Review Time
We moved our business mobile services to EE following assurances about service quality and account support. Unfortunately, our experience since signing has been extremely disappointing.
Since December 2025, we have been attempting to obtain valid VAT invoices for our business account. Despite multiple calls, repeated requests, and a formal complaint to both EE and BT, we are still without the required VAT documentation.
Over the course of several conversations with different EE representatives, we have been given contradictory explanations, including:
• Receiving a text each month to say out bill is available to download online but then being told the online portal had been down for months
• Being told VAT invoices had been requested and would be issued
• Being told there was a “technical glitch”
• Being told there was never a glitch and that EE did not have our VAT number which they claimed was the real issue (despite never previously requesting it)
• Being promised invoices by specific dates which were not honoured
• Being promised a complaints team call back within one week – which never happened
We were offered a £30 inconvenience payment, which we declined, as we required resolution rather than compensation.
As a VAT-registered business, access to valid VAT invoices is a basic compliance requirement. The ongoing failure to provide them, combined with the lack of clear ownership or accountability, is extremely concerning.
I would welcome contact from a senior member of the EE complaints team who can take ownership of this matter and ensure the outstanding VAT invoices are issued without further delay.
We moved our business mobile services to EE following assurances about service quality and account support. Unfortunately, our experience since signing has been extremely disappointing.Since December 2025, we have been attempting to obtain valid VAT invoices for our business account. Despite multiple calls, repeated requests, and a formal complaint to both EE and BT, we are still without the required VAT documentation.Over the course of several conversations with different EE representatives, we have been given contradictory explanations, including:• Receiving a text each month to say out bill is available to download online but then being told the online portal had been down for months• Being told VAT invoices had been requested and would be issued• Being told there was a “technical glitch”• Being told there was never a glitch and that EE did not have our VAT number which they claimed was the real issue (despite never previously requesting it)• Being promised invoices by specific dates which were not honoured• Being promised a complaints team call back within one week – which never happenedWe were offered a £30 inconvenience payment, which we declined, as we required resolution rather than compensation.As a VAT-registered business, access to valid VAT invoices is a basic compliance requirement. The ongoing failure to provide them, combined with the lack of clear ownership or accountability, is extremely concerning.I would welcome contact from a senior member of the EE complaints team who can take ownership of this matter and ensure the outstanding VAT invoices are issued without further delay.
When you complain you get and automated reply as follows...but they don't actually contact you, they just post this and do nothing. Just wait. what I have posted below will be their response. STILL NO RESOLUTION.Hi Julian,We're sorry you're unhappy with the service. If you could reply to our request for further information, once received, we’ll do our best to support you.Best wishes,EE Business
Awful service and support, errors on billing every single month since renewing my contract in October. I'm being charged for calls that should be included in my allowances. I have to call to switch inclusive extras every time I travel and return, yet I can still be charged or barred from calling out to EU countries. Incapable billing team that struggles to comprehend the issues, never solves the problems, and regularly disconnects my calls. I've wasted hours on the phone to them in the past 4 months. Strongly recommend you avoid using the! The price they charge to call EU countries is absurd. I should have 500 minutes included in my bundle, but otherwise it's £1.80 a minute. I suggest trying ID mobile, granted they don't offer a call abroad bundle, but their charges are 10x less on average per minute and the overall costs per month are likely to be less considering how much time I waste calling EE to fix. Offshoring all your call centres was a bad move EE! VERY POOR SERVICE
Abysmal. Perpetually charging us without invoicing first - completely incapable of running their own business let alone supporting others. Only allow us to receive regular invoices by post to the one listed business address - say we cannot see them online or by email due to a 'systems failure' that they admit has been going for over a year.
I have a business contract. When I renewed my contract 2024, I was offered a “FREE” gift. An Apple Watch, I was told it was lucky because today they had a special deal. I didn’t specifically want a watch. I got swept away with the whole thing, I was not given the full details and definitely did not get told you will be charged for a sim ! In my naivety I thought the watch worked from my phone ! Nothing was explained. There was a lack of transparency. I was in fact also unable to look at my contract on line due to EE having a problem for business customers to see their bills for over a year or more! It was not until I received a requested paper bill for my Accountant that it became clear my sim that I have never used to this day was costing £16 per month. This Apple Watch sim has now gone up to over £19 per month. I have still never used it or the watch EE can see this is unused. My 87 year old Dad has the watch to track his fitness. I have emailed and spoken to customer service and just recently for hours sat on the phone. The reason although my Mobile phone sim only business contract ends in March, to my dismay I saw on the paper statement not long ago that my “FREE” Apple Watch is one year longer and finishes in 2027. I have been mislead and treated appallingly, speaking to the overseas customer service was hopeless, they told me I was fully aware that the watch was separate, at that point I felt upset and just broke down in tears because I have been taken advantage of. Only last week my partner who also has a business sorted a new contract for his business phones he was asked would you like a “FREE” gift, obviously clued up on the Con ! He said explain Free what do you mean they said a free ipad or watch, he asked is there anything I pay for then, they said well, yes a sim ! SO 2 YEARS DOWN THE LINE EE ARE OFFERING A FREE GIFT. It’s not transparent, fair, or nice to mislead your customers. I have been with EE for over 20 years with my mobile phone and Broadband a lot of years including home phone I have just ceased the contract this week.I am still with my Mobile contract at the moment. I have written to customer service, then informed, it’s not the right department, I have wasted hours and still in the same stressed out upset situation. I am in the process of now spending more money for my Solicitor to deal with this for me.I wanted to highlight this devious wording whilst ringing and upgrading your accounts, Please do not get fooled by the FREE gift ! Also be aware that if they treat you like me you will be in one year longer contract with your free Gift !!
EE have left us, as a small not-for-profit, with internet speeds that mean we have to limit the services people are able to offer from our space for over a year. Despite multiple attempts to get them to help, they have done absolutely nothing. This is having a big impact on our financial sustainability, but EE have not offered any solutions at all, and are demanding an extortionate termination fee for us to cancel the contract, despite their employees acknowledging the service is unfit for purpose.It's been a year of pulling my hair out trying to deal with them with absolutely zero progress. Tech support are atrocious, and the entire experience has been woeful from the very beginning.Meanwhile, Three are offering multiple solutions to our specific problem (external hubs and antennae) as standard and at no extra cost. EE refuse to offer us any support whatsoever.Oh - AND - I haven't been able to log into the online business platform once, despite multiple attempts at getting customer service to help. I still am not completely sure it exists.I could not regret choosing EE as a service provider any more than I do. As an alternative, I would recommend simply banging your head against the nearest wall. It's cheaper and you can stop when you want.UPDATE: I sent them the information requested and they did absolutely nothing.
No access to my account during a 2-year contract!!!I have been trying to resolve this issue for a very long time. I have spent many hours speaking with the Technical Support Team, but they have never helped me.Today I called again, and it was a ridiculous experience. The billing team listened to me, then turned off the microphone and ended the call without saying goodbye.Thank you for such a “helpful” team 😠I remember that they always told me it was a data server problem and that I should not worry because it would be fixed soon.Come on — two years is not enough time to fix such a small issue?How am I supposed to do anything without access to the website or the EE app?Complaint reference: ID29222136
I've been an EE mobile phone customer for more than 15 years and a broadband customer for the last 7 at least. When my broadband went down for two weeks at the end of 2024, it took a while to get an engineer out. Open Reach couldn't decide whether they needed to visit the property or not and I was told different things about the nature of the fault by EE's customer service guides. The EE mini hub they sent to restore service didn't work well at all. Finally the fault at the local exchange was fixed and I was told by two separate guides that I'd be eligible for compensation. Not only did I not get this but when I chased twice I was put on hold for at least half an hour only to be told the fault was logged as slow broadband and not no service. I even spoke to a manager who thought it was acceptable to gaslight me. What a shamles from EE and Open Reach. I switched to another provider after that final conversation.
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