EE Bewertungen 1’442

J Hughes
Angry - Frustrated - Stressed and Disappointed
If you don't want to experience any of the feelings above DONT sign up to ee broadband!!

My Story : I upgraded my ee broadband about 6 weeks ago and at this point was asked if I would like a new land line number to which I agreed. I was given the first number for 2 weeks I received countless calls asking for people with all kinds of surnames so I called ee and asked for a different number and that the number be ex directory this was agreed. Eventually I received my new number NIGHTMARE BEGINS I have been getting 8 to 15 missed calls a day all from withheld number I have only given the number to my parents and I know its not them , the worst thing is the calls are all through the night to from 2 am through to 4 or 5 am I have to answer the calls because my mum is very ill every time the phone rings my heart stops. I have called ee 6-7 times about this I raised a complaint they closed it without doing anything.
They have told me they didn't raise the ex directory request correctly so I had to go back in a que !! I have been waiting for this to happen for nearly 3 weeks now and they have told me I will just have to wait and as a goodwill gesture they will give me £30 !! In the meantime I cant tell you how much stress and anxiety ee have caused me I cant sleep because I have to answer these calls so for 3 weeks I have had to put up with this and they tell me they can do nothing.......
It is unacceptable to put anyone through this kind of cruelty
Please reconsider if you are thinking of using any services from ee !!!!

Datum der Erfahrung: 31. Dezember 2016

We pay a decent amount for the line rental and broadband. But the average speed is just about 6.5MB/sec

thats really low and thats on a good day.

Quite alot of time it slows down and simple pages take long.

Upload speed is ridiculously slow.

I find mobile broadband upload speed is almost 10 times faster. So why dont people just buy mobile broadband? I rang them to ask about this but I was cut off twice.

Datum der Erfahrung: 28. Dezember 2016

Switched to EE from Sky. While there was an issue (no internet) on the first day, their call centre was very helpful and arranged to have an engineer look into the issue. First thing the next day I get a call saying the issue has been resolved. Not had any issues so far and the speed in comparable to what I had with Sky. So far so good!

Datum der Erfahrung: 20. Dezember 2016

Was trying to understand the final bill that I have received of EE and the girl called Sam from their retention team was extremely rude and told me to shut up until she finishes her sentence!!

Datum der Erfahrung: 09. Dezember 2016

Before buying the service I used the online chat and I was assured that permanent number withdraw, call divert, etc were available and I just needed to call the customer service once activated. As evidence I was even sent the link to EE tariffs. I called the customer service and the services were not available since 2015 (but I was advised they were available in October 2016). I escalated to the complain department and I was inform that "they were not available since 2015 and since I refused a 20 pounds compensation the situation was at deadlock". Now the issue is escalated to telecom ombudsman. And I got several online chat scripts reporting what I state and one of them was done after I reported the case to the ombudsman. How is it possible for several agents in a sale team to advertise as available a product that was discontinued by a company more than 1 years ago? How is it legally considered that practice?
And that was not the only problem with EE as on black friday their website was advertising a PAG 3G mobile for zero pound plus 20 pounds topo up. I ordered it and after 2 days i received an email advising to call the customer service. Done, I was put on old while transferring the call to the sale team for 10 minutes then the same operator transferring the call got the the call back and he advised me to call in 24 hours due to technical problem. I emailed to cancel the order as even that service was below standard after all the package was bought online with debit card. I think all this is commenting by itself.

Also about their fibre broadband service I discovered they use a dynamic IP address system therefore if you need a static IP address then perhaps that service is not for you.

Datum der Erfahrung: 04. Dezember 2016

I had to phone them 4 times over 4 weeks before they sent me a new Bright box router-I had to reset it with a paper clip the last time, but suggested if I did have a paper clip to use a needle, but you try pushing on a needle, I said there should be a health warning with this bright box, or they should supply the bright box with a paperclip, but if you are having to reset it 4 times then there is something wrong with the router, they should offer to send you a new one when you 1st call, its obvious built in obsolescence after 2years+ the bright box is going to keep needing to be reset, but it was only in the 4 th call that they suggested I reset with a paperclip, and offered to send a new bright box, because when you have to reset it then there is something wrong, if they cant fix it from their end, wheat they prob did the first 3 times- I noticed it was getting slower and slower over the last 4 weeks, but disappointed with the service, they should have sent me a new router out straight away after the 1st call, instead of bing arrogant, the second time I rang today the Irish guy was OK and he suggested resetting it but the guy from Plymouth who I spoke to 1st this morning was arrogant and rude, and did not suggest resetting the router, but he should have done, so he didnt fix it so I had to phone again, and the 2nd time i rang the Irish guy fixed it by suggesting I use a paper clip to reset the unit

Datum der Erfahrung: 30. November 2016

I have been with EE for some time now, can't wait for my contract to finish! Poor connection, stops working multiples times a day and is very slow. Called their team many times with the same problem but they never seen to be able to solve it. Some employees are very rude!
I DO NOT RECOMMEND EE TO ANYONE.

Datum der Erfahrung: 24. Oktober 2016

I used EE broadband for two years. Year one was fine, no complaints. In year two I started having problems with slow speeds, and occasional disconnections. Then the connection became worse and for the last 3 months the disconnections happened more often and for longer periods.
Despite many frustrating calls to customer services where I was asked the same questions on every call, and the same "line checks" were carried out, no improvement was made. The fault was allegedly reported to BT for action on two occasions, and a BT engineer was supposed to contact me, but nothing ever happened. When the contract period ended I switched to SKY. The improvement was instant from day 1. We now have a reliable connection with good speeds, so what has happened that EE could not fix after months of my calls to them? I would not recommend EE to anyone as their customer service is very poor in my experience, and I will not use them again.

Datum der Erfahrung: 15. Oktober 2016

Thankfully just coming to an end of a 12 month contract with EE home broadband. I have spent hours, days and weeks on the phone trying to resolve my lack of broadband. I gave up in the end and connected my devices to my iPhone on my unlimited internet with three mobile, living in a market town I could only get 3G with two bars and it worked 10 times faster than the broadband I have paid for. The overseas call centre made me go through the test process over 40 times and never returned my calls when promised. I finally got through to the UK call centre who couldn't have cared less either that I had paid in good faith for a service they never provided! I was with a company called Primus before with no problems whatsoever! They are a bunch of lying thieves who don't care in the slightest that you have no service and would only let me exit my contract if I paid in full! AVOID AVOID AVOID

Datum der Erfahrung: 29. September 2016

Do not trust them. Being with them, I was trying to get fibre broadband, placed the order, wait for about 4 weeks, phoned them up and found out that they cancelled my order, with lots of apologises (not being their fault and lies like that).

Datum der Erfahrung: 04. Juli 2016

Worst company to go with ever not even the cheapest problem after problem . Only decent thing is i do have a good speed but only found out after moving they use throttling at peak Times my other provider didnt

Datum der Erfahrung: 12. April 2016

Totally useless company lie upon lie and stil, no internet ! Missed appointments ,ohone calls that are promised and never made , deliverys promised and never delivered, DO NOT SEE THIS COMPANY

Datum der Erfahrung: 30. März 2016

Switched from Sky to EE Broadband. Easy and simple? Apparently not... 27 days and counting without broadband since the switch day, and many hours (yes, hours) on hold wasting time and listening to lies from their tech teams. Avoid, avoid, avoid. Wish I had seen the reviews first!

Datum der Erfahrung: 23. November 2015

My interaction with EE broadband has been farcical. It has been two months since I first registered to have broadband installed. Since then, my appointment has been repeatedly moved without any communication from EE - it has now been moved 10 TIMES from our original start date. Between us my flatmates and I have missed 5 days of work in order to wait for the EE person, who never arrives. At one point they actually cancelled our order without telling us. A week later we rang them and they told us they had tried to come to our address but couldn't find it so they cancelled the order. At NO POINT did anyone get in touch with us. Eventually someone in their customer service department told me that they would send us an intermediary wifi solution while we waited for the actual installation. This never arrived either. I will now be cancelling my contract and will never EVER be using their services again. This has been the most appalling customer service I've ever witnessed - I'm exhausted and I just want my money back. I will let you know what the conclusion to this story is!

Datum der Erfahrung: 11. November 2015

I've been with EE for over 13mths and it's the worest thing I ever did! My internet has never been good.

I'm a single mother to my 13yr old daughter who is registered disabled. I work full time and I've just started my BA Degree! Stressful enough but EE lack of service is pushing me over the edge!

I'm now 3wks behind with my degree and my daughter is stressed everyday cause she cannot use her electricals or they keep freezing!

I've rung them so many times and yet all they want me to do is check the line check this check that! How about they just fix the dam thing!

They are in breach of their contract as they have never provided me with the service I am being charged for!

I get told people will and they don't! What they gonna offer me for compensation for the Internet that works when it wants!

I am now looking to go with another provider and EE can give me a full refund as they cannot give me the service they say they well! There Custer service is very bad half the time I cannot understand the person I'm talking to other are rude and argue back a telling me how I'm wrong!

I've worked in customer service industry for over 15yrs and this sort of service I would never dream of giving to my customers let along argue back and they know their consumer rights!

I hope to god I can sort another provider put as I can't cope much longer with this poor service! I have my own disabilities and its having an Impact on my health and wellbeing!

Anyone looking to go with EE for Internet please don't!

Datum der Erfahrung: 28. Oktober 2015

If your into banging your head against a brick wall or talking to rude,unintelligible,unhelpful,humourless Indian automatons from Technical Support, or you get a kick out of being put on hold for 10-45 mins. before being cut off by Customer Complaints, or even if you like the idea of paying for broadband but not actually receiving it - Then sign up NOW, because you're going to get it by the bucket load with EE. AVOID @ ALL COSTS.
3 weeks now with no service and still counting.
Now up and running, JUST before I could legally escape the contract.
Since being online it appears that 'Superfast Fibre Broadband' with EE isn't so superfast but simply faster than standard and I have still experienced drop outs.
The end of this 2 year contract simply can not come quick enough,so that I may find a more able supplier.
Stick with 'SKY/BT/VIRGIN' or anyone other than EE.

I'm now 1 year into my contract and still experiencing the occasional drop out, the router provided by EE ( Brightbox ) needs frequent resetting after failing to recognise my wifi signal although I haven't pressed or changed a damned thing. My original impression of EE still stands - AVOID THIS PROVIDER

Datum der Erfahrung: 16. Oktober 2015

This now the second time there have been issues with moving my home broadband. This time around I called over a month in advance to advise that I would be moving and confirmed the broadband would be live on 18th Sept. This date came and went and surprise surprise the broadband was not working. I called in and was advised the order has not be completed. I was then told the broadband would be live on 21st or 23rd Sept. Both dates came and went and again no broadband. I called in again and was advise the address had not been updated. Seriously who do you employ that is not able to undertake a simple task such as updating an address. I now have the wait 5 working days and I bet once again EE will cocked it up.

As I mentioned at the beginning this is the second time moving this has happened.

Your comped is simply awful.

Also to add salt to the wound you have increased by price from £2.50 to £9.99 a month for no reason.


Such a awful company.

Datum der Erfahrung: 24. September 2015

I moved to another broadband supplier in June, I was paying EE via direct debit. I haven't had a service with EE since this time, yet I was charged for services I am not using.

##########
Their system is such that it doesn't automatically stop charging you even though you are no longer receiving services with them and it doesn't automatically close your account despite moving to another supplier. Under new OFCOM rules you do not have to tell your supplier you are moving if you are outside your contract it is done automatically when you switch. EEs system doesn't adhere to this policy in my experience.

##########.

I phoned them once and was told their system auto corrects any discrepancies . So being the silly fart I am, i trusted this and waited a month for it to auto correct. Did it refunded me what I'm owed? Like hell it did. So I phoned them again, went through my story again and the lady seemed to understand and to be honest seemed very helpful. She said she cancelled the account and I would receive a refund in a few days. This was 2-3 weeks ago.

Fast forward 2-3 weeks on the weekend and I checked my bank account and saw additional money was due to come out of my account, I also hadn't been refunded for services I am not receiving. Furious at this I phoned them AGAIN. The girl on the phone said the account was still active (hang on wasn't it closed down from the previous call, appears not). She also told me that I have to cancel the direct debit and I'll receive a refund. I've heard this 3 times, from three different agents and STILL haven't got my refund.

I've never experienced having to cancel a direct debit in this manner. With other services when I cancel a contract the payments ALSO stop regardless of how they are set up. I am now waiting for my refund to come through again. If it doesn't come through this time I will phone ONE last time before getting the ombudsman / trading standards involved.

After now cancelling my direct debit, I have received an email saying my account details are wrong, please update your records else receive a late payment penality. After receiving this I don't exactly have much confidence that my account has been closed again as I shoudln't be getting such an email. Totally unprofessional and confusing.

Just stay away from this company their Broadband service was non existent anyway; Slow and totally unreliable connection thats down more than its up.

Datum der Erfahrung: 03. September 2015

Went to the executive level and tried everything but no one cares.
gave wrong information but then they just dont reply or help.
they say do whatever you can but we aint gonnnaa do nothing for you

Datum der Erfahrung: 03. August 2015

I was moving house, I arranged to transfer my EE broadband service, I was given a date and time, stipulating when the full connection and service would be available.
This did not happen, EE admitted they had got it wrong and had done the work on my neighbours house, somehow they use engineers without a basic grasp of English and numeracy, mixing up 3 with 4A ? and after umpteen calls and complaints from me, numerous promises and dates being made (all broken). BT were being blamed by EE for numerous reasons. (God help us if they take over EE)
Having been without a service for over 5 weeks and yet another promise, that it would be installed, within yet another 5 days, I finally cancelled my contract.
In today's modern age

Datum der Erfahrung: 03. August 2015