topic Re: Huge decline in quality of EE customer service in EE app and website

Huge decline in quality of EE customer service

Yhh12 — Wed, 04 Dec 2024 15:26:27 GMT

Have others experienced a really awful experience with EE recently? Their customer service used to be slick and well oiled with a high customer satisfaction. In recent times it has been very hard to get through to anyone and they do not seem to be leveraging Irish call centres anymore. Such a shame as this was one of their differentiators for me.

Re: Huge decline in quality of EE customer service

Yhh12 — Wed, 04 Dec 2024 15:23:54 GMT

I’ve noticed this! Customer experience used to be great at EE and now it’s impossible to get a response from anyone. The basics are not being done. I’ve had to call up over 6/7 times and spent hours in the phone to correct a charge I was given which was an error.

Re: Huge decline in quality of EE customer service

Yhh12 — Wed, 04 Dec 2024 15:30:21 GMT

Completely agree. They will start losing customers.

Re: Huge decline in quality of EE customer service

Northerner — Wed, 04 Dec 2024 16:08:58 GMT

Hi @Yhh12

Your point is a bit vague. I had a great experience and many others do also. At busy times such as this (Black Friday, Christmas) lines will be busy as I bet like many companies staff will be off as well heading into Christmas.

I am not defending EE just pointing out that people's view can be distorted if their expectations are unrealistic.

Thanks

Re: Huge decline in quality of EE customer service

Profile closed — Wed, 04 Dec 2024 17:21:45 GMT

@Northerner

My expectations were to be moved from BT to EE with a minimum of fuss and to have more or less the same level of access, functionality, and relationship management as before i.e. 1 account, 1 app, 1 bill.

Instead I’ve got 1 app for 1 account with half the stuff, 2 phones on 2 separate accounts I can’t access, 3 separate bills, and a computer says no attitude from CS including Exec Complaints.

If my expectations were unrealistic, I wish BT had told me beforehand 🤷🏼

Re: Huge decline in quality of EE customer service

Mattmalton — Sat, 14 Dec 2024 09:22:15 GMT

I’ve been a long standing business customer from EE back in the Orange days. they always went the extra mile. Recently I’ve been lied to manipulated 3 times they have sent the incorrect items out then told the original deal wasn’t available anymore so I would have to pay more which I refused I’m not one for complaining but felt none of this was my fault so put a complaint in to be called 3 weeks later. After a long and non productive call I was put through to sales who where going to give me a wonderful deal and the poor lady did not have a clue what I was talking about so I put another complaint in to be called again 4 weeks later just to be offered 20%of my next 3 bills which I refused and asked for a solution not just to have a plaster to cover the wound but to have a solution to this on going issue to which I had to ask the rep to stop shouting at me as he was getting frustrated as to why I wouldn’t take the discount. I wasn’t there to get something for free I just wanted a watch at the original offer that they offered me months ago before all the chaos started.
the service has gone from first class customer care and thoughtfulness to zero star for me. I’m paying out of my contract and going else where.
No loyalty to there loyal customers it’s gone

Re: Huge decline in quality of EE customer service

Profile closed — Sat, 14 Dec 2024 10:26:56 GMT

Hence ⬇️ ☹️

Re: Huge decline in quality of EE customer service

Acido — Wed, 22 Jan 2025 19:53:37 GMT

I moved house in December 5, last year, and wanted to keep my services, to be told it was no longer available to me, I had to upgrade to full fibre, I was promised an install a week later, which got cancelled by EE, without giving any, then waited to 23rd December, now I have two bills for 2 house holds, which was promised to me that I dont need to worry about it. Just got off the phone, and i was met by a rude guide, tried to undermind me, and threats, honestly I've almost had enough of EE, that I feel like having to change providers, as I just feel under valued, been a long existing customer, and treated like nothing when speaking to people on the phone, and been a former EE guide employee, I'd be ashamed to speak to people like that, absolute disgrace how the customer service is

Re: Huge decline in quality of EE customer service

StegCon — Fri, 28 Feb 2025 23:38:17 GMT

Agree 100% I done the messaging about 5 days ago went in circles for about 1hr I wanted to turn on charging things to my EE bill which apparently is very confusing I kept getting okay I'll get your bill up for you multiple times then kept asking for my details so finally gave him them even though he never knew what I even wanted to then after around 1hr 30mins I got so stressed and fed up that I kindly asked to speak to anyone else as he doesn't understand what I am asking for to then get him saying I am getting this issue sorted for you sir multiple times first time I've had any issues but the reason I do messaging is cos I have around 1hr-2hrs free between working then getting 5hours sleep so if I can't message to sort things I'd rather leave soo disappointed 😔

Re: Huge decline in quality of EE customer service

Peter_W — Sat, 01 Mar 2025 08:37:33 GMT

Hi @StegCon, welcome back to the Community!

I can totally appreciate your frustration here, especially if you spent such a long time on the phone and didn't feel like you made any progress here.

From what you've described here, am I correct in thinking you want to be able to charge purchases such as app-store transactions and gaming services to your mobile bill?

There are two reasons that this may be blocked right now, and one we should be able to fix immediately.

We offer the option to opt-out of this service to prevent these charges, so if you want to opt back in, we just need to remove two features on your account; have you tried sending us a text with UNBAR to 150?

The other reason these would be blocked is if you've exceeded £240 in charge to mobile payments within a calendar month, or try to spend over £40 in a single transaction; this is a requirement set by the 2017 Payment Services Regulations.

This bar can't be removed pro-actively, but should be removed automatically once you hit the next calendar month.

Peter

Re: Huge decline in quality of EE customer service

AlofAwe — Sat, 15 Mar 2025 22:05:03 GMT

All the replies in this thread. And you reply to jus this one as opposed to the main thread.?

Tackle the issues, ee are just ignoring the customer base.

Re: Huge decline in quality of EE customer service

Leanne_T — Sun, 16 Mar 2025 10:21:09 GMT

Hi @AlofAwe

Thank you for coming back to the community and for leaving us feedback.

Could you let us know some information on the issues you have had, and we will certainly see what we can do to help?

Leanne.

Re: Huge decline in quality of EE customer service

Ta678-y99 — Thu, 21 Aug 2025 23:21:31 GMT

It has become dreadful! I was sold a new package by a guy in a sales centre in Wales when my contract needed renewing. It was for fibre broadband to be installed - fine. In order to do this I had to sign up to a package which included lots of stuff (Now Sport TNT Sport etc etc) which I din’t want but was told I had to do it to get a decent price package and it was free for first 3 months! After six weeks I rang to cancel all the stuff I didn’t want and spent 20 minutes with an agent getting rid on everything except what I wanted Broadband TV Netflix and Now which is all I watch. 5 days later I get a letter congratulating me on my new package at £80per month containing Now Sport TNT Sport etc etc and informing me that all my new equipment hubs etc etc will be arriving from Royal Mail! Looks like the same stuf I received 2 months ago and installed when I went fibre! Upon ringing EE whichever option you choose (of which there are many) You are told ‘we are experiencing etc etc busy etc-you all know what I mean! Even if you ring at 8am! But now it really is 10 mins or more and the person you speak to has no idea at all and says it’s in the hands of the mysterious ‘jeopardy’ team who are a completely different dept who have amassive waiting time to be spoken to but you could try at 8am when they may be less busy (I’m not looking for a GP appt!) Or I can hang on right now but it may be 40 mins to speak to them as they are short-staffed and hard too get hold of! No they can’t ring me because that’s not the protocol they use at EE now apparently (However the next agent I spoke to said that’jeopardy’ will call me back when they.vew fixed the problem! Let’s see if they do. Up until a couple of months ago I would say that my experience with BT and the EE was pretty good but it has suddenly become dreadful! I will be looking at Virgin now who are also rubbish but I need to make some sort of statement! BTW if you want to cancel EE offer an online cancellation form but when you follow the link there is no for just the phone numbers I am complying about! And should you wish to complain by email I filled in all the detail required, wrote my piece and lastly put in my account number but was unable to proceed as my account number was not accepted the massage being ‘put in a number’ I really do despair!!!

Re: Huge decline in quality of EE customer service

Chris_S — Fri, 22 Aug 2025 12:24:20 GMT

Hi @Ta678-y99

I'm very sorry to hear about your experience. I can completely understand your frustration.

As you called and spoke with an advisor who cancelled your extras, their actions will be logged on your account, so our jeopardy team will be able to investigate this further.

Have you made a formal complaint with us? If not, I'd recommend filling in our complaint form, and a member of our complaints team will get back to you within 7 days.

Chris S

Re: Huge decline in quality of EE customer service

Jonnyw60 — Fri, 17 Apr 2026 16:17:29 GMT

I was with BT for 11 years. Over that time I had need to call them maybe 4 or 5 times for various issues. Then in March ‘25, I was moved to EE. First they sent me a pricing stucture that didn’t exist. After denials by them, they eventually accepted they had stuffed up. They gave me a generous compensation plan for six months. Twice I’ve had to call them about being overcharged. Then it was correct for a month. Now I’m back on the phone AGAIN as it’s wrong again. Also they installed fast fibre, and the coverage is worse than what I had with the old BT system. They are appalling and I appear to be stuck with them.

Re: Huge decline in quality of EE customer service

Leanne_T — Sat, 18 Apr 2026 07:10:13 GMT

Hi there @Jonnyw60

Thanks for coming to the community.

I'm sorry you've had these problems since moving to us and you've done the right thing getting in touch with our customer support guides to get the account looked into.

If this is not resolved on the call, you can request to open a complaint, or you can complete the online complaint form and one of the team will get in touch.

Leanne.