topic Re: Why is EE so awful in Contracts & Billing

Why is EE so awful

RachelMarston74 — Thu, 25 Jun 2026 20:58:57 GMT

Once again I am trying to upgrade my phone. The verification codes to check out my order do not arrive, passwords randomly stop working, I’m unable to contact customer service and the system won’t even allow me to book an in store appointment to resolve things. I’m stuck in an ongoing loop of failure no matter where I turn! Does EE actually want my business because upgrading really shouldn’t be this hard. I’m thinking it’s time to switch mobile provider as I’m out of contract with EE but apparently they are unable to send my PAC code. How can customer service seriously be this bad? I’ll be contacting another network tomorrow.

Re: Why is EE so awful

Chris_S — Fri, 26 Jun 2026 09:22:05 GMT

Hi @RachelMarston74

I'm sorry to hear that you're having trouble upgrading your phone, it sounds like it's been a very frustrating experience for you.

If you'd like to speak with one of our guides, they can take you through some options and find the right deal for you.

They can then process the order for you.

If you'd prefer to book a store appointment, you can head to our store booking site.

Chris S

Re: Why is EE so awful

RachelMarston74 — Sat, 27 Jun 2026 19:00:10 GMT

As I said yesterday, you have taken £200 and £209.98 of my money for an upgrade.. I told you yesterday that the money for my upgrade had left my account and yet you insisted I pay again. You have taken up front payment for my phone twice which is absolutely and totally unacceptable. Will you please refund £209.98 with immediate effect plus interest. I am left with no money as I told you yesterday. I was bullied into completing the transaction - see the pushy online chat. And DO NOT credit my account. I want a refund. I will be speaking with my bank and making a formal complaint against you.

Re: Why is EE so awful

Northerner — Sat, 27 Jun 2026 19:03:43 GMT

Hi @RachelMarston74

There is no account access on these forums, you'll need to speak to EE CS on 150.

Also you should be able to cancel any transaction with your bank possibly on your banking app,

Thanks

Re: Why is EE so awful

Chris_B — Sat, 27 Jun 2026 20:06:18 GMT

@RachelMarston74 Plus interest, That’s not going to happen.