topic Re: How do I contact EE by email? I receive emails but cannot reply to any.... in Broadband & Landline

How do I contact EE by email? I receive emails but cannot reply to any....

alessandroa — Tue, 19 May 2026 14:06:14 GMT

Hello,

I have been a EE customer (mobile and broadband) for so many years - as it goes - the other day I received an email from EE telling me that I have been out of contract for my broadband for the last 12 years........moreover, if I factor in the years when I was an Orange customer (pre the merger with T-Mobile to form EE....), we are probably talking about more than 20 years with the same provider.

Am I treated any differently for my loyalty? Not a chance. For being a customer for both mobile and broadband? Not a factor whatsoever.

Nevertheless, putting aside how blind EE is towards a loyal customer, the fascinating thing is that - please see attached - I am offered an 'upgrade' where I am supposed to pay more (£40+ vs the £37 I currently pay) for a broadband package with half the speed of what I - supposedly - get now (10Mb vs. 20Mb).

What am I missing here?

How is it possible that a company that - by now - you would have thought knows a customer like me from so many years (decades, as it goes....) offers such an 'upgrade' actually inviting me to spend more to get less?

Of course, I replied to this email but I suspect EE doesn't want customers to send them emails, just to receive them.

How poor from whoever is responsible for this.

Re: How do I contact EE by email? I receive emails but cannot reply to any....

JimM11 — Tue, 19 May 2026 14:28:58 GMT

@alessandroa There is no communications path to EE by any e-mail type at all, you can call them, or do the social media etc....

Re: How do I contact EE by email? I receive emails but cannot reply to any....

alessandroa — Tue, 19 May 2026 14:49:18 GMT

@JimM11

Thank you Jim, I am allergic to social media and I am currently travelling abroad, so calling is inconvenient.

Call me old fashioned, but do we have to be on social media? I avoid them as the black plague.....

Nevertheless, my point - above and beyond the diabolical nature of the "upgrade" I have been offered - is this and very simple: if EE can email their customers, why the very same customers being contacted in this way cannot email EE back?

Hopefully someone from EE can shed some light on this as well as on my "upgrade".....

Re: How do I contact EE by email? I receive emails but cannot reply to any....

XRaySpeX — Tue, 19 May 2026 14:53:00 GMT

That's a stupid offer of an upgrade. Has no incentive at all to take it up. As you're on ADSL you would see no change of speed if you took it up. All they're doing is lower their estimate & up the price.

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

Re: How do I contact EE by email? I receive emails but cannot reply to any....

JimM11 — Tue, 19 May 2026 14:58:31 GMT

@alessandroa Feel exactly the same as you, and my 1 year stint on EE was more than enough, luckily only had to call them a few times due to the continually don't call us we will cancel your order, daily occurrence with that stupid one due to a delayed upgrade, assured by EE all was fine just a computer glitch, morning of the upgrade OR called me, guess what EE has cancelled it all, but we have resurrected it again and will be there afternoon if you do not mind, carry on said i, OR true to there word appeared and did the needed....

Take it you are very remote and on a really old ADSL connection, that is why the drop down to 10Mb/s the OR guarantee now, if your getting up near the 20 that will not change.

Re: How do I contact EE by email? I receive emails but cannot reply to any....

XRaySpeX — Tue, 19 May 2026 15:10:42 GMT

@JimM11 : The 10 Meg (or the 20 Meg) is not even a guarantee but just an average. When I was on a consistent 20 Meg ADSL my EE a/c recorded a 2 Meg guarantee, which I promptly ignored & relied on BT (phone no.) Checker for my line's actuality & capability.

Re: How do I contact EE by email? I receive emails but cannot reply to any....

Matt_124 — Tue, 19 May 2026 15:13:37 GMT

It looks to be a Legacy EE offer, as "Standard Broadband" is not offered on New EE and was a Legacy EE BB Package. I believe Standard Broadband was usually a copper package and not FTTC, and if the line is copper it would not be supported on New EE.

If FTTC/SOGEA or FTTP is available per the BT Wholesale Checker then a migration to New EE should allow for a better deal.

Strange that it isn't encouraging a migration in that email - unless it just isn't available as an option.

Re: How do I contact EE by email? I receive emails but cannot reply to any....

alessandroa — Tue, 19 May 2026 15:19:36 GMT

Thank you both @JimM11 and @XRaySpeX (I loved Poly Styrene...) - Jim, my b/band with EE is actually in Central London.

Does anyone from EE actually read and reply to these type of threads when a customer makes a clear point about their "upgrade" offers and/or about the reasons why a customer cannot email them back?

Re: How do I contact EE by email? I receive emails but cannot reply to any....

JimM11 — Tue, 19 May 2026 15:30:22 GMT

@alessandroa Then good chance that you are on a Fully sold out FTTC connection, and waiting forever for someone to leave for ANY kind of faster speed upgrade. Someone from EE will be looking at the posting's but as before e-mail is just not an option to get back to them. If you do get the chance the BTW does as @XRaySpeX posted link wise help a little.

Re: How do I contact EE by email? I receive emails but cannot reply to any....

XRaySpeX — Tue, 19 May 2026 15:32:52 GMT

Yes, EE's "Standard Broadband" is legacy EE BB & is ADSL (be it G.DMT, ADSL2 or ADSL2+).

Re: How do I contact EE by email? I receive emails but cannot reply to any....

XRaySpeX — Tue, 19 May 2026 15:35:29 GMT

Not CS but there are some EE Community Staff who can help with general points that are not user a/c specific.

Re: How do I contact EE by email? I receive emails but cannot reply to any....

alessandroa — Tue, 19 May 2026 15:49:42 GMT

My exchange is LORDS and my b/band (and telephone) line comes in through old school copper wire...

Re: How do I contact EE by email? I receive emails but cannot reply to any....

XRaySpeX — Tue, 19 May 2026 15:58:17 GMT

Thanks. You were actually getting 16 Meg on ADSL but that was back in Jan 2025 for some reason.

80 Meg VDSL (SoGEA) is available there. So I'm surprised EE is not offering you that on New EE.

Post your full router stats:

For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs. Also post the Home > Status page.
For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.