Everything Everywhere (EE)
|In a nutshell|
Last updated October 2013
Everything Everywhere (EE) is the first 4G mobile network in the UK.
Best buy: EE from EE (£0.00)
EE's 4G service launched in 11 UK cities and is now rolling out across the country. If you move out of 4G coverage, your phone will automatically switch to 3G or GSM.
4G speeds up to 100Mbps are theoretically possible, but in practice, download speeds of 12 - 15 Mbps are expected. Typical upload speeds are 5-6 Mbps. That's still a lot faster than typical 3G speeds. This extra speed will enable more use of the mobile web, especially video streaming.
To make use of the 4G network you'll need a 4G LTE-compatible phone, tablet or dongle. EE uses LTE Band 3 (1800 MHz). You can also use a 4G mobile broadband dongle.
Everything Everywhere (EE) user reviews
Love this product? Hate it? Please share your experiences to help other people choose the product that's best for them. Please do not review this product if you have not used it. This is a review site, not a forum, so please don't just ask questions. Please do not use swear words or offensive language, and please, no advertising!
Average rating from 62 reviews:
Reviewed by kevin johnson
on 2nd May 2015
**WARNING**PLEASE READ BEFORE SIGNING UP TO EE**WARNING**
My flatmate and I recently decided to sign up to EE Home Broadband and EETV. We were of course very interested in such a competitively priced TV and entertainment package.
Having spoken to a couple of friends, who had heard very negative comments about EE in general, I was a little wary so had a look online, including this very Facebook page, to see what the feedback was. I saw mostly angry customers voicing their frustration online, seemingly due to them being unable to get anywhere with EE's customer services.
I always take online social media comments with a huge pinch of salt, and I figured we had a 50/50 chance in things working out so decided to trust in what we had been told by the store salesperson and went ahead.
Well I can only say I truly wish I had trusted my own instict and stayed away.
We are now over 3 weeks with no broadband whatsoever. You get told that you will be up and running within 10 days of activation, and that you may experience an 'intermittent service' during that time. So far we have had nothing at all!
I work from home, and my flatmate also runs a small company from home too so the internet is vital to our day to day work activities. This is of course not EE's problem, and 10 days without service relying on our mobile data was something we were prepared to do, however over 3 weeks without it has now resulted in us having to pay a lot of extra money to repeatedly increase our mobile data.
During this ordeal, we have made repeated calls to EE's customer service line. We have managed to successfully speak with them 8 times. Numerous other calls were made but after waiting for an average of 40 minutes, and on a couple of occasions over one hour, we had to give up.
Of the 8 conversations, 5 were with the technical team, who each time went through the same checks and advised that for some reason our account was 'locked' and they needed to submit a work order to another team. The first person advised that it will be unlocked and working within 48 hrs. 2 days later the next person advised word for word the same thing, only this time it would be working in 24 hours. 1 day later, another person repeated the very same info and advised it will be unlocked and working in 4 days! 5 days later we were advised the account was for some reason locked, but they will submit a work order to another team and it will be unlocked and working in 48 hours!!!
That was 3 days ago, and I have now been speaking daily with the cancellation team, as they seem to answer their phones, asking for our contract to be cancelled as we no longer have faith that EE are doing anything to fix this. I was also then told that they had set up the account incorrectly in the first place.
I have explained all the above to 3 different people in the cancellation department now and literally pleaded to cancel the contract as they have completely breached their side of it by providing us with no broadband and absolutely no service whatsoever. They had also said we wouldn’t be charged, however they HAVE taken the payment from us for a service we are not getting access to.
I am now being told that even though EE have provided no services whatsoever we would have to pay a cancellation fee to come out of the contract. Clearly a very clever way of taking money from people for nothing in return.
The current status with our account is that we have to wait another 3 days for them to ‘speak with BT’ to see what is wrong. This is after another 2 and a half hours on the phone this afternoon to them.
I believe that our experience is not a one off, and is in fact very common but I guess most people prefer to just pay the fee to be rid of them. I think that the way we have been treated by EE has been utterly disgraceful. I cannot believe that in 2015 a company can be allowed to operate like this, and I truly hope that more people might stand up to air their full and honest experiences here with the aim of saving many people time and money in the future.
If you are, like I was, feeling 50/50 feeling about signing up, GO WITH A DIFFERENT PROVIDER! Unless you are prepared for the amount of time you will need to spend on hold, or repeating the same checks over and over again.
I genuinely wish I had never started this process and will NEVER have anything to do with this company again.
I work in customer service myself and am utterly appalled by the lack of care or interest EE shows to their customers. I have requested to speak to a customer services manager but they will not put me through. I have requested call backs but nobody ever calls back. I have been hung up on 3 times, and not through myself being aggressive. As I mentioned, working in customer service I understand that it is not the fault of the person on the other end of the phone, so have remained perfectly polite throughout.
This experience has caused nothing but stress, time wasting, additional costs and possible loss of earnings due to being unable to work as normal.
I have successfully stopped 1 person from signing up with EE already, and I truly hope that this information helps others in moving away from EE.
Reviewed by SB
on 20th Apr 2015
I have problem with EE as well we called 150 to cancel the contract twice in December the person on the phone said its all done but all a sudden when we were checking our bank statement we they still charging £40 since three months we live in Bangkok and visit UK every year. I called customer service person
On 7th of Dec 2014 in uk we went to Exeter EE store and brought Osprey EE black and signed for one month contract with direct debit. We called 150 to cancel the direct debit lady on the phone said its all ok and done. All of a sudden in March 2015 we were going through our statement we saw EE is still charging 40 pound since January 2015 and did not cancel direct debit. Spoke to customer her name is VICKY THOMAS on Monday 6th April was very very rude person after talking to her from overseas about more then 20 minutes straight away she said you won't get the refund back not even understanding what am I trying to say, then said don't put words in my mouth and kept reapting "in our contract says etc etc" non stop then I said to her very firmly don't talk to me like this. Cut the long story short she said she will check and call back be on 8th April Wednesday still haven't called me.
This is my request to EE please refund our 120 pound ASAP and stop behaving so so rudely with customers. If we don't hear from EE we know where we stand and will proceed accordingly. WE WILL NEVER EVER COME BACK TO EE.
THIS WAS THE REPLY I RECEIVED FROM FACE BOOK
Reply received from FACE BOOK
Hi Shahnaz, I'm really sorry to hear that you've continued to be billed for the contract that you requested to cancel previously. Unfortunately we no longer have access to customer accounts via Facebook so we're unable to help with any account related queries such as this. Please contact our customer services team on 150 from any EE handset or 07953 966 250 from any other phone to discuss this further. Thanks. ^CW
THEN I EMAILED TO CHIEF OF CUSTOMER SERVICE - FRANÇOISE CLEMES
Please read below I put on face book today and below that is the reply I received. Ofcourse I know they don't have an access to my account but at least they could have forwarded my requested to the right person but no seems its not in Company culture to help customer so I thought lets email you and lets see what you can do!!!!
THIS IS THE REPLY I RECEIVED NOT FROM HER BUT FROM EXECUTIVE OFFICE.
Thank you for your email dated 17 April 2015 received in the Executive Office.
Having reviewed your account I confirm that there is no evidence that you contacted EE to request disconnection of the account. As per the terms and conditions of your agreement you have to give 30 days notice to cancel.
The first note on the account to state that you made contact was on the 06 April 2015. At this time Vicky Thomas agreed to cancel the numbers within 48 hours as a gesture. When you called as there was no evidence that you had requested disconnection you should have given 30 days notice, so Vicky went outside of process for you.
She also requested a report to see if anyone had accessed your account and this came back that no one had. Owing to the above information there is no evidence that you contacted us to request disconnection. As a result we will not be offering a refund of £120.00. If you have evidence to support your claim that you did request disconnection please send it to me and I will review your case.
Although this may not be the response you had hoped for I trust this clarifies EE's position on this matter.
Executive Office, EE
NOTICE AND DISCLAIMER
NOW WHAT THIS SHOW THAT THEY ARE BUNCH OF CROOKS. YOU ALL CAN GO TO CONSUMERS RIGHTS WEBSITE CITIZENS ADVICE BEURU SITE, UNDER CONSUMER SAYS TV INTERNET BILLING SECTION IT ALSO SHOW HOW TO WRITE A LETTER WRITE THEM. IF WE ALL DO THAT THAT WILL BRING THEM IN PUBLIC AND THEY HAVE TO ANSWER I AM DOING THAT. YOU DON'T HAVE TO PAY ANY FEE
Reviewed by dereklnicholson
on 7th Apr 2015
Changed my tablet sim to EE what a mistake. No coverage in pe283by. Rubbish.
Reviewed by Olutauo
on 17th Mar 2015
My experience with EE as service provider has been nothing short of night-mere. Their staff lack basic Customer Care Skills and their attitude 'I can’t be bothered' is becoming an illness affecting the company.
Added a mystery number which I did not request and it took over 3 months to resolve that. However the number kept showing on my EE Mobile application account but will not show on online account.
This number kept showing in my monthly data statistics and now the number has used more than 40% of my data. Complained to EE when my data ran out 10 days before the refresh date, one David Lumsden requested a screen shot which I sent. Till now, no curtsey call or acknowledgement or even update !!
I have been without data to go on line or for the phone to function for 5 days. I have called several times with no one knowing what is been done or taken ownership.
They are bunch of lazy staff and will not even show empathy.
They are the worst mobile service provider. !!!
Reviewed by Paul
on 14th Mar 2015
EE are a waste of space. My wife and I were on Asda mobile so ended up on EE by default since EE took over the service has been atrocious. The signal randomly comes &goes when you do manage to get through you sound like Norman Collier due to fluctuating signal strength.
After complaining and getting nowhere we are just going to ditch this worthless operation and go for 3 or 02. If they are half better that will be a massive improvement. Zero rating should be included to cater for comments on this operation.
Reviewed by Stephanie McClain
on 10th Mar 2015
EE are the most diabolical phone company in service. They give you endless numbers and contact details with no help in return. They are useless and a disgrace. I have been a pay as you go customer with Orange for five years and ever since they joined EE they have went down hill. They take money from your bank account with no agreement, loose your account details and are rude when you question this act. Everyone on the EE customer service I have referred to has told me they cannot help, they are a total disgrace and I don't know why they're still in business.
I wanted to give them 0 below, but the lowest is 1.
Reviewed by Neb
on 6th Mar 2015
Just arrived in London and was lazy finding a broadband operator. Now I regret not taking the time to look up on the internet for comparison. And since I am stuck with them for 2 years the least I could do was warn you against this lazier than I am provider. Should you get any issue, do not even bother calling the CS, the only thing you will achieve is get even more annoyed than you were before the call. They cannot do anything: do a gesture of goodwill, pass you to a manager, help you... They will only say they are sorry which is fine, but is not the reason you called in the first place. Hope I'll get my broadband connection one day... you certainly will before me.
Reviewed by anon emp
on 5th Mar 2015
The company has become very greedy more and more money yes it's a business but that brings higher targets, staff are measured on 4 main areas however there are 12 targets in total that management focus on more than the staff. EE is becoming very greedy inflated prices cheaper to online and take a deal with a 3rd part dealing direct with EE cannot match any of the deals.
Reviewed by sharon
on 29th Jan 2015
Absolutely diabolical service received cannot wait for contract to be over and move go another network. Rubbish signal and customer service YES REALLY and "hazel bullimore" how dare you call people "ferrets" just because they dont agree with you, what gives you the right??
Reviewed by georgia
from united kingdom
on 24th Jan 2015
Rubbish network, even worse customer service would not recommend!
Reviewed by Hazel Bullimore
on 19th Jan 2015
I've been with orange for 7 years and have stayed solely because of the GREAT customer service I've received! I'm reading that this is not the case for you all but I certainly wouldn't change. The service from EE was also second to none. Friendly helpful and I got a great deal. That said I wouldn't go into a shop as found them horrendous and rude. Probably shouldn't name them but the 2 guys that have helped me today have given me the best customer service I've ever received from anywhere! Jamie Chappell and Derek Lowcock, Thankyou for not only your help but also your politeness and having a laugh and giving me a fab deal. I've named you for all the neg ferrets that think these good reviews are fake!!!
Reviewed by Mohanad
on 18th Jan 2015
EE-store, only cares about selling, selling and selling. They pay no attention to customer retention (and that is essentially why I am switching providers and never coming back again and will advise against doing business with you). Let me list down some examples that have occurred to me over the past 2 weeks only:
1- It all started with a TOP-UP SIM, that I was promised it would work within the first hour. Surprisingly it did not, so I came back the next day to the EE Store and was asked to wait another 48-hours [Insert question mark here]. So I waited 48 hours and yet the SIM isn't working, and my money is still in your company's bank account. Then the store advised me to switch the SIM for me and give me a new number (they could not even solve the problem, they just run away from the problem).
2- The new SIM worked for a couple of days, I did not manage to finish my balance yet, and it stopped working at all. I could not even connect to the EE network in order to call "150". So when I went to the store again, they handed me the handset (really? I am the customer and I have to hold the headset and call technical services? Why don't you have technical service at your store?!) I wasted 45mis of my valuable time to learn that the number I was given, was not registered for EE network. Apparently, I was given a number that belonged to another network, which worked for the first couple of days, then the original owner was able to pull back the number to their network again! And guess what? Your great service team at the store advised me to change the number once again. So I told them, hey, just give me my money back. (And the didn't, because I used "some of the credit")
3- The broadband, oh what a nightmare! I was promised that I would have service on 10 days maximum. It has been now 18 days and I still have got no service. Whenever I call the customer service "07953966250", I get transferred to the technical service team, that never picks up. Just two days ago I was put on hold for 2 hours, literally 2 hours! What kind of service is this?
This has really been the worst experience with a network provider ever. I am definitely going to share my experience on the internet so that no one else gets to have this sort of inconvenience in their lives, ever.
Reviewed by m
on 19th Dec 2014
To those that are with EE and the service they recieve, thats good for you but a large number of people are not happy and to call them all bitter is ridiculous. I have received some of the most atrocious customer service from EE, took months to get a simple data problem sorted and no, it was not me or my phone that was at fault was passed from pillar to post, no one would take responsibility and was given conflicting advice. Give them their due, some of the people that i spoke to at the call centre were very helpful but the shop staff leave a lot to be desired. Reading some of the other network reviews it seems customer service is an issue for them all, why in this day and age is bad customer service tolerated?
Reviewed by jamie
on 18th Dec 2014
Three is much better and they might be buying EE. Bring it on got to be better than this shower of cowboys
Reviewed by j
on 17th Dec 2014
Haha gotta love all these fake reviews lmaooooo ee are useless just look at their facebook page and the numerous complaints must be a lot of bitter folk ant haha
Reviewed by Ant
on 14th Dec 2014
I was encouraged to join EE by a persuasive customer service employee after trying to get a better deal at the end of my T Mobile contract. I wasn't offered much discount except the 4g and the promise of the fast Internet so decided to chance it.
Well that was over two years ago and now? Well I am very content. I live in the North of England but travel all over the country and for the most part have found my phone signal to be excellent. Same with data and the excellent 4g coverage.
In answer to an earlier review. I also think it's usually bitter ones who reply to review sites and 99% of people getting on with their lives happy with a service never bother. So here's another one who has bothered and is happy!
Reviewed by me
on 10th Dec 2014
Why keep moaning about customer services the previous review says? Maybe because people have eceived awful service, i have received some of the worst service from EE and it was nothing to do with signal. To suggest everyone that has signal issues needs to buy a new phone is a stupid comment to make. Funny all these "outstanding" reviews one after the other, prob by either the same person or an EE employee, very easy to spot and no doubt another after this saying how bitter etc i am lol. If they work for you then good but to me they have been nothing but trouble, everyone has different experiences but to suggest the bad reviews are bitter people is ridiculous, not as ridiculous as the same person writing loads of good reviews lol ;)
Reviewed by Nicola
on 7th Dec 2014
Most shockingly bad company ever. Disgraceful internet. Can hardly connect to the internet, send watsap media, or even connect to start a convo. The 'customer service' team as they like to call themselves are the rudest people I have ever come across and was appauled at my treatment after I finally left after many threats to leave. I was charged for many months or exceeding my data allowance when I moved into my new home and was not actually ever able to use the internet, it was forever saying connecting! I was surprisingly refunded one month. But it is still not justified. I am now with 3, and they are 10/10! Unlike EE they don't charge you for breathing! Great connection, 4g in majority of Zones, astonishing deals and unlimited internet and texts and high number of minutes for £15 pound a month. I couldn't ask for anything more.
I will never advise someone I know to join EE. What they are doing should be illegal.
Reviewed by Savannah
on 6th Dec 2014
Only go with EE if you're not bothered about getting calls, making calls, sending texts or getting texts.
Oh and only if you're not bothered if you can use the Internet or not.
You can definitely do all these things if you go and stand by a mast somewhere, but if you want to use them in every day life EE is not for you.
22 months to go and after 20 years with Orange, I'm gone.
Reviewed by Keith
on 5th Dec 2014
Very happy with the phone company EE. Totally agree with the others on this reviews who are also satisfied. Glad others have spoken positivly because usually only the small minority but angry people bother to post whilst the majority who are happy keep quiet.
Reviewed by Jack
on 1st Dec 2014
Read the last review. What it is really saying is; don't buy into a 24 month contract. Great advice. I have a 12 month sim contract with EE and it's perfect. Great call signal and data all for £12.99 a month. What more do you need? Don't listen to the bitter negativity of earlier reviews.
Reviewed by Prince Omelette
on 1st Dec 2014
Don't read the soft-soap reviews at the top of this page, scroll down to the disgraceful truth.
This customer's review: I'll say AVOID only because there's no 'Throw them off a cliff' option. Finally left my contract after 2 years. Getting them to activate visual voicemail, honour their promises of a particular monthly allowance or simply get their risible apps to operate, took desperate persistence, self control and was not my idea of fun. If u can't always get past a login screen then alarm bells should be ringing. But it's their unwillingness to explain convincingly, why they are still so awful when it comes to pac code time, that really grates.The feeling of being bent over and having my pockets emptied by grubby tricksters, will hang around like a rotten smell, for some time yet, I expect. Treating the customer with such condescension is not acceptable. Save up and buy your lovely technology in one go, so that organisations, like EE can't take advantage and ruin what should be a positive experience: Obviously if you are not locked to one provider, you can change your £10 per month or less sim, at short notice. The service provider delivers or you walk. Power at play. Be good to yourself, don't sign up, especially long-term, to EE. You're welcome.
Reviewed by Mose
on 30th Nov 2014
My 2 year EE contract has recently finished. I was looking around to see what other companies offered as my previous contract was £35 a month. I was happy with call signal & date coverage just too expensive. Howver after speaking to the friendly retentions people I have come away with the same mins, text & date for £20. So well pleased!
Reviewed by Shaz
on 28th Nov 2014
I have been with all the mobile companies throughout the years as I try & chase the best deals. I am now on EE.
its just as good as the others. The call signal is ok only occasionally dropping in my house.
Reviewed by James
on 27th Nov 2014
So far very pleased with EE. I managed to find to good sim only deal instore and it's working out well with call quality and mobile data signal. Time will tell.
Reviewed by Kevin
on 26th Nov 2014
Extremely pleased with EE. I have been with them since they started. To be honest the first few years were not so good with high data costs and poor customer service. However things have improved so much now. The prices are now more competitive and customer service much improved. It's Britain's biggest mobile company for a reason.
Reviewed by Mary S
on 25th Nov 2014
I love Everything, Everywhere. The service quality is really good and when you phone for help the line quality to the helpdesk is good too.
I am glad I signed up with them.
Reviewed by Phil
on 24th Nov 2014
Started with T Mobile and they were always my network even in the days of One2One. However the last few years they have gone down hill so a few months ago I jumped ship onto EE. To be honest I was worried especially with the earlier negative reviews on this site. But I am glad I didn't listen to the haters. It's been excellent. The price is no dearer than others and the signal strong. Finally the operators. Again a lot of negativity. Don't listen to them. Whenever I have spoken to them it's been fine. Very friendly and reliable. Go for it.
Reviewed by Mercy
on 24th Nov 2014
So happy with EE. Previously I was with Three. They were excellent a few years back but since have become awful. EE have given me much more value.
Reviewed by Shea
on 24th Nov 2014
Very pleased with EE. They sorted out a very reasonable deal for me at one of their branches & so far its been fine. The signal strength has been very steady & the telephone operators are always friendly.
Reviewed by Sharon
on 23rd Nov 2014
Moved from 3 after spotting a good priced sim only deal in a EE store. Great value unlimited mins, texts and 2g data for £10. G always have a strong signal and the data is so fast.
Reviewed by Cliff
on 23rd Nov 2014
Great company, just upgraded and was given extra 2g data so can't complain.
Reviewed by JJ
on 22nd Nov 2014
I have been with all the major networks contract and pay as you go over the years. EE has become the best. It was extremely expensive when it first started and the 4g data miserly. Now it's just as competitive as all the rest. I have a great value sim only contact and anytime I have spoken to the operators they have answered quickly. I don't know what others have been doing on earlier reviews to have a poor service.
Reviewed by Jason
on 21st Nov 2014
Really happy with the network especially the customer services. I had an issue with my contract but it was dealt with really promptly and with respect. The speed on 4g it also excellent and the signal strong even on my commute into the city on the train.
Reviewed by Sandra
on 21st Nov 2014
This company is shockingly poor. Their website sends you around in circles and the telephone contact is the worst I have ever encountered. When is a merged company not merged? Answer: When it's EE. I signed up with EE but am constantly asked whether I am TMobile, Orange etc. more surprisingly none of EE staff appear able to tell me. I was asked to set up a password online but they couldn't tell me how. Don't get me started on their App! Grrrrrrh!
Reviewed by Mark
on 20th Nov 2014
Been with EE for a few years and really happy with the network. The signal is always strong apart from data sometimes drops.
Reviewed by Angela
on 19th Nov 2014
I am really pleased with EE so far. I have a 12 month sim contract and currently halfway through. The signal is excellent both 3g & 4g. Also anytime I need to speak to customer services they are always polite and helpful. All in all excellent.
Reviewed by Tim Broad
on 18th Nov 2014
Money orientated and poor customer services
Reviewed by Andrew
on 18th Nov 2014
I was on a T Mobile sim only 12 month contract for 3 years. Because they would not budge on any loyal customer discount near the end of this years contract I decided to look else where.
I spotted a EE sim only year contract with a discount in one of their stores so decided to chance it.
When the first bill was taken out it was for the normal price rather than the discount. It took a lot of hassle to sort out as the phone rep needed proof that I had the discount. So after taking photos of my contract and emailing them back to EE as well as another call it was eventually sorted out.
So far the signal and data has been fine. I await next months payment to see if it's correct.
Reviewed by raf
on 9th Nov 2014
The ee company is absolute disgrace, customer service is very poor.
I've been with t mobile for over 4 years. As my upgrade was due I wanted to switch to ee on sim only contract.
Made deal with sales department over the phone, confirmed it 3 times to make sure I've got the right deal for my money and after I got new sim I found out I've been lied to.
Missold plan with half of the minutes and data, basically complete different deal.outrageous
When called customer service the weren't willing to amend it, refusing to admit the mistake. Told them they will sell any kind of plan to fool ya
Really dissapointed with the company, no one even appologised for misselling me wrong plan, no alternative was offered so took my PAC code and going somwhere else, never coming back. Avoid Habib from sales dept
Reviewed by stay away
on 31st Oct 2014
Stay as far from EE as you can!! signal is rubbish. I have no 4G after 21 months of contract and was told would have it within 3 months. Customer services are as rude as hell and never call back when they say they will. They tried to tell me i have to deal with that issue inshore as it wasn't them that advised me, even though it WAS an EE store that advised me. No corporate responsibility.
STAY AWAY from these cowboy miss sellers. They have no idea how to run a business let alone a network!!!
EE worse ever mobile experience by a mile. So many complaints its incredible!!
Reviewed by NickS
on 31st Oct 2014
EE charged THREE times my monthly payment without any reason. If I didn't check my bank statement I wouldn't notice or I wouldn't pay attention. Who knows how many people are being charged like that!
Reviewed by trev
on 24th Oct 2014
the biggest uk network must be too big for them to manage as after only been moved to ee after t mobile upgrade i got moved to ee 7 days ago and already been charged for ringing 150 from abroad, never ever been out the country.had minuets vanish off my account and not been able to access my ee account i have spent countless hours on phone to them i should be on their pay role as it has taken a weeks worth of my free time,and still having problems. avoid ee at your peril out of 1 to 10 i give -20 for service and customer care,dont get trapped.
Reviewed by Tristan
from United Kingdom
on 1st Oct 2014
NEVER EVER think of using EE services ever. Customer services are disgusting rude and incredibly abrupt. Their services are ridiculous for today's technology. Not receiving calls and poor call quality. Not to mention their consistency in moving peoples phone contracts around. They upgrade you without telling you, then charge you for an upgrade you never asked for. This must be how they are surviving in today's market. Robbing the public of their hard earned money and putting large co-operations as their priority customers while their individual customers suffer, stress, disappointment and a complete disregard for their customers is a no brainer STAY AWAY IF YOU WANT TO KEEP YOUR SANITY AND MOBILE PHONE CONTRACT......02, here I come.....
Reviewed by Paul
on 5th Sep 2014
Same person from the review on 28th September here - still no service since 18th August. It's now over two and a half weeks with no service and I've just been told it will take another week. That means 3-4 weeks without service due to a technical fault they can't solve - I can't call/receive calls or text/receive texts. I've spoken to dozens of people and had dozens of promises and guarantees - all broken apart from one lady who actually called me back! She seemed to care but couldn't actually help.
If you have a fault with your account or telephone line then you are screwed as EE tech support are the most useless people of any kind I have ever dealt with. I know all the language - web form requests, single user tickets, Level 1,2 & 3 technical support. You can never actually speak to the wizards in L2 or L3 and I have no idea as to what they actually do - they certainly haven't helped me.
Believe me, if something goes wrong - no-one has the expertise to help and they all are desperate to pass the buck. Useless and bland advice such as "try waitng another 24 hrs" are the norm - in full knowledge that they won't have to answer the call next time.
If I was a shareholder in EE I would be very concerned - urgent need for staff training for both solving technical issues and basic customer relations.
This company are an utter disgrace - commit to a contract with them at your peril. The only saving grace for me is that I have less than 4 months remaining - who knows if I'll have any service back by then. Good old EE are willing to refund the days lost without service - isn't that good of them?! I feel like having a party the day my contract finishes with these idiots
Reviewed by chris
on 28th Aug 2014
I am celebrating the end of my contract with EE! They are very good at enticing you to buy things, and offer all sorts of deals, but when anything goes wrong they are truly AWFUL. My phone screen broke and they said that it would take at least 3 weeks to fix, would cost half of what the phone was worth, but I could only have a text and calls replacement phone while it was being repaired (if I wanted a smart phone it would cost extra). I then tried to cancel the contract and they were going to charge me double what the phone would have cost to replace. In the end it worked out cheaper for me to buy a smart phone and put the Orange sim into it.
Reviewed by Paul
on 28th Aug 2014
I can never normally be bothered to write reviews but it is worth it if it makes one person think twice about using this disgraceful company.
I have used them for nearly two years and most of the time, things have been ok. However, be aware - when something goes wrong, they are the worst company I have ever dealt with in my entire life.
I am currently without service of any kind for over 10 days. A new SIM card did not switch over to my line as normal so I had to contact EE. The line swap has to be done by technical support, who you can't speak to. I was told it would take 24hrs, then after another 2-3days I was told that it takes 5 days - hence wrong information and lies from EE staff.
It is now 10 days and the line swap has still not gone through and I am without service. I call them everyday, at my expense, and get nowhere as no one can help - all they say is that they can raise a tech support request again (this was done over a week ago and is meant to be guaranteed in 5 days). I have complained, argued & reasoned but no one can help. Staff take no responsibility/ownership or call you back and refuse to allow you to speak to anyone else no matter how you much you request this.
I have never dealt with a worse company with regards to how utterly useless and powerless EE staff are to resolve issues. This is not a minor issue, I can't receive/send calls, texts, use internet or anything and am without a service that I pay for each month. Staff agree it is very poor but can't even give an update on how far along the queue it is.
Apparently, I would be in breach of contract if I cancel my direct debit. However, all they need to do is refund my line rental for the no. of days lost service. So, if I pay £30 a month and lose two weeks I'll only be charged £15. It doesn't seem to matter how disruptive it is to your life and no contingency such as a temporary SIM.
No doubt I'll be calling back tomorrow - retelling the same story to be told there is nothing they can do until tech support have looked at it.
As you can imagine, I will not be renewing with EE and regret that I can't give them 0 stars. I would rather pay ground rent to the devil than give another penny to these charlatan's. I hope that some people will consider this review - believe me, if something technical goes wrong you are in trouble and on your own. The level of professionalism and expertise at solving the issue is none existent - the worst customer service I have ever encountered.
Reviewed by s
on 19th Jul 2014
Started off ok, few problems but eventually got them sorted but recently noticed my signal which was always at least full bars of h+ if not on 4g has gone down to zero half the time and loading pages etc is painfully slow. Not even going to bother with customer service as the service i received with my initial problems was not really satisfactory, lots of passing around from pillar to post one person saying something different to the last, calling 150 and being told to go back to store then going to the store and being told to call customer services, VERY frustrating and the store was not local either so just seeing it out and moving to another provider as soon as i can, not 3 either as have heard some horror stories about them too, they may be cheap but cheap isn't always best.
Reviewed by ewest95
on 10th Jul 2014
EE unlocked my old phone without telling me, their customer service had no idea for 3 months, this made me decide to leave them after my contract expired.
I gave them 30 days notice, my last bill was £112.95 instead of £16, 7x what it should be, unbelievable!
Reviewed by Len FitzGibbon
on 27th Jun 2014
How can EE call themselves everything everywhere and not be sued? Should really be sometimes and somewhere if you're lucky. Absolutely the most unreliable service I've ever had. Avoid like the plague!!!!!!
Reviewed by nedine
from united kingdom
on 31st May 2014
The level of customer service is exceptionally poor and seems to have decreased over the years. I went into drop off a repair phone and was not offered an alternative replacement phone or informed that there was none in stock but told to purchase a handset (the cheapest available was £15) and haggle with customer service for compensation, completely absurd.
Following this I inquired over purchasing an iphone5 in which I informed the sales assistant name Alfredo that I was using a 3 sim plan and did not wish to use EE due to the many problems I was enduring on my other contract phone. He stated this was not a problem but seemed more excited by the fact that I was buying it outright. He proceeded with certain commentary that I deemed unacceptable such as proclaiming loudly to his colleague 'how much commission he would get for selling an iPhone outright' and that 'thats his whole pay check for a month'. His nonchalant attitude to me as a customer was extremely disappointing. At no point was the policy explained of the iPhones being locked, nor did he insert either the sim into the phone before me leaving the premises; which is standard procedure and he had the audacity to later state that this was because the store was closing. If this was the case then do no close a sale if you cannot be bothered to comply with BASIC company procedures and accuse me of lying. As previously mentioned I will be following up with a formal complaint and suggest formal retraining of the relaxed, incompetent staff that is at hand in the Dalston store.
Reviewed by Ali
on 16th May 2014
EE is the worst for mobile and bordband dont join them if they give you free they rip you off, customer services is worst to, tell your customer services go home they cant speak english and understand it.3 mobile is the best pay less get more customers services is ok.
Reviewed by D Barrington
from United Kingdom
on 11th May 2014
This company has appalling customer service and I wouldn't recommend it to anyone. I simply changed contracts from EE and all seemed fine. They then cut off my phone without warning. I phoned them at least 9 times and visited them in store. Their website is unusable and it is impossible to work (and I'm a web designer). The phone calls, when eventually answered gave no help and a different story was given everytime. I was cut off several times and when they assured me they would call me back they failed to do so. They have taken money from me from a wrong account which I never gave them permission to. I am now trying to cancel my contract which is a task in itself.
I would never use EE again of which Orange and T mobile are a part of.
Reviewed by chand
on 22nd Apr 2014
1 question to different adviser all gave me different answers
i asked for upgrade to few different advisor different story all the time no1 stick to the deal
no notes left on account and change my plan without asking me.
the worst service ever i had about 10 ee contracts in house hold iv cancelled all of them never again...
Reviewed by Merrick
on 15th Apr 2014
Absolutely appalling - no signal all day. Not sure if it is my phone or EE so rang the contact number. Very difficult to understand the operative as English not their first language, he couldn't tell me if there was a problem with the transmitter in my area, but would check if I held the line. I was left listening to music for twenty minutes at which point I gave up. If I was not signed into a contract with them I would go elsewhere.
Reviewed by Ian Robertson
from United Kingdom
on 10th Apr 2014
Over the years I have been with vodafone, orange, o2 & finally EE. I would just like to inform anyone thinking of joining EE DON'T !!!!!!! There customer services make promises that are never kept. They cut your service off with no prior warning meaning you have to use your landline to call them. Heaping more costs on to the customer. Not one of the other companies (including Orange before it was bought out by Deutsche Telekom and France Telecom) comes close to the APALLING service I have had from EE.
Reviewed by D
from United Kingdom
on 28th Mar 2014
I've been with Orange for just over 8 years on PAYM and a few more years more than that on PAYG and on PAYM, spent more than my monthly price plan (over £1200 over 24 months)yet when it comes to upgrading this time round, have been shot in the back with absolutely no incentives or reasons to stay with them (or EE). Called today to ask for my Pac Code and got given it straight away with no persuasion from Orange to hang on to me.
Bye bye Orange (and EE), disappointed to know customer loyalty means NOTHING to them. Moving over to Vodafone who have provided a cheaper tariff with more data for less than Orange's quote. Good riddance to Orange :)
Reviewed by Hema
on 31st Dec 2013
I am writing to let you know that I am disgusted with your service. I have been a customer for the last 13 years and to find there are no loyalty benefits?
The first phone call to yourself was on the 14th November at 21:24 for 23 minutes... This call was to find out my upgrade options, only to find there are no decent ones. I was expecting the Samsung Galaxy S4 for a similar contract price that I had been paying for the last 2 years, only to find that you wanted to charge me £27 a month...which is almost double of what I have been paying. I needed time to think about this, and having thought about it, I decided to go onto the Sim only contract, so I called you again on the 12th December at 21:46 for 18 minutes. I was advised that I could go on a pay monthly Sim only deal of £13 a month, 500 minutes, unlimited texts and 750mb. I took this deal up and also asked your colleague to change my address as I had moved house. There was an anomaly on my account by me being charge £23 instead of £16.01, which I was told I would get the difference refunded. This still hasn't been credited into my account.
So I left the conversation and assumed the contract had been changed as I was advise this would be in effect for the new start date of 15th December. I looked on my account app on my phone yesterday (30/12/13) to find £27 on my account balance...How can this be? This should have changed to the £13 balance. So I phoned up customer services, who couldn't explain to me why this was on my account. What is the point in having all these fancy options to go through if your own customers services team cannot answer one simple query? I then asked about the Sim only deal and to check this was still in place, only to find that there is no such thing on my account. So clearly this wasn't logged or changed when I phoned previously. What a waste of time! I then went through to the Sim only deals department, who then advised, there is no such thing as a pay monthly Sim only deal...my evening couldn't get any better. What great service you provide. There is no log of me phoning on the 12th December and your adviser said there is no way he could track this and offered me an alternate deal with this being a 12 month contact...big difference which i felt I had to take. Not only will I be paying more for this month as you guys messed up the deal, but now I am roped into a deal that I cant get out of for 12 months. I had better expectations from you. I barely use this phone, I have 2 business lines which I didn't take out with you due to your company not having any rewards for customer loyalty. I wanted to complain over the phone only to find that no one is available for me to talk to? How can this be? No supervisor? Ridiculous!
I suggest you look into this further as this is simply not acceptable. I am appalled at your service, I am roped into a rubbish contract with no new phone and now I have to pay extra this month for errors on your behalf.
I look forward to your reply.
Reply by S21
on 31st Dec 2013
Hi Hema, thanks for copying us in on this, but please be aware that we are not EE!
Reviewed by Mhairi
on 29th Dec 2013
Absolutely terrible customer service. Remember to add £1.75 to every month of your contract for a paper bill whether you want one or not, even if you call to have them cancelled. Expect to not get any help when things go wrong but be repeatedly palmed off and probably also robbed of more money. Expect to consistently go over your internet allowance even though their system should allow you to track this, and even if you deliberately don't use the internet for a month. Expect ignorance and minimum of a half hour wait on the phone. Expect constant contradictory information. Expect phones that don't work and to pay insurance that won't cover anything. Expect stress torture and robbery.
Reply by Rose
on 22nd Apr 2014
I totally agree Charges are never clear , system on checking allowance and data useage never actually works . Expect unexplained over billing .
Reviewed by Stacy Bullock
from United Kingdom
on 9th Dec 2013
I AM APPALLED AND DISGUSTED WITH THE CUSTOMER SERVICE I HAVE RECIEVED TO DATE FROM EE AFTER ONLY BEING WITH EE SINCE THE 4TH OF NOVEMBER 2013 AFTER BEING WITH ORANGE FOR THE PAST 24 MONTHS.
I ENQUIRED ABOUT THE BROADBAND AND LANDLINE SERVICE DURING MY UPGRADE , THEN A WEEK LATER I RECIEVED A BOX IN THE MAIL FOR MY NEW BROADBAND SERVICE.I AT NO POINT DURING THE CONVERSATION ASKED TO BE SIGNED UP FOR BROADBAND OR A LANDLINE I WAS SIMPLY MAKING ENQUIRIES. I THEN HAD TO CALL EE TO CALL THE SERVICE AND ENSURE THAT I WAS NOT BEING CHARGED FOR SOMETHING I DID NOT WANT OR NEED.
IT STARTED A WEEK AGO WHEN I PICKED UP MY PHONE TO MAKE AN OUT GOING CALL AND MY PHONE HAD BEEN DISCONNECTED.
I CALLED CUSTOMER SERVICE AND SPOKE TO A VERY RUDE CUSTOMER ADVISOR WHO INFORM ME THAT I HAD NOT PAID MY OUTSTNDING PHONE BILL.
I THEN PROCEEDED TO TELL HER THAT I HAD PAID 112.68 VIA DIRECT DEBIT ON THE 03/12/2013 LIKE I HAVE DONE FOR THE PAST 24MONTHS.
NO ONE INFORMED ME THAT I HAD AN OUTSTANDING BILL BEFORE THEY DISCONNECTED MY PHONE.
THEN THE CUSTOMER ADVISOR SAID THEY WILL RECONNECT MY PHONE AND PUT THE BILL ON HOLD TILL ORANGE REPAID THE MONEY THEY TOOK OUT.
I ASKED FOR A MANAGER TO CALL ME BACK AS THIS WAS THE 2ND POHNE CALL I HAD TO MAKE TO THEM IN THE SHORT PERIOD I HAD BEEN WITH EE.
GUESS WHAT NO ONE BOTHERED TO CALL ME BACK TO DATE. I AM DISGUSTED WITH THE WAY I AM BEING TREATED AS A PAYING CUSTOMER.
THE CUSTOMER SERVICE IS SO POOR I CANT EVEN DESCRIBE HOW I AM FEELING.
THEY FINALLY RECONECTED MY PHONE AND GUESS WHAT IT WORKED FOR A WEEK AND I HAVE BEEN DISCONNECTED AGAIN.
I PICKED UP MY PHONE TO CALL MY SIS WHO LOOKS AFTER MY SON AND MY PHONE WAS DISCONNECTED AGAIN TODAY. I THEN IMMEDIATELY CALLED CUSTOMER SERVICES TO ENQUIRE WHAT THE PROBLEM WAS TODAY AND SPOKE TO A VERY NICE CUSTOMER ADVISOR WHO DID HIS BEST AND TRIED TO HELP ME.
EE HAD DISCONNECTED MY PHONE FOR FRAUD PREVENTION I CONFIRMED THAT I WAS THE ONE WHO MADE THE INTERNATIONAL CALLS AND I WAS TOLD THAT IT WOULD BE 48HRS BEFORE I AM RECONNECTED TO MAKE OUT GOING CALLS. I WOULD ALSO HAVE TO PAY THE COST OF THE INTERNATIONAL CALLS ON MY ACCOUNT. AGAIN I EXPLAINED THAT THERE SHOULD BE NO COST AS I PAY AN EXTRA £5 PER MONTH FOR 50 MINUTES INTERNATIONAL CALLSL, HE ADVISED ME THAT THIS BUNDLE WAS NOT ADDED TO MY ACCOUNT.
I THEN PROCEEDED TO TELL HIM I WOULD CALL AGAIN LATER TO CONFIRM AN DFOLLOW UP WHAT HE HAD DONE AT 1939 PM I CALL CUSTOMER SERVICES AND SPOKE TO THE MOST UNBELIEVIABLE RUDE CUSTOMER ADVISOR CALLED JAMES WHO WORKS IN THE COLLECTIONS DEPARTMENT.
HE PROCEEDED TO ASK ME A SERCURITY QUESTION WHEN WAS THE LAST PAYMENT MADE I SAID NON AS I HAVE NOT MADE ANY TO EE SINCE MY BILL IS ON HOLD HE THEN PROCEEDED TO TELLL ME THAT I FAILED SECURITY AND WOULD NOW HAVE TO GO TO AN EE STORE WITH ID. I THEN ASKED FOR HIS NAME AS I WANTED TO RECORD WHEN AND WHO I HAVE SPOKEN TO HE BECAME AGGRESSIVELY RUDE AND INFORMED ME IF I WAS THINKING ABOUT IT AND GOING TO MAKE A COMPLAINT I SHOLUD DO SO TO HIS MANAGER. HE ALSO CARRIED ON TALKING OVER ME WHEN I WAS TRYING TO EXPLAIN THAT I AM UNABLE TO GO TO AN EE STORE TILL THE WEEKEND AS I AM A SINGLE RECENTLY WIDOWED PARENT WITH A FULL TIME JOB. I WAS TRYING TO EXPLAIN THAT MAYBE HE COULD ASK ME ANOTHER SECURITY QUESTION BUT HE REFUSED TO LISTEN AND CARRIED ON TALKING OVER ME I AM STILL IN SHOCK HOW DISGUSTED STRESSED UPSET I AM.
I SAW NO REASON FOR THAT RUDE AGGRESSIVE AND APPALLING BEHAVIOUR FROM HIM I WAS ALMOST IN TEARS AFTER THAT PHONE CALL.
I HUNG UP THE PHONE TO END THE CONVERSATION AS I WONT BE SPOKEN TO LIKE THAT BY ANYONE.
I HOPE OTHER OUT THERE SPEAK UP IF THIS IS THE SERVICE THEY ARE RECIEVING.
MY PHONE IS CRITIAL TO MY WORK AS I WORK WITH VURNERABLE ADULTS AND MY PHONE IS CRITICAL TO MY HOME LIFE AS I HAVE A LITTLE BOT WHO HAS NOT BEEN WELL MAKING AND RECIEVING PHONES CALLS ARE CRITICAL TO MY DAILY LIFE.
I WILL TAKE THIS COMPLAINT TO EVERY AVENUE AVALIABLE TO ME AND I WILL FIGHT FOR MY RIGHT TO RECIEVE A PROPER SERVICE.
Reviewed by Charlotte
on 1st Dec 2013
Please see my review below addressed to EE directly;
'I have had a series of phone calls with your customer service department and I can only say how horrified I am with both your customer service and your phone service.
On moving to EE I was assured that at a cost increase I would receive a much better telephone signal and a much faster service. Originally on moving to EE, I saw no improvement and in the last 2-3 months it has steadily got worse until recently when I had 'No Service' for over 24 hours. This is my only telephone line and I am a medical doctor working across multiple sites. I have no way of being contacted currently should I be required at another medical site, which is not only an inconvenience to me but is putting patients at risk. I have made a series of phone calls in the last two weeks to rectify the matter and I have been absolutely appalled. The first customer representative that I spoke to simply retorted 'Well it's not like you've complained before!' After spending nearly an hour on the phone on and off to this individual, they then assured me they would call back in 24 hours! Obviously this didn't happen and I received no follow up, even on reporting my feedback to your team via the text message system you use.
Since then I have called a number of times with calls cutting out due to my intermittent and poor signal, not one customer service representative has attempted to call me back even though they are aware of the problem and the last advisor I spoke to simply decided to send me a new SIM card, which took 4 days to be delivered after our discussion. I can not contact you again on the telephone, as you continue to pass me from person to person!
I have written to head of Customer Services, Francoise, who responded with an email assuring me that I would be assigned a case manager to deal with the complaint! Yet again another example of your atrocious customer service I have been fobbed off again and I have not been contacted! As this couldn't be resolved by contacting you directly I think it is only right that this information is in the public realm so that no one else will be sucked in and trapped within this awful network!! '
AVOID AT ALL COSTS!!!
Reviewed by Anne from UK on 21st Mar 2013
I hate Everything, Everywhere. the service quality is really poor and when you phone for help the line quality to the helpdesk is really poor too.
I wish I'd never signed up with them.