16,599 total
absolute awful company, disgusting how they deal with anything. They have been charging me for another second sim card this whole time for a whole year which i had no idea about. Got debt collection agencies sending threatening letters and ee demanding i pay for a sim i know nothing about. Im only 19 and refuse its a problem on their side. Dont use ee it’s incredibly expensive too.
Date of experience: May 07, 2024
Shamble of a company. Upgraded my bt broadband and tv 3 weeks ago and still waiting on my equipment. Had numerous emails saying I’ll be charged for my old but they can’t work out why the equipment is delayed.
Customer service atrocious. Promised calls back on numerous occasions and when raised a complaint it’s closed without anyone discussing. Look at another provider and not EE!!
Date of experience: May 06, 2024
Reply from EE
Hi Stephanie,
I'm truly sorry to hear that you're still yet to receive your new kit for your Home Broadband, I can absolutely understand how frustrated you must be and I want to assure you that we'll do our upmost to get this resolved for you. Please continue to give our team a call when you get the chance, take care,
Matty.
EE, used to be a great company, my company has 40 plus mobiles, they seem to have no system what so ever to discuss/ resolve complaints therefore we have no choice to go to the ombudsman. Unbelievable go with them at your peril.
Date of experience: May 06, 2024
Reply from EE
Hi Warren,
I'm awfully sorry to hear that we've been unable to resolve your complaint, if you've already spoken to our Executive team and have been unable to come to a resolution, the Ombudsman may be your only option at this stage.
I do hope you get this resolved sooner rather than later, take care,
Matty.
Had mobile phones from EE for years,no problems. Now my wife has now taken on EE broadband and EE tv, total shambles. Firstly 3 mini boxes arrived not the tv box pro(recordable) and 2 minis as ordered, that was sorted out but two months in and we still don’t get the Sky HD content that she pays for, multiple phone calls and told that’s it sorted will be on in 24hrs, not. Then engineer visit confirms fault is at their end. We also don’t get superfast 500 broadband which was ordered, two engineer visits saying all is fine then later customer service say we don’t have it but they can’t reorder it as it is still on our account and will have to wait two weeks. Now text message to me, not my wife who’s account it is, stating that I have an unpaid bill and services will be restricted if not paid in 72hrs. This is a direct debit which they should have taken from the bank
Date of experience: May 07, 2024
Reply from EE
Hi Tam,
I'm awfully sorry to hear that you've had this experience following the Home Broadband installation, our team will make sure to get this for you and your wife. If you're still needing to discuss this, please continue to give our Home Broadband team a call and explain that you've been referred by our Trustpilot team.
I'm sure we'll manage to get something sorted for you sooner rather than later, take care,
Matty.
EE response even poor.
'When you take out a broadband package, this will commonly be at a discounted rate for the duration of the contract, then once the contract ends, revert to the pre-discounted rate mentioned when purchasing, which is common among many providers.'
So brainwashed! Completely disagree - The increase did not have to be so large with a refusal to negotiate terms for a new contract with the added of poor customer service and backwards policies and procedures that as staff you will just keep repeating like robots....
EE you have lost your way, we would always pay a bit more for good service but you're going backwards and why compare yourself to other providers - Work on being standout as opposed to ripping people off with contract smallprint...
No resolution either via TP reviews - Just signpost to another department hoping people will go away with nobody taking ownership. Poor at every level.
Date of experience: May 07, 2024
Reply from EE
Hi Scott,
My colleague was just wanting to give you the most accurate information, looking at his response he has done just that. As he says you can take your complaint further by visiting here > https://ee.co.uk/contact-ee/complaint
Take care,
Matty.
Today I received a phone call as promised from Oscar at EE. An extremely pleasant surprise to receive this call. Oscar has dealt with and is sorting out my problem with EE phone/broadband which has been ongoing for two months. He is an extremely efficient and effective employee and it is solely due to him that I have decided to continue my contract with EE. Thank you Oscar.
Date of experience: May 04, 2024
Reply from EE
Hi there!
It's great to hear that you've had this experience with one of our guides, this is the level of service that you should expect from us each and every-time you get in touch.
You know where we are if you need anything else in the future, take care,
Matty.
Avoid this company. Is ripping off customers, after 2 year contract with them they rise my bill with £25 after they sending email confirming rise with only £5, NOT £15
Date of experience: May 07, 2024
THIS IS A CONARTIST COMPANY I WAS PROMISED EAR BUDS WORTH £280 AND EE HAS NOT GIVEN ME WHAT I WAS PROMISED. IT WAS SUPPOSED TO BE INCLUDED WITH MY PHONE DEAL. BUT I HAD TO CLAIM THEM ONLINE. I DID BUT MONTH LATER I STILL HAVEN'T RECEIVED THEM. IM GOING TO CONTACT THE OMNIBUS MAN. THIS COMPANY SHOULDN'T BE ALLOWED TO MISLEAD SND CON THE PUBLIC
Date of experience: March 28, 2024
Reply from EE
Hi there,
I can assure you that we're not misleading or conning any of our customers, especially when it comes to gift with purchase accessories. It does sound like you had to claim with the manufacturer directly and if you've missed the cut off date, this could be the reason why you haven't received them.
Apologies as I know you'll be frustrated, however I'd personally recommend chasing this up with them directly.
Take care,
Matty.
Purchased pixel 8 from EE on line store in December 2023 as a gift, paid in full with no contract. Within weeks developed a fault which I have since learned is well established *green screen). Sent for repair in January no fault found as fault intermittent. In store no support available as purchased on line. Fault has worsened so contacted EE on line. In short told nothing to do with us, yes, it's an established fault, take it up with Google. Shocking shocking customer service. No talk of further repair or refund ......cheers we've got your cash , jog on don't call back....oh and no I can't give you details of complaints team you can find that on line...bye now! I'm in process of cancelling current EE contracts held within household.
Date of experience: May 05, 2024
Reply from EE
Hi Martin,
I'm sorry to hear that you're having trouble with your Google Pixel 8 device not working as expected, I can absolutely understand your frustration and we want to do everything we can to support you with this. However, we always recommend speaking to the manufacturer about this as you'll have 2 years warranty with them directly, please contact them and try to get this resolved sooner rather than later.
If there was anything else we could do for you, we would gladly.
Take care,
Matty.
The last engineer min success disconnecting. What should have been important kit
RESULT SINCE THEN.
Lost all sports channels
Lost ability to simply see channels back and forward. For 3/= 4daYs
Telephone. Disconnected
NEW KIT ARRIVED now waiting recorded promise to set up PROPERLY
Date of experience: May 03, 2024
Reply from EE
Thanks for your review, Alfred.
I'd always want your home broadband and TV to be running properly, and if you ever have any trouble with it, we'll be happy to help.
Our dedicated broadband support team will be the very best people to speak with for help with that; you'll be able to speak with them by calling 150 from an EE mobile, or 0330 123 1105 from any other phone.
Craig.
Very poor service from EE. I feel like they have changed drastically compared to when I first received their service. They have no sense of loyalty or even affordable packages and the team both in store and via telephone (loyalty) are just so immovable and absent. I've never been so horrified by the service I received.
Date of experience: May 04, 2024
Reply from EE
Hi Tahmina, thanks for your review.
It's disappointing to read you're left feeling that way. We have a great range of phones and plans available to suit everyone's budget and needs; we know that price is important, and so is quality and we aim to offer a good balance of both in line with all the benefits of being on the network, such as our stay connected data, data gifting, inclusive extras and more.
When you're due an upgrade, we'll always be more than happy to review your current plan and needs to help make sure you get the best plan for your upgrade, and thank you for your loyalty, too. Our dedicated upgrades team over the phone are the best people to speak with, and you can do that by calling 150 from your EE mobile.
Craig.
Had some tech issues with my roaming when I arrived abroad. I called customer support and Patricia from the Tech Team saved the day and sorted it out in no time. She kept me updated throughout the process too, so I knew what was happening
Date of experience: May 04, 2024
Reply from EE
Thanks for stopping by to leave a great review about your chat with Patricia. I'm glad she was able to help get that sorted swiftly for you so you can stay connected while abroad.
Craig.
£215 to cancel a phone plan? Seriously EE? I look forward to the day a company comes by and gives global unlimited coverage for £10/mo and BT/EE is put out of business. Legacy company that clearly have an enormous cash cow and are asleep at the wheel. They'll be disrupted soon enough.
Date of experience: May 04, 2024
Reply from EE
Hi Ryan, thanks for your review.
When you take out a mobile or SIM only contract, or broadband package and want to cancel it within the contract period, there would be a cancellation fee to pay to do that which would generally be the remaining cost of the contract itself; this is standard across any provider.
Craig.
A thank you to the Peterborough Store - Queensgate.
Manager Usaid ALI was just the happiest and most welcoming on a busy Saturday afternoon, and I was impressed at his energy. There was of course an expected wait due to it being a Saturday but communication and managing customer expectation was spot on. Usaid was juggling a lot of queries and had lots of patience with all customers.
I was dealt with by Thomas F, who was upbeat but gentle with it and who helped me without bamboozling me with information. He did offer various options and spent time making sure it was all right for me. I didn’t feel rushed or pushed into anything.
I observed all team members and their positive interactions with the customers and colleagues but they were all very engaged and customer focused.
Thank you
Date of experience: May 04, 2024
Reply from EE
Hi there!
It's great to hear that you've had this experience when visiting one of our stores, this is the level of service that you should expect from us each and every-time you get in touch.
I'll gladly pass on your lovely feedback, you know where we are if you need anything else in the future.
Take care,
Matty.
Been with ee almost a year very pleased i changed..only had 1 minor issue wich customer services dealt with immediately ..would definitely reccomend.
Date of experience: May 05, 2024
Reply from EE
Hi Danny!
I'm buzzing to hear that you've had this experience whilst being with us, this is the level of service that you should expect from us each and every-time.
You know where we are if you need anything else in the future, take care,
Matty.
I’ve had bad customer service few times now. When I’ve finished my contract, I’m gunna just stay with my other phone company. Was accepted for a games console one minute, then the cancelled but cheek of it sent out the free gift, but was for a £9 charge per month, so declined the console but charge me for other bit. Too much hassle to return. Put in complaints several times still not one return call. They ordered the wrong watch last time.
Date of experience: April 15, 2024
Reply from EE
Hi Caroline,
I'm sorry to hear that you've had a poor experience whilst being with us, this isn't how we'd want any of our customers to feel.
I can absolutely understand that you're frustrated and if there's anything we can assist you with, please feel free to drop us a message over Social Media and we'll open up a complaint for you.
Take care,
Matty.
Roaming stopped working, EE sold me a new contract, stating on the phone that free roaming would be included.That turned out to be a lie, fortunately I noticed before the 2 week cooling off period and could get out with minor hassle only. Obviously I left EE and won't return nor recommend them.
Date of experience: May 02, 2024
Reply from EE
Thanks for your review, RR.
We have a great range of plans available, including those with inclusive extras allowing the selection of free roaming in certain countries around the world and the EU. If you were specifically sold a new contract and advised it would come with something specific, we'd always be more than happy to look into that to make sure you're getting what you had expected if you speak with us.
It's a shame to read you've decided to leave us though, and I do hope you'll make a return in the future.
Craig.
I was going to switch my number to EE without contract, just Pay as you go. I did not finish my transaction because I was waiting until closer to my current billing period end. On Monday 29th I got call from EE customer service representative that was trying to convince me to join the company in contract form. The guy was extremely unpleasant and arrogant and made me completely change my mind about joint EE. Incredible ….
Date of experience: April 29, 2024
Reply from EE
Hi Dominika,
I'm sorry to hear that you've had this experience when we've called you to discuss a contract instead of Pay As You Go, this isn't the way we'd want any potential customers to feel.
Just so we can discuss this with you in a bit more detail, you're more than welcome dropping us a message over Social Media when you get the chance, take care,
Matty.
Never get wifi with EE! Have been waiting for a month since my wifi was supposed to be installed, complete lack of communication from ee or bt regarding updates and when I finally get through to a customer advisor they agree its been handled wrong but still don't provide any solution. Complete incompetence
Date of experience: May 03, 2024
Reply from EE
Thanks for your review, Elena.
I can understand how frustrating it must be waiting around for your WiFi to get installed, and can imagine your disappointment if you feel like you're not being provided with any solution.
Our dedicated broadband team will be the very best people to speak with regarding that; you'll be able to speak with them by calling 150 from an EE mobile, or 0330 123 1105 from any other phone so they can offer further support to fully investigate what's going on.
Craig.
Absolute scum bag "Company"
Back in 2019 I visited the St Helens EE store. I requested a contact free Internet dongle as the apartment I was in at the time wasn't permanent. EE had got me to sign a contract that I was led to believe was a 1 month contract. This turned out to be a 24 month contract. When I cancelled my out goings to EE I then found out many months later that I was apparently missing payments. It is now 2024 and this negative mark still lays on my credit score.
Moral of the story is; DO NOT TRUST THIS SO CALLED COMPANY. THEY ARE SCAMMERS AND WILL PAY THE CONSEQUENCES OF SCAMMING!!
Date of experience: May 04, 2024
Reply from EE
Hi Bradley,
I'm awfully sorry to hear that you've had this experience, we should be making our customers aware of the terms and conditions before taking out a contract, so I'm gutted that you weren't aware of the contract length.
Just so we can discuss this further and give you some support, please give our team a call when you get the chance.
Take care,
Matty.
