I placed an order online with EE on Thursday 22nd May 2025 for an iPhone 16 Pro on contract. I got a confirmation email saying my order had gone through and I’d receive my phone soon. Not long after, I got a text from EE asking me to contact customer service. When I called, I was told I had to go into an EE store with photo ID and proof of address for security reasons.
I did as asked and took my passport and utility bill to a local EE shop. The staff there checked everything and confirmed it was fine. However, the assistant was very pushy about selling me EE broadband. He kept going on about the benefits, even though I told him I was happy with my current broadband. Eventually, I gave in and agreed to add EE broadband. I then got confirmation that it had been added to my phone contract, which increased the monthly cost.
The next day, I received the EE broadband kit in the post – but nothing about the iPhone. No updates, no delivery, nothing.
I rang EE several times. The first person I spoke to was quite rude, especially when I mentioned how pushy the store assistant had been. He even hung up on me. I called again and spoke to someone named Thomas, who was polite and said he’d look into it and call me back before 2pm on 26th May. I never heard back from him.
So I called again, and this time spoke to someone called Calum. He checked and told me my phone order still hadn’t been processed. By this point, I’d lost confidence in EE and told him I wanted to cancel everything. To be fair, Calum handled the cancellation professionally and sorted it all quickly.
This was my first time trying EE and I’m really disappointed. I only considered switching because my current provider, Three, has poor signal – but at least their customer service is excellent, which is more than I can say for EE.
Hopefully EE takes this as honest feedback and improves how they treat new customers.
