EE Home Broadband Reviews

I don't usually bother with reviews but when I seen the deal with EE I was a bit disheartened to see all the bad reviews. I went ahead anyway cos it was only for a year and I was going from paying £30 a month to £2_50 a month. Decided it was worth a punt plus I had terrible service with BT and wasnt that happy with them. I'm so glad I did, we've had no problems at all. We watch Netflix every Saturday night and we've never had any buffering. The speed seems the same, can't see any difference. Job done and it brings a smile to my face every time I see my bill. Just looked at this months and its £3.16 with my phone calls. I had to phone customer services to ask a question at the beginning and they couldn't have been nicer, it wasn't a foreign call centre and the guy was really helpful. Anyway I hope this review will help someone to make a decision, its not all bad, think maybe people are more likely to review if they've had a bad experience.

I wouldn't even give EE one star, they are the WORST broadband provider I have ever encountered. Speeds.... There ain't any it was better 10 years ago with dial up, frequently lost connection and down for periods of time, call after call to the 'customer service team' who are rude and have no customer service skills what so ever. Have cancelled with them twice now and they are still taking money out of my account. Have called and apparently they have no record of my call??? However after I complained and spoke with a supervisor they found my call however could not understand why it had not been cancelled the first time and tried to charge me again! I think not! After canceling yet again I received a letter confirming the cancellation and what to my suprise they have just taken money out of my account again!!!! I think it's yet another call that's the third time I would have cancelled with the rudest most incompetent 'customer services' I have ever encounted. Please never go to EE I have now transferred back to Sky who are great!

Disgusting service!!! Signed up for half price for the first six months of fibre.....get the first bill and am charged full price. Calmly call thinking they will see the mistake and sort it........get told to basically prove that was the offer or pay!!!! When asked why the confirmation email isnt on the system to verify i got told it was up to me to prove it not them. The billing department cant see the online offers. Same agent suggested in future i call and not sign up to offers online. When i pointed out online offers are usually better i got told that was my opinion. Really annoyed that some idiot has refused to help me and had the cheek to tell me she was providing the best possible service i just didnt understand that its not on the system and they cant just give stuff away!!!! What the f**k cannot believe how bad they are. Call backs from senior managers also take four working days.......most likely so you get fed up and pay!!! Steer clear...if you cant contact ofcom and raise a complaint!

Joined in August for fixed broadband line (coming from SKY). Worst decision ever. Uptime is awful. Speeds are a fraction of what was estimated on my line for fibre. Engineers have been out three times and the customer support is none existent. Takes about half an hour to get through the three waves of customer service agents before you speak with someone who can help you... All the way through you have to suffer the non-stop, rehearsed empty, patronising apologies of trained CS monkeys.
My broadband has been disconnected for SIX count em, 6 days now and I have had no answer despite calling up twice a day. They keep telling me there's a fault on the line and someone will call me back, nobody ever does.
Cancellations are just shrugging and saying yeah fine you can leave but they won't refund my line-rental which was paid up front.
Honestly never experienced worse service.
All I can say is steer WELL clear of this one.
(Liverpool Area)

Should be no stars for this lot.Have had an intermittent fault all the time I have been with them. Call centre in India is useless as they just say we want to do more tests even after they have sent the wrong engineer out.Don't seem to want to get Openreach involved when it is them I need to fix it.Faults team don't ring back to arrange appointments. They just make you agree to pay £60 before they will book the engineer. You really don't want the hassle this lot will give you.My contract ends soon so I will change then.

Never before have I dealt with such an incompetent, rude, disorganised and pathetic excuse for a 'service' provider. Two months after entering into a contract with them, they are still failing to provide any connectivity whatsoever. Their technical support team is rude and uncooperative, interested only in getting you off the phone. I've been hung up on more than once and often find them to be happy to defend their terrible service.

The 'second level' technical support are just as bad. Calls are not returned, you can it thought to speak to them yourself because 'they are too busy to talk to you right now', and when the elusive, mythical engineer appointment appointment is finally allocated, he doesn't even bother to turn up.

So, two whole months on, I am stuck in a contract I cannot get out of, not once have they provided any broadband service whatsoever, and now I'm told they won't cancel the contract unless I pay them £260.00.

They are thieves, liars and time wasters. Please please please do yourself a favour and go somewhere else. I wouldn't recommend EE to my worst enemy.

We joined EE, when it was Orange. Straight away we had issues, contacting the tech team was a pain, and constant disconnections during phone calls. Having to ring again, and go through all the information, explaining the issue over and over. No one would admit there was a problem.
Eventually we gave up as we thought we were "stuck" and we had a newborn baby by this time. So we rarely used the net. But when we came to renew, we were informed fibre was amazing. And it would FIX all our problems, and that if I rang this number I can talk to people who were able to deal with it all better than before.
Stupidly stayed! (We did have a newborn...) Problems persisted. We were continuously disconnected, Tried emailing, complaining, ringing. Got no where!
One guy told me to ring BT to get them to sort it, when I was with EE?! BT were as baffled as I was when I rang.
I sent 5 complaints to them, only 2 were responded with "Ring this number to sort this issue" Which I did, and got no where. They refused to admit there was a problem, and when they did admit there was a problem, they never rang back when promised.
Worst service ever!
Seriously! I was on the phone 2-4 times a week for a month, trying to sort this. and emailing during that time and afterwards. Gave up ! And hope my time with them will end soon!

Shocking. Extremely slow speeds and sometimes it grinds to a complete halt. I put up with it as they have a very good unlimited anytime call package that goes with their broadband, but I've had enough now, I'm changing suppliers. Their technical support leaves a lot to be desired. Poor/non-existent communication skills and beware if you are speaking to someone and the clock hits 11pm - the line will automatically go dead. Download speed currently clocking at 0.03Mbps, upload speed of 0.01Mbps and I'm in London. This is the 4th or 5th time this year this has happened. I can't work from home tomorrow now with such slow speeds, have to go to the office. Oh well. Do yourselves a favour and avoid EE broadband at all costs.

Having been a customer of Orange since there inception and never had a problem with service or their amazing customer service, since the merger or whatever it is with EE it has ALL gone horribly wrong.

Both Mobile and Home Broadband provision
customer call centre staff dont appear to know what they are doing and cant understand half of what you say. Managers of technical support that give you a customer complaint ref number for them to never make contact with you again because the one call they obviously feel obliged to make is sufficient for their records even though the reason I couldnt talk right at that moment was... oh yes I was working!!!!!

My issues with EE???

3 months + of intermittent slow and completely non existent internet access. Tech support have tried the old 'Oh its the line, you need to get in touch with your telephone provider'. RUBBISH!
It has nothing to do with that at all.
My landline is fine, noise free and thus has nothing to do with the service that you are NOT providing!

And good god, if I'm asked to turn my router off and on again once more!!!!! Grrrrrrrrrrrr
I feel like I'm on the set of the IT crowd. This approach seems to be the only technical prowess this company possess.
Three months of crap service no offers of compensation.
Well EE its all coming out on here now and to anyone with the slightest idea of signing up to EE home broadband, DONT DO IT, YOU'LL REGRET IT.

And whilst Im ranting their mobile provision has sucked since this EE merger too. Appauling 3G signal at present, and you want me to take up the limited 4G signal that you have???

'You cannot be serious' to quote J McInrow

We are the largest supplier of 4G? Well lets be relative to the coverage over the uk that you provide. That is only relative description to that of your competitors NOT the concept of idea that your network coverage covers large swathes of the UK. Because it doesnt!!!!!

Good bye EE. With a tear in my eye for the good old concept of great service backed up by a fantastic team of uk customer service staff who would bend overr backwards for their customers Orange.

EE stinks!!

Terrible. Moved in to a new house. Requested a line activating. After two weeks of waiting I had heard nothing. Apparently they had problems changing the line over. Rather than let me know they did nothing. I'm waiting to cancel the order as we speak.

just awful - when signing it said speeds of 7.6 but actually it's less than 2 - 12 months of rubbish broadband - will also report EE to ofcom as their website is deceitful

Recently moved house no broadband after 6 weeks just empty promises and lgnorant staff bunch of useless cowboys

Broadband and phone line not activated. I have been on the phone for over two hours most of the time being on hold.
Ineffective and uninterested consumer service, non existent technical support.
I asked for a refund as EE did not deliver anything. I was told that my cooling off period was over. Please note that the cooling off period starts when you sign up, I learnt. However it takes approximately 3 weeks before anyone does anything. So you wait for 3 weeks, lose the right to change my mind and got charged in excess of 100 pounds for leaving a service that was not provided. I am taking this further legally. Avoid.

Probably the most embarassing company to claim its excellence with its services.

We have been waiting since the beginning of October and every time we call at the end of the proposed time EE issue to us a statement that it will be up and running in x amount of days, it never is.

They are so unhelpful and will not take full accountability, of their disastrous work effort and rate. An absolute shambolic experience and I will never go to EE after this contract.

Nightmare of EE Broadband. here is my story:
Horrifying experience. While upgrading my mobile package with EE (with a nice sales person called Stacy) she suggested I take EE home broadband, i agreed (around 4pm on 6 Nov 2014). When i got home and read the bad reviews I immediately called EE on 150 (at 6:20 pm on 6 Nov 2014) to cancel the order, I was advised to call the following day and speak to cancellation team. on the 7 Nov 2014 at 12:20 I called EE (I was on hold for 25 minutes) Tom answered, I told him the truth (big mistake!) about wanting to cancel because of the bad reviews. he then changed his tone and i felt as if he was interrogating me for at least 15 minutes, he sounded very upset that i changed my mind and refused just to cancel the order (i kept telling him that i am with in my legal right to cancel within the cooling period of 14 days without having to give a reason) but he kept insisting on asking further questions on why did I go back using the deal offered by EE to get a reduced price from BT. eventually the call terminated (he may have put the phone down, i am not sure).
At 14:11 on 7 Nov 2014. Just to make sure, I sent a text to Stacy (EE sales person) requesting cancelation of the order of home broad band.
At 15:19 7 Nov 2014. I received a text from EE asking me to call 08000790283 regarding home broadband.
At 15:40 I called the number, spoke to Richard, when i told him what i went through with Tom, he replied the order is not cancelled yet because the call was terminated. He insisted that I should speak to cancelation team again and cancel the order and that he cannot cancel it (Richard's favourite words were ''you are not listening to me, you need to call cancelation team'' which he kept repeating to me ). As a matter of principle I refused to call cancelation team again, due to the expected long waiting time, he agreed to help by trying to get through to cancelation team and put me through. about 20 minutes later, Richard called me back saying he cannot get through to them.
At 16:01 I received a call from Stacy regarding my mobile upgrade, I mentioned what happened, she promised to get in touch with the cancelation team and ask them to call me.
At 17:50 i received a call from Gary, from cancelation team, he had me for 11 minutes refusing just to cancel my order until finally agreed and cancelled it.

Switched to ee 21 days ago, still waiting for the service.... After 7 phone calls and an average time spent on the phone to customer services being 45mins each time have been told they have to cancel my current order and place a new order that will take another 7 days. On the up side they did say they won't charge me for the last 3 weeks of service !!!!!!

Poor Network, bad customer service, buffering broadband
AVOID AVOID AVOID
I was with Orange for over 10 years, when I came to upgrade was persuaded to move to EE the ""best and fastest network around"" I also had my broadband with Orange and that too was moved to EE, For the first 3 months I have spent more time on the phone to customer service regarding several issues for both phone and broadband (which is fibre). My FIBRE broadband is slow when using on my phone sat in my lounge, You tube takes ages to load videos, and there's only me using it at the time. I had several letters saying my bill had not been paid yet I had always paid by d/d only to find two accounts were operating so I had to give my details again, only to get a text the following month to say it had not been paid again!! guess what they had cancelled the wrong account!!!! I am now stuck with them for a damn year. I do not recommend them at all I wish I had stuck with Orange!!!

The worst Customer Service I have experienced in my whole life. To get my phone unblocked I had to try to call them 6 times. After making me wait 1 hour for my call to be taken by an operator, the line fell so I had to call again. Not to mention that I could not use my phone for over 2 weeks now.
For a £40 monthly fee, I was not even able to use my phone after a reasonable time. Not to mention that in the EE store (I tried the one on Strand), you must be lucky to find an operator willing to help at all. I had to go back during another shift to find one who called once again for me.

We recently moved in to a new house, we asked EE to set up the line and install BB and they were more than happy to oblige. This was in early august, by the end of August we had to phone them to track our order only to get a very short reply of it is being sorted and you have your box so please wait another few days. Weeks this but still nothing.
We waited another three weeks and still nothing. I phoned them again and by the way you generally are on hold for about 40mins at best or worst three hours , I plan my day around this and carry on as normal..
So by this time we were annoyed at best. The kind lady said to us that we should have had a call to tell us about a problem with the line. They did nothing of the sort. She proceeded in telling us that we would have our line by the end of September.... I replied with this is unacceptable but there was no way of changing this.
Stupidly we waited for this magical date when our internet and line would be live with baited breath, it did not materialise . On the 28th September. Full month since my last call they told us that there had been a delay and they would be delighted In connecting the line on the 18th december this year. So something positive, it would be this year at least! I have since left EE even though they offered me 30quid for the trouble and a token gift of two months free internet which as you guessed at 2.50 a month is not enough! Go for reputable firms not something that touts itself as something that it clearly is not. The worst company to deal with and get answers from hen all you need is a simple courtesy call. Very poor and avoid like the plague!!

I switched to EE as I was having problem with TALK TALK. The presentation was great: good salesman, UK based call center: so we signed.

We left as EE turnt out to be worse than Talk Talk.

BROADBAND: it kept dropping out and the speed kept dropping. After 6 o clock and on weekends, we were not even able to stream movies. We had to call Tech Support each time and after going through their painful troubleshot procedure (which include checking the same things every time despite having checked already 20 times) the speed was back to normal only for a few days - then again painfully slow.

CUSTOMER SERVICE - although their customer service is UK based, when you go to TECH support the support is based in India or Pakistan. There is nothing wrong with that, as long as it is but the line was bad and there is a 2 second delay which makes talking really hard. We had to scream on the phone and sometimes was really hard to understand each other.

So...not a good experience for us :)