After struggling with their awful website all day I was finally able to order a bargain of a deal on an iPhone 5C, only to be told my order had been referred and to call a number quoting a reference code. Called the number and without even taking the reference code, the operator told me the website was playing up and I did not have a referral. Next day still no proper order confirmation so I spoke to someone on the online chat who gave me an 07 number to call. Turns out my order wasn't fully processed, and after trying again on the phone, I was still "referred", so they took my number and told me they'd call in 15-20 minutes. 45 minutes later and I am still waiting... EE clearly don't want new customers....!
Spent the last 3 months trying to end my contract after waiting the course of 24 months. Can;t even do this. Still ongoing, been charged early termination fee despite wanting to end the contract at its pre determined end date. On average 55 minute wait on 150 to speak to anyone, then they will happily transfer you/cut you off by accident. A truly horrific company. Unable to view bills on the website, this has been down for two months ,go on twitter and you will see endless complaints from customers. Do not use this company. T-mobile were okay, EE are a disgrace. They just sell sell sell and do not care one bit about their customers of 8 years. As said before, I am trying to leave, but even this is so so difficult. Please do not use this company, I never write reviews but I would not recommend anyone using this company. Even if they are cheaper it is not worth the stress/fatigue from trying to reclaim money owed and sort out mistakes they make.
Don't explain anything at the point of sale, they get the sale and then don't care what happens after as long as they get the money , bad communication among themselves and promise things then some one else says that cannot happen, just very messy and do not like to help you out. one more thing they are liars
I was with T mobile and was forced to take a contract with EE they have to be the worst mobile company I have ever been with. I would not advise anyone to use them under any circumstances in fact i would rather be without a mobile phone. If I could give them no stars then I would.
I contacted them for some advice re dongles and got the most ridiculous reply saying they could not answer me by email but of course I was welcome to ring their premium rate 'customer service' number.
Please accept our apologies, we are in the process of improving our e-mail service, and cannot deal with your e-mail enquiry at this time. For the moment, can we ask you to use one of our alternative Customer Service channels, where our advisors will be happy to answer any question or resolve any enquiry you may have.
I wish to God that 0 stars was an option. I was with T-Mobile and had no complaints, was ready to continue my contract again until EE rang with an offer on a Nexus 7 tablet. This bit was my own fault, in a sleepy confused state (they had just woken me up), I agreed to the contract. I later decided that I couldn't afford it and cancelled the next day. I was given instructions to reject the delivery and I would not be charged - why they didn't just cancel the delivery is beyond me, as it took 3 weeks to send it out! Followed my instructions, had £226 taken out of my account (huge hidden charge there, I was told £21.50 with no extra cost) and only £180 refunded! Rang up asking where my £46 went and was only given £38 back after a long argument with customer services. Now they want to increase price plans for the second time over the last year? No thanks. I will be up at midnight the day my contract ends to cancel it.
I bought a brand new sim free HTC One and chose EE as my service provider. What a fantastic combination this has turned out to be! I no longer need to bother with wifi as EE makes it possible to access the internet with my phone. Have found EE Customer Service to be the best and their "My EE "app is brilliant! I would recommend EE to anyone!
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. I JUST WANT TO LEAVE AND TO NEVER HAVE TO DEAL WITH THIS DREADFUL COMPANY AGAIN!!!!!
I bought the Fibre 40MBit product for our new house and when we moved in we were expecting 30 - 35MBit service, it was 18 and dropping, and settled on 15.
I logged a support call went through the usual in house & router checks, then it was escalated to Tier 2, who felt an OpenReach engineer was needed to check the line. I had the best engineer in the world come and visit yesterday, he isolated the faulty wiring outside the house, laid a new drop cable and we now have 39.97MBit synch speed out of possible 40!!!
I immediately phoned to be upgraded to the 80MBit product and see what we end up on!
It's when things go wrong that you find out what your supplier is made of and for me I am extremely happy. All this took place between the 4th and 9th April 2014 including a weekend, I thought that was pretty swift!!!
After spending hours going round in circles on the website trying to upgrade a T-Mobile contract, I accepted the offer of a live chat with EE customer services. If all the rep is going to do is tell you to call customer services - I see little point in having it as an option. When I tried to explain my frustration - they terminated the conversation. Annoyed, I went on to the Facebook page to complain. Had a read through other comments on there and pretty much decided I was going to cancel as there's not a lot of love for EE out there. Thought I'd wait to see if they responded first and perhaps not unexpectedly - I was given a link to the live chat?!?!? No hint of an apology. Immediately found myself another deal (with Tesco who offered a better deal and seem to be getting good reviews). When I rang to get a PAC code - I spoke to T-Mobile who couldn't have been more helpful and explained that I could stay with them rather than move to EE. Now this wasn't presented as an option with my online account - so I'm still a bit baffled by the relationship between the two. For this reason - I am leaving T-Mobile after 12 years of being perfectly happy with their service. EE have a lot to learn.
Had an identity fraud situation re some mobile phones sent to us and a courier trying to collect them (we refused), contacted suppliers Dial a Phone and Phones 4 You, no problem with them they sent prepaid bags to return them but trying to contact EE was a nightmare, one rude employee put the phone down when trying to explain, just said contract was suspended. kept getting bills eventually when I insisted speaking to an English person, not ethnic (who I could not understand) they said all will be sorted ok and no black mark against ourselves. My wife who has had a TMobile pay as you go phone for years spotted a deal which she thought would suit her, she has never had a credit card or a credit account in her life was refused, on appeal a very brusque reply was received saying decision was overturned (for only a month) She has been accepted by another supplier without any problem, so requested PAK code 3 weeks ago, still waiting !!
I work from home so need to have a VPN connection,, I got the fibre deal and have had no problems, except for the first bill even with that they gave me the deal i had for 3 months for another 3 months as a good will gesture and they also brought me out from plusnet,
I really regret moving to EE. I had been with Orange for about 18 years so felt a bit of loyalty to them. Whilst EE staff have been very polite, they overcharged me for an Ipad Mini. Website said £229 and not only did they charge me £399 but they ALSO debited my account £399 in addition. It has been 10 days and in spite of ringing on a number of occasions, they have not refunded me. The last person I spoke to said that it would take them around 14 days to process a refund. Why? They are in the wrong and have the power to transfer money immediately. VERY unhappy with the whole process and when my contracts end will definitely be leaving them and going elsewhere. Incidentally 4g signal is OK - have never not managed to get online with the Ipad although sometimes it is only a 3g signal
UPDATE 18 days on.... still no refund. I rang this morning and got through to "Phil" who was incredibly argumentative, wouldn't let me say my piece and constantly interrupted. He said that it was being processed but they couldn't give any indication of how long it would take. I was promised a call back. I won't hold my breath
I wanted to look at my bill, because I got a text that said it was available online. Their website is having all kinds of errors, and the only way to tell them is to pay for a support call!!! There is no way to email them to let them know that their website is not working properly. Very, very poor customer service. This is not the first instance of poor customer service I have experienced with them. Trying to get help on the phone is just as painful, and slow. And you have to pay for it! In spite of the fact that they caused the problem.
Today my I took my mum into the ee shop as she was transferring to an old iPhone and needed a new sim. They set her up with a new sim for the iPhone but then said it would take time for it to be transferred over. We were never an exact time period. This evening just before my mum had to go to work her old sim deactivated. She works as a district nurse so having a phone is vital. The new sim did not activate which has now left her without a phone. I called the orange hotline to get help but they coulndnt deal with my query as it wasn't my account. She had to leave forwork with an emergency phone without any of her contacts because orange wouldn't deal with me. Well done EE this isn't the first time something like this has happened either
I was on O2 and was very happy with their service and than I switch to EE but it's my biggest mistake of my life, very poor signals everywhere, call drop. Absolute rubbish customer services, spoke to them about the service and everytime they saying that they are improving the signals problem in my area and its taking time. They cann't cancel my contract and if I want to leave EE i need to pay the full contract. Cann't do anything, so have to use this shit network. NO CHOICE
After call EE AND orange repeatedly to sort out something which should be easily rectifiable, I am left with out service since joining EE after being given patronising and useless advice, which so far none of has worked, which aggravates me as to how can these people be classes as technical support if they are unable to switch a SIM card over! I'm only giving them one star because I'm obligated to do so.
I will start by saying my husband has been on TMobile/EE for 17 years, I have been on TMobile/EE for 6 years. We depend on our phones for business. Since we upgraded to EE I can honestly say we have had nothing but problem after problem, that cannot and will not be fixed because miraculously its always someone else's fault! At the time of our free upgrade, from what was the most expensive phone in its time (the 4S), to the modern most expensive phone (the 5S) turned out it wasn't free and we spent over £200 up front for the upgrade. Apparently you can only 'Upgrade' to a phone of the same capability/ standard. I dont know how that qualifies as an upgrade but hey.. we accepted that. We then began having network issues, billing issues, and being blocked out our phones etc. so I went into the shop, and with the transfer over to EE the 'computer had generated an error' which meant the shop staff couldn't change or view any of my details to fix the problems. I left the shop very upset, tried to phone my husband to find I had had my account blocked again due to 'fraud'. So I turned around and walked back into the shop who said they had fixed the problem after 15 minutes on the phone. This happened TWICE in a row. I don't upset easily but I was in tears in the shop the third time round! 3 months on and we still have network issues. I pay by 'direct debit' which never seems to get processed so every month our phones are blocked before I manually call to pay the bill. My Husband travelled to Europe so I phoned to ask for an add on, after explaining and having confirmation of understanding from the EE rep, they still added the wrong add on- in fact 5 OF THE WRONG ADD ONS! This took a lot of time and effort to sort out the problem. Today neither phone is working, the signal is non existent, I can't make or receive calls including 150. Whenever I log on to the App or online the website is too slow and wont process the page let alone let me log in to view my account. There is insufficient 'Help' to deal with my problem, the 'Chat' system they have never works, and when I submit negative feedback the page doesn't load either. I am absolutely sick to death of all of this, and I will be buying out the contract as soon as I have the money to do so, and moving elsewhere. The money we pay every month is extortionate especially for 2 useless phones, no support and terrible customer service. These are just a few of the issues since November 2013, Im sure there are more I could bore you with.. Stay clear.