Staff was very patience, polite and very professional, tried her best to encourage me to stay with EE. She made me valued as the customer. Well done, bravo! I am EE customer already few years and b... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Very good advice on the from the people I spoke to after my smart hub failed and a new router is needed. Agreed over the phone that the previous contract would end over the phone and the current direc... See more
Company replied
Everything was very good during the call and my needs were met. Having said that, I was confused by a message asking me to return my hub extender when my order was about TV packages, nothing to do w... See more
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I was given the wrong information about changing my hub in my original enquiry. After 2 more phone calls I was told I didn’t need a new hub and therefore didn’t need to change WiFi details
Company replied
Company details
- Telecommunications Service Provider
- Internet Provider
- Mobile Network Operator
- Phone and Internet Service
About EE
Written by the company
EE is one of UK’s largest subscription businesses, backed by the UK’s biggest and fastest mobile network, offering superfast connections in more places than any other operator. Built on the foundation of decades of mobile and broadband leadership, EE is on a mission to be the most personal and customer-focused technology brand in the UK by playing a more meaningful role in customers’ lives, with a suite of exciting products and services open to all UK consumers, available via a new ‘EE ID’ digital platform.
EE’s mobile network continues to receive extensive recognition including UK's best overall network by RootMetrics® every year since 2014, as well as being named Network of the Year at the 2022 Mobile Industry Awards.
EE is committed to offering first class service in the industry and has over 400 stores across the UK. EE remains the only mobile provider to answer 100% of customer calls in the UK and Ireland and was recognised as the UK’s Best Large Contact Centre by the UK Customer Experience Awards 2018 and Welsh Contact Centre Awards 2019.
EE was awarded The Sunday Times’ Best 100 Companies to Work for in 2018 and 2019, as well as being named Best Employer 2018 by the European Contact Centre & Customer Service awards. EE won Best Repair Service and Best Network Provider at the Mobile Industry Awards in September 2023 and was recognised as the provider that does more than any other to deliver a great service.
EE is part of BT Group's Consumer business unit which provides products and services to all of BT’s consumer customers in the UK.
Follow us on: Facebook at: www.facebook.com/ee Twitter at: www.twitter.com/ee YouTube at: www.youtube.com/ee LinkedIn at: www.linkedin.com/company/ee-uk
Contact info
United Kingdom
- ee.co.uk
4.2
Great
74K reviews
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We switched from Virgin to EE because…
We switched from Virgin to EE because we thought we'd get faster speeds. We'd been with EE before so it felt like a safe bet. Big mistake.
First thing we did was move both our SIM cards from O2. Neither of us get signal properly now. It's not even slightly reliable. Just constant dead spots.
Then we thought, fine, at least the broadband will be better. Wrong again.
It's been a total nightmare. Me and my wife have spent hours and hours on the phone to no avail. On our very first call, the agent just… forgot to put the broadband order through. So we had to call back and re-order everything. After that, barely any contact from EE. Every time we called to ask what was going on, we got a different date for the switch. I think we're up to four different dates now.
I tried to raise a complaint. EE told me there was nothing they could do because the "complete order hadn't gone through yet." So basically — we can't help you until we finish messing up.
Then out of nowhere we got a message saying the complaint had been closed. No explanation. No phone call. No email saying why. Just closed.
Turns out the One Touch Switch thing failed. But EE never told us that. We only found out because we called Virgin ourselves and they said they'd had no contact from EE at all.
And here's the funniest part — EE are now trying to call us to talk about the complaint. But we can't answer the phone. Because we've got no signal.
You honestly couldn't make it up.
I don't blame the individual people on the phones — they've been polite and tried their best with what they've got. The problem is the whole system is a mess. Too many cooks, nobody actually owning anything, and EE don't seem bothered about keeping us as customers.
12 May 2026
Unprompted review
Reply from EE
Hi Ash,
Thanks for your review. We're sorry to hear that your experience left you feeling this way.
We do take complaints seriously and follow a strict process to ensure your issue is handled properly from start to finish. If you've raised a complaint, we'll work hard to find a resolution for this, and in a case where you remain unhappy, the next step would be referring it for independent review with the Ombudsman. Details of the process can be found in our code of practice, here > https://ee.co.uk/regulatory
If you need help with anything else, please don't hesitate to contact one of our guides who'll always aim to make sure you get the right support and info regarding an issue you may have: https://ee.co.uk/contact-ee
Thanks – Michael B
Effecient polite
28 May 2026
Reply from EE
Hey Jacqueline,
Thanks for taking the time to leave us a review. Glad to hear you found our service efficient and our customer care polite.
Thanks - Michael B
Excellent service from Tom
Tom who I dealt with was exemplary enormously polite patient clear instructions perfect manner and tone very helpful and frankly a credit to EE
I hope this gets passed on to him
Frankly 10/10
28 May 2026
Reply from EE
Hi Chris,
We're delighted to hear our guide provided such an excellent experience with their polite manner and clear instructions. We appreciate you sharing your positive feedback.
Thanks - Michael B
Very friendly and helpful customer…
Very friendly and helpful customer service staff member who helped solve the issue I am having with my broadband service I am never let down by EE who I’ve been a customer with for many years
28 May 2026
Reply from EE
Hi Kirsty,
We're so pleased our team could help resolve your broadband issue. We truly value your long-standing loyalty and appreciate your kind words.
Thanks - Michael B
Reply from EE
Hi Geraint,
We appreciate your kind words. We are glad we could be helpful.
Thanks - Michael B
Very helpful.
28 May 2026
Reply from EE
Hi,
Thanks for taking the time to leave us a review. Really appreciate your feedback.
Thanks - Michael B
Gary was very helpful
Gary was very helpful. Not pushy, which is always appreciated, and he dealt with everything with the minimum of fuss.
Thank you Gary.
28 May 2026
Reply from EE
Hi Andrew,
We're so glad to hear our team member was helpful and handled everything efficiently without being pushy. Thank you for your kind words.
Thanks - Michael B
Quick and easy
28 May 2026
Reply from EE
Hi Alan,
Thanks for taking the time to leave us a review. Glad to hear you found the experience with us quick and easy.
Thanks - Michael B
Reply from EE
Hi Roger,
We are so glad you had a positive experience. Thank you for your kind words and feedback.
Thanks - Michael B
Reply from EE
Hey Terry, thanks for taking the time to leave a review for us!
We're really glad to hear that you were pleased with the service on offer from our team, too 😊
Best wishes - Peter
Very disappointed from customer service
Very disappointed with the sales team. I wanted to move my son’s mobile to EE as the coverage from the other network is not good in our area. I completed the order online and had to call them to confirm the checks, as I am paying for the plan. When I called, the sales team confirmed that the checks were okay, but we are NOT good enough for a monthly plan without a contract, yet we are good enough to go on a 24-month contract at double the price. ??!! Customer service, “0” stars from me.
28 May 2026
Unprompted review
Reply from EE
Hi Dimitar,
Thanks for taking the time to stop by and leave us a review to let us know that you’ve not had the best experience. It would be great to help turn things around and discuss what's happened further.
If you give us a call on 150 from an EE mobile, or 07953 966 150 from any other phone, you'll be able to speak with one of our guides for help, including raising a complaint about the experience you've had. If you remain unhappy, you can request to take your complaint further.
For other ways to contact us, please visit our website: https://ee.co.uk/contact-ee
Thanks – Michael B
Having to change all passwords and EE…
Having to change all passwords and EE ID to much like hard work I would have preferred to have got the new hub
24 May 2026
Reply from EE
Hi, Kimberley
Thank you for taking the time to leave a review.
Fingers crossed you managed to get all of this sorted out in the end, but we appreciate you sharing your experience with us and have taken your feedback on board.
Thanks – Peter
Isla was extremely helpful and…
Isla was extremely helpful and understood my previous concerns and frustrations.
28 May 2026
Reply from EE
Hi Shannon,
We are so pleased our team member was able to address your concerns and frustrations. Thank you for your kind words.
Thanks – Michael B
Patient and helpful representative…
Patient and helpful representative (Jenn). Easy to switch, despite some signal issues. Competitive package.
28 May 2026
Reply from EE
Hi William,
We appreciate your feedback! We're glad our representative was helpful and patient, making your switch easy despite signal issues.
Thanks – Michael B
All of it easy
28 May 2026
Reply from EE
Hi Sharon,
We appreciate your feedback. We are so pleased to hear everything was straightforward for you. Thank you for sharing!
Thanks – Michael B
Your sales rep chantell explianed…
Your sales rep chantell explianed everything clearly i.e the speed of my internet which was slower than i expected and also giving me a saving off £16 per month
28 May 2026
Reply from EE
Hey Tony,
We're so glad to hear our representative clearly explained everything and helped you save money. Thank you for your positive feedback!
Thanks – Michael B
Reply from EE
Hey Barry,
We are so pleased that our team was helpful and professional. Thank you for your kind words.
Thanks – Michael B
Reply from EE
Hey there, Mrs Williams.
Thanks for taking the time to leave a review for us. We're really thrilled that our Guide provided friendly, helpful service when sorting things out with your account, too!
You take care - Peter
we prefer to keep our land line and…
we prefer to keep our land line and this gave us that option as it came from plusnet I could keep my email.
28 May 2026
Reply from EE
Hey there, thanks for taking the time to leave a review for us.
We're really thrilled to welcome you over from Plusnet, and if you ever have any queries in the meantime you can give us a call on 0330 123 1105, or also check out https://ee.co.uk/contact-ee
You take care - Peter
Amazing stuff and great company!!!!
28 May 2026
Reply from EE
Hey there, thanks for taking the time to leave a review for us 😊
We're really glad to hear you had a great experience when sorting your new contract out, too!
You take care - Peter
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