EE mobile29 reviews
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.Delivery left a lot to be desired
Bought a smart TV from EE on 20 May, expected 3–5 working days but it didn’t turn up until 31 May — so about 11 working days in the end. I had to chase them repeatedly (calls, emails) because no-one could give me a tracking number or a firm delivery date. EE kept saying the courier would contact me, the courier kept referring back, and management basically pushed everything along without any useful info. In the end the TV is fine, but we cancelled half-term plans and lost some non-refundable costs, which was really irritating. Customer service rarely offered compensation or clear timelines, just the usual “we’ll pass it on”. If you’re buying, be ready to chase or choose click-and-collect. Bit of a hassle, and I’m a bit annoyed, but at least it arrived eventually — just wish they’d handled it properly from the start.
SIM arrived, support didn't
Bought a SIM and set it up for commuting and work — maps, calls, Spotify. The actual SIM delivery arrived on time, which was the only part that ran smoothly; activation and the switch-over were a mess. Texts didn't work on one handset for over a month and support kept saying it was my phone, even though two other phones were fine. Calls dropped in stations, data vanished during meetings, and apps like maps and trackers went offline when I needed them. Streaming was hit and miss and gaming was pointless on my lunch break. I spent ages on hold, got conflicting explanations and at one point they suggested a factory reset as the fix. On the plus side, one agent finally escalated and offered a short credit — unexpected and appreciated, even if it came after too much faff. I'm finishing the contract but will pay extra elsewhere next time. For daily commuting and work I need reliability; this didn't deliver.
Nearly sorted, bit of a slog
I was mid-video call, awkwardly balanced on a cushion because my back's been acting up, when the retention call came through. I'd already been trying to move to Sky — felt like BT wasn’t cutting it anymore — but EE said they’d sort a better deal if I stayed. I went for it because I needed reliable broadband for work, Zooms and uploading big files, and I couldn’t be faffing about travelling with my back like that.
Not what I expected
be persistent, get names, and check the direct debit setup right away. And ask for a confirmation email that actually states who will be paying. Delivery was fine, quickly handled — I was pleasantly surprised by that — but the service around payments needs fixing badly.
Quick-find
the visit was worth it because Flo actually made the choice straightforward. I was halfway through comparing plans on my phone, a bit fed up, and Flo cut through the options calmly and without any hard sell. They asked a couple of sensible questions about how I use the phone — commuting podcasts, a lot of email, photos for work — and then pointed out the plans and devices that fit that pattern. That sounds obvious, but the surprise was a small thing: Flo set up my new phone there and showed me a battery-saving setting I hadn't known about, which has genuinely made a difference on long days out. The tone was low-key, practical and a bit dry, which suited me; no theatrical sales patter, just clear facts and a patient walk-through of features I actually needed. I left with the device set up, my old SIM transferred, and feeling like I hadn't been rushed, which is rare. In day-to-day life the phone's been solid for calls and streaming on the commute, and the simple tips Flo gave have saved me fiddling later. Not flawless — prices seemed average and I could've found similar deals online — but for hands-on help and a quick, efficient setup, this was a useful in-store visit.
Halfway through the call
an agent who spoke quickly and with an accent I struggled to follow left me more confused, and then a sales rep came on and pushed an "all rounder" bundle that bumped my bill by about £14 a month. I agreed because I felt rushed and didn’t want to be awkward, but that agreement didn’t sit right with me — it included features I didn’t need. When I read the follow-up email I knew it wasn’t what I wanted, so I phoned again asking for the contract to be reversed and just for the antivirus to be added. They said they could do that and that they’d ring back once the change went through; they actually did call back on time, so credit there. Along the way someone logged a complaint on my behalf which I hadn’t asked for, and at one point I was accused of trying to pull the wool over their eyes — which was frustrating and completely off base. I’m in my seventies and I need a bit more patience and clearer explanations; staff speaking plainly would help a lot. So, outcome: not perfect, but moving in the right direction — hopefully the reversal and the simple antivirus will be sorted today. I still feel annoyed by the hard sell and the confusion, but cautiously relieved that it looks like it’ll be fixed.
That turning point moment
speeds nowhere near what was advertised and I rang up and cancelled within 24 hours. Felt proper annoyed, especially when the returns bag turned up with a bill for £41.98 tucked in. I kept thinking “what for?” and rang again, a bit hot under the collar, because I’d told them straight away it wasn’t fit for purpose. Anyway, I won’t pretend it was smooth from the start, but the moment I actually felt satisfied was the follow-up call the week after. A different advisor took the time to listen, checked notes properly (yes, there were notes this time) and agreed the charge shouldn’t be there. They arranged for the refund and apologised in a way that sounded human, not a script. Strange little relief, you know — like finally someone saw the whole picture. I told my mate about the mix-up and how it was sorted; he shrugged and said these things happen, but that he was glad I stuck with it until a real person helped. So overall: I wouldn’t rave about the initial experience, it was irritating, but that one decent resolution call made me think they can do better and I’d be willing to try again, cautiously. Small emotional win — felt heard, and that was enough.
Wrong shop for a vulnerable customer
don’t send someone vulnerable into the EE shop at Westfield White City — it went badly and I’m still sorting the fallout. My brother went in simply because he needed a phone upgrade; that was the only reason. He’s not good with gadgets, he’s got bipolar disorder, and he can’t really manage complicated contracts. Somehow the sales approach there led to him being talked into a stack of extras he neither understood nor needed, including a pricey Galaxy that he didn’t want and then somehow ended up digitally ‘signing’ for on a tablet. He didn’t even know he’d signed a loan agreement. That’s the crux of it. I had to step in because he was getting increasingly distressed and eventually had an episode. I’m now authorised to deal with it for him because he simply can’t cope with it himself. We tried going back to the store several times to return the items — they pushed back, gave us the runaround, and on a couple of visits flat-out refused to help. It took multiple calls before EE would let me speak on his behalf. The complaints team did not make that any easier. One executive team agent said they’d allow one item to be returned as a “goodwill gesture” but left everything else in place, which is useless if my brother can’t use or afford the rest. I asked for the offer in writing so we’d have something concrete and they declined. That felt sloppy and frankly unprofessional. To be clear, I wasn’t looking to make a fuss — I just wanted what’s fair: undo a sale that was clearly pushed on someone who didn’t understand it. A slightly surprising thing — and worth noting — was that one member of staff later sounded genuinely apologetic on a call and actually tried to help me get things escalated, so there are brief moments of decency; but overall the process has felt piecemeal and inconsistent. I’m moving this up the chain: complaints, Financial Ombudsman, Ofcom, Trading Standards and legal advice are all on the table. I’m prepared to involve media if needed. Anyone who’s in a vulnerable position should be treated with more care than we saw. So, lesson learned the hard way: get everything in writing, don’t let someone sign things they don’t understand, and don’t rely on a store’s goodwill unless it’s documented. It’s exhausting and upsetting but I won’t drop it because he was clearly taken advantage of.
Slightly relieved, strangely surprised
green, then orange, then blue for a couple of minutes. Then it returned to flashing green. I ran another online test and rang again, and this time I hit a guy who sounded bored and condescending, cutting me off and insisting straightaway it was definitely the power adapter and nothing else. He wouldn’t hear that I’d bought a compatible one and cut me off mid-sentence. That frustration pushed me close to giving up on sticking with them. But the relief I felt earlier — when the helpful guy actually ordered the part and treated me like a person — stuck with me. It surprised me how much one decent conversation can change your perspective. So yes, the experience was a mix: the automated bot and the abrupt, dismissive agent were annoying and unhelpful, but that middle call where someone listened, ordered the part and explained choices? That’s when I felt satisfied. It showed me that resolution was possible and that the system wasn't entirely broken. Would I recommend them wholeheartedly? Not yet. I’ll wait to see if the replacement adapter does the trick and how the rest of the process goes. But for now I’ll remember that one calm, practical person who actually solved something and made a stressful morning feel manageable. Strange how a single good call can flip the script.
Disappointed loyal customer experience
I've been with this company for 12 years, but that doesn't mean I should be treated badly! I contacted their executive complaints team to fix a simple issue, and they were so incompetent and unprofessional. The way they showed no respect and ignored my loyalty was really shocking. They made me feel like I was bothering them by expecting good service after all this time I've been with them. The email conversations were a mess - no callbacks like they promised, and the language they used was totally inappropriate. And I can't believe they threatened to close my account just because I dared to question their bad service. It's like they think they can get away with anything. Well, let me tell you, EE - loyalty counts for nothing if you treat your customers like this. Sort it out.
New phone purchase
I recently got a new phone, but the customer service was terrible. They messed up my details, and my credit got blocked for ages as a result. When they tried to apologise, they did so with just £15 - can you believe that? It's an absolute joke!
Billing query assistance
I got in touch with customer service not too long ago because I needed help with a billing question. And you know what? I was really impressed with how they handled everything. The person I spoke to was so kind and really understood where I was coming from. They walked me through everything with care and professionalism, making sure I knew what was going on at every stage. I felt like they had my back the whole time and it was a great example of top-notch customer service.
Long-time customer feedback
I've been a customer for a while now, and I've noticed that the network service in Wembley Park isn't as good as it used to be. It's definitely slower and seems overcrowded, making it hard for me to enjoy using it. With all the new buildings going up nearby, it feels like the service just can't keep up with the growing demand. I've spoken to customer service about it, but unfortunately, I haven't seen any changes so far. It's really a shame to see the quality getting worse over time, and I'm hoping something can be done about it.
Poor broadband service
Their broadband service is absolutely awful. It's like they just don't give a toss about their customers. The customer service is completely useless and they'll just feed you a load of lies. They conveniently leave out important details before you sign up and will just brush off any complaints that don't suit them. It's almost like they actually want you to struggle with rubbish internet. I'd steer well clear!
PAYG sim add-ons
When I tried to buy some extras for my PAYG sim online, I got a really annoying error message saying "ADDONS PURCHASE ERROR." There was a little note saying they were fixing the page, but I'm not too sure how long it will take. On top of that, even though I set my phone to use WiFi calling in places with bad signal, it sometimes randomly switches back to the regular network, leaving me with no connection. It could be because of my Sony phone, but it's still a bit disappointing that it's not working smoothly.
SIM card purchase
I bought a SIM card from this company not long ago and to be honest, I was really let down by the service. They said they would sort out the switch with my old supplier, but that never happened. I tried getting in touch with their customer service a few times, but I was kept on hold for ages and then got disconnected. When I did eventually speak to someone, they said they'd sort things out quickly, but that never happened. It seems like all they care about is getting your money, not actually helping customers properly.
Mobile phone contract
I'm a customer of this mobile provider and I need to share my disappointment with the service I've got. The whole process, from ordering to delivery, has been really below par and frustrating. To start with, the phone I bought was faulty and had to be sent back straight away. But even after posting it back, I keep getting emails saying they haven't received it. This lack of communication and slow service is just not on, it's made me really frustrated and unhappy with the whole thing. Based on my experience, I wouldn't suggest this provider to others.
Facebook contact with Dale
I messaged Dale on Facebook and he was really helpful in sorting out my problem straight away. I really value the quick and efficient service he gave me.
Contract renewal
I’m absolutely fuming about the customer service I received! I rang up to talk about renewing my contract and the person on the other end only gave me one choice, then slammed the phone down on me when I agreed. Is this how you treat loyal customers who just want to carry on with your services? It’s absolutely disgraceful!
Mobile phone plan
I just wanted to mention that the customer service at this mobile provider is absolutely terrible! It's honestly the worst. Every time I try to contact them, I always end up talking to a robot - I mean, where are the actual people? And let's not even talk about their prices, they're definitely not as low as they say. I'm really not pleased with the service, that's for sure. So, if you want to have a real conversation, I would suggest not going with this provider.
About EE mobile
EE is a British mobile network operator and internet service provider, a subsidiary of BT Group. Established in 2010 as a merger between Orange UK and T-Mobile UK, EE has since become a major player in the telecommunications industry. The company launched the UK's first 4G service in October 2012, positioning itself as a pioneer in mobile network technology. EE offers mobile telephony, broadband, and digital TV services, striving to provide its customers with reliable and innovative communication solutions. The company is headquartered in Hatfield, Hertfordshire.
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Telecom | Mobile and Telephone Reviews & Experiences
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Last update: December 2025
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