EE Reviews 

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. .

Big joke. I just literally set up broadband and tv with them. Was told it will link to my existing Netflix account. You get now tv and hbo. I was told they would send me a link for my EE account and links for the various tv package accounts. Tell me why the links are expired and the the Netflix link is asking me to open a new Netflix account. Mate you don’t tell people things to get a sale and then when the links for connection come they are against what you said or faulty. I have just called them right back within minutes of signing the for the plan to cancel it and it seem they say they have cancelled it but can not provide me with anything stating my name or adders to say that it has indeed been cancelled and that the cancellation is linked to me in any way. I’m do not waste your time or your energy signing up to these people. I am not vex, frustrated, angry, annoyed and anxious cause of they take money out my account I will be going personally to one of their shops not this over the phone fob customers of thing.

Rubbish
Connection drops out
Transferred to useless automated message system
Unreliable and expensive
As soon as I can get back online I will be switching provider
Avoid these charlatans

Everything Execrable

At least BT are honest in their brand naming these days.

I signed up to ee when they stopped me in Asda in March because the price of my Virgin broadband had increased to a ridiculous amount. I asked again and again if they were anything to do with BT and they assured me they were not. They filmed me signing the agreement at which time I asked again if there was any connection. As soon as I got home I checked and obviously they are part of BT. I cancelled immediately and asked the customer service guy to send me an email confirming cancellation which he did. They are now about to take a direct debit (in June) which it is too late to cancel with my bank and I cant get through to customer service. Absolutely disgraceful company

EE convinced us to switch broadband and told us we would get a much faster and cheaper service. We had no issues for first year. Then recently EE called to say our contract was coming up for renewal and we would need to upgrade to a new faster broadband, we said we would think about it. All of a sudden we’ve started having issues with our WiFi which we’d never had before ever! We upgraded with EE and it still doesn’t work, spent hours on the phone doing trouble shooting but signal doesn’t reach any of our upstairs televisions when it worked perfectly fine before. Generally WiFi keeps droppping out. Don’t recommend.

Waste of time

Had no constant service for over a week. Rang BT last week they promised to come out after finding a fault on my line - they did not. Rang EE who told me my line was fine, rebooted the router end of - no - Problem continues, again rand BT last night, another promise of 48 hours to come out and fix the problem they still say is on my line. I am rural, and mobile service is iffy at best. I need both my landline and internet - no one gives a stuff. Glad to come back and alter review should a miracle happen Update BT now say the fault is with EE and HOPE to have it fixed by the 9th of June. Disgusting, never even get to speak to anyone

absolutely terrible customer service.
how on earth is anyone supposed to report anything if you have no BB connection?
all internal functions are fine.
but I have no connection or spotty dipping connection
I'm changing tomorrow.

I’m not sure where to start, but I’m now on day 36 of being without the broadband service I am (still) paying for. I have ‘messaged’ with their customer service team on numerous occasions now and each time I am promised that my connection issues are a ‘priority’, the latest example from today (3/6/26) being a fix by 6pm on 8th June. Last week I was promised a fix by 6pm on 2/6/26. Yesterday (2/6/26) came and went with nothing. I feel like I am now being fobbed off every single time with false promises of being a priority and customer service team members taking ‘ownership’ of my ongoing connection problems. All lies. These last 2 occasions bring well outside of the ‘fix within 2 days’.
The last 3 weeks have been within the remit of Openreach to resolve (and on 26/5/26 as promised, it was. But only oh so briefly for a few hours, as it turned out…
What has compounded the situation in the last 2 and a half weeks is that the local mobile mast seems to have developed issues resulting in a poor to substandard (and occasionally NO) signal impacting both 4G and 5G services which are currently supposed to be providing my mobile and 4G hybrid connectivity services while waiting for the broadband service to be fixed.
I had never expected to experience such a shoddy service from what is supposed to be the UK’s No. 1 broadband provider only to be followed up by a poor mobile service on which the daily status update says it will be fixed within 16 hours. I appreciate the 2 issues are supposedly not linked but when you are caught between no broadband and then a very poor mobile service (as a backup), then it is easy to feel truly shafted.

Abismal customer service (company fault, the actual operators are really nice if you're lucky enough to be able to talk to someone...) Have had an issue with broadband for 24 hours and have been unable to speak with an operator. Impossible to send an email or a message, they expect you to just wait on the phone indefinetly for hours.. Ridicolous, will be switching provider as soon as my contract expires.

Fibre cable installed to replace copper. At switch over I immediately lost my connection to the internet. EE technical support told me initially I could have a few problems over the next few hours then advised to leave until the next morning when everything would be OK "trust me". Next morning jumping in and out of connection to internet. Their technical support after having me try only a few things said the problem was with with my equipment and that some items must be too old . I said PC was less than a year old. it must be some other equipment . What other equipment its only the PC connected? Sorry not our problem as we have provided a router which was showing the blue light , rest was my responsibility. Advised to purchase a part from PC world and try. If not come back to them and they would try something else and if necessary provided a lower grade router. I though about a previous problem many years ago where I was having similar problems. I disconnected the router and power sourse for about 20 secs and reconnected. Low and behold stable internet connection and fine since. I am writing this as much for the benefit of EE as surely I with my limited experience should not have been able to solve if their technogist could not. Training?