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Complaint Reference:

MB761
Visitor

‎01-06-2026 05:32 AM - last edited on ‎01-06-2026 11:03 AM by

 

I am unhappy with how EE has handled my account, service issues, and complaint.

I joined EE and also took additional services, including broadband and family SIM contracts, based on assurances that I would receive reliable service and good coverage. Since joining, I have experienced ongoing signal and mobile internet problems, both inside and outside my home.

I raised a complaint and spoke with an EE representative called Adam. During our discussions, I explained the service problems and concerns about incorrect charges on my account. I understood that the matter would be investigated and corrected.

Despite this, my complaint was closed without my agreement and the issues remain unresolved. I have now also been charged £63.91 from my account, which I do not understand and believe may be incorrect. My SIM contracts were expected to be around £15 each, yet my bills have been significantly higher than expected.

I am requesting:

  • A full investigation into all charges on my account.
  • A written explanation of the £63.91 payment taken from my account.
  • A refund of any incorrect charges.
  • Compensation for the inconvenience, time spent, and repeated errors.
  • Reopening of my complaint.
  • Penalty-free cancellation if EE cannot provide the service and billing accuracy promised.

I have screenshots, records, and evidence of my communications and billing history and can provide them if required.

I would appreciate a prompt response and resolution.

[Mod edit: removed personal details]

0 Helpful
2 REPLIES 2
Chris_B
EE Community Star
EE Community Star

‎01-06-2026 08:19 AM

@MB761  Have you looked at the bill breakdown ? This will show what any charges are for.   

This is also a public forum so you’ll not get anything you requested from here as there is no access to your account from here and no one here knows who you are 

Just to very quickly point out no network will guarantee a signal indoors, but you do have Wi-Fi calling. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
0 Helpful
Linzi_H
EE Community Support Team

‎01-06-2026 11:09 AM

Hi @MB761 

Welcome to the community.

I'm sorry to hear that your complaint has been closed without a resolution being put in place first. 
If you call our team directly, they should be able to reopen this for you and continue with any investigations. If needed, you can escalate this to a team leader if you remain unhappy with the support given by the guide you speak with. 

If you'd rather raise a complaint online, please head to 👉 Make a Complaint, where you can complete our online form and a member of the team will get back in touch within 7 days. 

Linzi 

0 Helpful