Want to say thank you to an EE guide?

[James_B]

At EE, our guides are here to help keep you connected.

If one of our guides has helped you in a way that made a real difference, we’d love to hear about it. Your feedback helps us recognise great service and celebrate the people who support our customers every day.

Whether it was clear advice, reassurance, or simply a good experience, sharing your thanks really does matter.

Just hit reply below to tell us about your experience.

Remember not to post personal information - if we need anything else, we’ll send you a private message.

[Christopher_G]

Hi @MaliiV 

I'm really glad to hear that Sam was able to listen as you explained your circumstances, and got you some help. I'd like to offer my congratulations on your pregnancy too. 🙂

Thank you so much for sharing your experience with the community. I'm going to do my best to pass this message on to Sam.

Chris

[lme4]

Hi!

I recently had to get in touch with customer services and the agent that answered my call was Tom (from Newcastle I think?).

I was so nervous and really frustrated with the response I had received from someone else but when Tom got my call, he was an absolute star and I am so grateful I found someone so empathetic to help me.

Not only he listened to me patiently but he also kept reassuring me, throughout the call, that he was liaising with other departments to get it sorted. In an era where AI bots are replacing customer service agents, please let’s never forget that we need human agents like Tom. He is the reason why I’m not leaving EE.

Please can this be passed on to his manager as he deserves all the praise for being such a credit to the team. Thank you so much, Tom.

[Christopher_G]

Hi and welcome to the community, @lme4 🙂

Thank you so much for sharing your experience. I'm so happy to read bout how Tom was able to calm your nerves and frustration, and help manage your issue in such a brilliant, professional way.

I'll get this feedback passed on to their team.

Thanks again

Chris

[RobWT]

I would like to commend my EE Guide, Heidi *****, for her professional, personable, and friendly manner when she reopened and handled my complaint regarding fraudulent and unauthorised Google Store purchases made while my SIM was hacked.  

Despite my frustration—and the fact that I began the call ready to take my business elsewhere—Heidi remained patient, calm, and genuinely supportive. This was especially important given that my initial call had been handled poorly and the complaint I raised was closed without any action.  

Thanks to Heidi’s intervention, my case has now been escalated to the Google liaison team, and I look forward to receiving the refunded amount back into my EE account within 30 days.  

Heidi is an outstanding member of your team and deserves recognition and reward for her professionalism, empathy, and exemplary customer service.

[Chris_S]

Hi @RobWT 

Thanks for sharing the experience that you had with our guide Heidi.

It sounds like Heidi did a great job of resolving your query while providing exceptional customer service.

I'd love to get your comments fed back to Heidi's manager so that she can receive some recognition.

I'll send over a private message, so keep an eye out for a new message in your EE Community inbox.

Chris S

[Hzbo01]

I spoke to EE today (29/06/2026) at around 15:00 and was connected to a lovely guy named Harry, he was extremely polite and very very helpful, I originally called to cancel a new order for full fibre broadband, he explained 4 and 5G broadband and helped me on the path to getting that set up with yourselves I have never had such good customer service and this experience has encouraged me to use EE for further services for example I will be taking out a new phone contract next month, EE will be the first place I look now.

[Ali_A]

Hi @Hzbo01 

Thanks for taking the time to share feedback about the experience with Harry yesterday. It's lovely to he provided you with great service to turn you experience around. 
We'll make sure this is passed on to their manager.

Thank you! 

Ali 

[DaniLeah]

HUUUUGE thank you to Markel at EE in Richmond.

I used the online chat and was connected immediately, explained I wanted to cancel my contract and go SIM-ONLY at the end as my current iPhone 15 PRO MAX is in fantastic condition.

Markel asked what I used my phone for and sorted me a new 24 month sim-only contract for a fanastic price within 30 minutes.

It wasn't just a sales chat, Markel was genuinely interested and it was refreshing not to be given offers on things I didn't need. 

In my 10 years with EE this is hands down the best interaction I've had with staff.

Thank you to Markel, keep it up! You're ace!

[Peter_W]

Welcome to the Community, @DaniLeah 😊

Thanks for taking the time to share this lovely feedback about Markel, too!

I'd love to see if we can help get this passed on for you too, so I'm going to pop you over a private message.

Peter

[Lyla1]

I would like to say a huge thank you to Kaylan for providing genuinely outstanding customer service.

From start to finish, Kaylan was incredibly helpful, patient, kind, and friendly. He took the time to listen, explained everything clearly, and made the whole experience completely stress-free. Nothing felt rushed, and I felt valued as a customer throughout our conversation.

Without any exaggeration, this is probably the best customer service I’ve received in quite a while. It’s rare to come across someone who is so professional while also being so approachable and genuinely committed to helping.

Kaylan is a real credit to EE, and I would recommend him to anyone without hesitation. Please pass on my sincere thanks and appreciation, he made a lasting positive impression, and I hope he receives the recognition he deserves.

Thank you again, Kaylan, and thank you, EE, for employing people who care so much about their customers.