EE Home Broadband Reviews

EE customer service is terrible, once i have paid my bill and my internet should be up and running it never is. So I call up and the phone number keeps on cutting me off. It's very frustrating and I would defiantly not go with EE!! I am also paying for the EE TV and that doesn't work either !! It's terrible as the TV channels don't work and the wifi never comes back on !!! Do not rate EE at all.

I agree. Avoid at all costs. I had no broadband for 3 weeks and went completely round the bend trying to deal with them. They promise the earth and provide nothing. You never speak to the same person twice and they do not have a clue what they are talking about. They do anything to get you off the phone. They sent me a dongle and the so called expert - in this country! - told me it would take 24 hours to warm up and would then work. It never worked as we only have 2G here, but they did not even know that. The Vodaphone dongle I had to buy worked perfectly. It turned out someone at the exchange had upgraded my phone line but had forgotten to plug in the broadband. It took 3 weeks to find this out and EE kept sending out a phone line engineer as they kept telling me I had no dialing tone, 2 weeks after the fault with the phone was put right. EE blamed BT and vice versa. I am now changing to BT on the basis they cannot be worse than EE as it would be impossible. At least I will only have one company to complain to, and not two.Do not be persuaded by cheaper prices or good deals as your mental health is more important.

EE HOME BROADBAND UKS SUPER SLOWEST AND SUPER UNRELIABLE NETWORK AVOID EE AT ALL COST.!!

I felt I had to leave a review, as my own experience with EE Broadband has been very positive. I think it helps that my house is fairly close to the local exchange, and my phone line was installed only a few years ago (the previous occupanats had Virgin and the BT line had been cut out). Do not underestimate how much difference good quality cabling and filters make to your broadband experience. The speed estimate for my property is 14.0Mb, but I generally get a real life speed of 16-18Mb, which I'm very happy with. Before EE I was with Sky, and before that 02. Neither of those services were as quick or as reliable as EE has been.
As an extra little known benefit, they do a 12 month line rental saver, like BT do (or at least did). If you pay 12 months in advance you save at least 10%, and they also give EE mobile customers £5pm off, and will do good deals if your contract is running out.
In my case it was £132 line rental per year (equivalent of £11 per month), and then I pay only £5 per month for unlimited broadband, unlimited landline calls and 1000 minutes to any UK mobiles.

And no, I don't work for EE!!

Absolutely useless broadband slow like dial up service. I wish I hadn't joined this company

Very satisfied now after upgrading to ee fibre broadband from ordinary broadband connection they provide.
Fibre is brilliant giving 38 mbs as promised.
Ordinary broadband was just 4 mbs although it said it will be around 7 mb.
But all sorted now and getting a good deal.
My contract was just 6 months old and they still allowed me to upgrade to fibre without any extra charges.

Must be lucky I guess. We moved over to EE Fibre about 3 months ago and it has been faultless....download is regularly in excess of 35mb and (so far) has been fully reliable....must be us I assume

We decided to get both mobile phone contracts and home broadband with EE. This was a bad mistake in so many ways I can't fit them in this post.

First, the EE sales team in our local shop was slow and incompetent. They lied to us twice saying that that they could cancel our contract with our current broadband provider and start the new one with no overlap (similarly to what you do with energy providers, as you don't pay your electricity bill twice). They also told us that, in case of an overlap, they would have reimbursed us of any money we would have paid the other provider. Guess what? After two months of trying to get two months of overlap back, we have got nothing. Zero.

On top of this, we've had delays in the set up of the broadband, mistakes in billing, and no access to our online accounts for days (they had misspelt both our names and our Gmail account - they had written GMIAL...). And the accounts of our broadband and mobile phones are all separate, which is inconvenient and makes no sense.

Don't make our same mistake!

ee broadband is very slow its not good internet often lets u down. speed droping etc....

I don't usually leave reviews, however... having left Virgin Media due to an on going over-utilisation problem (On-going for 12months+) I decided to give EE a go, despite reading all of the negative reviews. Their customer service to far has been spot on and the Broadband connection hasn't dropped below 65mbps (even at peak times), very stable connection - much better than VM, I was paying for 100mbps with VM and was actually downloading at aroun 1mpbs. I am more than happy with EE and intend to stay as long as the service continues. (EE Fibre up to 78mbps)

Thank you EE

We moved in August into new property in devon. We previously lived in north London and had super fast fibre optic broadband.

While moving I contacted EE to explain that our address is changed, at this point we would still like to remain with EE and just simply move our internet provider with us to the new address.

It all seemed fine, although they say it could take up to six weeks for it be installed, I wasn’t sure why it was quite so long. We had lots going on in the move so we didn’t bother pushing it.

While we waited for it to be installed I got a phone call while I was out shopping with my wife. They asked if I was happy with my broadband and if I would like to continue with them. At this point we had just moved and we had a lot on our plate so there was no reason why I wouldn’t say that I was happy.

After two months I got a phone call from EE, this wasn’t to say that our fibre optic broadband was installed but to say that they have just discovered that fibre is not available in our area! I then asked to leave EE as we hadn’t been given what we were sold. That’s not possible because the conversation I had in a busy supermarket now meant I was in another two year contract.

I tried to say that I had been mis-sold the package as I didn’t get told that I wouldn’t have fibre. They escalated this to their mis-sold department that would look into it (you have to worry that a company would have so many of these problems of being mis-sold that they have a department dedicated to it). Apparently I didn’t have a case and we were stuck with EE.

By this time we were desperate to have internet in our house. My wife and I both reply on it for work and we had been using our neighbours broadband while we waited for ours to be installed. I eventually said fine, just get it working.

Their phone technicians weren’t doing very well until I talked to this one guy in India who changed the settings on my router so that it accepted regular broadband, not just fibre. A light was on and we were finally getting broadband.

However as we used our broadband we discovered that the feed we were getting was really slow or nothing at all. Most of the time our electrical devices thought we weren’t connected to the internet and when we were it was slower than dial-up internet.

After lots more conversations with EE they sent me from person to person and decided to send out an engineer. The engineer arrived and put a booster on the system. While chatting with the engineer he wondered why we weren’t on fibre. I told him that we were told its not possible. He looked puzzled and explained that they simply had to plug our house into it, a relatively simple job. This was annoying but at this point I didn’t really care as long as it started working!

The engineer left, but as he left he left he said that there was a good chance it wont do anything. More than likely the problem is with EE. Reassuring words.

Sure enough there was no difference. I phoned EE again, they had a look at my plan and discovered that our plan was still set to fibre! And we had been paying for fibre! This person actually sounded helpful. She explained that we had been paying for the wrong kind of service and so the router couldn’t work with regular broadband because it was being delivered fibre… which apparently isn’t available anyway. She said that she would get the changes requested to make our contract into a regular broadband contract and make sure that we were reimbursed for our lack of internet over the past six months! That sounded great. She would phone back in just three days to get it all finalised… she didn’t.

After another week I phoned EE again and talked to yet another advised. This one was probably the most down to earth and realistic out of them all. First I told him what the other advised had said about changing over the plan so that it’s feeding in the right kind of internet. He said he could sort that out but he very much doubted it would do anything. However I needed to try anything that was suggested so we went for it. He did make sure we got six months of free broadband, which I’m grateful for… if there broadband. He also sent a new router just to tick every box we could think of. I thanked him but I could tell from his tone that this wasn’t going to get me anywhere.

Sure enough it didn’t improve. This leads me to today. After trying absolutely everything for the past seven months the only thing I could do was insist that they let me leave so that I could see if another provider could do any better. I phoned and was greeted by a lovely lady. I explained my story and she put me on hold while she went to her manager to see what they can do. She came back and to my shock not only said they couldn’t end my account but that when the contract was changed over to regular broadband, after their six month mistake of having on fibre, it was now another new contract and any problems that I’ve had before are now VOID! Seven months of trying to get things fixed and they are now choosing to ignore all the efforts that have been made to try and fix it.

After battling this out over the phone they ended with sending out an engineer again and escalating the package to the mis-sold department… again. I know that this is very much a first world problem but not having internet effects my work, and therefore my income… and makes my wife angry.

Total waste of time and money. Avoid like the plague

DO NOT GET THIS BROADBAND. Honestly the worst broadband I've ever had, might as well have dial up connection again. 4 of us in the house, if one of us dares to upload or download anything or watch something - even a YouTube video, then the rest of the house is practically offline for all the use it is. Chose it because it's the cheapest, unfortunately it's the cheapest for a reason . Called customer service twice to try and and sort out the abysmal speed, both advisors said they had resolved the problem and there is no improvement whatsoever. PLEASE do not use EE for home broadband.

After a sales call from EE I agreed to sign up for broadband for 1 year and would pay in full including line rental upfront/ first billing date.
EE sent 2 routers neither worked, they set up 2 accounts and billed me over £395. Then despite me notifying them of the issue that they were billing me again as I cancelled the 2nd contract account of which, i never authorised to be opened. Now I'm still awaiting a refund and they've since taken out more money.!! It's been going on over a month.
I can't seem to get hold of someone with authority who can send me a refund and not just a credit on the ceased account that I don't have access too. Appalling service.

Moving house with EE is dreadful. Delayed by 3 to 4 weeks without broadband and 2 weeks with out phone, despite having arranged and agreeing it 3 weeks before moving - delayed our move date to coincide with the EEC installation date. EE cancelled my order without telling or asking me - meaning that I had to go back to the usual order wait time - absolutely speachless with rage and disbelief.
Then they sent me threatening letter reminding that I had 6 months of my contract to run and demanding £180, as I had terminated my connection at my old address - (they could work out that I was trying to move and they had my new address!).
If I was not going to lose £180 I would have gladly swapped
Now broadband is down and has been for 36 hours - we live in a city, the exchange is nearby - this is a BT issue - they can't fix their exchange.

The broadband drops out for a few minutes several times each day

I would not recommend EE or BT or any service that relies on BT I am going back to Virgin as soon as I can.

SHOCKING! First of all when we fitted the box the internet signal was very poor, would rarely connect and if it did it was painfully slow. Spent HOURS on the phone to numerous ''support'" team members. Who promised ring back yet never did. Finally sent somebody out to have a look, the Internet worked for a few days and then stopped again. Definitely cancelling as I have wasted hours on the phone, rescheduling my work day as they cannot specify what time somebody can come out to have a look they only give a 24 hour window - very helpful!! On the phone now to cancel. DO NOT go with EE broadband

I joined ee to try save some money on my home broadband - I made the biggest mistake of my life. I have had to call them out 5 times and still the speed is fluctuating between 0.2 mb and 1.0 mb - totally useless - can hardly call it broadband. Their customer service is RUBBISH every time a level 1 technician answered phone he couldn't resolve it and said he would pass it on to a level 2 and they would ring me back - NEVER DID on 3 occassions Avoid EE like the plague - I can't wait to get back to VIRGIN - a million times better company

Awful!! Had nothing but problems for the last 9 months, wifi doesn't work on mobiles, Xbox disconnects constantly, slowest internet we have ever had! Every time we ring they palm us off to someone else, had people hang up on, promised phone calls back and never received them! Worst company I have ever used.

I can't put into words my frustration with EE. I will never recommend this service to anyone. They have failed to deliver on their promises and contractual obligations over and over again. It took 25 working days to be connected to broadband, that's 5 whole weeks. Then they set up our account incorrectly 3 times. They have failed to deliver broadband and the EE TV box within their own specified time frames because the account is set up incorrectly again. They have applied discounts as a 'goodwill gesture'which don't reflect the payment plan we purchased. It has been error after error from their customer service team and despite all trying to be very nice and polite and provide plenty of platitudes they just can't deliver the service they say they are going to. I have no confidence that the TV box will works or the broadband speeds are up to scratch. I only haven't switched because I don't want to wait another 2+ weeks for another provider to get us connected. Save your blood pressure go elsewhere!!!

If you value any kind of customer service then don't join EE, we have had an intermittent service for the 7 months since we were convinced to join them having got mobile through them. the speeds you will get will not be anything like promised, the customer service and technical teams are to be blunt completely inept, rude or both. I have had to call them almost weekly to get the broadband working, they excel at empty platitudes and apologies without actually resolving anything so we have cancelled and gone to BT on the same line but without any of the difficulties.