I got a 12 month contract (lucky it wasn't 24 months) with EE. I got a Samsung Galaxy S3 LTE.
For the whole year I had little to no reception at home and every time I rang to complain EE would refer me to the local EE shop however everytime I visited the shop they'd refer me to the customer services phone line. This happened 5 times in total by which time I gave up. I also made it clear that the online app showed my house and area to have excellent coverage.
When I decided to leave EE they said it'd take 20 days to unlock my phone so that I could use it on another network. So far it has been roughly 2 months since I requested the unlock and yesterday I phoned to get an update. The customer unservices person said it would take a further 20 days but failed to give any explanation as to why.
I've now requested my number to be ported and bought an unlocked Nexus 5 and got a GiffGaff SIM just to get away from EE.
I have also recently found out that a friend of mine has plumped for EE and is having exactly the same issues as I was. He lives roughly 9 miles away from me and unfortunately has gone outside of the 14 day return period so is lumbered with EE for his contract term.
Basically I Bought one of those Dongles from EE for £70 and The data went within 1 hour, it was useless, I don't see the point it's 38 to 60mbs, and Goes straight away, 4G uses extreme amount of Data but it seems EE gives very little Data, the plans useless. and when they was first released it made me LAUGH little data extreme monthly FEE no good at all
OFCOM PLEASE DO EVERYONE A FAVOR AND GIVE THE PROPER DATA PACKAGES NOT 1GB 2GBN AND 6GB THEY NEED 24GB AND 50 AND 100
it was the same thing happen in 2003 from three couldn't give 3g properly charged a fortune but couldn't pull the service but now the 3 network is getting better hopefully they can give what the customer deserves
please don't you dare release 5G it won't even make the first hurdle LOL. just imagine having 5G 100mbs to 150, omg NO POINT AT ALL
Yet another load of rubbish from another New so called network from T-Mobile and orange they need to give proper data allowances not 2gb rubbish it doesn't Fit nothing
Misleading, less than honest and unwilling to help
I have been a loyal customer of T mobile for over 15 years. With 2 contract
Additionally, for the past 4 months, there has been serious issues with my signal in Croydon , amounting to there being effectively no signal for at least 65 to 70% no signal. (This severe impact to network coverage is ongoing). My complaint, which was eventually escalated to the Customer Relations Team was not taken seriously at all. Issues I came up against included: One department refusing to transfer me to another, agents refusing to give me their full name for my records and even management not listening, being abrupt and stone-walling me when I was trying to escalate my complaint. Furthermore, every person I spoke to seemed to say something different and were even economical with the truth on a few occasions, lying about details of the complaint I had raised. T mobile were utterly unwilling to entertain any kind of reimbursement and even refused to pass me on to head office when I requested to escalate the matter further.
I have never had such an awful experience of customer service, where T mobile staff have been misleading, less than honest and extremely unhelpful.
If you're thinking about T mobile or orange and EE as a network provider, don't do it!!!!!
is what I was told when they tried to deliver my phone and noone could give me a straight answer... well there was one, but that's not what I wanted to hear. Unless you stumble upon this ONE person who actually wanted to help me.
So to you my good Sir I thank you and give 5 Stars!
Rest of EE customer support should learn from him. Other than that all good
I complained to EE as my home broadband was very slow, I was passed from pillar to post and still they did not sort it, I was promised money back this did not appear and was always told they were having system problems, when you call through youdont actually speak to EE staff you speak to outsourced call centers either CAPITA or CLEARANSWER both of which are ignorant rude and aggressive, I emailed the CEO here is the response.
Thank you for your email received into the Executive Office. I have been asked to investigate the issues raised and respond accordingly.
I apologise for any inconvenience this issue may have caused. When a credit is applied to an account, it will initially go towards the bill, and then any remaining credit is refunded to the bank account. Your remaining £30.86 credit has now been refunded to your bank account. If this does not yet appear, please give up to 48 hours for this to show. THIS IS NOW IN THE HANDS OF THE OMBUDSMAN AND I HAVE SWITCHED TO SKY
As you called several times to query this, I would refund your call charges. However, I am only able to do this upon receipt of billing details from your service provider. If you only receive a bill quarterly, the offer to refund the call charges will remain open until you are able to supply the proofs. It is possible that your service provider could provide you with details of unbilled charges sooner, which you could forward to me. You can provide these details to me at firstname.lastname@example.org.
2 months into EE broadband and everytime I call the customer service I still have to wait at least an hour excluding waiting for connection time because customer service 'cannot load' or 'cannot find' my account and I always get passed around.
2nd problem, the line saver rental for the entire year of 132 gbp was billed twice. First bill charged me 19.75 instead of 2.50 as the plan was. 2nd bill charged the line rental again, I wonder what the 3rd bill would be.
I simply dread the bills now and absolutely dread calling customer service. Although the service is nicer than companies like 3, BUT the over an hour waiting time is unreasonable.
If a better deal comes a year later, I will switch.
I have been a customer of orange for over 15 years.
During this time i have had monthly bills of not less than £40 and sometimes £100, so i have been a good punter.
Since orange merged with tmobile the signal quality has really gone down. And as it is the most expensive service i decided to switch to tesco mobile and save money and get a better service hopefully. Tesco is on O2 so i imagine it doesnt have the bad signal the orange has.
Anyway to cut a log story short orange is refusing to provide me with a PAC code and is telling me i must go into an ee shop and make my request in person together with 2 forms of ID.
This is unacceptable, i have been a customer for over 15 years and indeed still am paying my bill via direct debit so they have no excuse. When i have called them i am always asked "why do i want to switch" and also told that their security department has blocked me from leaving. No reason given and no way of talking to the "security department" because they refuse to put me through and refuse to provide me with their direct line. Indeed one idiot called CHRIS on ext 46165 told me the security dept has no number at all. I asked him so how do you speak to them?
I must say EE is the absolute pits.
I travel often and was previously with Orange. I unfortunately upgrade my phone to an s4 and moved on to the 4g plan on EE. worst mistake of my year and possibly life.
I have just come back from the states and mexico and noticed I have been double charged for every incoming call (that I didn't pick)and then charged again once the call goes to voicemail. So invariably £3 for every unanswered call whilst in Mexico and £2 for calls whilst in the US. Had I known, it would have been cheaper for me to pick the call than allow it go to voicemail.
I am a very careful international roamer; I turn off data roaming only use WIFI, hardly never pick or make calls, and just rarely send and receive text. However as a mom of 2, I always need to have my phone with me and be reachable in case of an emergency. I have never in my life been charged for unanswered calls whilst abroad and what makes it bad is I called EE customer service just before I left and wasn't told about these voicemail charges or advised to turn off my vmail.
I was also mis-sold and misinformed to come unto EE, my understanding it's the same company as Orange and operate same T&C. The EE website still states to pick from a choice of Orange, Tmobile or EE plan, yet the advisors and managers I have spoken with are not emphatic and I just feel conned and duped.
For 16 years my family have been loyal orange/ee customers and are suposedly "valued customers" are we heck!! This term means nothing to the company or it's staff! For three weeks now I have been paying £45 a month for an IPhone that I cannot use due no service. I have been back and forth between phoning the company and going into a EE store and no one seems to be able to sort out my problem! It's beyond a joke and the company simply do not care!! I would never ever use this service and given the option I would leave in a flash! Secondly what ever they have told you about being the fastest network with the best coverage is a lie! I get rubbish coverage wherever I am and recieve less than half the broadband I pay for! FOR FIRST TIMERS LOOKING INTO EE DO NOT DO IT! O2 all the way from now on!!!! Extreamly unsatified customer!
DO NOT !!! REPEAT DO NOT!!! TAKE OUT A CONTRACT OF ANY KIND WITH THIS COMPANY, THEY WILL RIP YOU OFF AND THREATEN YOU AS THEY HAVE ME.
I had a 2 year contract with this shameful company which I duly completed and then asked them to unlock my iphone as it was perfectly ok and I intended to take out a sim only deal with another provider.
They said they would unlock it for a charge of £22.46 which I reluctantly agreed. After months of costly calls to an overseas call centre the unlock has not been provided forcing me to go to o2 for another contract and new iphone which is not really required at increased personal cost.
Orange said that they have unlocked my phone which they have not and I finally got through to the EE tech department the other day who confirmed it hadn't been unlocked. The guy who promised to come back to me has also disappeared now.
I am now being subjected to AGGRESSIVE calls to my home number from a debt recovery company called NCO threatening allsorts of recovery action over the £22.46 which I have now reluctantly paid to avoid further upset to my wife and children.
The purpose of this review is to warn you against dealing with EE / Orange as they are dishonest, unreliable and will not hesitate to bully you and your family should they need to.
I was on Orange, but EE offered me a great deal to swap my Orange tariff and phone for a 4GEE tariff and phone. I was only six months in to my contract with a Galaxy S3 but I wanted an S4 - the only way I could have gotten one would have been to sell the S3 and buy an S4 using my staff discount (I work for another mobile retailer) which would have left me about £250 down. Instead, I handed over my S3 and got an S4 for just £99.
Sure, I'm paying £5 a month more on my contract than I was before, but EE offers me free Deezer Premium, which has replaced Spotify which I was paying £10 a month for, so I'm actually saving some money. Furthermore I have double the data allowance I did with Orange and I've got superfast 4G too.
As part of my job I spend a lot of time on the phone to each of the main mobile networks, and EE are by far the easiest to get through to. I've always found the staff to be cheerful, and nothing seems too much trouble for them.
A really great network.
I cancelled my contract with them. Service they offered was really poor. I was within cooling of period so decided to leave. For over 4 months they trying to force me to pay for service I didn't want. Now they about to take me to court. Customer service useless. It cost me a fortune to resolve this matter, but they still trying to rip me off. Stay away from them.
We topped up 2 mobile accounts to over £20 each to buy unlock codes for 2 old iphones, the Indian support centre support told us if we did that the phones would be unlocked within 2 weeks, despite numerous phone calls and even a text confirming it they have decided that they won't unlock the phones with the most ridiculous excuses.
EE customer service is a joke, they never sort anything out and add delay tactics and excuse not to do anything.
On PAYG they offer so called free add ons which seem to get randomly activated if you're lucky, they are always delayed to try and get you to drain your credit by thinking the add on is on the account when its not, a despicable tactic.
If you want to use the Orange/EE network due to coverage in your area I suggest you move to vectonemobile, they offer PAYG with great bundles and 30 day rolling contracts if you prefer that.
Don't be duped by EE 4G nonsense, O2 and Vodafone are now rolling out a joint network which will have far better coverage than EE will ever have and Three are going to be offering 4G at no extra cost.
Bought a phone from their Old Christchurch Road, Bournemouth Branch - got it home it doesn't work - they are refusing to accept return or arrange repairs - Court for them I think. You cant really blame [name] as she tries her best with her limited brain cell functions but [name] (Manager) seems to have half a brain as he said that if he accepted a return it would impact on his branch sales figures and he would miss target - avoid like the plague!!!!
They have mis sold me handset insurance that I was told covered me and didnt because I swapped my sim even though I had insurance on both handsets with ee preferred insurance company clone phone. Their shop in Sutton didnt even put the cover on my phone at the time of purchase and then when I said to cancel it (after my phone got lost and I was informed that the 20 pound plus vat insurance I had on both phones was null and void because I had made the criminal mistake of swapping the Sim!) reinstated it without my permission (according to the last adviser didnt read the notes on my account )and after four separate phone calls to your customer service team reassuring me I wasnt paying the insurance, I have had two letters confirming that the insurance is now in place. Then told me I had to ring them in person to cancel it! My phone was brought into the shop to repair three weeks ago and still a technician has not had a chance to even look at it! The last adviser was condisending, sarcastic and un helpful. If EE continue to trade in this unprofessional manner hopefully they will get taken over by a customer focussed company. RIP T mobile and Orange two good companys eaten up by truly the crappiest phone provider yet EE quick frankly sucks.
I cancelled my contract on my Broadband account whilst being outside my contract. They cancelled this no problem. Then they made a computer mistake and charged my bank account several hundred pound. They promised to refund this back admitting their mistake, which also incurred bank charges for me which they agreed to pay back. After several more calls being told they have processed it and to wait 28 days. each time calling being told the same, "sorry another computer problem, we will sort it and have the money to you in 28 days. 4 months I am still waiting, 4 times they have promised to send it out. They stole my money and I want it back. I should not have to wait 4 month. Lets flip this around. If a customer defaulted a payment for just one month, EE would be adding late payment and admin charges making all sorts of threats if not paid immediately. They should take a leaf out their own book. I have emailed a compliant which also has been ignored. EE ARE FRAUDSTERS !!!!.. Complaint now in the hands of the Ombudsman
I joined EE in Jan 2013, with the amount of problems I had I requested to leave in Feb 2013, they tried to give me the jargon about the contract, I then argued why I should pay fro a mobile phone line that don't even work, they AGREED and cancelled my contract, then they made a mistake and charged me £400, I have now been trying to get my money back and all I get is that they have a back log of refunds.... I have been waiting 3 months for EE to refund and stil no site of my money, seems like they have to refund so many customer they dont have a the money.......... I have been promised a Manager call back several times but no call......... Every time I speak with an agent apparently it was not logged on the system.......... I have never ever had so much BAD experience from a company ever in my entire life.......
DONT NOT JOIN EE........
I seriously can't believe how bad this company is. It's the same old story, account manager gets the sale of 80+ connections with us and then doesn't give a damn. The frontline customer service staff are nice but even the process of getting things from EE is a nightmare.
They have an email address you can request things from but it takes 3-4 days before they respond and another 2-3 days before they deliver even though our company is in a large metropolitan town. How can a company be so bad and not give a damn.
We've had major issues with the performance of their network across the UK, in areas like London where you would think it would be pretty good. I think the rollout of 4G means they have taken their eye off the ball in terms of getting the customer service right in the first place. We have had a problem with their network for the last 4 months at a particular location and it's hard to believe they can't get it resolved after all this time. They may be the biggest network in the UK but they certainly aren't the best.
Wish I'd now gone to Vodafone or stuck with O2, at least with O2 the service was quick and efficient and the coverage was pretty good all over.
Stay well clear of EE they have totally lost the plot! (I'll post any updates to this in the comments)
I've been an [external reference removed] customer for some 10 years + and generally had no issues, then I decided to move to EE via an early upgrade as my home town is due to get 4G in June so thought "what the hell".
After shopping around I ended up in [external reference removed] as the EE stores could not do a good enough deal. They wanted to charge me silly money for the handset (Nokia 920) as well as pin me down for two year on the contract.
In short: I had no phone for a week as they didn't know you cant activate 4G SIM cards on Nokia 920.
The call quality is really bad, I spoke to a friend who I often call and from [external reference removed] it was ok, now I struggled to hear anything.
EE wont insure my phone as I got it from [external reference removed], they said its not a branded EE phone, OF COURSE ITS NOT, IT'S A NOKIA.
While waiting for my lift to work, in the same place as always I get no data connection at all (was fine with [external reference removed])
Overall the whole EE setup is a disaster, plus the fact [private data removed] seems to think we all want super fast "MOBLE" phones, this is very odd as I just want a super fast "Mobile" phone.
My Verdict: AVOID AT ALL COSTS
Sorry but what type of crack cocaine was the pricing team behind EE taking when the came up with the price plans for 4G only.
I mean this is not even to make calls this is just to browse and download. So what?? They expect people to pay £36-59 mobile phone rental and then pay £20-56 a month just for browsing only no calls?????????
Wow, that must have been some serious crack session they were on. Only a moron would go for these price plans, totally unjustified and unrealistic. For those with a brain, most places have free wi-fi any way. Or for short browsing you can tether your phone to create a wi-fi hotspot that your device can pick up anyways. The cheapest price place is £20 a month for 500mb.........500MB!!! whats is that a 3 min youtube video and some 10mins of browsing on eBay for some common sense.
Sorry won't be joining the @more money thans sense brigade on this one' not the way price of food and petrol is going.
This is clearly for people where money is no obeject and have far less financial priorities than most.
Premier league footballers and city bankers come to mind!!!
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