EE レビュー 2,257

"Disgraceful service. I informed EE that I am on Universal Credit and have two small children. Instead of offering me the legally required Social Tariff (£15-£20), your agent tried to force me into a 'discounted' plan for £46.99 and told me I couldn't switch until my contract ended. This is false information and against Ofcom guidelines. I want a formal response and a switch to the BT Home Essentials social tariff immediately without exit fees."

I have EE full fibre gigabit broadband but have dead spots and signal drop outs repeatedly in certain parts of the house (never had it with Virgin). It appears this is because the open reach installer didn't place the router centrally in the house. Apparently according to EE it is my responsibility to make sure it's in the right place (not the trained wifi engineer!). So now its a chargeable call out to reposition the router OR £5/mth to have 3 large network extenders added (unsightly and a cost). When I tried to escalate this the first time the manager cut me off without warning On the second call they refused to escalate the call. All in all a complete lack of accountability. I am paying for a service I am not receiving because of EE's contractor - Openreach

Msg recv’d 1425 hrs - 2026.03.23 “[Reminder that We're sending an engineer on Tuesday 24th March between 8am and 1pm.]…[NOTE: Cut off for any changes is 4pm the day before appointment]” -- Msg recv’d 0739 hrs - 2026.03.24 “[automated update on fault]…[We need to send an engineer to fix your service.]…[If you already have an appointment (SEE PREVIOUS) you can ignore this message]”. -- An appointment was made by EE and not cancelled within the stated time frame. NO notification of any cancellation was provided, AT ALL. A customer was left waiting around for 5 HOURS - as EE INSTRUCTED. At 1300 hrs (1PM). The engineer had not arrived. EE was called 24/03/2026 13:11. Spoke w/ representative (Kaj?) who was very polite and patient. They escalated a complaint, initiated a refund (£31.19) for the missed appointment, and advised that no technician would be arriving. The representative did offer another appointment which the customer declined (not wanting to waste another entire day). NO explanation of the outage was provided. This was immensely disappointing. Though the representative was great, this treatment by a “reputable” provider is inexcusable. They claim to have been voted best in the UK, who was casting the votes…? The customer will (with the assistance of persons who care) be researching other potential service providers (it is sincerely hoped that those providers will see, take note of, and (if they wish) share/publish this review.

I no longer know what I'm paying for but I'm now paying a lot more each month as per my bank account. I can log onto EE but I can't see my account details or acc number.
I'm 78 and only use my mobile phone as an emergency phone.
My two year contract is ending; I have Broadband; TV & Landline with EE? I'm all mixed up; initially I signed up with BT then EE became involved; BT was excellent but I can't make sense of EE at all; when I log on I expect to see my bill but I can't even see my account number.

I'm supposed to download the EE App? I've tried but how do you actually download it; all I see are boxes; Manage/Shop/Get Rewards but I don't know how to download the app; this is a terrible site to navigate.

If I phone not using an EE phone will I end up with a barrage of questions when I don't even know my account number let alone what I'm paying for?

I'm not a four year old tech wizz kid with a mobile phone welded to my ear.

I've absolutely no problems with the services but I now have a major problem due to my contract ending; I know I can easily get Broadband from a number of sites at around £24 per month but I no longer know what I'm paying EE.

Three stars awarded because the service is excellent two stars dropped for terrible log on which is useless.

I can't do with this hassle; I might just switch?

UPDATE.

I finally gave in this morning and phoned EE from my landline; the guy at EE was brilliant and had a great deal of patience; EE are only geared up for mobile phones hence the problem trying to download their app; it wouldn't download onto my desktop computer hence I couldn't access my bill details. 6 pin numbers later EE timed out but I was informed to log on in 30 minutes when I'd receive another pin number in order to reset my password.

WOW it worked; I can now access my account/bills on my desktop; unfortunately I now find I'm paying double when I can obtain broadband as a new customer with another supplier at half price. What caused all this hassle was an email I received from EE stating I could upgrade my package; I thought my contract was near the end so why make a contract for 24 months then EE want to change it half way through; to me a contract is a contract to be honoured by both parties; I admit I'm a dinosaur and I've no intention of taking a UNI course studying mobile phones.

Today is the first anniversay of my wonderful wife passing away; after all this I then received a scam phone call saying from Virgin Media.

Is it me or is the world mad?

so when we first got bt before they emerged was brilliant as the previous provider was terrible but since they merged this has been the worst pair up you could imagine... Everyday multiple resets , and the internet dropping to 0.12 kb download and they blame it on multiple devices even though 1 device is connected during this period and even when there is multiple it has zero issue maintaining the speed properly up until recently when it has been horrendous they tried blaming the speeds on an ethernet cable yet i have a gaming ethernet cable which cost a bomb lol and is in great condition truthfully can not wait for the instalment of youfibre to be in the area to get 1000mb download speeds consistently for less a month ! this is absolutely shocking and if the current provider now thinks ill be continuing payments too they can take me to court as i have been logging the technical logs and the insane amount of times this garbage has dropped below the guarantee and i will win as i have the evidence to support on top of the countless online chat assistant help , and calls related to the issues i have with them I would STRONGLY ADVICE GOING ELSEWHERE RATHER THAN HERE

Moved from BT to EE, huge mistake. Everything worked with BT, no issues for years. Moved to EE and constantly issues. Issues with the app to control devises. Issues with the broadband, I have to restart the router multiple times a day, it just drops all the time. I was promised I wouldn’t notice a difference if I moved. Absolute lies.

We were forced to move from BT to EE and promised installation would be effortless, with the new hub being placed where we wanted it. RUBBISH! When the engineer called to do the work, he wasn't prepared to listen to any concerns I had, regarding siting of cable and hub, or where I would like the new cable to come into my house. He just went ahead and put it where he wanted. I got the impression he was just to lazy to put it where I wanted. Terrible service!

I was forced to move from Plusnet to EE, on the 20th Feb, it's now 21st Mar, because BT refused to allow original Landline phones with FTTC broadband packages on Plusnet anymore.
(Nothing wrong with Plusnet service or it's website).
Transfer to EE from Plusnet was seamless, and phone worked within the hour now using VOIP via the EE router, and still keeping our original number.
All okay so far...............
But, despite several emails telling me I can login into the EE website, to view my bills, it is physically impossible to do so.
The EE website accepts my email address and password okay, but then tells me - WE CAN'T LOAD THIS RIGHT NOW, there's a problem getting to you. try again or get in touch if it's urgent. -
I've phoned EE to see why this is so, the Customer Service Rep said something like, well that's the IT department for you !
Even they don't reckon the website is of any use !
Come on EE, I'd like to see what I'm getting charged this month, and download the bills.
If Plusnet could manage this easily enough, why on Earth are BT pushing EE down everyone's throat, when they can't even operate an accessible website !
i.e. USELESS WBSITE.

The worst customer service I have the misfortune to have to deal with. The team Leader called Leah said she was taking personal charge of my complaint said she would ring me the day after I had full fibre installed. I missed the call got a text messsge saying she tried to get in touch but would ring the next day before 6pm. The call never came rung we again the person said he would get his team leader to phone me with in the hour never happened. Total waste of time avoid ee like the plague.

I was moved from BT to EE without any consultation. At the end of the contract term I contacted EE to say I would not be renewing, despite this, they still produced another bill for the month ending the contract. I rang them again and was told this had happened because of a cross over? I've now received a final bill of £1.06 outstanding from the bill they issued after I ended the contract?
I feel that I have had a lucky escape.
Here is a tip for EE and BT - if you are in the communication business - make it easier to communicate - the rest of the world have things called "e-mails" - you should look them up!

I was contacted by EE about the price of their BB I Stated it was too expensive and said that I was a BT customer being forced to change to EE so shouldn't be charged more than a new customer I was promised I wouldn't be charged anymore than a new customer. My quote was £34.99 and they promised that was the cheapest offer for new customers 2 WEEKS LATER ON TV EE BB IS ADVERTISED AS £25.99 I feel totally ripped off and they wander why I don't like EE absolutely scandalous they lied to me its as simple as that.

This is an appalling service. It is very difficult to find someone to talk to; you are presented with a range of chatbots answering questions you aren’t asking. If you do manage to get through and talk to a human being, there will likely be long delays. This service is in urgent need of improvement.

EE Sales will tell you anything to get you into a contract and then not fulfil their side of the agreement. I had been with BT/EE for over 10 years until EE staff just completely back-tracked on everything we had agreed. I managed to cancel the contract within the 14 day cooling off period, be aware. BT were completely trustworthy, EE staff just lied and deceived me.

Pants, it used to be ok when it was BT, but lots of issues now, TV can't update and difficult trying to use iPlayer, can't find programmes.

Great service never had any issues with the internet.Speed as promised. Now have 2 mobiles and internet and great value can recommend

My EE broadband went down last Friday morning 13 March. It is now Tuesday 17 March as I write this. Initially told it would be fixed in 48 hours -that would be by Sunday night. Then text tells me it will be sorted my 19 March. Called today and inform an engineer has been assigned today to deal with the problem and might be sorted tomorrow. So I understand it took EE 4-5 days to get an engineer. Cannot tell me what the fault is but my neighbour’s Vidaphone broadband working fine.
This is shocking and I would suggest anyone looking for a provider should avoid EE/BT

As someone staying in the UK for less than a year the EE wifi seemed perfect for the gap. However the service is so bad that it sent me packing to the local library.

No rhyme or reason to when or why it kicks you off - you could use it for 8 hours without an issue then all of a sudden you cannot stay on for more than 5 min at a time. No customer service access - no chat no email.

High cost low reward

One of the worst companies I've ever dealt with. Switched from BT to EE when my contract ended. They refused to send a new router and WiFi 6 discs forcing me to pay the same as a new customer for 4 year old hardware. They keep throttling the connection every week to the point where watching a YouTube video results in it stopping and starting constantly. And that's with a full fibre connection. Cannot wait for my contract to end in a few weeks time!!!!

Absolutely useless. My partner's father died so we transferred his account into her name. Simple process you would have thought, but no. First they disconnected the landline, then added loads of charges for switching things mid-contract. He died!! How can he switch things mid-contract? Finally got the extra charges removed and decided to not have a landline but now she's being charged for not having one. I've called them 20 times in two weeks with assurances that everything is sorted but there's still charges for non-existent products. Bunch of cowboys, no better than BT. Was persuaded to get an EE sim to reduce the cost of broadband, that's only worked for a couple of days and now she can't make or receive calls. Calling them is ridiculously difficult, they're supposed to be a communication company! Now going to cancel everything and go elsewhere

I had EE full fibre installed today, by MJ Quinn Services.
The engineer turned up 4 hours early, when only my wife was home.
The engineer left assuring it was all working, but it wasn't.
I tried to get help from EE but they just fobbed me off with excuses and said it's not their problem apparently they have no control over their own EE installations.
Now we are left with no internet and no form of resolve.