EE Home Broadband Reviews

BEWARE BEWARE BEWARE! Do not join EE home broadband the customer service is shocking, I changed from TalkTalk and wish I hadn't now. I was without broadband for 3 weeks because of EE then they kept giving me different dates that it would be installed on that date I would then be given another date. Customer service are so rude and unhelpful they also lie and just are not interested in helping. I was promised credit on my account for compensation for being left without broadband then they said that I was lying about it because the rep I spoke to didn't take any notes. I will be leaving EE as soon as I can. Please any one thinking of joining avoid at all costs!!!!!

I had a near miss with this company! Beware when you sign up! You appear to be in "their area", then suddenly, when activation becomes nearer, you are out, your broadband is no more unlimited but capped at 20GB per month, plus various £ 10s here and there on top of your package. My first experience with them was in the spring this year when I went to the EE shop to buy a dongle as my phone+internet were down. There I was promptly informed of their fabulous deals on home broadband packages. As my contract with Bt is coming to an end, I went back to have more information. And I check on the net: yes, I was entitled to their broadband, not the fastest, but I know it is not very fast where I live anyway. I rang up their sale dept and I found a very nice guy who gave me an even cheaper deal. This was 2 weeks ago. But the day after I tripped over this website and alarm bells started ringing seeing all the bad reviews. I rang them up and they reassusered me they have been voted the best by Which magazine. Customer servise seemed very nice. However last tuesday I received their "welcome pack" and again I was very alarmed as I read - in the tiniest little print, at the very bottom of the letter, that what I was getting was not unlimited but capped at 2oGB; plus various other fee. Again I called and the pre-live broad.b even sent an email confirming what I was getting was totally unlimited. Thursday 4th the router turned up. And the progress of my order on line started to go backwards: there appeared to be "a slight problem" which Saturday at about midnight became "a hiccup". Sunday (yesterday) I called them first thing in the morning. well, they had a system problem. I tried again in the afternoon: I was informed that - after almost 2 weeks - they realized I wasn't living in one of their areas after all. And my unlimited internet was - in fact - limited to a 20GB monthly allowance. Then there were few other fees to be paid as well, Therefore I ordered the chap I was speaking to cancel my order immediately as I was still in my 14 days cooling off period. Just on time. Had I waited today it would have been a total disaster, I would have been stucked with these con people for the next year! However my order has been cancelled, I hope they do not take any money from my account (they said I don't owe them a penny - how generous!) What am I waiting now is to receive their silver envelope so I can get rid of their bright box.

If I could put zero for the above I would. My new broadband was meant to start 6 days ago. They are telling me that it will not work for a further 13 days. Here comes christmas with no broadband. I have been told conflicting reasons day after day and am fed up. I would not recommend ee to anyone!

Just moved to Plusnet with no problems whatsoever. Broadband transferred a few days ago with phone to follow soon. Now EE have sent an email "We have closed your second line service as requested however you can continue to enjoy EE broadband as usual.Best Regards
EE Broadband Team" Erm how can I continue to enjoy their broadband when I don't have it! Very confused.

I can not warn people enough !!! stay away from this company. Honestly i never write reviews. But felt so angry with their total lack of customer service, slow broadband and no response. even from the complaints department. Its like they just get you contracted and then totally ignore you. 0/10 score. Be WARNED. join this company at your own peril.

I rarely get over a speed of 0.5 mbps, my old broadband was faster. It also stops working every night and occasionally day. Rubbish!

Worst company I have ever dealt with. Never ever go with them

Recently signed up to one of their offers. They said the speed would be between 4mb/sec to 8mb/sec, yet i can barely get 4mb/sec. I wanted to cancel, and as we were just outside the 14 days from placing the internet order, they will charge me £120 to cancel.

There customer support is also terrible, lots of hold time and being passed from department to department.

Avoid, and go with another supplier !

If this review site had zero.. All marks would be zero.. Cant express how poor customer / Technical service and even the complaints department is. I could go into a long history of communication or to be honest lack of it. don't want to bore people. My advice don't go near this company, worst experience i have ever had. If you want to pull your hair out, get totally frustrated and still get no where go with this company, BE WARNED !!!

I'm not happy about giving any of this service a 1 star it is disgraceful, broadband is slow and cuts off doesn't load pages or stream videos. The customer service team is shocking they do not help and are extremely rude to the point were I ask for a manager and they are rude then cut you off!!! DO NOT GO WITH THIS COMPANY!!!

EE is even not eligible for 1 star. EE took over orange and destroyed the whole image of orange in my eyes. I am with orange from last 7 years. I moved home and waited for 30 days still not broadband, they booked the engineer and gave me the appointment, no engineer on the appointment day, nobody contacted me. I contacted back to EE, they advised their experts working on it and will contact me in 48 hours, No response after 3 days. I phoned them again another advisor said it will take 10 working days for experts to resolve, After 10 days no response. I phoned back after spending 30 minutes over the phone they advised a manager will phone me back within 48 hours. No manager call after 3 days wait. Now they gave me another engineer appointment after 3 weeks. 49 days wait for a home move. Now opinion is yours, please don't ever join EE. Thanks

Customer service from EE is without a shadow of a doubt the worst I have ever experienced. Switched my old Orange Livebox over to EE (because they told me I had to) so I was an existing customer, had an account already for years, same address, same billing details, etc. They completely cocked up the setting up of the direct debit (apparently had to be re-setup) TWICE. The first time they cut off my service without any notice. Both times they sent me letters about my missed payments, both times they admitted fault but sent me round the houses trying to get the late payment fees refunded and the big red mark against my credit rating expunged. It's taken months. Utter nightmare outfit. Had EXACTLY the same direct debit problems switching Orange mobile to EE. As soon as these contracts end I am off. Been a loyal Orange customer for nine years but EE can get stuffed.

Plusnet & Talktalk can place a cap to prevent use of premium rate numbers or overspending on your calls, which is useful if numbers can be accidentally dallied by kids etc, but EE provide no equivalent.

I was overcharged on one of my bills and when I phoned up and it was explained to me it was actually a miss-communication between myself and the engineer. However, the lady at customer service was brilliant, she spoke to her manager, explained the situation and they gave me a full refund on understanding it was the engineer's fault not mine. The issue was resolved quickly and the lady on the phone was brilliant at explaining everything to me. Thank you!

I was told by the salesman in the EE store that this service as as good as SKY 'WRONG'. I find the speed to be so slow at times that I can't wait for February when I can tell them where to shove it. if it was any slower this would be a letter.At times my speed has been as slow as 0.16 I can crawl faster than that. It is so slow I wouldn't even suggest it to my enemies. As for the call center all they do is pass you from pillar to post then resolve the issue for 2 days then hey presto back to square one I GIVE UP they're CR*P

stay well clear of this provider, they didnt honour their contract renewal, they then disconnecteted my broadband, then proceeded to take money from my bank account,i spent several hours trying to contact them,each time a different advisor, who i had to explain all details over and over again, lost sales due to no internet, there customer service is absolutely attrocious, be warned STAY WELL AWAY!

Switched from sky. Awful broadband company. Unreliable and slow broadband speed.
Will be leaving them as soon as possible.

When I joined they waved the connection but they cancelled the engineer's visit and by the time it was installed it took me just outside the 2 weeks cool off period. Then the first time I used the landline, it was terrible, sounded like I was in a rain tunnel. I phoned them to cancel the contract only to be told...you have guessed...couldn't do it as it was just outside the 2 weeks. After more calls and to placate me they gave me a month's free and promised to send the engineer for free only to charge me £80.50 some 3 months later. I had to ring them for the refund numerous times and still waiting at the time of writing this. I made contact with BY Opne Reach who advised me to request the engineers report ( he clearly told me at the time that it was their line not my equipment). When I did just that, finally they agreed to refund the charge but still waiting. Bottom line: they will promise anything until they get your signature on the dotted line. The staff in the UK are very good but once they transfer you to "Technical" you can forget of any sense. In my case I feel like they induced in the contract under false pretences, promised something they could not deliver. AVOID AT ANY COST!!!!!

I've had standard broadband with them for over a year without any issues. I moved homes on the 30th September and I notified EE on the 12th September that I would be moving and would like to update to Fibre at my new address.

Phone line wasn't working and a BT engineer attended on the 22nd of October to discover that the line was dead. He had to change the wiring on the inside of the property.

First issue is that EE did not log this on their system. Everytime I called I got a "computer says no" type of response. After the engineer attended, broadband was up and running - great.

Beginning of November I notice my broadband speed is still very slow. Nothing like the 38mbps fibre I signed up for.

Called EE and asked them whats going on. They told me my upgrade was rejected because I had moved homes at the same time.

On the 11th November I finally spoke to someone who seemed helpful. Told me they've finally put my order through (I even received a confirmation email on that day stating that I had upgraded)

Two weeks later my bill arrives and they've charged me £50 which was supposed to be FREE. It even says its FREE on their website as of today - 24th November 2014.

I called EE to dispute the charge as this was never discussed at the upgrade date as the package said it was FREE and still is FREE.

That issue aside, told them I'm still not receiving Fibre speeds as promised (I'm getting about 1.2mbps) and they keep repeating themselves "it shows it went live on the 10th October" which was IMPOSSIBLE as there wasn't even a working line at the property before the 22nd!!!

Bottom line is their customer service is appaling. I've spent 56 minutes on the phone to them on a blinking Monday morning and still haven't been able to resolve this.

The only thing I managed to sort out was the £50 connection fee, and that was only waived because I proved that THEIR OWN WEBSITE states that it is FREE for new and existing customers.

Do not get drawn in by their supposedly low prices. You will be paying them in your time, frustration and anger once you sign up. Stay well away for your own sanity.

Very unreliable
Very poor customer service

I have had three different broadbands this year; BT, talktalk, and EE. Changed over to talktalk after I moved house and had no problems whatsoever, however I found a fibre deal with EE broadband and switched again. Worst mistake ever, sped dropped from 34 download speed to 12. Customer service terrible with awful quality phone lines, will not phone back when they say, and tell me to change the channel which I have done countless times before and doesn't make any difference. Would not reccommend this to anyone. I'm now back on talktalk (fibre) and service has been much improved