EE Avis 

I don't often write a terrible review but I have to say there was nothing good that I can say about the customer service that I experienced with EE last Friday evening. We were on the phone to them trying to get my Dad's new phone sorted out. In total the issue took 2 hours to sort out, something that should have taken just 10 minutes at the most. My Dad who is 82 and finds technology difficult would have had no chance sorting out this issue. I am a very kind and polite person but the whole experience was very stressful. We were passed from one person to another and each time told different things. Overall we felt unheard.

In the process of trying to leave EE as end of contract

However it seems I’m possible to do so - having been told my wait time was 2 hours - I am still waiting 24 hours later

Already have one open complaint with EE and will now be referring to the Ombudsman - highest priced tariffs around with awful customer support

Customer service is none existent and nobody takes ownership of mistakes.
We were a week out of contract with our old supplier and about to move house. I spoke to an agent from EE on their webchat.
My husband works from home for a call centre and I explained we would need good reception and speeds so we could run our household.
We discussed various options and checked broadband for both the area we lived in and the area we were moving to. We decided to buy the mobile broadband router and after we moved to call and arrange for an antenna to be fitted.
The new router arrived on time and worked perfectly.
I couldn't link the broadband to my account though as it kept saying I was entering the wrong information and what I needed was on my bill, I didn't have a bill.
As the broadband was working I decided to wait for a bill to arrive. NOPE no bill via email or post and I couldn't get into anything on my online account.
After we moved I rang to explain the issue and that my signal was dropping out.
The agent changed my address.
Unfortunately she said she had also linked my broadband and sent me an email. NOPE
I asked if she was able to order the antenna and take payment. I was told this wasn't possible as the antenna wouldn't work with the router I had and should connect with a cable. NOT WHAT I REQUESTED AT TIME OF SALE
I called again to complain about the things still not working. I was told I couldn't link my broadband as for some reason I had 2 incomplete accounts, This was fixed and I was transferred to technical as I COULD have the antenna. Tests were run, I was losing packets of data, the antenna was ordered.
I still couldn't get things to load.
On the day of installation for the antenna the team from there kept me informed and arrived exactly on time.
Great, I thought, we are finally getting somewhere, NOPE
The mobile broadband router I had been sent, by EE, after discussing my needs, could not be fitted with an antenna and the poor chap very politely told me I needed to have things hard wired to do what we needed and this had to be ordered.
I am now not happy about all this and the fact that I have previously asked to make a complaint but have not received a reply or call about this.
I rang again.
This time I immediately said I want to make a formal complaint.
After 40 mins if messing about as the agent could not get into my account, despite her telling me she was in it twice already, I now for some strange reason have a secure account OH DEAR, I eventually get put through to someone else who doesn't even know I am wanting to make a complaint and thinks I just have an antenna issue to resolve.
I wait again as she tries to get a manager as she is not able to do this, after a brief hold she comes back to say I won't be waiting much longer, I get put back on hold and after a few moments the call is lost.
I have now waited several hours in the hope that someone will call me back NOPE
I have wasted hours trying to get this resolved and have given EE several opportunities to resolve this.
SHAME ON YOU

Ever since BT bought EE, customer service has gone downhill. Business support only done by chat after 17:00, which is unhelpful if you are abroad. My roaming package doesn't work and it's now the 3rd time that I speak to EE about this and was assured it would work.

Firstly been with EE for 2 years, coverage average, can’t get a signal in home so use Wi-Fi calling, step out the house one bar if lucky hit an miss calls! Been paying £7.40 per month ready to renew and EE now want £10 per month which is not gonna happen, all other mobile companies are reducing monthly fees EE increasing fees! Bolt ons for Countries like Turkey are absolutely ridiculous price wise! So it’ll be goodbye to EE! Surely the way forward is to look after your existing customers! One star is all you deserve! EE contacted me a few days later and offered me a better deal so staying with them!! Now 4 stars!

Apauled again, disabled lady mobile phone bill doubled I'm housebound with a broken arm ....left me on hold up to an hour nice lad said he would put me on a short hold to another department ....never happened I'm not been charged for the call.If this is how they treat vulnerable customers it's a disgrace.I have tesco simcard £ 8 a month but can't test it as trapped at home. I will be leaving EE contracted landline and internet to 2026.I will leave you as mobile customer 40 years no reception at home so thanks Jacob in hull for wasting another hour of my life for nothing like the lady last night did .....if you are thinking of joining EE please DONT. SEVERE ME CANCER still treated like dirt

Agreed to switch to EE from Virgin, sales person went through all my requirements and came up with a price that met all my criteria, it was £40 cheaper than Virgin, 4 times I got the sales guy to check it was correct , he stressed it was all as per my requirements.
Date for transfer and installation were agreed, fitted all to plan this morning but none of my sports channel requests were available? Called the help line to be told they are not included ?
I explained that the sales person had checked the requested services 4 times but Shari the EE employee said “ we can’t prove what was said or not said so they can’t do anything ?”
I asked what the sales persons ID was so they could check but she insisted the EE system doesn’t say who sold or instigated my order ? Really ? 🤔
She even told me that they don’t have sales people selling door to door despite their ID lanyards and iPad to order systems they secure.
She could only resolve by getting me to agree a new deal which was £9/month dearer ??
I refused her offer and contacted Virgin to reinstate my service which thankfully they have.
I have now cancelled the EE contract, asked them to take away all the installed wiring and boxes from my house and make good the walls etc, I have also instigated the return of all their equipment, I asked Shari to connect me to a manager but conveniently the line went down when she tried to transfer me 😡
I called back in and explained to Niamh the new point of contact and she absolutely debunked all that Shari had told me about external sales etc and the ability to identify who sold the system under false pretences.
Be warned , EE service to honour the deals made and then insinuate I was making it up ( basically telling lies then ?) .
Thanks to Virgin in their ability to reinstate my service .
My advice is “ Avoid EE “ I really hope EE contact me to explain this fiasco and why their employee was not aware of their selling services and even suggested I could have put the order on their system on my own iPad ?? she had never heard of such things as I described them to her ?

Would give less than 1 star if possible. By far the worst complaints procedure I’ve ever had to endure. Upgraded contract, previous one wasn’t settled so I’ve being paying for both for 11 months. Admitted to me being mid-sold but the compensation on offer was a quarter of the amount that has gone out of my bank in the last 11 months. Staff polite but well trained to not give an inch whilst knowing somebody had been robbed for almost the last year. Regulated by the FCA to protect customers, a load of rubbish!

Signal for all services is awful throughout Scotland, Edinburgh is patchy as is Kinghorn in fact everywhere is awful. Avoid EE if you want a mobile phone service. 4g and 5g are unavailable throughout the central belt of Scotland.

Do not buy mobile phones and mobile contracts from EE if you do you will spend more time waiting for internet than the time you actually get to use it, a bit like Freeview TV where the adverts are longer than the programs per hour. I have had continual stoppages all day today where it makes it impossible to read a newspaper without having to wait 10 to 15 minutes for the internet to come back on.
As my last review I had a usual generic reply from EE regarding my EE
broadband which I do not have, their mobile network is bad enough just shows they don't even read the reviews to what people are complaining about absolutely useless. God knows when 5G comes available near me what that would be like. When I was on 3g it was far better than 4g. I'm sorry I had to give it one star it would have been minus five if I could.

The signal in my area was affected for around a week. I have 2 phones from them. Mine and my daughter's. When finally signal went back to normal I decided to ring them and ask for some credit on my account as we were left with no reliable service for a qeek.They said I should have phoned when i had no signal. But I had messages from them to tell me why it wasnt working so why would I ring? I knew they were doing work. So for the future people make sure you ring them and keep ringing them so they can accept responsibility for no providing service you are paying.
Because of this I will be leaving when my daughter contract comes to an end

Was at the Oxford street location to get a replacement card. Spoke with several people and got different answers each time. The manager was the least helpful and was dressed very unprofessional. Was told passport may be a forgery and they would not take the UK Resident permit as valid ID. He was rude and unhelpful.

Just renewd my contract from sim only to getting a phone.with ee.so explained on phone just wanted a basic phone contract has I'm 66 yrs old so he said he could do one for 37 pounds month no add on just 37 pound so got my phone all well after I worked out to work it..lol.recived my first bill 64 pounds.what .? So phoned ee.come back with because the day in the month I got it.still don't under stand she said he should of explained it. To you . Give you option to leave it a week.my bill first one would've been just 37 pound.xx

Shocking customer service. Have just been hung up on trying to make a payment after 45 mins.

Set up new contract online never turned up rang was on the phone for nearly a 2 hours people kept transferring Before someone blind transferred didn’t even tell me they where transferring me then transferred me to a wrong number then transferred me again when I said I was angry as been on hold and blind transferred she laughed at me! And just blind transferred me yet again Not a good start

What went wrong was staying with EE when I moved house. I started with one tv/broadband package and ended up with them taking 3 direct debits per month for 3 tv packages. One for my old address and two for new. Eight hours on the phone they eventually close two of the tv package accounts only to try and take £1446 direct debit for cancellation of two accounts I never had. Still not resolved and having read other reviews it seems to be the norm. Avoid at all costs.

Absolute scam company, I cancelled in the 14 day cooling off period and they left my account open and kept trying to take money from me and the customer service is a disgrace, they are an absolute scam ,I would strongly recommend avoiding.

EE customer guides really don't know what they are doing. An old account in my name that has had my Husband down as user. It's his DD that pays the bill. Was told it was a simple process to transfer the account to his details in full as the account owner. This has turned out to not be the case. It has been a nightmare. Calls to various advisors who all say they can rectify the errors that have occurred. Still not resolved. At wits end. Terrible company.

If you like jumping through hoops to join massive queue of people to actually speak to someone. This is the network for u. I'll pass.

EE HAVE HAD A NEGATIVE AFFECT ON MY CREDIT SCORE DUE TO THERE INCOMPETENCE AND ITS COST ME MONEY TO CLOSE MY ACCOUNT WITH THEM BECAUSE THEY KEEP FAILING TO CLISE THE ACCOUNT AND CHARGE ME FOR AN ACCOUNT I CLOSED AND NO LONGER USE IF I WERE YOU I WOULD USE TESCO AS THERE CUSTOMER SERVICES ARE PROFESSIONAL AND PERSONAL