are the worst.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester, Ashton-Under-Lyne EE  
Absolutely shocking !!! Virtually impossible to watch/stream download/upload ANYTHING at any time of day. EG. It has just taken almost 4 hours to download a 3.5gb Xbox update. Trying to watch anything on ANY device connected via WiFi or Ethernet is diabolical. Can take Upto 3 hours to watch a 30 minute video because of constant buffering. Can't wait til my contract is up. NEVER EVER change to EE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Yorkshire 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  
Absolutely rubbish in all aspects, cant wait for contract to end as most of my family are with EE and they also will be leaving. Internet connection cant get any slower as dial up is quicker. Stay away from EE. They are con artists as so is there customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bournemouth 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  
Totally unreliable. Lose connectivity all the time. It was okay before I switched.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Herefordshire EE  
hopeless broadband, poor customer service, wish i'd never left BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
birmingham uk EE  
I've had 3 engineers over. 2 new routers. 1 booster. Numerous calls. Changes to all the connections etc. I must have been on the phone for a total of 48hrs to ee about their broadband. I live in a 2bed flat and you can only get Internet in the living room and partially in 1st bedroom. My average download is 7mbps and upload is 12mbps.
The contract is finally due to end in Feb.
I have signal from my neighbour's BT broadband in my home.
I would not recommend to anyone.
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
Somerset EE  
Be warned.
I had to break my contract after halfway of a 12 month term, as there was no way I could take it with me for a house move as was having 3months away. They quite happily charged me £200.00 and were really horrible when I tried to argue it. So if they want my future custom, I wouldn't touch them with a barge pole.
They could have offered to give me a 3 month postponement but No....they were adamant.
Do not expect good customer service as far as the contract for broadband and home phone is concerned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
North Notts EE  
DON'T WASTE YOUR MONEY. Everything is slow with EE broadband. We never have gotten a steady speed all year and rarely get past 1mb of upload speed. But aye didn't realise they used phone cable from BT Open Reach.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester EE  
absolutely shocking customer service skills lied to several times aswell as them being aggressive and arguing there point even though i was right was then told i was miss informed by the other agents ... sorry but thats LIES!!

AVOID AVOID AVOID!!!!!!!!!

i have tv broadband and mobile contracts all of which are now being canceled
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
kirkintilloch EE  
This is a joke of a company DO NOT USE THEM
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SOUTH OCKENDON EE  
Have a standard line and Speed varies between 0.1mb and 8mb. Very volatile. Can't watch HD streaming video, SD video constantly buffers, even vpns drop on it due to connectivity issues.
Without a good 4g mobile connection I can swap to it would be a nightmare. Now I see why that's part of the package.

Agent Promised me a £50 compensation for swapping from BT early. Despite having jumped through the numerous hoops to the quality, it took 5 calls to get money back over 5 months. Wanted to give me a credit even after initially stating it was a refund.
Very poor broadband & service overall.

Would not recommend.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
W6 EE  
Very slow speed 4.59mb
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
Brotton 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  
Absolute waste of time !!< STAY AWAY FROM EE BROADBAND, it is pathetic, constantly dropping off and takes up to 55 minutes to reconnect, COME ON EE, sort this out or you'll never have customers who will stay with you, pathetic and i've only been with them a month, should have stayed with Sky !!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bridgend 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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