EE Home Broadband Reviews

Awful customer service. 30 minutes wait to get through to a rude, abrupt and impatient worker! Further 30 minutes pulling wires out, sticking paper clips into the back of router, rebooting etc. End result, told cannot fix and hung up!

Next day I ring cancellations, they try every trick in book to keep me as a customer but when they failed to convince me, they now keep me waiting for days to release a Mac key which I need to change supplier. Avoid at all costs!!!!

I too was tempted by the cost of the EE ‘Slowband’ package, and, as the old saying goes…”if it sounds too good to be true…”

Previously I was with Telewest/Virgin for 10 years, overall the server from them was good but their ever increasing costs and 500 channels of nothing convinced me it was time for a change. £2.50 a month and £140 cashback, what could go wrong… I thought.

All started off well, the order went through and the cashback was registered. The line was activated on time and the router arrived in readiness. Day 1, all worked fine, the line speed was forecast to be 4-8mb but I ended up with 14mb, bonus!

3 weeks in the true EE slowband service appeared, phoned Tech Supp (oh how I laughed) and there was a problem on the line, passed to another dept who would look into the fault and call me back. 2 days later, still no slow band and no call back. I call again, we believe there’s a problem with your line we’ll need to send an engineer….in 10 days! The engineer turns up, nice chap he was, he just gave me a wry smile when I mentioned EE. No fault in the house must be at the exchange and passes the fault to BT. Magically within 48 hours all is well again.

Over the subsequent weeks the sloooooooooooowband was in full force to the point of being unusable as many have reported. So, yet another call to “Tech Support”, same old shenanigans but they do agree to send an engineer out. He arrived, checks the cables and logs onto the router…”Aha! there’s your problem sir, the noise levels are too high, they should have checked that and can reset it over the phone”. He does so and bingo bango we’re back to ~12mb.

Roll on Decembers bill, have a charge for an engineers visit! Not on your effing nelly EE! It took 6 calls over nearly 3 hours to get the charge removed and then it was a gesture of “Good Will”

Honestly, if you’re thinking of moving to EE, don’t. It just isn’t worth the hassle.

As the saying goes….if it sounds too good to be true….

EE is the worst service provider I have ever come across! They must have the most appalling customer support in the world!
Our internet cuts off quite frequently and, for the second time in about 6 months it slowed down in speed so much (544kpps) that it became impossible to load a website.
After many hours (and days) of going through answering machine menus, waiting time and trouble-shooting on the phone, they finally agreed to send an engineer.
So this engineer not only couldn't solve the problem, but also broke a freestanding shelf in the flat, and didn't let us know about it nor reported the misfortune to EE.

The internet slowness was reported in mid-November and the broken furniture accident happened on the 8th Dec. It's the 3rd Feb today and I still haven't received a compensation from EE. I have been put through the most various teams,

All their customer service seems to be in India, the sound quality is frequently terrible on the phone, and they keep apologising about technical problems with requests not going through - almost hilarious for a telecommunications company.
I waited at home for the visit of a second engineer, as the problem wasn't solved by the first one and, instead, got a phone call from EE to tell me that the engineer wouldn't come because my request didn't go through. But, surprisingly, this very clever man on the phone thought he knew what the problem was and how to solve it.

Also, it's impossible to get anyone's direct contact. There's a lady who seems to now be responsible for my case, but I haven't got any of her contact details, so I need to wait for her to call me!
After 2 months and uncountable hours on the phone, I was given a phone number to call about the furniture damage – no contact name, nothing, just a reference number that the lady dug out from somewhere. And, guess what, this was not even an EE number, it was from BT and they had no idea whatsoever about the case. So now, after sending through all the details again, I am waiting for feedback from BT!

So DON’T swap to EE under any circumstances!!!

I want to give zero stars! I support every other terrible review here. Please don't risk having anything to do with this company. I have never had cause to complain to a company before. I am now at Ofcom stage. I've been paying for a service that I don't get, the broadband freezes, drops and slows to a standstill continually. And no-one will deal with my complaint. If you want 'scripted' conversations with humans who appear to robots, then this is for you. I'm voting with my feet. I am waiting for my MAC code and I'm out of here. I'm also ending my Orange phone contract (after 11 years) in disgust.

It has been nearly 3 weeks since activation. I am still experiencing internet drop-outs every day. I am unable to watch a movie on my PS4 (streaming) without it buffering at least 10 times!
The customer service is DIRE! Technical support is ALL based in India (or somewhere similar), 90% of the things they say will do.....they dont! They seem incapable of making sufficient notes about your call, and as I mentioned, do not action stuff they say they will e.g. a few times the agent has said they will credit my account with a free month, but subsequent phone calls revealed that the free month was NOT applied! despite (the 2nd time)my asking her to double check the credit had been applied.
Also, despite 4 calls about getting the eeTV (my reason for going to EE), they went back on their marketing blurb (eetv available to folks taking out broadband of at least 9.95 per month), and after TWO months i finally got bullied into changing my 31.70per month sub to 35.70 in order to get eeTV! I am locked into an 18mo contract.... :(

Worst broadband ever, worst customer service. worst speed worst company

It always disconnects really slow and I try to download games ps4 and to download 5gb took 45 hours it's awful fix this ee I got the bright box

EE is the worst company I've ever come a cross. The customer service is disgraceful I can get more sense out of my 7 year old son then them. The whole price plan had been mixed up and had to call them 6 times explaining the same thing as the overcharged me for service that was supposed to be free. Every person I spoke to was worst then the last one. Thank god I left during the 14 day cooling off period as I had to be on the phone up to 4 times a day with them to sort out all their issues. One customer service assistant told me I shouldn't leave them as I just get the same service for more money from any other company.....what a cheek!!! Avoid avoid avoid!!!!

Connection fails daily
Indian call centre can't understand
Customer services don't respond quickly
Try to make it impassible to change supplier
Customer services don't read complaints properly
Telephone them, then allow 30 minutes plus

Where do i start?
Service activated but no TV box.
Rubbish website, always confusing the mobile with the BB account.
101 different login id's, none of which seem to work properly.
No customer service to speak of at 23:00 not even, a chat line.
Child protection settings - rubbish.
Switched from TalkTalk for better priced deal. Regrets!!!

Absolutely rubbish. Struggle to watch BBC I player, stopping every 10 - 20 seconds buffering.
Internet connection keeps dropping out.
11 more months of this rubbish.!
Can't contact customer service any way except on the phone were you are on hold for 20 mins. Then you get a foreign call centre! They can never help. Help me please.

I don't usually write reviews but felt compelled after the terrible service I received from EE. I waited 40 minutes, 50 minutes, over an hour on their 0845 number at 40p a minute and the problem was still not resolved. Finally sent out BT engineer and all was working when he left, ½ hour later it failed again and was told I would have to wait another 2 weeks for a BT engineer. I have had to use a dongle just to get on the internet. Now it keeps dropping so half way through a tv programme we lose it for a couple of seconds. When I complained and told them I wanted to return to SKY they said fine, just paid £250.00 buy out and you can go. So crappy service and they have me and others it sounds like over a barrel. Don't touch these people with a barge poll if you want constant internet service. 1 Star is way too much.

We switched to EE from PlusNet, earning (a load) of Nectar points for signing up, and also receiving a £70 credit to cover our PlusNet cancellation fees (PlusNet were the WORST company I've ever come across - constantly charging us for calls we didn't make, terrible customer service and very poor broadband).
The sign-up process is easy - they keep you posted on progress of your order. The router is brilliant - very smart, looks great and amazing coverage. Their broadband has been superb - best provider I've ever had by far. Couldn't recommend more highly!

After 10 years of shoddy speed internet, terrible customer service and average prices I finally decided to call in to get a MAC code.

I spent 55 minutes on the phone to Orange (EE) before they'd agree to let me leave their broadband service. I was put through to their retention department without my permission where I had to say no 5 different times, in 5 different ways to a rude, overselling staff member.

In the end the ONLY thing that stopped her fighting me on my opinion and what I wanted out of MY broad band service was that I told her I don't believe in companies that go "Oh you're leaving? Here's a better service to keep you interested" because I believe it should be the best service you can offer from day 1. That is the ONLY thing that stopped her arguing with me!

Will not even reconsider them if I switch again.

Set up business account with business account manager then received details of domestic broadband. Still fighting now nearly a year later. Also set up mobile package but worse signal I've ever had, often no signal. Was told we are in a black spot so signal not great but they checked my postcode when I signed up. Doesn't matter where I am in the county, signal always dropping in and out. I wish I'd never changed to EE and would never recommend them.

Please don't sign up with EE they are just coning people, I singed the contract in December and they said on 23/01/2015 they will come and fixed the broadband and they saying make sure someone will be in and age over 18. I took day off from work to wait for them to come and fix the broadband from 08:00 am to 13:00 no one show to the door then they send me a text and E-mail they saying Hello your EE broadband is now up and running thanks and enjoy. No way will be running with out they put on first. no one came to the door.then when you phoned them you have to stay on the phone for 1hour and 9 min then hang up. WHEN THE SALEING TO YOU THEY SAYING THEY ARE THE BEST BROADBAND PROWIDER AND CHEAP £1.95 A MONTH BUT THEY DONT TELL YOU ALL THE CRAP THEY HAIDING.

I have have 2 mobile phones and have been a customer since 2009. I have ee broadband and home phone at my home since April 2014 paid upfront for the year. and a 2nd broadband and phone at my office since August 2014 On 15th January I called and explained to both Shannon & Samantha that my office was closing on 23rd January and asked if I could have the phone line moved to my home. I was advised that as I already have an EE line I cannot move it here so the option would be to cancel. I asked what the costs of cancellation would be and was tol £26...something. she advised me to call back on the day. Today I called and after 40 minutes the phone was answered by JOrdan in cancellations who advised me the same only he told me that the costs would be £97. I asked to speak with a supervisor and he refused, he was very rude. He placed me on hold for a further 10 minutes and I did not wish to wait any longer so I hung up and redialed. I asked the person who answered if I could speak to a supervisor and was passed to Joshua. After the was I was treated by Jordan I had decided to record this call and informed Joshua of this right away. I explained to him again the situation and I asked would it be better if I cancelled my home account as I have already paid this upfront and the contract is up in April and move the other to my home and this is when he told me that I started up a new contract for my home account on 8th August. This is absolutely not at all true...I did not at any point start a new contact for my home account...what did happen at this time however was I had made a complaint about being missold my office braodband and as a "gesture" Sarah Wright on 23rd of July had changed my package and then on 8th reverted it back..she had never at any point advised me that I was entering into any new contract and i never agreed to any such thing. I had emails between myself and Ms Wright as proof which I can forward. The fact is I only have 1 property. I would happily keep paying as I am and have 2 lines but you will not allow it so I need to cancel 1...My contract as far as I know runs out in April for 1 account and i'm paid upfront so this would be the preferable one to cancel and I am happy to pay the £27 I was quoted on 15th January. I am now taking advice as this is unacceptable.

They lost my house telephone number during the porting and had to reallocate me a new number!!!

Had EE broadband since March 2014, all was ok until June 2014, when the average download speed would often drop to around 1 Mbps, or just no connection at all. The connection would slowto a crawl and timeout every 5 minutes, which made browsing impossible.

Contacted EE at least 20 times about it and they alway said to monitor connection.7 months on, they now decidethat it is best to send an engineer out, as I am nearing the end of my contract and want to cancel.

my advise is to stay well clear. JOKERS

We booked broadbank with EE and then read the reviews on this site..... Needless to say I was really concerned we had made a bad choice in provider! Router arrived and at the cut off date of my previous supplier the router connected to EE and I had an email saying the tv box was on route. The Internet wouldn't connect and I called customer services, waited less than 2 minutes to get through and after explaining the issue was put through to a call centre probably in India.. Very nice man had the Internet up and working within 5 minutes.. Speed is faster than before and so far I'm very impressed with the service provided....

Very bed customer services and all advisers are not fully trained to handle any complains.