EE Home Broadband Reviews

Absolutely the worst service I've ever encountered from any company I've dealt with. Broadband connection regularly disconnects and have had some of the lowest speeds since they took over as my ISP

Shockingly rude call centre in Asia defending their disgraceful level of service.

Wanted to cancel but told I would have to pay a cancellation fee despite their terrible service.

I'm a very patient person, but EE's customer service is terrible. Received my router, confirmation letters about a week ago. Have only just received notice that, our order has been cancelled... No explanation, now we've been told we'll need to pay an additional fee to get a line installed and that it'll take another 10 WORKING days (two full weeks). We've been offered no help and no explanation. You really do pay for what you get...

Was a mobile customer and joined broadband. Plan is good however no response or after care. Logged the problem with speed 3 times and have complained as speed is only 5mbs. Worse service ever.

Had ee broadband since july!! States my area should get 17mbps.. Only get if lucky 3mbps! Which is a joke! Customer service are thick as say one thing an someone else says another.. Broadband is no good if more than 2 devices are connected to wifi as its slow!! Iv got now TV an keeps freezing.. Ask for upgrade to fibre an told £50 installation fee! Yea got no chance im paying that!.. But finally i called again an getting upgraded to fibre which the waiting time to be switch over is a joke! An havn to cost me extra £13 monthly! If fibre is good enough speed an can handle multipul devices il be happy! If not they can whistle! So far service has been bad! Only time will tell.. Oh i managed to get the £50 changeover fee free!!

Switched from Sky to save some money, bad idea.

The no-downtime was actually 12 hours with no communication from EE. One business working day gone.

We are currently receiving less than 50% of the speeds obtained with Sky.

Spent over one hour on the tech support line where we had to explain how broadband works because they did not understand even basic terminology.

Finally got them to increase the IP Profile Cap although we are still no receiving a good speed. Throughput is terrible. Online gaming and streaming worthless.

In conclusion:

Poor broadband service
Useless Indian based tech support who admitted to having no techinical training and therefore couldn't help.
General poor customer service.
Crap no brand router

Avoid.

Switched from Sky. Worst mistake I ever made. Horrible customer service. Tried contacting them regarding poor internet speed (could not even open a browser window-much less video call family abroad). Never solved the issue. Insulted and verbally abused by them. They wouldn´t let me cancel. Kept transfering me to tech service. Finally paid early cancellation penalty and back to sky. Should have never left Sky.

I switched from talk talk to EE, I was promised fast download speeds and fast broadband. The price for the Internet has increased where as the speed of the Internet has decreased, it has also become very unreliable to stream videos on such websites such as youtube. A game took 5 days to download where as with talk talk only took half an hour. When on the phone to customer service, they told me that systems were down causing everyone to have such slow internet and it should improve, but 2 weeks on I am still here with slow internet with promises By EE broken. I am severely disappointed in the service that I am getting, I am paying for fast fibre Internet when in only getting 2kb ps which is ridiculous.
As soon as my contract ends I will be leaving EE all together including phone providers.

Can't wait for my contract to end. The broadband speed is truly dreadful. We had no problems with our previous sky but being greedy we were tempted by EE's offers. I would gladly pay double to get a decent speed again.

I changed to EE from Primus Newcall for which there is not a low enough rating as far as I am concerned! When I was connected to EE I could not initially get broadband and spent several hours on the phone with the technical support team (all of whom were extremely helpful) culminating in a home visit from a BT engineer who had been told the job was urgent and quickly resolved the problem. Broadband speed is excellent but only just up and running so can't comment on reliability. What a difference from months of almost daily phonecalls to Primus trying to achieve a service fit for purpose . Thank you EE for treating me as though I matter all systems can have problems it's the way they are dealt with that counts.

Very poor service. I ordered this service and went through all the purchase. The lady said service will be up and running in 7 days. I later received a text that service will be delivered in 2 weeks. Still nothing. I called EE only to be told they got my address wrong and have being trying to reach me. REACH ME ON THE PHONE ION MY HANDS???? Never rang. I will also be taking my phone from Orange in a few months. This is a very poor service. I have been with Orange for 15 yrs but time is up with this EE stupidity.

I have been with EE for two years. At first it took them 3 month to install my line and actually got the broadband. When I moved Home I asked them to move my broadband, they told me it would take three weeks. On the day I was supposed to have an active line nothing came up. Ring them, after two days on the phone they told me they moved it to the wrong address (and some poor people lost their connection in the process). They offered me a month free and told me it would be up in two more weeks... I made the mistake of accepting. A week later they come back at me telling me they needed to restart the process and that the line would me operation in an addition 4 four weeks... In the mean time they offered a 3G dongle as a "solution", turn out to be a pay as you go one for which I actually have to pay. I finally resign my contract with them.

The worst broadband provider I have ever had the misfortune of using, unfortunately I cannot comment on the broadband speed as after waiting for 2.5 weeks, my phone line has finally been activated but the router does not work! Waited an hour on the phone to speak to someone and finally they agreed to send out a new router. Fine. However, they then transferred me to the billing team so that I only get billed once the internet is up and running (I.e. when new router arrives) and the guy on the billing team was so bloody rude! Kept insisting that the broadband was already activated and didn't even let me get a word in to explain that the router is broken and therefore I cannot receive broadband service! He then proceeded to shout at me when I told him to let me explain, and refused to give me his name. He then HUNG UP on me! I am completely enraged. Never mind the broken router etc, is this how EE trains their staff to speak to customers!! Absolutely appalling. And no, he wasn't based in India, he was British!

We bought the 38mb/s download & 10mb/s upload package from EE and 1 month after the installation date, have only 15mb/s download and 6mb/s upload. We have also had no working phoneline for the entire duration, 1 week delayed installation, intermittent access and several days with no service at all. Avoid EE and Openreach.

Absolute s**t. No internet since the it was installed. Been passed around indian call centres like a prat. Waited in between 6-9 for a call to "sort" problem, no idiot rang me. Just got off the phone to the prats now, guess what???? Wait for another call back! Dont bother with these clowns.
Cant even cancel contract coz its past 14 days. Took them over 14 days to come install so unfortunate for me i could not see how useless these tool heads are. Dont make the same mistake as many others. Go elsewhere

Broken promises and lack of communication. 6 weeks after signing up I still have no broadband service. It was supposed to take 10 working days. I've spent massive amounts of talktime on hold, whilst trying to find out what's going on.

Eventually I cancelled. A couple of days later I get a text telling me the phone line is connected. Now I'm being passed around from pillar to post again, trying to find out what they are playing at.

Awful service

All is well until the broadband goes OFF.
Then the "getting it fixed" contact to India is just a waste of time - after 3 days you then believe there is a problem - but only after threatening to leave EE then all seems to get fixed quickly. It is an absolute nightmare to A.) find the contact number and get through.
B.) Doing all the silly things with wires filters and screwdrivers - which kill time and NEVER FIX the problem.
C.) Getting through to someone that I can understand and are sympathetic (English).
I will never recommend EE to ANYONE !!!! And this is from a longstanding loyal customer!!

Disappointing. 3 weeks into the contract and my phone still doesn't receive incoming calls. Difficult to find a number to ring. No email or web form for contact so you have to wait on hold for ages. Not looking forward to problems I haven't realised yet. My advice - not in any way worth the few pounds a month saved.

changed from bt infinity to EE.connected on the 4th of september.good customer service unlimited phone calls 1000 minutes to any mobile unlimited broad band speed is as promised .40 pounds per month .router was very easy to set up better wifi signal than bt .very pleaes with thier service

I was with ee for 6months, in which time I had nothing but trouble. Super slow speeds, rubbish customer service and going round and round in circles. I had engineers sent out and the cause could not be found. They kept asking me to ring them and tell them the speeds over weeks. They never improved and in fact got worse. Fibre optic running at 2mbps ha!!! The internet kept cutting out whilst browsing. Films wouldn't buffer etc. They then charged me engineer fees which I had to get refunded by my bank. In the end I rang up and cancelled. They tried charging me £250 until I told them simply they were the ones breaching the contract and that they can send me a bill but I wont be paying it. I will be paasing it on to trading standards who will deal with it on my behalf. I was put on hold for 5 mins to then be told they would be cancelling it woth no further action and it wouldn't cost me a penny. I even got an apology. Still absolutely peed right off but can finally relax and get a better deal else where with a decent broadband speed.

Apparently, if there's a fault with your broadband you need to call them every day (and be on the phone with their Tech support over 1 hour) to claim that the service is not satisfactory.
Ass many ISPs, all good when there are no problems, just HELL when anything goes wrong. AVOID THEM.