EE Home Broadband Reviews

AVOID, AVOID, AVOID! were were close to three weeks without broadband. Despite being told in the shop that we wouldnt have to do anything and the whole changeover would be seamless. They should not be saying this as they have to rely on a thridparty (BT) to change over the service and if there is a delay there they have no control over this whatsover. I made numerous calls to get our connection expedited without much luck. half of the calls i made the line was so bad i couldn't hear them properly and some of the calls to offshore call centres had trouble understanding and speaking plain enmglish. Now that we are connected the speed is pathetic at times ...cant even listen to the radio via my phone without it constantly being interrupted. connection often drops while watch film/tv. It really is awful. i will be changing to a different supplier as soon as i am able to.

Avoid completely!!! I set up the account and contacted them on 3 or 4 occasions to check progress and to ensure no loss of service as I work from home. They reassured me that there would be no loss of service, then it went to one day, then after the phone line was installed have found out that they have not even placed the broadband order and they blamed my existing provider. Knowing a bit about the technical details, this is not possible and BT confirmed they never requested broadband was installed!!! Have advised that I would be without service for 3 weeks!

In Mid December after changing my mobile phone contract I was persuaded to sign up to EE Broadband and Home Phone. It was arranged that the EE Broadband and Home phone line to go live 4th January and that my router would get to me within 10 days (around late December). I was told an engineer would visit the property between 1pm - 6pm. I took the afternoon off work to wait in. No one came. I rang up customer service who advised that this had been done without having to enter my home and that everything was in working order. I had wasted 1/2 day holiday. Whilst on the phone I also advised that I was still waiting for my router to arrive. I was told another one would be sent out straight away and would take around 3 working days to arrive.
After a few days I was still without router so on the 7th Jan rang up again. This time the lady I spoke to advised me that no router had been sent out as the order for it had not been completed. I was extremely annoyed to say the least but I was reassured that this time it would definitely be sent out and with me within 3-4 working days.
7 days later still no sign of the router so I rang up AGAIN on the 15th. This time I spoke to a gentleman who advised me that the reason my first two routers had not been delivered was because my broadband was not live?!!!! Apparently my order had been cancelled?? No reasons why and the two previous calls to customer services on the 5th and 7th had not spotted even spotted the issue! I was now advised I would have to wait till the 25th Jan before I would be connected. I was thankful though that at last I had spoken to someone helpful. He advised that he would put a third order on for a router as 3 turning up would be better than none at this point, and I could send back the others. He advised I would receive my router(s) within 3 days of going live.
I had a message on Monday the 25th confirming I was live, finally things were looking up! Then it got to Thursday 28th and still no sign of any of the routers. Livid I rang up for a fourth time asking for an update and got a half arsed story about it being delivered and signed for at my address on the 20th Jan (I thought these routers are postbox friendly so just get posted through the letter box anyway??). I was at work all day anyway so couldn't have signed for anything!!! When asked if they could retrieve a proof of delivery from the courier it was as if I was speaking alien! I also question why this would have been delivered on the 20th when my broadband only went live on the 25th??? I think your staff may be spinning me a pathetic lie there!! So the lady I spoke to last night has ordered yet another router for me ( 4th time lucky?) and I have had a dispatch confirmation text (which I haven't had previously). I await its arrival with anticipation.
I am absolutely incensed by the whole experience, from the incompetence of your call centre staff, to your complete and utter lack of customer commitment. Not one person other the gentleman I spoke to on the 15th was at all bothered about my situation. I am afraid to say I would not recommend EE broadband to anyone! I have been without internet for a month having ordered in back in December, this is a disgrace. I often work from home and I am currently study for exams which I have not been able to do. I also pay fees to the likes of Netflix and Xbox live none of which I have been able to use. I am happy to post this story to your Facebook page or go to the press if we do not reach an agreed compensation.
**This is the message I have sent them!!**

EE are awful! I've experienced nothing but problems! Never sign one of their contracts! They are Just screwing you long term!

I am an Orange customer since 2006 and since EE bought it, things just getting worse.
Unable to top up by using EE SIM Menu in my mobile, but it's worked fine few months ago. Now every time i got the same message: Sorry, the Pay as You go service you requested is currently unavailable. Please try again later.
GETTING THE SAME MONTHS AGO!!!
THEN WHEN LATER?!?
Today i tried call customer service several times and the automatic voice told me every time: Sorry we are unable to processing your call. Good bye!!!!!!!!!!!!!!!
WTF?!?!?!!!?
So i'm very disappointed now and would give NO STARS AT ALL!!!!

Horrendously bad customer service. Our recent house move was an absolute nightmare with EE, several times they left me on hold for over an hour, promised call backs never happened, I was told barefaced lies by their staff about the root cause of the technical issue I called them about (one guy told me that 'the mast wasn't connected properly to my line at the exchange and that BT Openreach would fix it within 72 hours' - all totally made up nonsense and he knew it. None of their departments talk to each other or understand each others' systems thanks to EE being a total bodge together of multiple other companies. When BT incorporates them as part of the recently announced buy-out I dread to think how disjointed they will be. I will be leaving them as soon as I can. Stay away from them!!

Well it's taken me at least 30 seconds just to get on this page to write a review....so I guess you know where this is going.

I've had ee wifi for just less than 24 hours and I'm still in the cooling of period so tomorrow I will be cancelling this poor service, how on earth they get away with giving people this is beyond me...absolute garbage, I just left sky who where good (for Internet only) and wanted to start saving a few pennies this year so joined this joke company...BUT IF YOU ARE THINKING LIKE ME AND WANT TO SAVE PENNIES THEN DO NOT, I REPEAT DO NOT GET THIS CRAP...POOR POOR POOR...THAT'S ALL I CAN SAY ABOUT IT...

Worst broadband provider I have ever been with. Internet turns off every 10 minutes after 9pm. When you phone for help they are rude and send you to someone in India. When I told them I want to cancel they put the phone down on me. I would never go back to them.

Wanted to rate no stars but wouldn't let me . Do not get we broadband . Paying for Fibre for the past year and a half , never had fibre speeds ever they have breached there contract with me , trying to get at least a years refund although I should get the full year and a half and compo for loss of earnings , currently in the process of sorting issue with ombudsman and going to ofcom and also seeking legal advice should I not get my refund . Promised refund and callbacks hasn't been done they tell u all diffrent things to fob u off , they provide u with the worst service ever , and still take your money . They won't even cancel your contract when u ask them to . They even try and charge I for engineers when your broadband doesn't work properly . Avoid at all costs . I will get bk with another review if and when this is all resolved .

These star ratings don't really illustrate my story.

I have been a customer of EE broadband for over a year and all was fine, broadband relatively stable. No issues.

Then, I moved house!

I was told there was a cease on my line at the new property when I started the home move. Almost a month later, and two promised dates that my internet would be working, I was still utterly broadbandless. I was finally offered a Mifi device to help me out until the third promised date. I was also offered some credit on my account, though this did not show when I was logged in and every representative I spoke to couldn't seem to confirm nor deny that the credit had been applied.

Despite letting them send a mifi I decided I'd had enough. This was my contract and having moved in with my partner, his work was suffering as a result of this. It also put a dampener on Christmas and makes our evenings and weekends very unproductive when we want to work or study and require internet.

I called the complaints team and had an hour long debate with a manager. He kept trying to tell me the 'facts' despite most of those 'facts' being incorrect. For example, my phone line was live on the 23rd of December, we tested it, and yet the internet still did not go live on the 4th January as promised OR on the 18th of January as promised again. He said he could not let me cancel for free at this point because I had accepted credit (which I couldn't get confirmed) and a Mifi device (which I can send back).

Blaming BT seemed to be the go to response, and to be honest, BT probably did play a part in this. But that is not my issue really. I pay EE for a service, I expect a service. Offering me a Mifi device after I've already had to call you 10 times and offering me credit that no one can seem to confirm isn't really what I need at this point.

I was about to pay £26 to terminate early, when the manager turned his approach around and said that he would let me cancel for free if the internet did not go live on the third date, in 10 days time (18th January). So I decided to accept his kind offer and wait. This decision was a mistake.

Guess what. No internet.

I have now left EE for free without any hassle so they stayed true to their word, and again, friendly staff on the phone.

I wish I had paid 10 days ago though because I now have to wait until February for a new ISP to set up my internet. It would have been worth the money to leave this awful company.

Yep, I wish I had actually paid EE my own hard earned money to leave, because they really were that bad.

Having said that - most of the representatives I spoke to on the phone and on Twitter were friendly and seemed to really want to help. I feel they are being let down by their systems and making promises they can't keep which makes customers upset. Being friendly is all well and good but if you can't provide the service you offer what is the point?

There was a lot of "let me just log into three different systems" to check your details - seems the company are letting their customer services team down with shocking infrastructure.

Even with problems like a cease on the line, a reliable ISP should be able to deal with this and communicate appropriately.

Absolutely, never in a million years, would I ever recommend EE services.

have home broadband and phone package. Reliable though watching BBC Iplay can sometimes stall. Downside is its very expensive compared to other providers.

Since I took on a contact October 19th have had to contact EE at least 9 times regarding dropping of speed! Drops to 2.5 mg for the 4th time.You hang on for at least an hour only to be sent to different agents. They fix it I get all sorts of reasons why,then they parm you off when they can't fix and tell you it will be escalated. They will call you back in 24 hours.4 t times I never got a call back. They just palm you off all the time! BT has been out put a new box in but the line has no problems!Even begged then to send a new modem put finally got one stand up looks great.However still no joy! I have been taking pictures of the constant 3 day drop to at max 3.5 mb.then finally 2.5!if you have to do to the ombudsman record all calls you make. Use your lap top ect to record them as they will call you mobile to test! I will now request the details of the dozens of agents I have spoke to enen if I have to pay £10! Had talk talk last year never had much problems as these! RAY

I had been having Standard broadband with EE for a while and had been pleading with them to upgrade my service to Fibre for well over 6 Months. I finally got tired of them with the low standard broadband speeds in the low range as they were not going to upgrade the area to Fibre connections anytime soon. While Virgin Media was serving our neighbourhood with the top speed Fibre Connection. I had no choice but to switch to Virgin Media and I am now enjoying top of the line Fibre Broadband speeds from Virgin. But when i switched Provider's over, EE is now claiming a big disconnect fee from me ! Firstly EE was UNABLE to provide me with the Fibre Service and hence I had to switch providers and I have a justified TECHNICAL reason for switching over. So how can EE still demand disconnect and outstanding on contract fees !! This is Daylight Robbery from EE !

Worst broadband provider. Terrible connection, very intermittent. Dreadful customer service !!!!

Customer service is always helpful even though i think sometimes they are a bit overwhelmed with complaints. Most of them sound Scottish. So i have to really listen to understand some of their words. Heck they probably do the same with my New Yorker accent.
I'm currently on 12 month broadband contract, I'm satisfied with the speed, I've got 6 devices using WiFi simultaneously without any problems.

Pitiful clowns providing a truly woeful service. Their technical helpline is welded to their own script and reaches new lows in unhelpfulness. My supposed 18mbs connection is more often around 1.9mbs. Recommend carrier pigeons instead.

PLEASE STAY AWAY FROM EE OTHERWISE YOU'LL PROBABLY FACE THE SAME...Very poor speed and drops in connection. When you phone up they are useless giving you diffrent stories and making you go round in circles. They took a month to fix my brodband after it just stopped working. Un-believeable how they get away with such rubbish service and jeep your money. I'm changing as I write this review.

Router constantly disconnecting horrible customer service that dont now what their talking about 95% of the time. They'll intice you with low prices but i would take better customer service better reliability than a deal thats only 10 pounds cheaper. AVOID AT ALL COSTS!

Been with EE broadband for one year.

On the positive side: the deal was cheap.

Negative side:

- really bad contention ratios. In the mornings/afternoons we get the advertised 16Mb speeds, but every evening it drops hugely, sometimes to around 1Mb and about one evening a week, it becomes difficult to get anything out of the line at all. It can be really painful to use.

- throttles certain types of bandwidth at certain times.

Overall it was very much a budget package, so I'd tend to cut it some slack, but the speed drops to the point of being unusable for some things are not acceptable in my opinion.

My broadband went down just over a week before Christmas and after numerous calls and hours spent on the phone going over the same old thing did they finally arrange an engineer on the 30th December whom visited my property on the 31st. My broadband has been very slow since so looks like it's time to move provider. If they a customer service who listened to your query instead of just read questions and answers off a sheet EE may be a decent option. But enough is enough.3 times in 3 years I have had faults with my broadband and have been a loyal customer for 10+ years.