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 2196 customer ratings since 2018-11-21 (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

Reviewer Location Reviewing Date Ratings
It took me a month of being on the phone for hours at a time being lied to by numerous customer service agents in a foreign call centre to get my broadband finally working after a fault on the original connection. And now it is up and running I'm getting speeds of 5mbps at peak times which means the internet is pretty much useless. I'm just waiting until I have a spare 2 hours and some saints patience before taking the plunge on another ordeal with customer service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
North devon EE  
Staff and general terms are full of punitive terms. They say you’ll be charged if you cancel early - then you wait weeks/months to cancel and then they take their sweet time to cancel the contract and bill YOU for this time at a higher rate and when they say you’ll get a cheque in 10 days, that’s 10 days from when they process the cheque which could be a week or more. I can only assume their system works on their own broadband - hence why it’s so damn slow. Will never go back
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London EE  
Retro style is fashionable in many areas, one can buy retro cars, clothes, furniture even wallpaper.
Lovers of nostalgic styles will be happy to note that EE have now launched their retro internet package. With EE "Broadband" you can now experience the internet as it was in the good old 1990's with abysmal download speeds and repeated dropped connection for seemingly no reason what so ever. hurrah I hear you say, for how long has the word buffering been missing from our lives. The excitement of waiting for a simple email to open, the near stalling of your connection when six o'clock approaches. Its all back with EE's internet package unfortunately they seem to have missed out the old 56k dialling tone which is a shame but otherwise its the complete experience of historical internet access.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Mossley EE  
The worst service by far I've ever seen! First when I subscribed they gave me a discount which I didn't receive at all. I had to chase them for the discount and after 2 visits in their office and 5 calls to their "Customer Service" I succeeded to get my discount. It was awful experience!

On top of that, they continued my account for one additional month and charged me about £20 for that!

So in general, don't believe EE, all their discount, prices and offers are just on paper in reality you will get broadband much more expensive than what you sign for!

If you liked to be lied, EE is perfect!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Sheffield EE  
Have tried getting a contract out of them for a fortnight now. Have no idea what I have got with them other than an idea from someone at the phone. Have spent an hour to the HelpLine(!!!) to be told then cannot help but that the local EE shop would be able to let me have a copy. They, of course, denied that and put me through to another help line who said they could give me the details over the phone! Still no contract. Came home and tried another number and was again told that a contract could not/would not be sent. Asked to cancel the contract and was told that a cancellation fee would be charged! Haw can they charge a contract cancellation fee when there is no contract? STAY AWAY FROM THEM, they are an internet/phone communication company that does not know how to communicate.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Cornwall EE  
Avoid EE if you have children!! My issue is less to do with the speed of the broadband (though that's not great) but with the absolute travesty that is safe browsing with Norton. To keep your children safe from adult content firstly you must register to buy the Norton Securities software (the first year is free but you have to give them payment details to get it). Then you must download a chunky bit of software or two apps on to every device you own (two apps??? With Sky, safe browsing was done by logging onto their website and switching it on! That was it!). Next the Norton Family app disables Safari, as it can only keep you safe if you you it's own browser!! What?? What about all my keychains and history and bookmarks?? And if you go through all that with every single device in the house (we have 9 devices between us, not including 2 raspberry pi) your children are still not safe if any of their friends come and visit, because their devices don't have the two apps installed! What an utter pile of *****. I want my IP address to block adult content, just like it always has, with every other internet provider we've had. Instead I've got a phone that still has Safari disabled (even though I have now deleted the Norton apps), and I'm shopping for a simpler solution, which I will have to pay for. I intend to charge it back to EE, with a bill for the hours I've wasted on their over-complicated Norton partnership. Rubbish.



onto each and every device your children might use (I started with mine because they jump on my phone pretty often to google something). Then in order to activate the safe browsing features the app disables Safari (or other browsers)!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London EE  
Why do they charge 14 days broadband after I've gone live with the new supplier? This should not be allowed - they knew about the switch over date months in advance. How can companies introduce T&C's like this without being stopped by legislation? I tried to time my exit after a 12 months deal and stayed exactly till the end of the term as I was aware of the early cancellation fee. They still managed to get money out of me by charging me for a service I didn't receive. I'll investigate further, there must be other consumers who aren't happy with EE's T&C's.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Durham EE  
Hopeless customer support. On hold to them for 26 minutes and gave up. Broadband speed is poor but not their fault.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Leeds EE  
Increasingly poor quality signal and slower speeds. It has got to the point it is unusable for gaming. Made worse by slow response from customer case at EE. Off to look for a better provider.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Wirral EE  
Very unreliable
Very poor customer service
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
North London EE  
Constant issues with speed and quality through contract. Trying to get through to customer service is like pulling teeth. The speed never came near what was advertised and we had very few weekends where we weren't throttled, again - not what was advertised. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    2 stars
Kirkintilloch 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  
The speed has dropped by more than half since we joined Orange. It was around the 3.0 Mb/sec mark now it's 1.4Mb/sec. I think they may be limiting the speed to tempt you to take the fibre package!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
ne13 7hj EE  
I have an ongoing speed problem for a few months now, after spending endless hours doing what EE customer service asked me to do, the problem is still remained, and despit this my bill goes up every three month. this is not acceptable. Avoid using EE and their unreliable service. I have to mention that the customer sercive number for the landline is not as easy to find as their mobile customer service which makes getting help harder for ealderlies.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
London EE  
I could live with broadband speed although it was slowing down to a halt very often. The problem I have with EE( as well as with many other providers) is that after the end of my contract they started charging me about 70% more. That's not the way to treat loyal customers.I perceive this as highly unethical on their part. They know very well many people have no time to track every payment. I they finally notice something is wrong they will instantly sweet talk you into another contract with them cutting the price by half. They can afford this scam only because there are still lots customers who go for that. I am saying NO!!!. I AM LEAVING YOU EE FOR GOOD. YOU FOOL ME ONCE...
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Surbiton EE  
slow and promised call back to see if speed had improved but nothing,, Fibre and averaging 7.5 mbps wireless
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Aylesbury EE  
Horrible. Absolutely horrible. I did a big mistake stake to change from the previous provider to ee. The speed is a stupid joke especially after 7pm. I absolutely do not recommend ee as a internet provider
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
North East EE  
The wifi is absolutely awful. We were told we would have a download speed of 14 Mbps and we are lucky if we get 3. It has even been known to go as low as 0.6 - which is absolutely ridiculous. The customer service staff are pleasant to speak to however this doesn't take away from the fact that this is the worst wifi speed I have ever used. We've been told multiple times that the problem would be fixed, and they have once sent an engineer out to fix the problem however it seems to be worse than ever. Extremely unsatisfied.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Kings Cross, London EE  
Awful don't get broadband through ee

Hours spent on the phone trying to have broadband over a month of messing about. In the end they cancelled the service could they couldn't provide a service

Don't believe the hype of ee advertising. Can't say enough how bad they are.

Mobile phone side is good though
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Preston EE  
It is rubbish doesn’t even connect to my sons Xbox and always disconnects DO NOT GET IT !!!!
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Scotland EE  
I have had no broadband since about 5 th Feb!! Have had three BT engineers at my home , but the problem is with them!! The junction box needs sorting out!! I have been told I will be up and running today, broadband is on/off so did a speed check, 9.41 mbs!! 1.65 upload!! Will give it time, then will call EE again !! As I'm paying for faster broad band !!
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Canvey Island essex EE  
Well how do I start? I have been with EE for 12 years and had always received 2.4Mb down broadband with a sync speed of between 3 and 3.4mb for all this time until 8th august 2016 when my internet folded. I contacted them and they said they would check the line from there end after about 15 minutes they stated the line is fine, I then told them 0.47mb is not the correct speed for my line and there is a fault it took me 8 more weeks for the customer service reps to believe me that something was wrong and an engineer was sent out the engineer stated nothing was wrong and that 1.9mb sync was fine for my line even though I have screen shots showing having previously been receiving a 3.4mb sync speed. The engineer went and I had constant disconnections for about two weeks. Another engineer was called and this time he changed my drop wire from the pole to house and still it keeps disconnecting. and to this date has not been fixed and the excuse from EE is its within the allowed range. So you can have 2.4mb broadband for 10 years but when it drops to 1.4mb this is fine when clearly there is still a fault but openreach will not fix it. So my only alternative is to explore mobile broadband as my cable is to long to even get fibre.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Cambridgeshire EE  
Waiting 7 weeks for them to fix problem, they send 1 SMS every 2 weeks "We sorry for taking to long...We know what is the problem and look into it...We are working to gain access to the side". I know problems can happen, but taking so long to fix it, I don't think it's normal. Aside from that the max speed drop sometime to 4Mbps according to multiple side speed test. Need to restart router in order to get back up to 8Mbps. Avoid waste of time and money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
SlowInternet EE  
ee standard broadband is very slow most of the time. also internet drop out connections too not so reliable. phoneline is good never had any issues its just their rubbish broadband that is the problem. not recommended if your looking for a good reliable broadband ee is not for you.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
london EE  
Wow!! I'm bowled over by the consist bad service I'm receiving, apart from the awful customer service (I am constantly promised agents will ring me back and they never do) I have had 4 engineers out to fix my Internet the 5th is on Tuesday. I am hoping that the supposed "customer care team" will finally resolve the issue,I've had money knocked off my Internet, phone and tablet and I'm still annoyed lol. What is the point in selling a service that clearly doesn't work?
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Redcar EE  
I have broadband and home 'phone from EE - When they first connected the phone line, I thought all was well, I was happily making calls and the BB although slower than anticipated was OK, after a week or so I did wonder why I wasn't receiving any calls and then a friend called my mobile to say that she couldn't get through on my landline.I contacted a barely comprehensible man on their technical service desk and eventually after a number of calls (don't believe them if they say they'll call you back) the problem was fixed.

3 months later the problem has returned but it is worse this time, if you call my telephone number the call is answered by a stranger, someone I don't know, they are presumably getting my voicemails as well. The ever unhelpful technical support agents have told me (again after a number of phone calls with uninformed time wasters - "Computer says NO") that to get it fixed I need to take a day off work for an engineer to visit my home.

I can make outgoing calls OK and the caller ID shows it is my number but having called my number I got to speak to a man who confirms that his number is not the number I dialled. This is so obviously a problem in the exchange or conceivably in the street cabinet, I don't know why I need to lose a days earnings for a 'phone repair that shouldn't require access to my home.

I am told that if I cancel my contract they will charge me £72, which for a service they can't provide seems ridiculous, actually it feels like theft.

Unless you are confidant that everything will be perfect with your EE products you be mad to have anything to do with this bunch of incompetents.

Absolutely the worst customer service experience I have ever had or could ever imagine.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Cheshire EE  
Recently moved house no broadband after 6 weeks just empty promises and lgnorant staff bunch of useless cowboys
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
shropshire EE  
I used to work for Orange, before they got taken taken over by France Telecom and then had to be bailed-out by the French government. Even while I was working with them I saw investment in network hardware drop-off and a sales-focused service under France Telecom replace what used to be a customer-service focus under Hutchinson Telecom (who started Orange). Since they've merged to become EE I can imagine what's happened. I still have my Blackberry with EE because the service on that is very good - I'm on contract so I'm paying for it to be very good! The issue is with my broadband, which has become near to useless since Orange became EE. As an ex-employee I know the sort of things they're likely to get up to. I got a message last night that I couldn't use iPlayer because I had 'insufficient bandwidth'- that's an ISP server-issue. I would imagine that since the merger, they've been 'rationalising' use of the servers to squeeze maximum profit out of them by giving preference to TV-package customers and throttling everyone else's service out of existence. They probably won't invest in better servers, and even if they do, with the BBC under threat and people like Sky to compete with for TV services, they'll probably still pass the advantages on to TV customers. I'll keep my mobile with EE but I'm moving my broadband, probably to BT so that I can get a combined phone/broadband deal and stand a chance of getting improvements on the access line at the same time.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Cornwall EE  
cannot stream anything
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
bolton 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  
Abysmal from day 1. Just been rung back by a guy in customer services after I said I didn't want to continue the call because I found him rude and aggressive. He only phoned back to continue the slanging match! It's not what I thought I was signing up for and whenever I've tried it call, there's either no answer or I get disconnected. I never experienced anything like this with orange. We will end our mobile contracts as soon as we can too
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Heanor EE  
After many line drops and speeds of only 1.9 I decided to upgrade to fibre. EE twice input the order incorrectly, then after several long calls to them, and 51 days after placing the order they said there were now insufficient lines in my distribution box so they couldn't complete the order, and offered a derisory £10 compensation. Promises that my speed had been increased, it is now down to 1.7 Mbps. Been with them since the days of Wanadoo, but it's bye bye. Oh, and don't bother complaining to their retail director (Dierdre Burns), because she doesn't have the decency to reply.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Thirsk, Nth Yorks EE  
everyday there is a couple hours the broadband speed is slower than 3G. Open a website page takes 2 mins or every longer.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Cambridge EE  
Absolutely poor service, after one week have now cancelled. Dont understand a word the customer service team are going on about, when challenged they cut you off!! STAY CLEAR!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Scotland EE  
Really, don't touch them with a barge-pole. My fibre broadband has now been off for a week. When you call their support line you get a 'unusually busy' message every time and wait 20-30 minutes to get through. I've been told a BT engineer has been organised only to phone up three days later and be told they are just organising it. If one does come this time and fix it straight away it will have been down for 10 days.

Go elsewhere, really..they are awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bradford EE  
We had issue with the TV box it overheats and crashes once a week.We then have to reset it which takes 5 minutes . The record does not work as it stops recording after 10 minutes or after the adverts. so the last 5 films we wanted to watch just finished after the first advert.
The internet is rubbish , slow , drops out and inconsistent. I signed up for cheaper Sky sports , they cancelled the deal the same day, all I want is the golf which Now TV don't do.

I thought TalkTalk was bad but I am going to move back and suffer their complete lack of security etc. Do not get EE Broadband or TV box, however my friends tell me EE mobile is good???
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Leeds EE  
Apparently, if there's a fault with your broadband you need to call them every day (and be on the phone with their Tech support over 1 hour) to claim that the service is not satisfactory.
Ass many ISPs, all good when there are no problems, just HELL when anything goes wrong. AVOID THEM.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
United Kingdom EE  
Worst experience ever. I was told the switch from Sky to EE will be seamless. Now I don't even have broadband for a month and half. The sky discontinued the broadband and then EE gave a new date which is after 10 days after Sky discounted my connection. Nothing worked on the day of activation and I spent nearly 2 hrs with customer services team and I was told that the order was failed as they couldn't transfer my number. After serious debates they started a new order which was supposed to golive today. I came to know today that the order was again failed and the new activation date is next Friday. The service is pathetic and I wonder how they are surviving in the business. I will never ever recommend anyone to move to EE for Home Broadband. This was putting me and my family under lot of stress as kids are struggling with their studies due to lack of internet.

I have officially lodged a complaint with EE and got a call to apologise. I was told that they will give me a follow-up call today which did not happen. I can't believe the service EE providing to their customers. I think the EE team is not capable of running broadband business.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Hayes EE  
I was convinced in an EE store to change my home broadband, TV and phone line to EE, it will be cheaper and seamless, I was told.
All the equipment was delivered and I had it all connected, it was a case of unplugging my old equipment and plugging the EE equipment in.
IT HAS NEVER WORKED
I have spent countless hours on the phone to EE trying to resolve the problem, being told one thing then another, first there was a condition on the line, then they had told me the go live date was wrong – a month later I still have no TV and no broadband.
I tried on a number of occasions to cancel the service but end up having to argue my case with someone who “wants to resolve the issue”.
I have now gone back to BT but have to wait another week to be switched on. I have no idea what will happen then as I’m sure that EE have somehow messed up the line in the switch over.
To add insult to injury EE took £80 out of my bank account today, after another hour long phone call I’m told that these charges are for the broadband and setup fees for a service THAT HAS NEVER WORKED!!
These charges were taken even though there was an £80.45 credit on my account, I’m told that I will have to phone up again when my BT goes live to request a refund.
I can quite honestly say this is the worst experience I have ever had with any company – The people you talk to in the call centres are as helpful as they can be but that is no compensation for the awful, awful service that this company provides.
I have been with EE for many years and we currently have 3 phone contracts with them, I was expecting a good service from them what I got however I got the worst service in history. I have been without broadband or TV for a month now. Everything about this has been a world of pain, inconvenience and cost – I’ve yet to find out how much all these many, many phone call will cost!
DO NOT GO WITH EE!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Bristol EE  
I have not even received one hour of my expected speeds since moving house. I was shown on the EE website my line could reach expected speeds* of 67.0mb/s with a line that can support between 54.0mb/s AND 80.0mb/s. In actual fact I am only receiving speeds of between 4.76mb/s to 22.0mb/s!! And I'm paying £34.99 for the privilege. Needless to say I am leaving.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Scottish Borders 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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