EE 

EE phone crap
Crap customers service
Wouldn't every contract are ott and not value for money not worth the hassle
Staff needs retraining

Looks like I’m just another one of the many that have been ripped off and insulted by their awful customer service from reading the online reviews.

I joined them when they were good (Orange!) 13 years ago, and seen their service go from excellent to dreadful, along with the huge / increasing costs.

Unfortunately my contract ends next feb, and they have said it will cost me £230 to leave the contract now!!! – so they truly have me trapped / gripped by the balls on this!

So be warned – if you’re thinking of joining EE then I recommend you don’t just take my word for it, but read other reviews (on their fb page too!), and don’t be sucked in by their misleading advertising. They will rob you!!!

If you’re already with them, then check your bills, and find out when your contract ends!

Seriously guys – they’re an insult! Sooner I can get away from them the better.
My money would be safer if I put it in my back pocket, clearly visible and walk through the back streets of London at night!! And even then the service I get from a mugger will probably be less conflicting, more honest and helpful!

I wouldn’t even give them 1 star – if there was a '-10' star option then this would be more appropriate.

Having said that I'm a forgiving kind of bloke! - if EE read this and wish to make some kind of amends then I'm willing to listen! Everyone makes mistakes , it's what happens next that counts.

Some of the worst customer service ever experienced, if you can get though to a person without paying 50P for and upgrade to be a "priority" call then you are treated so badly that it's not worth making the call to start with!!

I will be ending my contract with Orange/EE with immediate effect.

rang to cancel a sim only and was offered amazing fibre broadband. was told it would be free installation due to a special offer 2 weeks later received an email saying it was £25, then got a text saying they needed to speak to me. after about 20 minutes or so was told there was no capacity in the box so could not have it and than transferred me to cancellations dept (retentions) who told me a completely different story. I started to get annoyed as I had been on the phone for 40 minutes by this stage so the girl promised she was putting a note on her diary to call me back between 10.30 and 11.30 the next day! Guess what? No call then or since and that was about 2 weeks ago so I assume they can do nothing for me! this is pants service!

DO NOT SIGN UP!!
This is one of the biggest mistakes i have made and now i am tied in to a contract.They told me i could receive a certain speed in my area, signed up only to find out i could receive after waiting a month to be connected, i then had to upgrade which i had to wait another month for and then i get a bill of £98 just for broadband!! ridiculous!! the service is poor, always cuts off and i can never get through to anyone in the UK.I was foolish enough to take out the EE tv too, which is the biggest con going. It doesnt work and is noisy. Loud whirring like an xbox 360. Cant have it in a bedroom becasue of the noise, so if you want to record something but are trying to sleep you CANT!!! STAY AWAY FROM THIS COMPANY

OK, things have been up and down with EE for a decade now. When a problem would arise, I would contact them and it would balloon into a bigger problem usually.

I also once had them taking money out of my account without permission that was approximately £170 some years back when I originally made this review.

I contacted EE to have my secondary number to be my main number on the account and main number to become the secondary number, as I was planning on keeping the secondary as my current and only number, as it's the only one I had used for a year anyways.

So they then switch the numbers on the sim cards and I am stuck with the wrong number, and the numbers don't look like they were switched on my account either.

I have the other sim but it has been misplaced, so essentially lost. I only figured out the numbers were wrong when trying to receive an activation text. This also made sense, as my son's school had tried calling me a few times but the phone did not ring and they went straight to voicemail. I need an open line at all times with my sons school and a few other people, as my son has autism and EE don't seem to care or bat an eyelid to the immense muck up they have done yet again.

I called yesterday the 26th of October 2018, described the current issue and they sorted the account out with the right numbers, but have to send me a sim card with the number I want which I found very backwards. Sim card arrived the next day (today) as he said it probably will do, so was impressed by EE and mostly impressed by Royal Mail. At this point I am tired, as this has been going on for over 2 weeks. The sim is not active, it's meant to be activated according to them as soon as I insert the sim. Going to their site to try and activate it, says it should be active, so making that stupidly redundant and a waste of time. They say to call 150... Yeah, I will with my inactive sim card! CLEVER!! and let's say I call from my other sim, which I am unsure if it can, as they are still charging me for that but have cut off a lot of things with the sim and I believe it is inactive as well and even then, would be unable to test the new sim card, as I have only one mobile and no landline. Good job EE, your stupidity strikes again! If only stupidity was a criminal offence, maybe we'd all get a better service?

Spoke to a Simone on Twitter of whom was reasonably nice but not overly willing to try and help me towards the end when I had pointed out some obvious issues. They suggested Tech call me, I explained that wouldn't help, as I have only one mobile, and would not be able to say when the sim had or hadn't been activated, and had no access to a landline.

They then suggested live chat, I informed them I had tried and was waiting a while and didn't feel like repeating myself again. They did suggest copying and paste, which is still repeating myself but thought I'd give it a go. Went back to EE's site, where I was unable to chat someone and was given only 2 options. Call or go in to the store. I got back to Simone stating this and said I can't call, and the stores are closed. Their response was and I quote. "You can do which ever suits you best Alan. -Simone."

That is the most pathetic response ever. They need to train their staff and I am fed up of EE making everything worse. This should have been a simple friggin' switch. I didn't want my number to be switched, I wanted the main number on the account to be switched. How the bloody hell is that so difficult to comprehend? Now jumping through hoops trying to get it all sorted. Useless bunch. I was impressed for a brief period, till I realised how much of a screw up they had done.

Firstly I payed 200 pound in June to upgrade my phone as my previous phone was faulty. The store then messed up the upgrade and didn't upgrade it until the end of August so I was paying for a contract I had already payed in full. Then my phone repeatedly turns itself off and it is constantly freezing. The woman on the phone was extremely lovely and helpful and offered to send out a replacement as item is faulty but because the store has yet again messed up and my Imei number is not the same as my phone she couldn't do it and now I have to go back to the store again after being offered to send the item off last time which is ridiculous. What do I pay insurance for if I can't even get a phone that works. Your call centre is 5 star but the experience is what reflects this review and my phone is still not working properly.

The young man was smiling happy chatty and did you proud. Well done Graeth I would use the store again and recommend

I purchased a ee simcard because they were boasting what a excellent coverege they were providing, I did a check on the net to verify this and it all seemed to tally up so i went ahead and got one of there sims as they were boasting 2 gigs of data for a 2 month period so far so good, my sim was duly recieved so poped it in the (unlocked phone) a samsung top of the range phone..guess what ..not even a signal either on 4 or 3G..got in touch with customer services and was told a'h you have to phone customer services it mite be your fone ..already told them i had tried the sim in 3 different unlocked fone ...what rubbish these people want a shake up its faulse advertising..

Just dont go there. Im too exhausted to give you all the details...just BUYER BEWARE

I DO NOT EVEN WANT TO AWARD THEM 1 STAR BUT THERE IS NO OPTION TO GIVE THEM A NEGATIVE SCORE. I have just completed the MOST MISSERABLE two years off my life thanks to this company. Apart from being over charged for the service from the beginning it is near impossible to keep a check on your account and billing information as their website (PARTICULARLY THE PAGE WHERE YOUR BILLING INFORMATION IS HELD) is regularly 'DOWN' and 'UNAVAILABLE'. BEWARE of the following when considering them as a provider. If you buy your phone from a third party they cannot or will not unlock it for you. They will tell you that they can and then charge you £8.99p for the privilege, then ignore you. When requesting your PAC code you will be passed between at least three different representatives and WILL NOT be told that there is a charge for requesting it. Heres the best bit. When you submit your 30 day notice as you are required to do you will be deemed to have ended your contract early and will be charged and early termination fee of £59.99p. The coverage is next to useless as soon as you enter any sort of building and yur phone becomes redundant. Add to this that the staff who reply to your calls are totally void of any empathy and simply reading from 'crib sheets' it can be very frustrating when trying to deal with any issues you may have. I have had to call the customer service department on so many occasions now that I am on first name terms with them. All of my complaint letters and emails (with the exception of one) have been ignored. The whole saga has ensured that I WILL NEVER have another contract phone, EVER AGAIN. PLEASE! PLEASE! PLEASE! DO NOT USE THESE PEOPLE. You will regret it it forever.

Worst customer service I've experienced, paid £120 to get my broadband back on back in JANUARY! 5 months later still nothing! Placed a new order about 5-6 times each person passing the last person off saying they didn't set it up! Asked for the calls to be listened to asked for a manager to call me back have been waiting for 2 months!
Finally after receiving a bill!! I spoke to someone called Jamie Penhallurick who assured me he would take over this and gave me his email so I only had to deal with him, he offered me compensation and 2 months free (for some thing I've never had!) he assured me this time he would have my internet back up and running...
Of course this didn't happen either and I've had 3 phone calls from different ppl saying you want to set up a new order!!!! One of them instead of listening to me just talked over me and then put me I hold for half an hour and transferred me to the registration team! After me kicking off the person he transferred me to put me on to a team leader who said she would look into this and as I was in work and already lost a hour on my dinner she would call me back after 5, I explained to her that I was doubt that she would call me back and after promises and lies she of course didn't! Still heard nothing! Still no internet! For a big company you can't even deal with this!!
I will be advising everyone I know to switch or stay away from you and will not be renewing another contract for my mobile! And will be taking this further!

TERRIBLE SERVICE AND THEY ARE JUST THEIVES. GOT A 18 MONTHS MEMBERSHIP AND NOW THEY HAVE INCREASED THE PRICES USED TO PAY 16 A MONTH. NOW PAYING 21 A MONTH. THEY HAVE ALSO INCREASED THE LINE RENTAL FROM 132 TO 165. SO WATCH OUT YOU WILL GET IN TO A CONTRACT WITH THEM AND THEY WILL JUST CHARGE YOU AS MUCH AS THEY WANT ONCE YOU ARE INTO THE CONTRACT. I WILL BE CANCELLING MY PHONES AND BROADBAND WITH THEM IN 6 MONTHS AND HOPEFULLY EVERYONE ELSE DOES. ALSO I NEVER GOT MY NOW TV BOX AND THEY JUST KEPT SAYING FOR 4 MONTHS THEY ARE SENDING IT AND AT THE END I JUST LEFT IT. WORST COMPANY EVER

Recently moved over to EE from another big brand which kept letting me down.

Firstly i used their website chat to get some information on the sim only plan and found the member of staff very helpful and polite.

The sim arrived quickly and on the change over day it was all completed by 8am with pretty much no downtime on using my phone. Much smoother than the previous company.
I've also found that their coverage is much better while at work and on the weekends when i am out riding horses in the middle of nowhere.

I think it will be easier to copy the message I have sent to EE with regards to our latest issue (Key word there LATEST, suggesting this isn't the only issue we've had) -

"Hi This needs to be read thoroughly and sorted immediately as I am disabled with a number of mental health issues.

My partner had his phone stolen on Monday. EE shop said they can give him a new one, that someone will deliver it. The man turned up Tuesday with the new phone and asked for the old phone. My partner was obviously like WHAT?? It was stolen how can i hand the old one over?? the man left not giving him the new phone. He had to phone again for them to say they are 'so so sorry' with this delivery mans behaviour and that they are removing this "£25 fee". My partner then said "I need to know for certain that this time it will be coming" and they said it will be coming yesterday between 6pm and 10pm. They printed off the paper and my other half asked them to read it out through the phone to confirm that it is that date, time, name and address.

TICK TOCK half 10pm (I need a lot of care in the evenings and need to be in bed at about 10pm so you can imagine the hindrance) NO person delivering the phone. I was absolutely furious at this point. To know there was nothing I could do to help my partner

When he went in to ask them in store about the phone he was also told in store that he will get a free tablet for being a long time customer (EE since it was born and Orange before that) and when he told me i said WHAT WHERE?? What do you have to do to get it? If you get a free tablet why didn't they send you home with it? (This is when he visited in store East Grinstead to arrange the first delivery of the new phone)

He then phoned again this morning for which he had to take time out of work to do as they refused to pay him for being on hold to a company... He has now been told the same thing that they will deliver the same time today between 6-10. He is working 7am until 10pm and not home until half 10 and I am here alone, and as I have mentioned I am ILL and can't open the door. I was attacked by a delivery man last year and can't do that again. Do you see the severe effects this has? Just for not doing what you promised you were going to do for one customer? The knock on effect that it has...

We also have broadband with EE and I just can't do this any more. IF this is the level of customer service I just think what happens if we need help with internet? So we could just move to BT and not have all this hassle when things go wrong

Before you assume "OH well some person can't use their phone so what just means they need to use something else" We do not have a home phone or any other phone, that is the phone we need for emergencies. THAT is the phone that is used to phone my support worker or the ambulance when something happens to me with my health issues. We have not been able to do that. It makes me feel sick to my stomach enough that there are people in this world that think it's okay to TAKE something from someone else. To STEAL. It makes me so so sad.

Before you tell me to phone the help number i cannot use the phone even if we had one."

Their reply hours later... "unfortunately we don't have access to accounts here and can only ask you to call at your earliest convenience for further support with this issue. You can reach them on 150 from any EE handset or 07953 966 250 from any other phone. " (!!!!)

I wish to share my experience I had with EE today and I am truly overwhelmed by the level of customer service provided by this particular lady Sandra on Ext 29586.

I wish to score her as below:

Welcome - 100%
Politeness - 100%
Knowledge - 100%
Patience - 110%
Extremely helpful - 100%

I wish in general, there should be people like Sandra employed by EE, not only she saved me money, but gave me good advice too

I am extremely satisfied and once again wish to thank Sandra for all the assistance offered.

EE - I wish nominate Sandra for the best customer service personal and she has ticked all the boxes and can be classed as a role model reflecting EE customer services !

Sanj

In November 2014, I contacted EE to upgrade my phone with a renewal of my pay monthly contract. To my surprise I was offered a contract upgrade fee which was higher than what other networks were offering to new customers. This meant that EE were expecting me to pay more for a contract renewal than what Vodafone were quoting to new customers for exactly the same package. This is despite my loyalty of being with Orange and EE for almost 10 years.

After that, I contacted EE in January 2015 to ask for termination of my mobile phone contract now that my 2 year fixed contact period was over. They charged me over £20 for unblocking my phone which is a service other networks such as 3 and O2 do for free. Also EE continued to charge me the same high contract monthly fee despite the fact that my 2 year contract was over, I know that O2 halve their contract fee once the fixed contact period is over.

EE has become all about charging customers as much as possible for services that other service providers do for free. In their advertising EE claim to have the fastest 4G data network, but in my experience since I have switched to the 3 network pay as you go, I have found the 3 network to have a much faster 4G data network than EE, and also a lot cheaper than EE too.

After being with Orange and EE for almost 10 years, I am so glad that I have left them now and joined the 3 network. EE is all about charging customers as much as possible for a mediocre service.

Just spoke to Susan in the South Wales centre she was great and enthusiastic. Although my issue wasn't resilved she provided me with all the right information and sent a mail to the correct team for a call back. She was great.

At the time of change over there was some minor problems but these were resolved immediately.

The only bad thing I have to say is the wait when trying to speak to someone on the phone. When your working long hours and only get an hour for your lunch spending the whole time on the phone to EE is the last thing you want to do!

Would recommend to a friend.

Having Been with Orange for over ten years without a single problem I was moved across to EE at the end of my contract with Orange when I was due an upgrade. I have always paid by direct debit and was told there would be no change to my service and the 'migration' to EE would be seamless. Nothing could be further from this, an unexpected extra bill came out of my account mid-month ( for the last ten years + my bill had been on the 28th of each month) When I rang and challenged them on this they said it was because my billing date had changed and I would have to pay twice that month? After numerous phone calls the situation wasn't resolved, and then a number of emails also we went round the houses and with the threat of a mark against my credit record I paid the two bills for one month. Really really annoyed, the customer service was awful and the empathy and understanding non existent!
Do not whatever you do switch to EE!!! I am a Bt customer and worried with them buying EE if they take in their shocking customer service! Going to look at Virgin in preparation to see what their quad offers are!