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.

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

alessandroa — Wed, 20 May 2026 10:05:12 GMT

So we have a corporate such as EE who runs this 'community' forum but then there's NOBODY actually employed by EE to see (and eventually reply/answer) what customers experience in their daily lives.

They send emails to customers with bogus 'upgrade' offers but they are unaccountable to the very same customers they contact.

These businesses are only interested in managing 'churn'.

They dedicate no effort to existing customers nor, God forbid, to customers who have stayed with them over the years.

A key pillar of business strategy - in any sector and for any business - is that it costs less to retain an existing customer than to acquire a new one. Any CFO in any corporate board of management knows that.

Does EE puts any resources behind that? Of course not.

When I return to the UK I will call them up to seek answers to the questions originally asked on this post, although I am sure they couldn't care less.

Such a poor show and a classic example of a non-consumer centric business.

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

JimM11 — Wed, 20 May 2026 10:17:10 GMT

@alessandroa It's all here in the link from above. Support is checked but nothing accounts wise etc. You in theory can get faster but would take OR to check out all the wiring etc and they just wont do that in the current climate with all the Full Fibre going on and exchange withdrawls etc.

EE Community info & News - The EE Community

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

Leanne_T — Wed, 20 May 2026 10:35:55 GMT

Hi there @alessandroa

Thanks for coming to the community.

I'm sorry we have no account access to check the offer you have received and see what options would be available for you. If you could get in touch when you return to the UK, the team will have full access to your account and be happy to help you get this looked into.

Thanks.

Leanne.

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

alessandroa — Wed, 20 May 2026 10:45:58 GMT

Thank you @Leanne_T

When I first registered in this community, I did so by providing my EE account details so I can only deduce that you have no visibility of that too.

I was wondering if you would be so kind to perhaps respond to one of my questions asked a couple of times now here.

If EE can send email to its customers, why is it that the customers cannot reply using the same channel (email, in this case) that EE has used to contact them?

Is it about costs, lack of staff, the fact that you would actually need some of your employees to manage those email communications?

And besides, most customer focused companies do allow two-way email communication, how come EE doesn't?

Are you allowed to offer a clear explanation for that?

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

Leanne_T — Wed, 20 May 2026 10:54:27 GMT

Hi @alessandroa

We have no email option available for customers to get in touch with our customer support guides. Emails sent to customers will have details for ways to get in touch.

Thanks.

Leanne.

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

alessandroa — Wed, 20 May 2026 11:03:26 GMT

thank you @Leanne_T

I had the feeling you wouldn't know why a large, corporate business such as EE doesn't have an email option available to the very same customers they contact by email.

Most likely it's a costs/headcount issue but - of course - I understand that you don't know (at best) or just cannot say (at worst) which is which.

I wish you a successful career progress at EE.

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

Schockwave — Thu, 21 May 2026 14:44:32 GMT

@alessandroa , that is because emails are not a quick way to respond to customers and is much better and easier to get help by phone, or if you have mobile monthly contract, there is the chat option via the EE App, which, as you do not appear to have mobile contract with EE, that option is not available. Emails can get lost, that is you may end up waiting for a long time for a reply, that is how EE works, but if one of the staff ask you to reply with an email, then that is different, as it would be sent to the person who asked you.