Eehomebroadband Reviews 62

Ee broadband gone down again whilst watching telly. Happens every couple of weeks. This was a much rarer issue when I had sky

BT used to be great for few years homeworking, as soon as ee took over calls fall and connection does as well almost on a daily basis. Really really bad. We'll have to try something else after years being comfortably using BT.

I agreed recently to switch my broadband supplier from 'BT' to 'EE' but, after soon encountering a technical problem and after reading recent reviews of (poor) EE customer service, I phoned BT to cancel the switch. The customer service employee I spoke to initially was neither particularly sympathetic nor helpful. However, he did pass my call on to a colleague who eventually came up with a way around the problem. I was impressed with this employee's helpful and friendly attitude and the effort he made to resolve the issue. So far, after approximately a month of using EE broadband, I have not encountered further problems - though, obviously, these are early days!
(The impression I got from the first employee I spoke to was that different staff work for the 'BT' and 'EE' divisions. The second employee indicated that customer service is shared. In my experience, BT customer service was excellent).

EE – Worst Service and Broken Promises

I regret switching to EE more than any service decision I’ve made. A representative came to my home and pressured me into joining, making it sound like a great deal. I was confused by the pitch but trusted what he said—big mistake.

- Since switching from Hyperoptic, it’s been nothing but problems.
- Broadband was cut off, leaving me without service.
- The EE SIM is unreliable, with poor signal and slow data.
- They promised to pay off my £360 Hyperoptic termination fee—a key reason I agreed to switch. That promise was never honoured.
- Now they’re demanding £157 cancellation fee, despite failing to deliver the service or keep their word.

I feel misled, unsupported, and stuck with costs I shouldn’t have to pay. EE’s customer service has been unhelpful and dismissive. If you’re considering EE, be cautious—especially if someone shows up at your door with promises they won’t keep.

We were moved from BT to EE after our contract was up with BT as they couldn't put our new deal through their system for some reason. When moving to EE they couldn't honour the BT original quote so we ended up paying £10 a month more. We are now tied into a two year contract and it's been a complete nightmare.
We had 5 engineers out over a period of a month or so (they could have run us a fibre cable from the exchange box cheaper than the cost of that labour) It was eventually sorted and we now have a SUPERFAST 39mb speed promise! Hmmmm - sometimes.
Also their website must be the worst I have ever tried to negotiate. Completely non-intuitive and an endless loop of bouncing teal balls and links that take you away from you account. ie. try to find your broadband - click the big broadband button in your account (when it eventually loads if you are lucky!) and - no - it doesn't take you to your broadband info - it takes you to a page trying to sell you broadband. never wished for two years to go by so quickly so I can get out of this rubbish!

I have used them for years. Always have good connection, fast speed for all devices. They are brilliant. My neighbour use them, he is very happy. Highly recommended

They don’t even deserve a star.
Staff don’t know what they are doing, they contradict each other, and on top of that, they are very rude. I didn’t think there could ever be service as poor as this. I am even willing to walk away before the contract ends- that’s how bad the broadband service is as well as their staff. 😖

Broadband speeds outside of the lounge where the router is positioned drop off very dramatically. Unusable in the kitchen and not much better upstairs. Tech support useless and always infer it is my fault and nothing to do with the service they are charging me for. Want to sell extortionately priced boosters to solve the inadequacies of their provided router. Avoid!!

BT wanted me to upgrade to fast fibre as they’ve dumped all their domestic broadband. They came and installed new set-up. Installed in my bedroom, furthest corner of the room. Every evening having problems.. new engineer came and said it shouldn’t be there and they would reinstall. I phone EE and asked for a rebate on their shit service and they told me it was MY fault for agreeing to have it installed in the bedroom - total bollox and lies - talking to a complete idiot! He said he could maybe do something if I bought a mobile phone package. CANNOT tell you how much I hate them- never had a single problem with BT and now these clowns have taken over. Will escape those clutches as soon I can!!

Been with ee for 7 years and had nothing but problems. Had to phone up at least once a month to resolve issues. Recently was told i can change to fibre broadband so placed an order on the 25th of January only to receive 4 or 5 texts to phone the number as there was missing information (there wasn't) got off the phone and 10mins later got an email saying my order was cancelled so phoned back and got barefaced lies to deal with. You are also very lucky if you get anyone who can speak English to help you deal with the constant problems. Avoid at all costs

Phoned up today to ask about price rises lady put me on hold for ages came back with a figure ..I asked re mobile costs she was putting me through to mobile but put me through to a lad in Wales who tried to sell me a new contract when in one until next January ! Today contract land line would go up £4
Pcm internet would go up £3 months mobile would go up £1.50 I have no idea how these staff sleep at night trying to con a disabled customer ...I rand back to check he hadn't changed anything to be told I could cancel my contract pay £20.70 not pay anything else lies complete lies ...patronising tricking a really disabled lady ..I will leave next January ...when I phone I'm sure something on screen patronise lie and destroy this customer each time she phones put her on hold the music makes her really ill ...horrid horrid horrid company they don't care one bit

EE are very unreliable and incompetent, they are a disaster...don't even think of having them as a supplier!
We have had two outage episodes in the last 3 months, one for 3 weeks in the autumn and one over Christmas for two weeks (so far)
Engineers to come out take a week.
With this latest episode we are now waiting for our third Openreach engineer to try and get the service back!
We have had no internet or television over Christmas!
How dare they say they are: 'the most reliable provider' on their adverts, that is miss-leading because they are very poor!
I asked how much it was to terminate the contract and go with a serious provider,, they said £920 but, that means I am paying for their incompetence!

Missold ee broadband full fibre at £59.36 a month on a 24 month contract. Majority of the time the download speed is around 10mbps. Nicki Goddard is an absolute disgrace and dishonest EE employee. How can we be held to a phone call contract that has us cancelling as well as showing concern about performance claims of EE

I have been with EE for years and 2 house moves. They used to be so good but I've no idea what business model they are following as its failing. The CS representative I spoke to was terrible, they made me constantly repeat myself because they were using hands free and I could hear myself echoing in the background. She had a very poor understanding of what speeds actually equate to and tried to sell me a new contract higher than my last. When I queried this she just kept saying 'buy we're No1 in the UK' Hmmm are you really with a 1.4 rating on Trustpilot. In the past year I've had 6 engineer calls to fix my home broadband. Each time they assured me it was fixed. They have no idea how to retain customers so now I've given notice to leave. ThreeUK now have a new customer.

Nothing works. A complete piece of sh&@t. Broadband cuts out constantly. They throttle your internet, which is illegal, and the customer service is non-existent. Go with anyone but EE.

If BT tries to move you to EE this will renewal your contract its not worth the hassle, EE is poor and take ages to get through to customer service, its been a month and they still cannot resolve my issue. Wait for your contract to expire and go to Community fibre.

The worst company i have ever dealt with , they dont know their arm from their elbow. shocking broadband as much the same as dial up connection but in 2024 paying £35 a month for shocking service. wow it turns itself on and off after a few minutes . we get new router , had bt engineer out twice , no one seems to know what they are doing.
EE are far the worst on customer service also and dont know how to sell a product if their life depended on it.

Absolutely shocking. My father moved over to EE and it’s been an absolute disaster. Let’s start, my father is disable with restricted movement. He’s had a number of strokes and been a heart patient since birth. Stress is no good and it’s important that he has a working home phone should he need to call anyone incase of an emergency. He also has device which sends data via WiFi from his pacemaker to the doctors so having internet and a phone line is critical. But EE don’t care.

It’s been 5 weeks and my dad doesn’t have a working home phone. We had an engineer out who said everything is ok at this end but issue with EE and advised we need to call back in. My dad called on numerous occasions and he was promised call back but this never materialised. He then rang and complained and instead of resolving the issue, they told him he needs to upgrade his package which he did, and guess what, it still didn’t work. Why would he need to upgrade his package just to get his phone and internet working?

I called and complained that they are taking advantage of his disability and not resolving the issue. The gent agreed and suggested we move over to Bt and the price will be discounted, furthermore he offered a new Alexa phone as a good will gesture. Awesome we thought but NO, I was told to call back in to ensure the phone had been added to the order but was told that my dad will need to pay for both contracts for 24 months. He agreed the customer service advisor made an error and there’s nothing he can do. He then finally agreed to cancel the Bt and escalated the issue to his manager. I was promised a call back but guess what, this never happened. I did complained via social media and was promised numerous call backs and still nothing. I even complained my dad was being discriminated against and they said they can’t listen to the calls and wouldn’t escalate.

So over a month on, house phone isn’t working, internet only works in 2 rooms, no one taking it seriously, what do we do?

Another lying broadband supplier! All of them it seems just lie about Installation dates! Called the Ombudsman which are also not fit for purpose and just allow these companies to get away with it! Been with EE phone for 8 years now as well. Could not care less about it's customers clearly!

I recently renewed my home broadband contract because the old one was nearing the end of it’s contract, do I called in to an EE shop and arranged for a new 2 year contract.
A few days later I get a letter from Mark Carberry ( director of customer care at EE ) asking me what they can do to make me stay!!
Clearly has no idea what is going on with his customers!