The company is a joke. The Wifi calling broke my phone (verified by Samsung) setting up an account is a massive pain and upgrading is just a rip off (charges an extra £100 over going on a new contract) Website is designed in the 90's and never works. The app runs in the background and monitors everything your doing on your phone. Staff never know what to do to help with ANYTHING.
When you get a new contract (even through its still with them) they make life as painful as possible! Heres what I had to do:
- buy new contract with EE (£100 cheaper than upgrading)
- tell EE of new contract
- wait on hold
- get transferred
- wait on hold
- get told that I now have to buy a sim with a competitor, request a PAC code Then, after 24 hours, request a PAC from the new sim company to transfer my number back to EE! (Really?!)
- Text EE switching service and be told I cant use the text service.
- follow the provided link to the website where you are told you have more than one line (total BS) and have to call
- wait on hold for 45mins (at 8pm!) to be told you have to wait 30 days
- challenge the waiting period as your contact has ended and then have them tell you they had made a mistake
- get them to confirm they will not open an additional line (this has happened twice) and will actually cancel your line and provide a PAC
- be told I can now go online to get my PAC
- Get PAC and transfer to new sim company (this is as far as I have got so far)
- Then wait 24hours and request pac
- give EE new pac
- wait 24 hours
- enjoy new phone.
I mean what the hell? Safe to say I will be leaving within the 14 day period. I wonder what hoops I will have to jump through to do that!
Review by Erniepeaches1 month ago
Worst company in the world don't use them very dodgy. Overcharge issues all the time.
Review by Fajarul1 month ago
We received a phone all from the outbound EE team offering us an ‘amazing’ deal on 3 ‘2019’ iPads promising us that after the two year contract had ended we would be issued with the newest and best possible iPads for the exact same price we would have paid for the previous 2 years. Once we had took out the iPads (as it was over the phone we weren’t given much opportunity to look into them) we decided to look into the ones we had purchased and see what they were like. For starters, the iPads were actually 2018 9.7 inch Retina display (not aware of this - told they were the most recent iPads), we were sold fully working sims as they were cellular iPads when we needed data only sims & after speaking to a different member of the EE costumer service team we were apologised to as once the contract ends, if we were to take out a new iPad we would have to pay for it the same as taking out a new phone (the price was subject to how new the iPad was & not the same price as the original iPad like we were told). So after being completely lied to about the price of the iPads and how new they were we decided to return two of the iPads & their sims.
This is when the BIG problems started.
Once EE had received the iPads and sims, the iPad we kept suddenly starting displaying ‘no service’. We ignored it to start with, thinking it was just a set up glitch and it would change once we took it to a different area. This did not happen. When we went into settings, general & about it showed the network as ‘unavailable’ as the sim was not provisioned. So, we rang up EE explained what had happened and that they had cancelled the sim we kept so we were paying for a sim we couldn’t even use. Give them their due, they offered us a months credit on the iPad as we hadn’t been able to us any of the sim benefits and assured us the new sim would be with us within two days. We were pleased with this. Later that night, my sons phone started displaying no service (also with EE) so when he went into his settings his sim also showed not provisioned. What had happened was the member of the team who was meant to cancel the iPad sim and send us a new one had actually cancelled the sim for my sons iPhone 8. Any normal day this would not have been an issue as we would just go to a store and resolve the issue. However, it was the night before my son was going to university & his phone was going to be used as a satnav to get there. So we rang EE that morning, informed them of their cock up and asked them what they were going to do to resolve the issue, the employee then offered us two options, ‘stay in and wait for the sim card’ which would mean my son missed his moving in slot or ‘find a store either on the way or when you arrive at the uni location and pick up the two new sims (one for the iPad & one for his phone)) there was two issues with this, 1. I had to be there present at the store for them to hand over the sims (accounts in my name) which wasn’t ideal as I was meant to be going to work, and 2. How were we going to get from where we live to the uni accommodation with no satnav. They didn’t have an answer to either of these saying there was nothing else they could offer. As it was, we had to borrow a friends satnav and I was forced to call in sick last minute meaning I lost a whole days wage.
Once we got to the EE store, we managed to sort out the sim for the iPhone 8 meaning my son could use his phone again thankfully but we were told that the actual iPad contract had been cancelled so they couldn’t issue us another sim.
We have had a couple of issues with EE in the past but never anything as ridiculous as this. Of all the days, they had to cancel the wrong sim right before my son was off to uni. If we weren’t all stressed enough already. The only ‘goodwill’ they could offer was a months free credit on both the phone and the iPad. What about the wage i lost? what about the added anxiety they caused my son? The stress was enough to make us never want to own a phone or iPad again and all they could offer was a measly free month of contract?? We never even received an apology and the issues with the iPad still haven’t been resolved. Really disappointed in the absolutely pathetic service we have received, and we will be thinking very strongly against upgrading with EE in the future.
Review by High1 month ago
Well happy with new iphone
Review by LillyTea1 month ago
I’m just want to voice my disgust at the total disregard for your customers I have paid well over the odds for a contract which is as agreed at £59.00 a month I have been charged over £400 since November 18 for a fixed data add on I didn’t even know existed when confronted the customer service team I haven’t been refunded a penny total greed and disregard for your hard working customers and there money! Avoid
Review by Flobow2 months ago
Dodger bunch of Herbert's in that shop!
S8 for 75 a month you mugging bunch of people!
East Grinstead stay away dodgy and fraudulent transactions and behaviour!
Mis lead Mis sell stay away go online or phone them. Save being mugged
Review by Wayni Partidge2 months ago
Where does it all start..
We moved into our new house over 2 weeks ago and I can't make or receive any calls, search via Data, google or facebook anything, its a joke.
The problem is, at the point of changing phones and renewing contracts, we were absolutely promised that the 4G coverage was faster in Swindon than in Warwickshire, purely for that reason they should be letting us out of our contract or stop taking my money until the problem is fixed.
Even at night I have to walk up into our village to make or receive a call, last night, NO 3 or 4G showing in the right hand side of my screen, my friend called me 8 times and I had to walk up to the village to call her back, its nothing short of crazy given that I am paying in excess of £125 for 2 contracts with EE, the call centre have been no help at all.
I called ee Monday this week 16th September and was told what most networks tell you, "Give us 3 days to have a look at the problem, there has been a problem with the mast", yesterday 19th September, I called and I was told that there was a dead cell on the mast and the wait could be anything from 1 day to a year to correct the problem.
This was the clinching frustration though, I was told to use my wifi calling using my SKY broadband, so I attempt to explain, over and over again, "why should I when I am paying for 4G and I work from home in safeguarding and need to have an accessible phone speaking to Police and Local Authorities because we work with gang affiliated kids and need to keep them safe 24/7,
its not a 9 to 5 job..
What do you think they are going to do about it? A Big Fat Nothing, that's what they are going to do, if I am Lucky, they will email me updates that they are having problems with the network in my area, then they will send me updates to say it has been sorted, then I will have to call again and I will have to start the process of getting us out of our contract, quite frankly, we are paying for a service we are not getting and have been promised at the point of sale, well its not right, its nothing short of theft.
If EE take the corporate time to read the ratings on Trustpilot, take me seriously when I say, Your network and your store staff promises Suck, if you don't let me out of my contract, I have will be reported it now to Ofcom
Review by MMGa2 months ago
Martin in Darlington Call Centre was excellent with his customer service. A true professional and showed genuine interest in wanting to help a customer even on a Sunday Afternoon. Martin ensured my father receives his phone as soon as possible. EE should definitely employ more staff like Martin as he helps customers without hesitation. Thanks Martin you were excellent.
Review by Mcgoldrick2 months ago
I had a signal problem and ee were fast and helpful to resolve it and make sure they gave me the expense to my 4g back. Appreciate it a lot and great service.
Review by Cannis2 months ago
Not even worth the one star I have to give
I would be better off with no phone. Calls drop, internet on ,off, on,off very frustrating.
So sorry I am with EE. Terrible service
Review by Gerdus Derrow2 months ago
I bought a new phone off an internet company 14/09/2019 which turned out not to be such a great deal
anyway I cancelled the order on 15/09/2019.
Then got a bill from EE for a months line rental £38.00 for a service I have never had.
A call to EE today 29/09/2019 where I spoke to a couple of lovely customer care people who were pleasant enough,
The one lady explained that they had had a call on the 20/09/2019 off the other company cancelling the pak code, yet still went ahead and charged me £38.00 for a service I am not receiving.
Avoid them like a dose of venereal disease.
Review by GetLike2 months ago
I joined EE in August. They ran a credit check and have made a mistake in doing so and it now shows as the wrong address on my credit file.
I have complained and they have refused to correct their mistake, leaving me with huge risk that could affect my and the wife’s credit rating for life. Have rudely closed the complaint and now I’m with the ombudsman.
When I signed up I was given the wrong date for when payments would come out. Doing nothing but calling this mob constantly.
Wish I hadn’t left O2.
Avoid these jokers....
Review by Shatek2 months ago
I've been in to the newly reopened shop in Wellington, Somerset for advice on using my phone on two occasions & found Sophie to be exceedingly helpful & very knowledgeable. I'm really grateful for her assistance. She knows what she's talking about deserves to do well.
A great asset to EE!
Review by Zemaria Ace2 months ago
We use the EE shop that is in the Newport IOW Argos store great staff all very helpful and knowledgeable, we now have 2 phones and a mobile WiFi hub from them, Great team Dan, Dan and Tom Thanks.
Review by Youngzone Draker2 months ago
Mis-sold 4G, it has to be the worst experience of EE.
I have been with EE since Orange was the named provider.
We purchased our 2 contracts and purchased 2 new iPhone's costing up to £125 per month
The contracts were mis-sold, before we proceeded, we asked the advisor to first check the network coverage as we were moving, we were promised it would more efficient, Guess What, It's so not, we cannot get a signal anywhere within our boundary, I have to walk up into the village to get a signal.
So, 4G No, So 3G, No, Nothing, EE are now saying that we can use Wi-Fi calling, which is utilising our Sky, How is that right, I may as well have gone Pay as you Go.
I contact Ofcom, who are very quick to respond and very helpful.
So I have exhausted the Procedure going via the Executive Office, that is if you can get through - you then get a deadlock letter referring you to the Ombudsman, Case submitted yesterday 11th October 2019, I can only hope that they Do the right thing and let us out of the contract.
There are things you can do - sorry, I can do, Never go anywhere near EE again, Signal being awful is one thing, Service you get when you call, its even worse, you're made to feel that you Just Need to Suck it up, Not Me, Never.
Review by Coeus Tallberg2 months ago
After trying to upgrade today ee have dropped to the worst company had to deal with for years!
We all know the having to bargain for the best deal and they usually match other deals on line but rep today didn’t give a dam, so pac code take and will take a deal with some other company! After over 15 years costumer loyalty must mean nothing?
Review by Fazek Syyap3 months ago
I would not recommend EE to anyone...The network reception is terrible..(Thats if it is working at all). Customer services try and make it as hard as possible to discuss anything..They will ask for made up security questions which they know you cannot answer,so they do not have to answer to anything...Stay well away,their are lots of others to choose from.
Review by Jaakap Stickings3 months ago
Always seem to get good customer service with EE. always pleasant and always helpful.
Review by Commonfield Beinke3 months ago
It's been a while since I have had an ee contract but I still hear people with the same issue my phone kept dropping g calls 3 time I one conversation all the time they didn't want to fix it staff were rude didn't care you wasn't very good for my business I refused to pay screwed my credit rating up so had to pay now believe me you couldn't give me a contract for free and I will never go back Vodafone business and o2 been great you and 3 were a joke sorry but I have a business and I value my customers maybe you should have to
Review by Janeki Linkhorn3 months ago
I would give no stars but trust pilot needs a star hence giving one. I've a 30 contract with 2 gb of data with EE
I've had their phone for 18 months I can't use it as have no reception in my home. I don't need to use it in my home as I have another contract with a brilliant company and a house phone but that currently doesn't work but it's another story. EE say they have excellent coverage in my home. well they know where i live to take my money perfectly well but obviously dont know shere i live as the home theyre talking about which has reception cannot be mine as i hzve No reception. if i did why then can't I use my data why can't I use it to make or receive a call,? I needed a phone in the bromley area I checked online and by phone that EE have coverage in keston bromley I was assured that they do but no...IN reality there's no service period. I got the ombudsman in but EE lied through their teeth and the ombudsman.well they found in their favour How!! i have no service i pay 30 for a phone that sits home alone doing nothing day in day out.
I would never ever never use EE again and hope to forget they exist at all once my contract ends. They be taken 24 months of 30 a month and done a big fat zero for it! great way to treat customers but why treat customers well when they can say what they like and get away with it. as long as they get your money they don't care whether you have a service or not. they'll waste your time pass you from pillar to post and do nothing.
a truly diabolical company better to bin the money each month than to use EE
Review by Camelo3 months ago
Great service throughout but would be better if it went live when it should of
Review by KuldeepManak3 months ago
DO NOT CHOOSE EE
HORRIBLE COMPANY THAT TREATS EXISTING CUSTOMERS VERY BADLY
THE SIGNAL THAT YOU WILL RECEIVE IS VERY BAD
Review by Babek3 months ago
Absolutely disgusted and raging with this company. Took out a data sim, they didn't set up my direct debit right so I have a 'late payment' on my credit record. I had to make a manual payment. I cancelled the contract but instead they cancelled the direct debit, and notified me by post that I was overdue on paying when I wanted to cancel it which meant it was already quite late after I got the letter. So I was referred to a bloody debt collection agency, both of these late payments will now affect my credit score for 7 years and I am only starting university!! I am so angry with this company I am planning to transfer my mobile sim to a different provider as they have ruined my credit score before I've even started. Absolutely ridiculous--do not use EE contracts!!!
Review by Sandefjord Marah3 months ago
NO issues so far. they over charged me but refunded quickly.
Review by Salmabia3 months ago
Fuming!! My delivery for my upgrade did not arrive on time , I am still expecting it terrible company