topic Re: Customer Service is a joke in EE app and website

Customer Service is a joke

Kaifer — Sat, 06 Jun 2026 20:24:49 GMT

After visiting my local EE store to try an resolve my issue, I was told it could only be dealt with by calling EE Customer services or using the webchat service.

I have rung customer services 3 times today, each time after being on hold for over an hour I got through to someone explained my issue, was told I was being put on hold whilst the issue was looked into and then the call was cut off.

After giving up on the phone I decided to use the webchat service and have now been sat in a queue waiting for a response for over 5 hours despite being told the wait was only an hour!!!!

EE THIS IS NOT GOOD ENOUGH - I WILL BE LODGING A COMPLAINT AND LOOKING TO MOVE PROVIDERS

Re: Customer Service is a joke

Chris_B — Sun, 07 Jun 2026 08:33:22 GMT

@Kaifer What is the issue you don’t say ? Perhaps someone here can help with this issue. Just coming here for a rant doesn’t help anyone.

Re: Customer Service is a joke

Kaifer — Sun, 07 Jun 2026 08:51:15 GMT

I can't link my broadband and mobile accounts in the EE App (broadband account showing mobile account not showing). I know that this is due to the way one of the accounts has been setup by EE due the error i get when trying to link them on the app. I know that the only way to get the issue sorted is to speak to customer services as the staff in the shops don't have sufficient systems permissions to make the required changes.

I have also been told by the store and on a previous call to customer services that I need to use the app to activate my call roaming service for when I got abroad next week.

Re: Customer Service is a joke

Michael_D — Sun, 07 Jun 2026 10:57:34 GMT

Hi @Kaifer

Welcome to the community.

I am sorry to hear that you have been left waiting and then had the call drop without anyone coming back to you.

If you aren't able to link the account yourself, it would need our tech guides to step in to try and link them, and if they can't they'd need to raise a ticket to a back office team.

While I can understand you have spent a lot of time on the phone already, it would need the team to take a further look.

If you are not satisfied when speaking to them, you can request a complaint be opened over the phone, or you can follow the steps on our Make a complaint page to raise it further.

In terms of going abroad, you shouldn't need to use the app. Instead you can text ROAM to 150 and follow the steps in the messages to make sure your phone is set up, as well as pricing and add-on information. If you need to purchase an add-on for your trip, you'll receive a text when you arrive with details on how to add it.

Michael