EE Reviews 

Only giving 1 star because unable to log Zero. After being with BT for years I was told I needed to move to EE. At the same time as the move to EE I was moved onto a digital system and was sold 4 phones that were supposed to work with the EE modem. I waste more time trying to reconnect one or more of the Home Phone Plus phones to the EE Router than I care to think about. Two hours ago the line dropped on one phone and I am STILL TRYING to reconnect the phone with the router which is all of 3 inches away. One instance 6 months ago it took me a day and a half to finally connect. This is a re-occuring problem and given my time again I would not purchase these two items.

I’ve been paying over double the going rate for Broadband, when I was finally able to leave EE still charged me for the following month. £92!

I am beyond disappointed with EE and the appalling service I have received.

Since moving to my new address over a year ago, my broadband has never worked properly. Following a previous complaint, I was told that the issue would be resolved by replacing my router. At the same time, I was persuaded to sign a new contract and was assured that the service would run perfectly. Unfortunately, not only was the problem not fixed, but the broadband became even worse.

The internet connection is so unreliable that we cannot watch streaming services without constant buffering and interruptions. My son is unable to participate properly in his online tuition and study sessions, despite me paying significant amounts for his additional education. I am also unable to work from home because the connection repeatedly fails.

Most importantly, the poor broadband service has directly affected my ability to monitor my mother, who has Alzheimer’s disease and physical disabilities. I rely on internet-connected cameras to check on her wellbeing. Because the service is so unreliable, the cameras frequently disconnect.

Last Tuesday, my mother suffered a fall. When I eventually reached her, I found her lying on the floor covered in urine, which indicated she had been there for a considerable amount of time. Had the cameras been functioning as they should, I may have been able to identify the situation much sooner. While I understand EE is not responsible for my mother’s fall, the failure to provide the broadband service I am paying for has had serious consequences for my family’s welfare and peace of mind.

During my call with customer services today, I explained the difficulties I face caring for my disabled mother, supporting my son, managing my own disability, and trying to maintain work commitments. I also explained how difficult it is to repeatedly contact EE and spend hours reporting the same fault over and over again.

The response I received was completely lacking in empathy or understanding. I was effectively told that EE could not be expected to know there was a problem unless I continually reported it. This ignores the fact that I have reported the issue previously and that customers should not have to repeatedly chase a provider for a service that should simply work.

I requested to leave my contract because I am paying for a service that EE has consistently failed to provide. Instead of addressing my concerns, I was told I would face an early termination charge of almost £300. I find it outrageous that a company can continue charging a customer for a service that does not perform as promised while simultaneously threatening substantial penalties if the customer wishes to leave.

To make matters worse, I requested that an official complaint be raised, yet it appeared to be dismissed almost as quickly as it was opened. I still have no confidence that the underlying fault has been resolved, and at this stage I have lost faith in EE entirely.

What makes this particularly disappointing is that I have been a loyal customer for decades, dating back to the One2One and T-Mobile days. After so many years of loyalty, I expected far better treatment, better customer service, and a genuine effort to resolve a long-standing problem. Instead, I have been left frustrated, ignored, and trapped in a contract for a service that fails to meet even basic expectations.

I am requesting that EE urgently review my case, properly investigate the ongoing broadband issues, and allow me to leave the contract without penalty if the service cannot be delivered to an acceptable standard.

I also believe EE has failed to provide broadband services with reasonable care and skill and has failed to deliver the level of service that was promised when I renewed my contract. I entered into a new agreement after being assured that the ongoing issues would be resolved with a replacement router and that my broadband service would perform as expected. Unfortunately, this did not happen, and the service has continued to fall below an acceptable standard.

Given the length of time these problems have persisted and the unsuccessful attempts to resolve them, I am requesting the right to leave my contract without any early termination charges or penalties. It is unreasonable to expect customers to continue paying for a service that consistently fails to meet the standard that was promised and paid for.

My experience has been extremely disappointing and has caused significant stress and hardship for my family.

Not the best broadband I have had.
Swapped from BT to EE, wish I never had...
Same kind of package, but I get connection issues and buffering circles on appliances and electronics being not in range. I Had BT for many years and never had any issues.
Feel let down and will be going back to BT, even though they are partners.

Broadband was ok for most of the time, but became unusable with frequent drop outs & had the most shocking customer experience of my life trying to sort it. Never spoke to same person twice, nobody solved the issue, couldn’t work from home, was left hanging, hung up on, passed around, never had promised call backs, had days off work waiting for people to come that not only didn’t turn up, but no job was booked, was told I hadn’t had any dropouts, yet one of the tech people I spoke to could see every one on his system, but he disappeared. Lost will to live, Mrs is crying because she just lost a load of work she’d just done when it dropped out for about the millionth time. Got talked into going onto fibre on a new contract to cure the issue, agreed everything, date for engineer to install 2 long weeks later, waited in all day, never turned up, then, when I rang them, no order existed on the system. spent 10’s of hours on the phone speaking to dozens of different people over several weeks. Lost my sense of humour & was offered a pittance of compensation & pretty much told I was making things up. Finally had to leave them after about 25 years for being so disgustingly shambolic.
Now have fibre from Sky & it’s been perfect.
Would never, ever, ever use them again.
Awful company.

Broadband dropped out 5 days ago! Being told it will be a 5 day wait until fixed. Should rename to Nothing Nowhere. Shocking service.

There should be minus ratings on the stars!

Disconects automatically after 15 mins - very poor - doesnt say that when you sign up!

Now my Disabled wife is unable to contact me and our home emergency service doesnt work

They give you a number to cancel the service and they never answer. Perma hold irrespective of the time you call.
May well just cancel the payment and see if they sue.

Amazing company? Why are they spending fortunes on sponsorship on every sport? Especially on England football team. Lol, 😔 but terrible customer service and expensive prices for mid term contracts . . 20 % . Infrastructure . Lol. I've never had 5 g
With EE only 4 . Good night 💤

Would give ZERO stars!! Shocking company! Their broadband is shoddy at best - that's if it even works 😡 I have had constant buffering for the last 4 days! Rang and was told that 'they were having issues with the EE system and had been told to concentrate on the BT customers' 😱!! ARE YOU KIDDING ME?!!🤬 The 'explore broadband' page on their website has gone down too! I am paying for utter garbage. This has been my experience since joining them. Contract up 4 Jul so I will be leaving them and will NEVER go back. I expect a LOT more than crap broadband and customer services people who don't even PRETEND to be helpful. Their prices are exorbitant too especially when the product is not fit for use . Cannot get to speak to anyone either now - they actively prevent you having the ability to do so.
Rip off! Avoid like the plague!

The football season having finished I decided to switch to big entertainment for a couple of months, which should have cost me an additional £2, easy right?
However, the agent I dealt with took off my 2 year £5 broadband discount and also extended my broadband contract by 3 months, so annoyingly my bill went up by an additional £7. However after having contacted EE again the day after and being passed onto a second person via billing. I received an apology and was told this should not have happened and was told that my contract would be returned to its original date and my bill amended. However, the bill remains the same?
The problem with EE is that you can not just amend tv packages on the app or online, as I was able to do years ago when with BT. Instead, you have to call an agent who just seems to want to sell mobile plans.
This exact same thing happened to me when I tried the same package exchange last year, and also when I changed back after the football season started again last year, and no doubt I will have the same issue yet again in a couple of months.
Very poor customer service but fortunately my 2 year deal is up this coming April, so I will move to a less incompetent provider.

Poor customer service. Our contract was coming to an end and we were considering staying if EE could match the deal offered by a new provider. Instead of trying to retain our business, they were more interested in selling us additional products.

When we decided to leave, we were told we would be charged for an extra month because we had not provided 30 days' notice. However, my husband had already called to discuss ending the contract. Conveniently, there was no record of that conversation on their system.

After being loyal customers for over 10 years, this was a very disappointing way to be treated. Customer service was unhelpful, inflexible, and showed little appreciation for long-term customers. We definitely won't be returning and would not recommend EE based on our experience.

As many times as I try and call to talk to a human, I am hung up on, dismissed, and sent a text by a robot. Telling me to go on the website and diagnose the problem.

Well I already have and I'm now calling to escalate but there's not a single option to talk to a person.

I will be changing providers at the end of my contract and never returning.

DO NOT USE EE BROADBAND INTERNET!

WOW!Just been reading all the comments about EE.This is not good reading and it’s very clear that these people should be investigated for what they’re doing to their so called customers.I call them victims.Someone needs to do something about corrupt leeches like the next time one of them knocks on my door.The thought of how many old and vulnerable people these parasites rip apart is frightening.SHAME ON YOU EE!

I have migrated from BT broadband to EE. It's the worst thing ever. BT are just excellent but I got a fantastic offer too good to be true, which it what it was. My broadband speed should be over 400. Mostly it is less than 100. Often can't even watch TV due to the low broadband speed. Yes, I've contacted EE twice now. They are excellent at gaslighting. They have their own app which measures broadband speed. Conveniently for them it's always showing excellent speed when the reality is that it's exceptionally slow and massively inconsistent. My most recent complaint they replied, 'we'll be in touch.' A couple of days pass and the response is, 'as we've not heard from you.' 😡
I cannot recommend EE broadband, it is shocking all round. When this contract expires I will be rid of them for good. This is a breach of contract as I'm not getting what I'm paying for. Thieves.

Have full fibre with EE, the download speed is a very poor. spoke with them on the phone, and it immediately reached what i should be getting. Off the phone and 10 minutes later back to 18 MBPS download speed, absolute rubbish. been told to monitor it for a week, they can see speeds so it should be flagging up with them

First attempted to cancel the contract 12 months ago only days into the service commencing.
Was informed I was tied down to a two year contract
The service is constantly dropping. Customer service is none existent. Only today after a Bot informed me to restart the router.
Attempted to cancel the service after 20 minutes the operatives picked up the phone and left it unanswered.
I am willing to pay to get away from this disgusting service

Absolutely shocking service. Broadband which is intermittent. Working from home has been a nightmare and complete embarrassment. Calls freezing or dropping out completely. I’ve spoken to 4 people and each call has dropped out with only one person who had the courtesy to call back. There is no phone number to call to speak to anyone. At my wits end. I now have no internet. DO NOT USE this internet provider! Shocking, I had no issues BT

Dear EE Complaints Team,

I am writing to formally lodge a complaint regarding the recent migration of my account from BT to EE. Since the transition, I have unable to access my billing details in my online account with customer service stating your "systems are down." I am currently unable to access any billing information, which places EE in breach of regular telecom billing transparency guidelines.

Furthermore, a review of my recent bank statements shows highly irregular, accelerated billing cycles and inconsistent charge amounts that do not align with my agreed contract price.

30/04/2026 (BT): £x (Final pro-rata balance)
13/05/2026 (EE): £x(Incorrect amount, taken only 13 days after the last BT billing point)
05/06/2026 (EE): £x (Incorrect amount, taken only 23 days after the previous EE charge)
01/07/2026 (EE Direct Debit confirmed): £x - (what I have agreed in the transition)
Between 13th May and 1st July (a span of just 49 days), EE will have processed three separate major deductions. This indicates that my billing cycles are overlapping, or I am being double-billed during this migration period. Additionally, the amounts paid do not reflect my contracted monthly rate.
Because your systems are down, your team has failed to provide me with an itemised breakdown to justify these deductions. Denying me access to my legal billing data while continuing to pull funds from my account is an unacceptable failure of service.
My Required Resolution:
Provide a full, itemised breakdown of the charges via email within 7 days.
Refund any overlapping or overcharged amounts immediately.
Align my future billing dates to a strict, predictable 30-day cycle.
If your systems remain broken and you are structurally unable to provide me with online access to my billing information, contract details, and itemised statements, you are failing to uphold your end of our agreement. In that event, I request the immediate cancellation of my contract without any early termination fees, allowing me to migrate to a provider that can offer functional billing infrastructure.
I look forward to your swift response and a clear breakdown of where my money is going.
Kind regards,
David Baxter

After speaking to a wonderful agent called Ruby, the new equipment to improve my service came quickly.
Yet I have issues with it I have been waiting three hours for ASSIST. .