EE Home Broadband Reviews

If I could give 1/2 star or less I would. Stay away from EE broadband. Absolutely rubbish!! It's just the worse ever! We've switched from sky to EE due to false sales promises: "better quality, fastest speed, etc" and all lies! The customer service is horrible and their system doesn't work properly either. I never go to forums to post anything but have felt as a duty to let others aware of how bad the broadband is.

I originally signed an 18 month contract for superfast fibre broadband with ee. Never satisfied with the speed, even after their engineer visited,(they tried to charge me for), after 18 months decided to trf my broadband, only to be told by other providers my telephone wire could not deliver 78mb. arguing that It can, cause im paying for it, I decided to test my download and upload speeds... 5 to 10 download, a bit better for upload.
At this time ee decided to call me , to ask, how happy I was about my upgrade and renewal contract. I thought the guy was not from ee as I didn't renew my contract. Any way it turned out he was genuine, and he agreed, testing at his end, I was only getting 17 something or other, which was very low, and cant be fibre, (that's why I thought him a fraud). I now contacted ee, saying ie...im getting 5 to 10, someone claiming from ee says im getting 17, which is very low, explain. The lady said, ermmmmmmmmm doesn't seem you getting fibre at all. ( later now 14/10/15) I think I understand why.* When they talk you through the process, you have a choice of ???? and fibre, I wasn't given that advice, so all along I was not on fibre...
They agreed to refund me £110, which is only 1 years of charges they charged me. (not the 2 years I was with them), But agreed to £28 per month, with two months free, for the extra year they owed me, being £10 less than I would have paid in the past. Holding me to randsom, so to speak. They should have said, sorry, we charged you for two years for a service you could not receive, ie between firbre and super fibre...here is 220 refund, then they should have said, we owe you the difference from 17mb to fibre, so here is some extra money for a service you did not receive. I had in the mean time needed to cancel with sky, my new chosen provider, to ensure I got at least some money back.
I received a text message, saying my new switchover to their basic fibre was ready, Took day off work to be ready...Only to be told .ermmm by midnight. Next day 10 am no internet...called to be told and given a ref number, it to be escalated and someone will call back at 12, they never did. I called at 1.30 to be told, expect a call by 3pm.I called at 4 to be told, expect a call next day. called customer services, to say if im not connected tonight, I will leave, as I will not take a 3rd day off work.
Just so happens my boarder works for sky, and my son in law, father works.........for guess who????????? Came over to see if I was doing something wrong.........NOPE, not me. EE, just had not switched me over to the new router. My friends, reinstalled my old router, which I am using to type this message on.

So why text and email me, I am now switched over, and they will monitor me for the next 10 days? Why bother to pretend there is a tech fault when there isn't one? obviously there isn't one,as im now rehooked up to my old router and system...Ref number for ee complaint to be sescalated at 10 am is1725837, no one called at 12pm, then to be told at 3, again no one called, to be told they call the next day. NO WAYS AM I TAKING A THRID DAY OFF WORK.

Broadband speeds are dire and the customer service is too remote. We regret taking the offer.

I have 4 broadband accounts and 4 mobile phones all with EE. My decision to move everything to EE rates up there in my top 3 WORST decisions of my life. There customer care is absolutely deplorable. nothing short of Lies and broken promises. Please do not under any circumstances be tempted to switch to them unless you like punishment and enjoy high levels of stress. The problems I have experienced with EE are to long to list here. But the latest is,I have been waiting six weeks for my router box to arrive. I have chased them every other day for the past 3 weeks and still no wifi!!! but wait, they took by direct debit from my account today my first months payment. I HAVE HAD NO SERVICE!!
If you are contacted by EE I would only suggest you run for the hills!

I moved from TalkTalk 10 months ago and have not found any of the problems experienced by other reviewers here. Compared with TT, our broadband feed is rock solid with reasonable speeds. As far as I know, all connections are provided by BT Openreach so there shouldn't be any difference between suppliers but while TT had constant dropouts and outages, we don't get any of that or the severe buffering when streaming and downloading at the same time. There is an annoying phenomenon that occurs which does clobber the network - the router polls every few seconds to refresh its IP table. There is absolutely no reason why it should do this and it creates unnecessary traffic. If I can stop that I reckon I can improve my network performance by several notches. Other than that, no complaints and really pleased with the swap from TT to EE.

Don't ever try to get EE home broadband. Its worst speed I ever used. Speed is too slow even we were using only 2 person.

EE the WORST EVER broadband!!!!

Great customer service!
I recently terminated my new housemate's EE broadband from her old house as her English isn't very strong and this has to be done over the phone. (This is why I can only rate customer service).
The EE guy first informed me that customers should phone up exactly two weeks before they want it terminated and there would be a deactivation fee if no one was taking over the line. After relaying this to my friend he must of he must of overheard us discussing how we were going to arrange the phone call or something because he then said he was feeling nice and dropped the deactivation fee, and also cancelled the broadband there and then without an early cancellation fee (the contract was up in November sometime.) I wasn't pushy or angry or anything, I think he must of genuinely just wanted to make our life easier. It made my day and it wasn't even my broadband!

Definitely makes a change from Virgin Media who are trying to charge me a £170 early cancellation fee saying that they deleted the phone recordings where I negotiated freezing the contract instead of early cancellation. What makes it worse is that I know someone who works at a call centre who has told me they've lied because all phone calls have to be saved by law!

I know this is an EE review page but I thought I'd show the difference in what good customer service can do (£198 difference to be exact!).

Overall a poor expereance. The low light was when something went wrong with my pings/latency and it was near impossible to get in touch with their technical helpdesk and even when I did they were utterly unable to help. In the end moving provider was easier than taking to another offshore call centre.

We have had huge problems with our EE home broadband, since moving house at end of August. Firstly, it took them almost 5 weeks to provide us with broadband at our new address, various 'go live' dates were given, none complied. When we finally got connected, the speed has been unstable and very slow a lot of the time. A truly appalling experience which maybe explains why we are moving to a new provider next week!

I would not recommend this broadband to anyone it's been a hassle since installing it (which took over a month and took 5 phone calls each took over an hour because we where on hold for ages + going into the store for help,they just gave us a phone and said we had to ring) all that hassle and the EE man only took 5 minutes to install it. They also over charged us a extra 2 months and they didn't realise so we needed to call again. The first time we wanted to cancel I complained and they hung up on me. There customers service is total crap is a under statement.

Worst Worst Worst customer service ever! Not sure how they are still in business. I have been with ee for about a year. No issues when I first signed up a year ago. However I applied for a house move recently and ee couldn't get my broadband working for nearly a month!

Every time I called I was put on a waiting list for as long as half hour and even when they picked the call they just passed me from one dept to another.

What was meant to be a 10 working day SLA to activate broadband never happened even after several calls. They gave 3 more dates never to be adhered to. Complaints to customer services didn't go far as they just put me through to home dept who transferred to technical dept and so on. Call centre in India are crap and they even hung up after putting me on waiting for few min.

I eventually decided to exit EE (wish I had done that sooner) and went to BT who activated my phone and broadband in 5 working days exactly what they told me when signing up.

EE promised to refund the payment they took in Aug and asked me not to cancel direct debit as the funds will be returned through it but they had taken another payment 4 days ago, so I have another battle on my hand to get my money back.

I am so angry with EE that I am considering to also cancel my mobile contract with T-Mobile as it's now owned by EE, although there is nothing wrong with the mobile service (for now!)

I suggest it's worth your time and money,even if your are paying slightly more,to go with either BT or Virgin. I think they provide a far better service.

Absolutely poor, customer service is poor, they claim thier tests always show excellent results.

They apparently changed the router channels several times to increase my speed but still the same.

Files take forever to download, WiFi signal in my house which is small is poor and drops out, also have the TV aswel, can't even watch Netflix or YouTube without the good old buffering thing popping up.

Complained via phone, complained via email and letter an no response, my advice, pay extra and go with someone decent, I was with BT paid £10 extra a month but I was hitting 70mb download everyday near enough regardless of what time of the day it was, i'll be very surprised if this review posts quick.

I wish there was a zero rating. The speed I get with EE is 2mb download and 1.0 upload. Trying to
contact customer services is useless, as the sound fades away every few seconds. When I could hear on one occasion, I couldn't
understand what the person was saying. Surely the Ombudsman must have had hundreds of complaints, yet they're still managing to fool so many of us. Is there any help available?

Shit

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.

I have never left a review before for any company, but EE are so rubbish I have to warn others!

4 engineer visits to switch over, none of them have a clue and actually the problem got worse after each visit.

There is only 1 department in the UK to speak to, and that is cancellations.
Passed pillar to post on every issue, its been over 2 weeks with 0.5mb speed and a very crackly phone line and no TV service.

Absolutely shocking, also been told I can't cancel until they have had 30 days to try and fix the issue.

So, looks like I have another 2 weeks of no service before I can leave!


My advice: pay what you get for.
I will happily crawl back to Virgin Media and pay 3 times as much. NEVER had a problem with Virgin for the 10 years I was with them.

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.

EE Broadband is absolutely shocking! Internet is so slow, it becomes 'limited' so often that it's better just using 3g or 4g which is way quicker and reliable. Everytime someone calls, the internet disappears which is not good considering my work is based on using the computers.. Absolutely disgusting and waste of money..

Shocking!!! Wish I could turn back time as I would never have transferred from Sky.
EE has slow speeds. Constantly dropping in and out of connection. Terrible customer service.
I could go on but given that I have nothing positive to say about EE, I won't say anything more.

Broadband speed and reliability are very erratic. Last time it got bad and eventually went off and after much arguing I got a new router from them. Not had it 6 months yet, but having same problems