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

[alessandroa]

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. 

[XRaySpeX]

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

[alessandroa]

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

[XRaySpeX]

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.

[alessandroa]

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.

[JimM11]

@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

[Leanne_T]

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.

[alessandroa]

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?

[Leanne_T]

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.

[alessandroa]

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.

[Schockwave]

@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.