topic Re: At my wits end with EE - formal complaints not addressed. in EE Community info & News

At my wits end with EE - formal complaints not addressed.

emilyrae — Tue, 21 Oct 2025 14:48:26 GMT

I’ve been an EE customer for over ten years, and it’s honestly one of the most frustrating and disappointing experiences I’ve ever had with any company. EE has repeatedly mis-sold products, provided unreliable service, and handled complaints with complete disregard for fairness or accountability.

Starting with broadband — I was sold “fibre broadband” in an area where fibre isn’t even available. The connection is painfully slow, drops constantly, and can barely handle something as simple as scrolling social media or watching Netflix. Every time I’ve raised this, EE insists the service is “working as expected.” They even admitted fault once but never refunded me for paying for a service that didn’t exist.

The mobile side is no better. I was mis-sold a three-year contract without the key terms or costs properly explained. My bills are confusing, with duplicate payment requests, and I’ve been unable to set up a direct debit because EE’s own system keeps failing. When I complained, one employee actually told me to “go ahead and leave a bad review because it doesn’t matter.” That sums up EE’s attitude perfectly — dismissive, arrogant, and totally unconcerned about customers.

I’ve spent countless hours on the phone being passed around, promised fixes that never happen, and offered contradictory deals that vanish the moment you try to confirm them in writing. Most recently, I spent over two and a half hours on a call where a representative admitted EE’s mistakes, only for the complaint to be closed without my consent — something they’ve done before.

EE’s complaint handling is a joke. They refuse to put anything in writing, close complaints without resolution, and clearly rely on customers giving up out of exhaustion. The lack of accountability is staggering.

I’ve also told them several times that I’m autistic and find long, high-pressure calls extremely stressful. Instead of showing understanding, they’ve taken advantage of that vulnerability, using it to push me into decisions I didn’t fully understand at the time. It’s manipulative and unethical.

All I’ve asked for is to be allowed to leave EE without being charged ridiculous early termination fees after years of poor service and mistreatment — something any decent company would do without question. But EE would rather keep trapping customers than take responsibility for its own failures.

In short: EE misleads, overcharges, ignores complaints, and treats loyal customers with contempt. If you value honesty, reliability, or basic respect, avoid EE at all costs. They’ve had every chance to put things right and failed miserably.

Re: At my wits end with EE - formal complaints not addressed.

Peter_W — Tue, 21 Oct 2025 16:40:43 GMT

Good afternoon @emilyrae.

Welcome to the EE Community, and thanks for taking the time to share these details of your experience.

I can completely appreciate you'll feel let down if you believe that your complaint has been closed without your instruction or any confirmed resolution. Especially seeing you've mentioned quite a number of concerns here too.

Sometimes complaints can be closed if an interim resolution is offered to something ongoing - e.g. if compensation is provided for an ongoing outage, but we'd always expect this to be clearly communicated to customers, and you can reopen any complaint within 28 days of closure, too.

I'm keen to explore this further with you, so I'm going to pop you over a private message so we can take a few more details.

Peter

Re: At my wits end with EE - formal complaints not addressed.

Wilkslee — Wed, 05 Nov 2025 11:56:00 GMT

I feel your pain and agree with everything you have said. I took my miss selling to ombudsman, they agreed and upfield the issue but the 10 months and countless hours to demonstrate the clear miss selling culture isn’t compensated so I am still out of pocket when EE are clearly and proven to be in the wrong. It’s just an appalling company to deal with.

Re: At my wits end with EE - formal complaints not addressed.

MAnder1 — Fri, 21 Aug 2026 19:48:33 GMT

I am having a very similar experience to yours. Broadband install issues; continuing service drop out; phone contract changes for 6 phones sold as part of move from Virgin ie bundled selling and 5 months on from the sale we are still not able to watch our super expensive Tv bundle and are still being charged double the mobile phone bills that we agreed to when we re contracted.

Also experienced complaints closed without my approval; our home phone number lost and then took 6 weeks to reinstate and the Tv saga is such a sorry state of affairs that I won’t bore you. I am currently paying almost £250 a month that I didn’t contract for and EE refuses to amend the billing even though it admits it cannot perform the service.

I too have spent countless hours of my life on the phone getting absolutely nowhere. Some members of the Executive Complaints team do actually care but they cannot fix the issues. Next stop Ombudsman. I will be spending tomorrow compiling my complaint. The only good thing is that I have records of every call made and received. I will add up all the timings to provide a metric to underpin this disaster.