Review Time
A good experience. Holly was helpful & she offered me 3 alternatives going forward. Inreased my b/band speed to 500Mbs from 150 Mbs for a saving. I avoided the March 26 cost increase for b/band but I was disappointed with the big TV increase for this year. Overall 4 out of 5.
All of the staff ('Guides') have been very helpful. A simple request to change my contract (suggested as part of my December package) has so far required four phone calls, and resulted in a number of adjustments. The required solution - drop Sky Cinema; retain TNT Sports & Sky Sports appears to present significant issues. Hopefully the next phone call (tomorrow) will result in the issue having been addressed successfully.
I needed to renew my broadband subscription so I made a call to your customer service team and got connected with no delay. I had a good chat and very welcoming and helpful response and advice from them and made a choice to renew my subscription and now it’s running fine with no problems.
Thank you so much.
Your service advisor was excellent - patient, methodical and knowledgable. However your process is amongst the worst I’ve ever experienced - painful, clunky and time consuming. I spent close to 80 minutes talking to your advisor just to change my package. Certainly a process that is not customer centric.
After a 20min wait in a queue listening to the most terrible music that is imaginable to mankind with no announcements to acknowledge that I was in a queue, I was actually starting to consider changing provider. I only stayed based on past experience and the fact that they were able to offer a competitive broadband/ mobile/ TV package.
Elizabeth was brilliant. She took her time and was not rushed and didnt look at my specific query but reviewed our entire contract with EE and made recommendations based on imminent renewals we were not aware of. I left the call feeling like we hadnt been scrwed and were better off with the new packages she had arranged for us. Very refreshing for a call centre call which started off with a simple inquiry about our Sports package.
Sometimes it takes more than one phonecall to renegotiate a new contract and this is the case with BT/EE. I spoke to a very nice gentleman today who managed to retain me as a customer for another 2 years and gave me a better price than I'd previously been quoted a few weeks back. He was very clear with what was included and what wasn't. He *didn't* state that Netflix would now include adverts, but as an educated customer, I knew that already. Happy to stay with you BT/EE. Thanks.
Earlier last month we had a complete broadband and TV outage for three days. When I called initially the person I spoke to was not particularly helpful but when I called back to talk about compensation or at least payment return for those days it was as if they couldn’t do enough for me. I was given a refund and now have some new equipment coming and also had my Netflix sorted and my payments. So, very happy now.
The EE website just doesn't work properly and is full of dead-ends and errors. I have 2 mobile phones and credit was added to the wrong phone despite the correct number being displayed on the screen. The same credit figure is quite often displayed for both phones even though the credit is always different. It's as if the website is losing track of the correct phone number.
Navigation is difficult and it's easy to get to a dead-end screen that has no reply fields. The website is just frustrating and wastes so much time. It needs a complete rewrite.
Been with EE since T-Mobile days, over 20 years of being a EE customer. Noticed last year and this year that customer services slipping and having to call back to rectify things on my accounts. I am disabled and recently on the 9th of Feb 2026 spoke to a EE customer services rep. who got so irritated by the fact that I am slow and cant go at her pase that she handed the phone to her line manager saying she can't deal with my the call any longer. I was devastated when I was patient with a rep. who kept me on the phone for an hour because she got info wrong and I had to repeatedly repeat myself. I was distressed that people with disabilities are treated this way and that EE cannot make reasonable adjustment. I wrote a complaint online just to have the complaint closed today via text without anyone calling or writing to apologise or find a resolution. looks like huge companies like EE don't have to treat any customers with respect, dignity and making complaints are just a waste of time. I would certainly not recommend EE to any of my friends or family going forward. Their customer service has become awful over the last couple of years. **** Had a response today 28 Feb 2026 - EE responded to my Trustpilot Review and invites me to call in and to write a complaint which was the crux of the complaint if they read my review - I did write a complaint and it was simply closed down without responding, without writing back, without a call back and resolving the issues or apologising.
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