Staff was very patience, polite and very professional, tried her best to encourage me to stay with EE. She made me valued as the customer. Well done, bravo! I am EE customer already few years and b... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Very good advice on the from the people I spoke to after my smart hub failed and a new router is needed. Agreed over the phone that the previous contract would end over the phone and the current direc... See more
Company replied
Everything was very good during the call and my needs were met. Having said that, I was confused by a message asking me to return my hub extender when my order was about TV packages, nothing to do w... See more
Company replied
I was given the wrong information about changing my hub in my original enquiry. After 2 more phone calls I was told I didn’t need a new hub and therefore didn’t need to change WiFi details
Company replied
Company details
- Telecommunications Service Provider
- Internet Provider
- Mobile Network Operator
- Phone and Internet Service
About EE
Written by the company
EE is one of UK’s largest subscription businesses, backed by the UK’s biggest and fastest mobile network, offering superfast connections in more places than any other operator. Built on the foundation of decades of mobile and broadband leadership, EE is on a mission to be the most personal and customer-focused technology brand in the UK by playing a more meaningful role in customers’ lives, with a suite of exciting products and services open to all UK consumers, available via a new ‘EE ID’ digital platform.
EE’s mobile network continues to receive extensive recognition including UK's best overall network by RootMetrics® every year since 2014, as well as being named Network of the Year at the 2022 Mobile Industry Awards.
EE is committed to offering first class service in the industry and has over 400 stores across the UK. EE remains the only mobile provider to answer 100% of customer calls in the UK and Ireland and was recognised as the UK’s Best Large Contact Centre by the UK Customer Experience Awards 2018 and Welsh Contact Centre Awards 2019.
EE was awarded The Sunday Times’ Best 100 Companies to Work for in 2018 and 2019, as well as being named Best Employer 2018 by the European Contact Centre & Customer Service awards. EE won Best Repair Service and Best Network Provider at the Mobile Industry Awards in September 2023 and was recognised as the provider that does more than any other to deliver a great service.
EE is part of BT Group's Consumer business unit which provides products and services to all of BT’s consumer customers in the UK.
Follow us on: Facebook at: www.facebook.com/ee Twitter at: www.twitter.com/ee YouTube at: www.youtube.com/ee LinkedIn at: www.linkedin.com/company/ee-uk
Contact info
United Kingdom
- ee.co.uk
4.2
Great
73K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
People on phone that helped me get a…
People on phone that helped me get a very satisfactory service were freundly and professional. Speed if order was perfect and goods all worked well
May 26, 2026
Reply from EE
Hi Robert,
We're so pleased to hear our guides provided friendly and professional service, and you're happy with your speeds and equipment! Thanks so much for sharing the great experience.
- Leanne.
Reply from EE
Hi Christiaan,
Thanks for letting us know you had a really good service! We really appreciate the positive feedback!
- Leanne.
Very helpful call staff
Very helpful call staff. Rather long winded process. Terrible choice of music whlst on hold - something more quieter and melodic would be appreciated. Generally reasonable experience.
May 27, 2026
Reply from EE
Hi Barry, we really appreciate you taking the time to leave a review.
Thanks so much for sharing! - Andy
EE agent was super friendly
EE agent was super friendly, was clear about the process and easy to talk to
May 27, 2026
Reply from EE
That's great to hear Abigail, we're delighted that you had a great service from our team.
Thanks for sharing! - Andy
I am a paying EE customer
I am a paying EE customer, currently abroad, having lost my phone and been locked out of my online account. EE is completely unreachable.
There is no WhatsApp contact number - Thames Water, British Gas, O2 and Vodafone all offer this. There is no email address. Live chat is only accessible if you're already logged into the app. And the password reset process sends a code to the very phone I no longer have.
The real problem here is a security paradox of EE's own making: their two-factor login system is the exact barrier preventing customers from getting security help. Banks and other utilities manage to send recovery codes to a verified email address or a physical address or have a whatsapp contact - it is a simple, logical solution that EE has simply not implemented.
Being stranded abroad with no way to contact your network provider is not acceptable. I would urge EE to: (1) add email-based account recovery, and (2) introduce WhatsApp as a contact channel. Until then, customers who lose their phone are completely stuck.
Thanks for the reply - I cannot call you as I dont have access to a phone. Why don't you call me on whatsapp?
May 26, 2026
Unprompted review
Reply from EE
Hi there,
Thanks for taking time to stop by and leave us a review to let us know that you’ve not had the best experience contacting us to report the lost phone when roaming and unable to access your online account. It would be great to help turn things around and discuss what's happened further.
If you give us a call on 150 from an EE mobile, or 07953 966 150 from any other phone, you'll be able to speak with one of our guides for help, including raising a complaint about the experience you've had. If you remain unhappy, you can request to take your complaint further.
For other ways to contact us, please visit our website: https://ee.co.uk/contact-ee
Thanks - Leanne.
The agent was awesome helpful and very…
The agent was awesome helpful and very personable
May 27, 2026
Reply from EE
Hi there,
We're glad our guide was so helpful and personable. Thank you for the wonderful feedback!
Thanks - Leanne.
After 7 days part of my new package is…
After 7 days part of my new package is still not up and running. After contacting EE on 4 occasions excluding the initial sale, l still have not got access to the Now app.
May 24, 2026
Reply from EE
Hi Carl,
Thank you for taking the time to leave a review. It’s disappointing to hear that your experience hasn’t been what you’d hoped for and you don't have access to the Now app.
We’d like to better understand what’s happened and see how we can help. Please give us a call on 0330 123 1105 and one of our guides will be happy to support you.
For other ways to get in touch, please visit our website: https://ee.co.uk/contact-ee
Thanks - Leanne.
TOP MAN on the phone
TOP MAN on the phone. Great customer service skills, great selling overall great guy. Deserve a raise!
May 5, 2026
Reply from EE
Hi Georgina,
We are so glad to hear about your excellent experience with our guide! Thank you for sharing your positive feedback.
- Leanne.
Reply from EE
Hi Tim,
Thanks for letting us know how great our guides were and they have been friendly during the process!
- Leanne.
Reply from EE
Hi Lisa,
We are so glad to hear you had brilliant service from Ellie. We appreciate your kind words.
- Leanne.
Reply from EE
Hi Will,
Thank you for taking the time to leave a review.
We appreciate you sharing your experience with us and have taken your feedback on board.
Thanks – Andy
A YOUNG LAD FROM YOUR COMPANY CALLED AT…
A YOUNG LAD FROM YOUR COMPANY CALLED AT MY DOOR OFFERING ME A BETTER DEAL THAN MY OWN .HE TOOK ALL MY DETAILS,BUT I FEEL USED A D ABUSED.HE SAID I WOULD BE REIMBURSED FROM BT,IF I MOVED FROM FIBRUS.IT IS GOING TO COST ME OVER 400 POUNDS.I AM A 80 YEAR OLD PENSIONER,AND MO WAY CAN I DO THAT.I AM SO HURT AND STRESSED.CAN YOU PLEASE CANCEL THAT IMMEDIATELY.I HAVE TRIED TO CONTACT THE CALLER HIMSELF. HE IS NOT ANSWERING
May 27, 2026
Reply from EE
Hi Mary,
Thanks for taking the time to leave a review.
We’re sorry to hear about your experience and appreciate you letting us know. We’re looking into this and will be in touch.
Thanks - Leanne.
Had issues trying to place my order amd…
Had issues trying to place my order and keep sending me to different pages, but one I managed to log in and work how to place my order was pretty straight forward
May 27, 2026
Reply from EE
Hi Michelle,
Thank you for taking the time to leave a review.
We appreciate you sharing your experience with us and have taken your feedback on board.
Thanks – Andy
Reply from EE
Hi Margaret, we really appreciate you stopping by to leave a review.
It's great to hear you found the renewal process easy to follow.
Thanks - Andy
Great service
Great service getting my new broadband sorted. Very helpful guide. Would recommend.
May 27, 2026
Reply from EE
Hi Antony,
We're so happy you had a great experience getting your new broadband sorted. We appreciate your recommendation!
- Leanne.
I’m not very tech savvy and the…
I’m not very tech savvy and the customer service was very good, he was very patient
May 27, 2026
Reply from EE
Hi Sally,
We appreciate you sharing your feedback. We are so happy to learn that our guide was very patient and made sure everything was explained to you!
Thanks for the review - Leanne.
Dealt with respect and all my queries…
Dealt with respect and all my queries sorted out well
May 27, 2026
Reply from EE
Hi Peter,
We are glad we sorted out your queries and you felt respected during the process. Thank you for your feedback.
- Leanne.
Lies lies and poor service
I was convinced by an we consultant to move my tv and broadband from sky and would cost about £50/ month less. I questioned it three times and was assured I would get the full package as I currently had. This did not happen, I was lied to from the start. I call up to cancel and complain and was told someone would call me in the next few days, once again I was lied to and I then cancelled within the 14 day cooling off period but now got a bill for just over £1400 for early termination of the contract. Once again tried to call and log a formal complaint but no one is willing to do this. The first time without any call from the complaints team I received a message saying that my complaint had been dealt with. I have spent an untold amount of time trying to sort what EE lied to me about and can’t even get a call from them. I can’t tell you enough how frustrating and how angry I am with them and the lies that keep coming from them, I have just been on another call that was cut off and no one trying to call me back.
May 5, 2026
Unprompted review
Reply from EE
Hi Dean,
Thanks for taking the time to stop by and leave us a review to let us know that you’ve not had the best experience. It would be great to help turn things around and discuss what's happened further.
If you give us a call on 150 from an EE mobile, or 0330 123 1105 from any other phone, you'll be able to speak with one of our guides for help, including raising a complaint about the experience you've had. If you remain unhappy, you can request to take your complaint further.
For other ways to contact us, please visit our website: https://ee.co.uk/contact-ee
Thanks – Andy
Excellent customer support and very…
Excellent customer support and very professional and knowledgeable
May 27, 2026
Reply from EE
Hi Darren,
We're so pleased our guide provided excellent, professional, and knowledgeable support. We appreciate your feedback.
Thanks - Leanne.
Reply from EE
Hi Steven,
Thanks for sharing how great our guide was during your experience. We appreciate the lovely feedback!
- Leanne.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.