EE 

I have recently been forced to change to EE after having an original account with T Mobile (EE took over T Mobile (plan price not changed in five years) some years ago) as my service was deteriorating rapidly and I was informed that the T Mobile masts were being decommissioned so was convinced to change even though I got less data for more cash! Now I have just received an email informing me my price plan is going up (not by a huge amount but that’s not the point) and I haven’t even made my first payment on my new contract, how to impress your new customer!! THINK BEFORE YOU BUY.

Cancelled contact in January, contract ended in December but still got billed for 2 months after and these bills were higher than my contract bill. Got in touch with EE to sort it out , what a complete wast of time!!! They are worst company I have ever dealt with. Never mind one star, minus one 02 all the way
After doing a live chat I was still none the wiser as she kept saying there was no recognition of my call also she was using the term migration which i wasn’t even aware of the term or understood what it meant. She was quite intimidating in the way she kept using my name and saying like I said.

I wouldn’t even give this company a star if I could. For the past month I have had nothing but trouble. They gave my SIM card to another person, who has had access to everything. Constantly ringing my family and friends and sending texts from my number. After getting my number changed it’s still happening. After 40+ complaints they have done absolutely nothing to resolve the issue. The people in the shop however have been very helpful but higher up are nothing but trouble. If you want privacy DO NOT CHOSE EE

Basically all their staff are triple glazing windows salesman and miss out loads of important information when taking out a contract, I took out a contract and also took out upgrade anytime WHICH COST MOERE MONEY! Then I was told I could upgrade to any phone however they will not let me 'downgrade' to a contract cheaper which means I am stuck paying £90 a month until I pay off the full amount of £1,200 either train your staff right or accept that you are at fault and let me leave your awful company free of charge.

Signed up for an iphone XS for my daughter's birthday. Confirmation email said 'details of your new phone'. I found out later that they were sending us a nearly new phone! Nothing on their website that we ordered from, the confirmation email and the e-chat mentioned a nearly new phone. Obviously the EE team have never heard of trades descriptions or misrepresentation. Unbelievable...I will be cancelling my contract if this isn't sorted in 24 hours. Dreadful experience.

This company overcharges for everything on the premise that they have the largest and best network! Well, they might have a large network but that network is made up of tin cans and pieces of string which is why it never works properly. Funny how they are always pushing the latest and greatest data rates (5G) but they can't even get the basics right.

When they were Orange they were good, but like all things BT they have turned to overpriced s***.

Masood in Kensington High Street store, so helpful, friendly and professional. Couldn't have had better service. Thank you.

I would give 0 star if I could.

After being a customer for 2 years on contract I discovered that I was still getting charged the same amount after my contract had ended and I had finished paying for the phone. I was told by ee that this is what happens until you phone up and ask them to lower it. Disgusting. No other phone tariff has ever done this, and I have been on orange, Vodafone, Tesco and o2 in the past. Why should I still be paying the same amount after my contract had ended? I was also told that I couldn’t get a refund on what I had been charged. The customer service team were pleasant and did their best but there was a very long wait to get in touch with them and they obviously aren’t being supported very well.

I have gone onto pay as you go now until I next get a new phone, and I will not be returning to EE. Terrible.

Appalling. Almost 3 hours hanging around in store trying to sign up. eventually called them to try to move this on. Was promised a call back in one hour....still waiting.

If this is an indication of how they treat their customers, run for the hills, avoid like the plague...or whatever other cliche you like....just don't go there.

Woeful - tried to upgrade handset on their shonky web page - it took minutes to load and kept kicking me out but sometimes leaving me logged in but unable to see the web page. Turns out that they actually allocated me an additional line. Was supposed to be informed when handset arrived at London shop (near where I sometimes work), they didn't. Logged on website to see if handset arrived noticed new phone number. Called 150 to get it sorted told shop could do upgrade and that the new line was cancelled (it wasn't). Went into shop spent two visit of 1hr+ each there to try and sort it out./ Refused handset and additional line under sale of goods and 14 day rules. Shop refused to keep handset and insisted I take the handset and phone up EE to return. Tried to assert my legal rights 3 times, the shop kept refusing and refusing to have the handset. So took it home, called up 150 found out line hadn't been cancelled and got told I had to open bag and give them EMIE number (in tiny print at bottom and virtually impossible for older eyes to see) threating a large fine if I got it wrong. Then wanted to charge me for the time I had the phone and line I refused and didn't want. Meanwhile upgraded phone doesn't work properly - supposed to be EE's fastest 4 G plan - has not updated emails for 3 days even on home wif fi and cant load a web page. Called up to return the set and cancel the contract for not having received goods an services paid for or as promised got told I cant do that and as I signed in the shop have to honour the two year deal whether the handset works or not. Refused to give me a pac number to move my mobile number as I was still in contract (I was out of the old contract and disputing the new one) and would only provide this 28 days after they received the old handset. Worst thing is they outsource solving their problems to the customer with processes that fight you all the way. The staff in the several shops I visited all know this all agree the processes are rubbish but don't care. No attempt to recover the situation or the customer just an effort to get as much money for as long as they can while putting up as many barriers as they can in order to stop you leaving by getting you to give up. Been a loyal customer for 25 years (orange and ee) they've lost me in 5 days.

Having been with ee since 2015 an before t mobile ,recently fell on hard times after having an accident at work and not being able to go back to work full time yet ,i was given a 50% reduction on all my lines for 6 months I was then told at the time if my circumstances didn't improve I.e I wasn't back full time working they would extend the discount ,I phone today as the discount had finished only to be told that's agent that told me that should never of said they could continue the discount and there is nothing else they can do other than put me on a payment plan which will affect my credit file ,I also have lost all my discount that I earn for have multiple lines so my bill will increase once the arrears are paid, I always had good things to say about we as they be always been good to me but after today the way I was spoken to by both agent and manger I can not wait to leave and join a real network.

Phoned to cancel contract as moved house and now with virgin, told that was it cancelled, no mention of any charge. Had an email that made me think it wasn’t cancelled, I phoned and I was correct, it hadn’t been, he then assured me, that was it now cancelled, again no mention of charge. Another email came saying my bill was now ready to view online, I tried sorting out via email, so I’d have written evidence this time, the replies just stopped, I left it, and thought surely it will be cancelled now. Checked my bank today, and charged again. Phoned and now told my contract was still due up till jan (3 months away), she will refund the charge, but if I wanted to cancel the contract I’d need to pay over £300
That’s ridiculous and I’m fuming. All that time put on hold, writing emails back and forth, continually being LIED to, telling me it’s cancelled. I’ve been a loyal customer for a long time, but now I wouldn’t recommend them to anyone. Treated like this to try stop you cancelling with them is not on! I’m already paying virgin, I’m not paying over £300 to Ee.
To cancel a contract early you do not pay vat, so that’s discounted and theirs also a % of early exit fee discounted, where’s that amount from 3 months? My contract is £24 a month, so I’m aswell paying that for 3 months. I’m contacting offcom, as they can’t get away with that

Never use them!
I paid for a service i didn't get - couldn't use my cellular data and they couldn't help me fix it.
When i asked for a refund they just tried to wear me down and avoid talking to me.
Really the worst customer service i had ever experienced.

I had been an orange customer for over 10 years but they decided to take 3 times my monthly direct debit our of my account at once and carried on taking the usual amount. I tried to query why such a huge amount had been taken and this is where my troubles began. Having been very poorly and not contacted them for many years I couldn't remember my password and so they were unable to access my account. I am a very vunerable disabled person and I have been unable to get any access to my account and have spoken with them 8 times now with no resolution. Although I am not in a contract with them because it ended a few years ago I still have to give 30 days notice because I pay by direct debit. I feel I was mis informed as I was told I was not longer in a contract but to be released now I have to have a months money plus the extra month for the 30 days notice. Please be wary of this loop hole and the most upsetting lesson I have learned is that loyalty means absolutely nothing

Problems with my SIM card, told to go into store. Waited over 25 minutes to be seen, with no interaction or apology from store staff, only to be handed store phone, and told to request new SIM be posted out. After being on hold for several minutes, I walked out and phoned customer service again, on my own phone. Absolutely appalling attitude towards customers. Four people walked out whilst I was waiting!

Dreadful. A cold call when my husband was relaxing after a heavy week of work for a contract they said would cost £1 less a month than his PAYG, turned out to be far more expensive and was for a 4G phone when he has a 'grandad' 2G phone used to text and speak to me his wife and for emergencies. At the time he had £20 of £30 credit left from a payment made at £10 a month PAYG plan. Within five days, when the contract came by post, he saw its costs, and he said it was a complete lie what they had sold him and he said he needed to cancel it. It was well within the 14 day cooling off period. The online forms can't be filled in online and there is a lack of transparency on EE's website as to where and how to cancel, so he eventually called. He was told that his contract would be cancelled immediately and credit restored. It was not. He checked within 24 hrs (last Friday) and the credit was zero. He rang yet again to ask about it and was told on Saturday morning that the process which began on Friday would take 48 hrs and that his credit and line would be restored "at the latest by Sunday afternoon". It has not been. It was a lie . He has now written an email complaint. He still has no credit. Where is the money they took?. They have left him without communication and he needs to ensure I am alright when he is working. I am disabled. The most appalling lies and inefficiencies from EE.

We were mis-sold a very expensive package at Westfield London branch. We went back to the shop 3 times since then, and every time we were promised a refund and we were told not to worry, that they were going to fix that and we would get a call from a manager. None of that has happened so far. If only I had read the reviews before, I would have never entered this shop! Apparently we're not the only ones who were fooled... Now we find ourselves with some extra out of contract things in our bill that were supposed to be included. It's gonna cost us a lot in the long term and nobody at this useless branch wants to help. This was either their mistake or their dishonesty, but still, we are the ones who'll have to pay

Before calling EE, I checked that the Caller ID on my mobile phone was withholding my phone number. I then rang EE as a member of the public to enquire about their deals. I did not give EE my mobile phone number.

Later, on the same day, I received text messages from EE, asking me to rate their Sales team. I was shocked to be contacted by EE after I had ensured that my mobile phone Caller ID was withheld and that I had also not verbally given them my phone number. So I then rang EE to complain. Their telephone asst insisted on knowing why I wanted to complain to the manager, and he said that if I informed him why I wanted to complain, he would then hand my call to the manager. So I told him why i.e. I had ensured that my Caller ID was not revealed, and yet EE had accessed my Caller ID, over-ridden my right to privacy and confidentiality and then contacted me via text messages. The EE telephone asst then failed to put the manager on the line and instead told me that the manager told him to tell me that they can do this and nothing stops them from being able to do this in Britain. I insisted that he followthrough on putting the manager on the phone, instead of relaying messages from her to me. She then came to the phone and brazenly stated that they can access people's Caller ID regardless of the setting on our smartphones and mobile phones being set to withhold our Caller ID. I was shocked! How dare EE access our Caller ID after we have set our device to Withhold?! I will be informing the ICO and Ofcom!

I planned to leave EE today for sky mobile after a lot of hard shopping around for the best deal. I’ll take my hat off to Jakub in you’re retentions team.

Ended up with a great deal moving forward, only positive things to say.

My wife and I took out 2 contracts with From the EE shop in burton 1 year ago.Both phones came with a free gift (£180 smart watch) but we werent told that it was only 1 per household so I claimed 1 and went back to the shop after the 1 month on contract.I had to go to the shop 3 times before the manager was there but when I finally spoke to the manager,he told me that hes there 5 days a week and is always at work,I had basically been forced from speaking with him.
He apparently sent his bosses an email to rectify this issue so that we could get a watch.
I heard nothing so went back 1 month later,He couldnt give me a watch so ended up being given a gear vr headset which I didnt want at all and still have never used,I did ask that the watch value (£180) was taken off our bills but he refused.so then I was still owed £60 as the vr was only worth £120,he then sent more emails to get this taken off our bill and said it would be taken from next months bill,this never happened so again I had to go back down to the shop to sort it.He once again sent an email and actually gave me a print out for proof.waited another month and still it was not taken off our bills,This is now 1 year into our contracts for something that should be so simple!!!
I ended up going to the shop again and basically told the staff I wasnt leaving until sorted,the girl was very short and rude with me as she had seen me before many times and didnt want anything to do with the problem,proceeded to tell that the manger wasnt in which I knew was incorrect and he was in the back doing what ever he does(not much).I then asked if they could call EE and sort it this way,she handed me a phone and said call them which isnt my job but I had to get it sorted.The chap on the phone was great and said he couldnt believe its had gone on for 1 year and that I should push for some conpensation for all the fuel costs and stress etc.He sorted it within 10 minutes and 4 days later EE sent me £60.Im absolutely fuming with the service from that EE shop,some staff are rude and if your not buying a contract they just dont care.They should have called EE 1 year ago and sorted this NOT ME.its cost a small fortune driving to and parking in burton.avoid this shop at all costs!!!