EE: most-reported complaints
Automated analysis of 3,690 public Trustpilot reviews published 2026-07-30 to 2026-09-26. TrustScore 4.3 from 123,641 total reviews — see the Trustpilot page. Quick answer: is EE legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 3690 Trustpilot reviews analysed, the most-reported issues with EE were: Support unhelpful (603 reports), Poor core service (201 reports), Misleading pricing (198 reports).
The company claimed its Trustpilot profile on 2018-02-13, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 80 of 97 in Telecommunications Service Provider. We last checked this profile on 2026-09-26 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Financial Ombudsman (H2-2025): 31.3% of resolved cases upheld against the firm. source
Ofcom (Q4 2025): landline 6, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2024): landline 8, broadband 12, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2023): landline 3, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2022): landline 3, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2021): landline 3, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2020): landline 3, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2019): landline 5, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2018): landline 5, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2017): landline 7, broadband 12, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2016): landline 19, broadband 26, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2015): landline 25, broadband 34, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2014): landline 36, broadband 42, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2013): landline —, broadband 29, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2012): landline —, broadband 72, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2011): landline —, broadband 45, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2010): landline —, broadband 25, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2025): landline 6, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2024): landline 8, broadband 13, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2023): landline 5, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2022): landline 3, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2021): landline 3, broadband 4, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2020): landline 5, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2019): landline 4, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2018): landline 6, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2017): landline 7, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2016): landline 20, broadband 26, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2015): landline 34, broadband 45, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2014): landline 32, broadband 33, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2013): landline —, broadband 45, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2012): landline —, broadband 49, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2011): landline —, broadband 43, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2025): landline 8, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2024): landline 15, broadband 14, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2023): landline 6, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2022): landline 3, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2021): landline 2, broadband 4, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2020): landline 2, broadband 3, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2019): landline 4, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2018): landline 5, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2017): landline 10, broadband 15, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2016): landline 15, broadband 21, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2015): landline 34, broadband 45, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2014): landline 29, broadband 35, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2013): landline —, broadband 32, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2012): landline —, broadband 29, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2011): landline —, broadband 36, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2026): landline 3, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2025): landline 8, broadband 11, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2024): landline 11, broadband 14, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2023): landline 5, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2022): landline 1, broadband 3, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2021): landline 5, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2020): landline 2, broadband 3, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2019): landline 4, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2018): landline 9, broadband 13, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2017): landline 19, broadband 24, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2016): landline 22, broadband 34, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2015): landline 39, broadband 51, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2014): landline —, broadband 42, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2013): landline —, broadband 56, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2012): landline —, broadband 36, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2011): landline —, broadband 38, mobile — complaints per 100k (Ofcom). source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Forum footprint: 268 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Warning - Do not switch to EE Broadband”, “EE Broadband for £17.25 p/m”, “EE Broadband contract”.
Elsewhere: 3.3★ on Google (448 reviews) · 2.2★ App Store (57) · 3.2★ Google Play (176,907) — a 1.0-star gap between its Trustpilot and Google scores.
TrustScore over time
4.3 → 4.3 across 14 census measurements since 2026-08-13. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-13 (100%, 0.0d) · 2026-08-16 (100%, 0.0d) · 2026-08-20 (100%, 0.0d) · 2026-08-24 (100%, 0.0d) · 2026-08-27 (100%, 0.0d) · 2026-09-01 (100%, 0.0d) · 2026-09-04 (100%, 0.0d) · 2026-09-07 (100%, 0.0d) · 2026-09-10 (100%, 0.0d) · 2026-09-13 (100%, 0.0d) · 2026-09-16 (100%, 0.0d) · 2026-09-20 (100%, 0.0d) · 2026-09-23 (100%, 0.0d) · 2026-09-26 (100%, 0.0d).
Severity: 19% of this company’s 1411 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.6 days between the experience and publishing their negative review (1512 reviews record both dates).
Official record vs what reviewers say
Solid: OFCOM complaints per 100,000 customers (broadband), Q4 2010 to Q1 2026 (120 quarters of official data). Dashed: our share of complaints about “support unhelpful” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Two readings of the same reviews
Trustpilot’s own automated summary of this company’s reviews reads as predominantly positive. Our classifier, reading the review text in our recent window, judged 18% of those reviews to be complaints — most often support unhelpful. Both are automated readings of the same public reviews; they weigh them differently.
Independent findings
The Advertising Standards Authority has upheld 2 complaints about this company’s advertising:
- 2025-03-26 (Social media (paid ad), Television, Radio) — A TV, radio, paid-for social media and digital poster ad for EE made unsubstantiated claims about the performance and capabilities of a Wi-Fi router.
- 2024-10-09 (Website (own site)) — A webpage on the EE website didn’t make clear that their broadband contracts would be subject to mid-contract price increases.
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
What their policy promises
refund window: 14 working days — meanwhile 12 reviewers in our census window reported refund delays.
“Any payments for fees relating to your order will be refunded within 14 working days to the credit or debit card you used.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 1438 negative reviews that received a public reply, the median wait was 0 days — the company profile reports an average of under a day.
Reply quality: of 1438 company replies to negative reviews analysed, 14% engaged with the specific problem and 85% were generic templates.
What employees say
Employees rate EE 3.5★ overall from 42 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2587 company-invited reviews in the recent window average 4.38★, while 111 organic (uninvited) reviews average 1.59★.
18% of its 1971 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 43% of this company’s complaints vs a 38% median across 97 ranked companies in its sector.
Review velocity: 100,985 of this company’s 123,641 Trustpilot reviews (82%) were written in the last 12 months.
What are the most common complaints about EE?
Support unhelpful
603 reports · 43% of complaintsrising since 2026-09“Yesterday I spent 1 hour 22 mins on a phone call to customer services trying to get a tv package added to the broadband which went live on Wednesday.”
The company replied on 2026-09-13: “Hi Andrew, Thank you for taking the time to leave a review. It’s disappointing to hear that your experience hasn’t been what you’d hoped for. We’d like to understand better what’s happened and see…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Here we are 3 calls to customer service later and still not sorted. Now cannot access my account online as apparently it has been closed”
The company replied on 2026-08-28: “Thanks for taking time to stop by and leave us a review to let us know that you’ve not had the best experience. It would be great to help turn things around and discuss what's happened further. If…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The advertised 'Smooth Transition at no Extra Cost & Keeping your Same Number' failed BIG TIME.”
The company replied on 2026-08-26: “Hi Dave, Thank you for taking the time to leave a review. It’s disappointing to hear that your experience hasn’t been what you’d hoped for. We’d like to better understand what’s happened and see how…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Poor core service
201 reports · 14% of complaintsrising since 2026-09“Yesterday I spent 1 hour 22 mins on a phone call to customer services trying to get a tv package added to the broadband which went live on Wednesday.”
The company replied on 2026-09-13: “Hi Andrew, Thank you for taking the time to leave a review. It’s disappointing to hear that your experience hasn’t been what you’d hoped for. We’d like to understand better what’s happened and see…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I have waited since 28 June to have my digital phone reconnected. I am writing a full complaint with all the details. No manager has been prepared to contact me.”
The company replied on 2026-09-13: “Hi John, Thank you for taking the time to leave a review. It’s disappointing to hear that your experience hasn’t been what you’d hoped for. We’d like to understand better what’s happened and see how…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“extremely dissatisfied with the complicated way i have struggled to deal with this”
The company replied on 2026-08-27: “Hi John, Thanks for taking the time to leave a review. We’re sorry to hear that your experience hasn’t met expectations. We’d like to understand what’s happened and see how we can help. Please give…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
198 reports · 14% of complaintsrising since 2026-09“Misold the product by EE staff”
The company replied on 2026-08-29: “Hi Amit, thanks for taking the time to leave your review. We’re really sorry to hear you feel the product was mis-sold by a member of our team. We understand how frustrating and disappointing it is…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Why does it take 55 minutes to review my options on renewal? And even then, some of the things I want to do , or even those i dont want, make no sense whatsoever when the pricing is applied.”
The company replied on 2026-09-13: “Hi, Thank you for taking the time to leave a review. It’s disappointing to hear that your experience hasn’t been what you’d hoped for. We’d like to understand better what’s happened and see how we…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“We also didn’t want our home phone line involved in this but our bill showed that a charge for this was being made”
The company replied on 2026-08-26: “Hi Hazel, Thank you for taking the time to leave a review. It’s disappointing to hear that your experience hasn’t been what you’d hoped for. However, it is great to know that have found our agents…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unreachable
178 reports · 13% of complaintsfalling“I have waited since 28 June to have my digital phone reconnected. I am writing a full complaint with all the details. No manager has been prepared to contact me.”
The company replied on 2026-09-13: “Hi John, Thank you for taking the time to leave a review. It’s disappointing to hear that your experience hasn’t been what you’d hoped for. We’d like to understand better what’s happened and see how…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“bill is exactly the same as it was before dropping landline.”
The company replied on 2026-08-28: “Hi Raymond, Thanks for taking the time to leave a review. We’re really sorry to hear that your experience hasn’t met expectations. We’d like to understand what’s happened and see how we can help.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I have numerous times, and spoke on line and I still do not have a resolution.”
The company replied on 2026-08-29: “Hello, Clive. Thanks for taking time to stop by and leave us a review to let us know that you’ve not had the best experience. It would be great to help turn things around and discuss what's happened…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Overcharging
112 reports · 8% of complaintssteady“got overcharged more than £200 for a phone I had paid off”
The company replied on 2026-09-16: “Hi Ethan, Thanks for taking time to stop by and leave us a review to let us know that you’ve not had the best experience. It would be great to help turn things around and discuss what's happened…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“opportunity for them to double my monthly bill”
The company replied on 2026-08-26: “Hello Peter. Thanks for taking the time to leave a review. We’re sorry to hear that you've had this experience. We’d like to understand what’s happened and see how we can help. Please give us a call…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Completely bullied into a new contract just because I want to keep my landline.”
The company replied on 2026-08-25: “Hi Tracy, Thank you for taking the time to leave a review. It’s disappointing to hear that your experience hasn’t been what you’d hoped for. We’d like to understand better what’s happened and see how…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Account/app problems
106 reports · 8% of complaintssteady“Here we are 3 calls to customer service later and still not sorted. Now cannot access my account online as apparently it has been closed”
The company replied on 2026-08-28: “Thanks for taking time to stop by and leave us a review to let us know that you’ve not had the best experience. It would be great to help turn things around and discuss what's happened further. If…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Unauthorised change made to my account”
The company replied on 2026-08-28: “Hi, Craig. Thanks for taking the time to stop by and leave us a review to let us know that you’ve not had the best experience. It would be great to help turn things around and discuss what's…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“costing me over six hours of my time in having to contact multiple guides”
The company replied on 2026-08-15: “Hi Louisa, Thanks for taking the time to leave a review. It's disappointing to read that your experience hasn’t met expectations and I understand how frustrating it must be for you. It would be great…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.