Eehomebroadband Reviews 62

1st of March joined BT full fibre all good! Around March wife stops working. Call them up and then upgrade to Hybrid and they send BT engineer for wifi. He says its Openreach problem. Call EE (moved us from BT to EE) and they book Openreach twice, no-one shows up. Call EE back twice for explanation and got told no record of Openreach being booked. They send me texts and call to confirm Openreach appointment and don't bother booking them, they're a joke. Really bad service. EE if you're reading this initials AH ME13 8YJ

Just renewed our bt EE broadband what a joke i thought these two companies new what they were doing what an understatement the password doesn't work how do you get that wrong the most important information you need and it doesn't work they are the dearest and the worst provider they give you a list of options if your password won't work which isn't easy I checked online and there's loads of customers with the same issue they really need to get there act together or stop selling this until sorted out.

Dial up was quicker than this!

I’m stuck in a 24 month contract, with internet so slow and sluggish it’s useless and all EE will say is ‘here buy this extension kit for £100s’.

Like many people I work from home a few days a week and so I’ve been buying extra data for my mobile so that I can be connected to the internet. Tonight I’ve bitten the bullet and signed up with another broadband company. It means I’m paying for two lines for another 7 months but I can’t carry on with such poor internet connection and speed. To be honest I’m tempted to carry on paying for two lines if it means not having to speak to their terrible terrible customer service.

If anyone is reading this wondering whether they should go with EE home broadband or not… don’t do it. Save yourself time, patience, and money.

Can’t fault them as a mobile provider though!

I entered into a contract with EE for 24 months during the first year of covid. I had previously been with Sky, BT and TalkTalk and I thought given it's a BT line then EE would be just as good with relatively good speeds and cheaper. I could not have been mpre wrong!! EE has been really really inconsistent with really low speeds of under 1mbps. It would work okish for weeks but then it would revert to extremely slow speeds. I would ring EE and they would do line and router tests and tell me everything is fine and then suggest that the problem may be with my equipment or the enviroment. However given that I have many pieces of equipment including work laptops etc and they were all having the same connection issues, then this was unlikely to be the case! They did send an engineer out but he couldn't establish any problem and just fitted a new BT plug just to be seen to be doing something. I've had two years of inconsistent and broken broadband during covid which i would describe as HELL. It is just no good if you are working home and its franky embarrassing as colleagues in the middle of nowhere did not have the same issue and i live near Manchester city centre. There was days/weeks when i had to go to the office cause i couldnt attend meetings or training online even with the video turned off on MS Teams etc because the connection was so poor. EE also put the price up during the contract, which seemed to be way above the consumer price index and they would not explajn why. After a slow and torturous 24 months, I've recently gone back to BT and the speeds have literally doubled to a consistant 20 megabits per second. EE are supposed to work in partnership with BT but the router they provided was just rubbish and i suspect this may be some of the issue. EE refused to replace it even when some of the features in the router, ie. the DMZ zones would refuse to work. The tech helpline didnt have a clue and just ask you silly questions each time, like have you tried rebooting it and the location of the router. At the end of this two-year period with BT, I intend renegotiating a new contract with BT and i will probably stay with them now. Also, a friend has the same issue with EE. Dont do it, learn from others experiences, life is too short! 🤮🤮

Internet performing extremely slow, EE have been making various promises for 5 months and now they have to adhere to them they're saying they won't without me upgrading. It's a con, shocking service and dismissive call staff. Do yourself a favour and avoid them.

Up until recently I was satisfied with EE's service. However a recent simple house move was botched right from the start leaving me without the internet for 12 days and unable to work from home.

To make matters worse I was bombarded with calls from various customer service representatives each of them contradicting one other and making up lies as to why the internet was not working.

Finally the internet started working after intervention from a skilled Openreach engineer but I had enough of EE's lies and incompetence and opted out of the service.

Good riddance. You really shouldn't be lying to your customers and try running your service to the same standard as your mobile phone department.

it's a whole unholy piece of crap, from customer service to the service the same.
Frequent drops of speed, provided evidences with speed tests, they are not able to solve the problem but in the same time they are invoicing for a service that they cannot provide.
Stay away!

Poor excuses for slow service
order ref 19642810

Paid for broadband to be installed on 10 Oct 2022.
I keep getting postponements for installation.
Today was the last straw, I got an email saying that the dig work hasn't been done yet hence the delays. The truth is that the dig work was done on 14 November! I even have photos to prove it but trustpilot does not allow links to images to be posted here. They are running out of poor excuses . When will my broadband actually be installed?

Update 2 June 2023 . Still no broadband . The excuses are getting ridiculous now

Disappointing start. Apparently router is defective, so no WiFi and tv.
Will have to wait a few days for new router to arrive.
They have credited some data to our phones but not really adequate for the loss of all media for days.

I had nineteen Open Reach engineers visits over several months because of an intermittent fault with my broadband. It would be fine for a few weeks then drop off repeatedly several times a day to the extent that while calling EE customer services on Wi Fi calling (the only way EE my phone works in my house) it would cut off the call and I had to call back numerous times. The Open Reach engineers even took the Radiator off the wall so a new connection could be put into the house. This all had a serious impact on my daughter working from home at the time. E.E.eventually said they could do nothing further. Only resolved when I contacted CEO of Open Reach. To be fair I think the problem was with the line and Open Reach, but EE treated me like I was the problem. This went on for months before it was resolved and was very stressful.

Dreadful customer service. I changed to a new provider as EE had gone up by £10. Told them and spoke to a horrible man who was just plain rude. Nearer the swap date I phoned again to see what my last bill would be and it was £6 credit to me. That man was much nicer. They then stole 29.69 from my bank account and when I rang to find out why, spoke to another horrible bloke who continuously spoke over me, and who said they had made a mistake, but I would have to wait 8 days for it to be repaid! So they get to keep my money and who knows how many others, getting interest on it which they will not pass on to the customers and I am out of pocket.
I am on a fixed income which is stretched to breaking in this cost of living crisis and now don't have enough money for food. Did they care? Of course not. They are rubbish.

Could not recommend EE at all and would advise anyone thinking of joining them to have second thoughts. Was absolutely disgusting putting bills up as much during this cost of living crisis, and it was nothing but pure greed! I contacted them twice as your were advised to do if you were struggling and was met with absolutely no help at all. I asked if I could be put in to a lower, cheaper package but was told under no circumstances this would be an option as you can only upgrade! Funny that isn’t it, only happy to help when it means more money. The staff were very unhelpful and had zero interest in the issues I was facing so I was left with no other option other than to leave for another provider and pay early termination fee. I was lucky that provider I am leaving for had a fantastic cash back offer which is covering most of the fees and the fact it’s £20 a month cheaper means I’m saving a lot of money and will greatly help in these difficult times. But I will never use EE again after this and will urge all family and friends to do the same as they are just driven by money and greed and as you can see with current situation with BT workers going on strike this money is only going to big bosses and shareholders, not the staff doing the work and not in to their infrastructure like they tell you.
Good riddance EE, a week today I’m free and I’ll never ever give you a penny again.

Stuck in a 2 year contract... slowly coming to an end :)
Worst broadband service we've ever had.
First of all in our area you can barely get a stable 25-30MB/s connection. Second, is not at all reliable with random disconnections and router restarts throughout the day. Having to pay just over £30 for this is disgusting when we know as soon as Virgin is gonna be on the street the price is gonna drop massively due to competition. So, Monopoly at it's best. Virgin does stable 50MB/s down the road for just £21 a month.
I cannot wait the moment when I'm gonna ditch EE for something better, fairer and cheaper.

I’ve had a few issues but they always answer the phone quickly. Turned out the copper wire outside my house was broken so it wasn’t ee’s fault

Have missed a couple of payments, I did explain to them on the phone, ( I pay so my mom, who lives at another address, and who is 82,can have a landlines. Just received email to say, they have switched it off and will disconnect, if not paid straight away.
Thanks EE.

Missold a product.
I purchased fibre broadband at high guaranteed minimum speeds of 55mbps.
After a few months I realised it’s running very slow.
When I called them to ask why it is so slow they said it’s normal and asked if I would like to upgrade to fibre broadband?
I then asked I am already on fibre broadband and paying fibre broadband prices.
They did not belive me and offered no help.
After getting to complaints team to request phone call recording of the purchase phone recording. They agreed that I had been missold a product and when I demanded for my money back the manager was really rude and said we don’t necessarily need to pay you any monies back which at that moment I raged and asked to speak to a different higher level manager as the man who I was speaking to was extremely unprofessional and helpless.
The higher level manager then agreed to refund all the payments back to me which I then complained about the male
Manager before and his attitude.
I would never use EE AGAIN.
I am with virgin and have never had a better service.

I have been with EE Broadband for 18 months now and just cancelled my account with them due to a deal I couldn't refuse with Virgin Media. I called EE to cancel my account and spoke to a chap called "Steve" (from the billing department). He was extremely helpful and has even helped me keep my internet for 7 days whilst Virgin Media install our line, meaning we are not without internet for 7 days.

I cannot fault them. Their speed has been impeccable and we only ever experienced an occasional drop out over the 18 months we were with them. Their customer service has also been extremely good. They offered me a great renewal deal, but due to a voucher Virgin offered us, we couldn't accept on this occasion.

I will not hesitate to go back with them in the future.

Thank you EE

Very pleased with my experience over the last four years. There have been two outages in that time, one caused by a local lightning strike which damaged the router. EE replaced it promptly. The initial broadband connection experience was superb, taking place in two weeks with excellent communication at every stage.

I was with EE broadband and landline connection for several years. Initially, I found them to be a really good service provider. We live in the middle of nowhere and so are unable to get anything above a guarantee of 14 / 15. This was ok as we managed to access what we needed, most of the time! We've had several issues over the years with buffering and Netflix completely being unable to play, but once I contacted EE - which was always straightforward and I was never waiting to speak to someone longer than 10 mins max - this was usually resolved. During Covid, however, internet speed was really poor, more often than not. We bore this and thought it was just a case of the difficult times we were living in. This year however the internet cover became unbearable. My oldest son was studying for his A'levels, my youngest daughter her GCSEs and the internet suddenly went from manageable to intermittent for anything between 15mins to several hours. Eventually, it just stopped and we had days without anything. During this point, the call support was excellent - friendly, supportive, knowledgeable, and helpful. However after receiving 3 new modems, 2 engineer visits, and 1 engineer who couldn't find us I finally had had enough. My son and daughter were stressed out (her in tears) because they couldn't revise or complete the coursework they had been given properly and both thinking they would fail everything.
This is when EE failed. They themselves couldn't detect an issue at their end, even though, the engineers both said that the problem wasn't our end. Because our issue didn't fit their predicted problems they were unable to sort it and just wanted to keep sending out new modems and engineers!!! Both the engineers felt that it was probably a server issue at EEs end but they wouldn't accept this as everything on their end was showing tickety boo!
During the 5 nearly 6 weeks of putting up with intermittent and no internet, we purchased an ethernet connector so that my daughter could use her dad's connection from his office - 5 mins from the house Plusnet. My son bought extra data for his mobile (which unfortunately wasn't EE - £60 worth) and I finally ran out of patience and cancelled the service. To which the call support asked if I was sure as we would be left with no internet connection. I replied, "How would we notice?"
Previous call support had explained that I could request compensation for every day we'd been without any connection. When I raised this with the call support she had to check with a manager who said no as we had intermittent service but that he'd waive the broken contract fee!! I managed not to swear and explained that the intermittent service was 15 mins in the evening with maybe an hour at most, days of nothing and then maybe 1 full day of internet connection. This wasn't anything that you could trust or use effectively and asked to speak to the manager's superior. When the call operator came back to me I was asked how much compensation I was looking for. To be honest I hadn't given this any thought and completely forgot the £60 my son had paid out for extra data and the price of the ethernet connector. On the spot, I said that I didn't know but they could at least refund the monthly payment as we hadn't had any service for that period. This was agreed.
Overall, it is this final problem that has led to me giving EE 1 star as I feel that when a difficult problem arose that they couldn't solve they were useless and didn't even respect the knowledge of their own engineers to look at alternative issues that could be the cause of our lack of internet connection. Also, they didn't honor their own policy of compensating for the loss of service. It's all very well as a service provider stating that certain policies are in place but the real test is when you are asked to put these into action; in this instance, EE failed miserably.

Well have been having connection issues since i joined EE - When I moved into property and set up I told EE that the master socket was in the wrong place and very close to the radiator pipes of a wet heating system but they claimed that their engineers were unable to call out to move the socket because of covid - hmm i should have said that telephone and wifi connections were pretty essential service but anyhoo
Then I found that i was often getting 14Mps or less while paying for faster - 60-80Mps took screen dumps sent them in - they claim I am getting 70 + I tell them I is the only person using the bb in the house .. so OK it has been hard to judge with Covid when everyman and his dog has been using the bb to work to study etc, but I am paying for 80 and getting 14 to 47Mbs so I figured why am I paying for faster bb
So yesterday I phone and tell them that I am only getting 40-47Mps on a good day and that they claim that I am getting 70+Mps ergo my equipment must be unable so why am I paying for faster BB?
Now they say they will send in an engineer - I ask if they will move the master socket too... no if the engineer decides the socket is in the wrong place they will book out another engineer - this one will tell me how to get faster speeds on my set up
And then today I find that they are charging me .428p every time I phone my mobile (which is an EE mobile) to find it ... don't even make the connection
At first the customer service said I must have an answer phone set up .. no have never set up an answer phone so unless EE have changed the account and made answer phone default since merging with BT... sneaky... so then she tells me it is standard
And I am thinking about all the other providers which were also offering me free mobile calls to family and friends and I am not happy
I have never ever Ever paid for calls to find my mobile - I mean you don't pick up your mobile search calls do you?
Have now sent a message to 150 VM OFF in case they did change the settings but have never ever ever set up or used Voice Mail with the EE mobile account i have had for several years now so...
Pretty annoyed ... 43p just to find your phone???