EE Home Broadband Reviews

Absolute Nightmare. Lost hours trying to sort out basic issues. Booked of a day for a engineer to come and install a line that never happened. EE wants to charge a disconection fee for a line that was never connected! Would rather be eaten alive by sharks that deal with EE again.

I switched from Sky to EE as a cost saving initiative. This is the 11th day that I have been an EE customer and I still have no internet connection. My experience of the company thus far is not a very favourable one. I have been passed around from person to person and the majority of people I have spoken to do not seem to technically understand the problem. They would appear to have a series of checkboxes to tick and very restrictive boundaries to work within. I have had numerous promises broken from EE and even the phone put down on me after insisting (in an agitated manner but not abusive) on speaking to a manager. Now, after being told that I would be entitled to free cancellation when I mentioned I was going to switch to plusnet, EE customer services are disputing this saying that I would be liable for a cancellation fee of over £100.

The link below details all my interactions with EE. Apologies for the emotional tone but as you can appreciate this is incredibly frustrating for me and my family who have been unable to complete their half term holiday homework thus far.
https://www.evernote.com/shard/s53/sh/25ef246a-0615-4b55-8bb9-3ac864398224/c608ca0edfebea813a66e15ef958248d

the problem with Orange is that their customer service is diabolical. Up to 35 mins to get connected, if you get through to the wrong department expect a further long delay to get connected to the correct department
Promised actions seldom materialise.
Phone calls not returned etc . Staff not trained correctly.
I could go on.

Anyone thinking of signing up to EE home broadband?

Don't bother.... unless you like the sensation of pulling your own teeth out with pliers whilst simultaneously stabbing yourself in the eye with a pencil!!!!

I do not recommend EE. Started having problems with service after 3 days of connection and still not a solution. They lie to you in the phone (giving you misleading information about when they will provide a solution), do not offer any compensation and if you say you want to leave because you are not receiving the service then they threaten you with a fine.
I am stuck with them for a year now....hope you have better luck and choose a better company

We live out in the sticks and have a poor line we repeatedly call EE to get them to send an engineer to sort our line as voice calls break up and sound like there underwater, our fiber speed ranges from 2MB/s to 6MB/s.

once when the open reach engineer visited he said he would put a complaint in against EE as should not have put us on a fibre contract in our location.

he was sent to do a line quality test from the premises and said we're in the dark ages here :)

trying to tell this to EE they refuse to change the contract to ADSL and insist its our modem/router thats the problem. there idiots we are two miles from the cabinet so can't use fibre I told them this when signing up and that i wanted there standard broadband deal but they put us on fibre anyway. trying to get this fixed with there customer service idiots is impossible. there staff have no idea how thing need to be done they just keep asking you to reboot the router connect it to the test socket.

all i want to do is change my contract or cancel it

I've spent hours on hold at times and had the joy of being passed from desk to desk for no reason only to repeat every bit of detail again and again.

Months ago we get call from EE about brodband my wife told guy that she need to talk with me about switching from Virgin. Days after we received txt on EE mob / loosing signal everywhere or no signal at all/ that we will be connected in few days!!! We didn't agree to switch!!! Finally after calls to EE and Virgin we managed to sort it out. This month we moved to new house in Loanhead we couldn't get Virgin in this area so we decided to go with EE. Guy on phone told us that we will be connected in 5 days. After 6-7 days I call them asking when someone will come to set up router and to check connection. They told me that we will be connected in 14 days and they will send router next day! They provide tracking Nr. In next few days we checked tracking and it says that router has been delivered to letter box 9.55am I check CCTV from my front yard and no one been even near my doorstep that day so I give them a call. I spoke with Asian man and I didn't understand a word he said!!! I'm not native British but my English is good enough. So we call them again and they started with standart bs like did u check if someone bla bla bla... I told her that we have cctv around property. She told us that she will dispatch new router imidiatly and we will get it in 48h! / so it's possible!?/ router arrived within 36h and this last Friday of the month after over 20 days nightmare we received txt that we are connected and guess what? No signal in line no internet connection!!! Numerous calls and problems not fixed. Just a moment ago I have had call from +44 7973 100194 And guy said that line is cracking and he hang up. He called on EE mobile phone iPhone 5s . I'm waiting for my wife and we will cancel this brodband landline and mobile phone and I do not take anything from that company in the future. Pls stay away!!!!!!!

This is not a service it is a shambles. I have been having trouble understanding the support team. I have had the service for 5 days and not been able to access the internet. I have been told 3 different things by 3 different people from the support team. I have to wait 10 days for it to work properly! If I want to cancel I have to pay charges for something I've not had. I am not happy with this service. be warned you can never get through either.

Worst network provider ever. Signal is terrible and couldn't receive calls, could only make them. Customer service is diabolical. Avoid at all costs.

EE customer service is abismal! Had to wait nearly 2 months for broadband to be installed. The first problem was due to EE not being able to transfer the number however I was not contacted to tell me this! The 10 working day connection period then had to be reset for installation as it was a new order. This happened again and I was the one who had to call. The staff had no power to do anything and put the phone down on me! I wanted to cancel but by now didn't want to waste time with waiting for further connection times The final issue was they inputted my name wrong which stills shows wrongly on my statement. Broadband is adequate if not a bit slow. Overall you get what you pay for.. its cheap for a reason.

The Ee customer services team are shockingly rude, the cancellations team are as bad, I'm sure they keep customers by infuriating you to the point of madness so you hang up to save your sanity! I am pleased to say in 14 days I will no longer be their customer, my advice, avoid!!!!!

WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!!!
I have been an EE customer for a year. Broadband speed and reliability for me were mostly ok, but then I moved house (still within London)....3 weeks later I still have no landline phone and no broadband. I have spent over 2 hours on the phone (at my cost) trying to find out what is going on - most of this is spent on hold, or being asked the same questions over and over by call centre staff who clearly couldn't care less. On one occasion when I spoke to the call centre late one evening, the man asked me to hang on after answering, then cut me off when it reached 11pm without saying a thing! I have spoken to more than 10 different people and received 10 different answers. On two occasions I was told they would look into the problem and call back - they never did. On one occasion when I did get a call-back it came from a BT helpline number! All in all I would AVOID EE - the customer service is SO useless and rude that if anything goes wrong you'll end up paying as much to solve it as you would by taking a slightly more expensive package with another provider.

TerriIble service all round. Fobbed off by customer services when you can finally get through to someone, usual hold time about an hour. Billed incorrectly and despite being assured before I agreed to switch that my broadband changeover would happen within hours I ended up being without broadband for 11 days. Would not recommend.

I'm a customer of EE, but problem with them was when they wrongly instructed TalkTalk to close my landline as n EE customer. Doesn't seem any way to get through to EE.

EE seem to be going from bad to worse. I renewed my contract about 4 months ago when the internet connection was slow and they said that things would improve. Things have got worse and I'm now waiting ages for pages to load or I get connection lost messages. On the admin side they have not sent me e-mails to my revised e-mail address although this was done at the time of renewal. Okay to Bad to Worse!

DIRE.. is the only word to describe EE's broadband. Sold to me as 20meg..actual speed 3 meg!!! How can a company be allowed to miss sell like this? First day of receiving this rubbish I was on the phone to them for 2 hours! This was continually being transferred between departments in India, most of the conversations were lost on me as I had no clue what they were saying! Basically I want out after less than one day but I have to wait for 10 day resolution period for miss selling. This company should not be allowed to trade, they are a disgrace.

I was talked in taking EE's broadband when I rang to upgrade the mobile phones on my account. I decided to take the fibre package, it worked out cheaper than the current a Sky package I had which wasn't fibre and was supremely slow.
While it doesn't work 250m from the house, as promised, I am very happy with the service we received and with the product so far.
There was a one day delay in our fibre going live, so we were without internet for one day, but were at work anyway for most of it and as EE had given me a 10GB boost on both iPhone tariffs for taking the fibre package, we had that anyway so it was all good.
The fibre went live the next day, rather late on and I had to call a couple of times to get it sorted. Was actually dreading it after reading the reviews on here (after I'd ordered the package too - made me feel like cancelling it!)
Anyway, I spoke to a total of three technical support guys over two phone calls, two were English and one Indian, all three were extremely helpful and knowledgable. The fibre when it came on that evening was so fast that my husband and I couldn't actually believe it! It's been a couple of weeks now and the speeds are astonishing, downloading hour-long episodes of an American TV series that I watch used to take about an hour each and now they download in about four minutes. I am a very happy customer and would recommend EE's fibre package to anyone.

I'm going to be honest. This is my first review. I have been on EE for a while now on my mobile network, i thought i'd try the broadband out as I wasn't with an internet provider. It took about a month to set everything up. I'm averaging speeds of about 5-7mbps download, 0.5-1mbps upload and my ping is around 20. The only fault I can find is the internet speed. I haven't had to contact customer support after it was set up. I am myself a gamer and a network technician. Internet speed is important too me also. I have no jitter and 0% packet loss. Streaming video's doesn't seem to be a problem unless trying to view in 1080p. If I do disconnect it's due to DDoS attacks on my network.

We've just switched to EE and haven't had any DSL carrier signal on the modem since the switch. Customer service took 50 minutes to reach the first time, and their response was to "Try again in the morning". They didn't seem equipped to deal with the problem.

When I tried the next day, I was met by a recorded message saying that EE was having problems generally, and so the phone lines were overloaded, and to try phoning back later if possible.

in the days of Orange, they were the best.. now, they are even worse than 3, and that is saying something!!. I have a fibre connection, and currently I am getting a P2P download of 180K, the phone now doesnt work in my area (weak signal). I dont know what they are doing but if they want to keep any customers the better sort it out, an QUICK.