Incredibly Poor Customer Service and Unreasonable Price Hikes. Leaving ASAP

mike9876 — Mon, 14 Jul 2025 20:52:32 GMT

Hi,

I just felt I needed to say something after my recent very poor experience with EE. These are the issues I recently faced:

I am a back end web developer, a real techie, but I found it very hard to figure out how to actually speak to someone at EE. The automated system, which in my opinion is designed only to try and to save EE money for the company didn't give me the information I needed. I am sure this automated system is going to dissuade many customers from staying with EE.
Roaming charges have increased by a frankly unbelievable amount after the abolishment of the Roam Abroad Pass. Now £15 per week to roam in the EU - I found this to be shocking.
My monthly price nearly doubled at the end of my contract and there was no way to reduce it, UNLESS I agreed to install EE braodband at home. After my recent experience, there is no way I would agree to install EE broadband in our home.
When I did get through to speak to a representative, they were polite enough, but I didn't really feel valued as a customer.
I explained I am a long-term customer and on the brink of leaving due to a very poor experience, the response they offered was for me to take up EE home broadband and reduce my phone contract price. When I said I didn't want to do this and as things stand I will leave, there was no other offer made.

Thank you for some good service over the years, but service and pricing seems to have dramatically declined. Because of this I've decided to take my business elsewhere ASAP.

Whatever responses are given to this thread, I just want to emphasise that this feels like one of the worst customer experiences I've ever had. I feel genuinely worried for the future of EE with the current setup.

Re: Incredibly Poor Customer Service and Unreasonable Price Hikes. Leaving ASAP

Schockwave — Tue, 15 Jul 2025 11:04:27 GMT

Hello @mike9876 ,

Welcome to the community,

Depending on what price plan you are on, roaming in the EU are included and do not incur extra charges, worth taking a look to see if you have it included in your plan, which you can take a look by logging into your account and clicking on inclusive extras, as many now include roaming in the EU.

topic Incredibly Poor Customer Service and Unreasonable Price Hikes. Leaving ASAP in Contracts & Billing

Incredibly Poor Customer Service and Unreasonable Price Hikes. Leaving ASAP

Re: Incredibly Poor Customer Service and Unreasonable Price Hikes. Leaving ASAP