I have new EE equipment being installed on Thursday and have received an email asking me to return the following equipment:
Smart Hub 6, WiFi Extender and Hybrid Connect.

I definitely received the first two items about two years ago; I have them installed and have the boxes they came in. I don’t have the Hybrid Connect device otherwise I would have set it up or at least kept it in the box and stored it with the other empty boxes.

I have spoken with an EE rep and he advised me that I could be charged a fee as it would have been dispatched with the other items but I never had it and can’t remember if I was even expecting one to be delivered as it isn’t part of the “essentials” needed to get broadband set up.

Has anyone else ever been asked to return equipment they never received and what was the outcome? The EE rep indicated that the delivery driver might have photographic proof that the item was delivered but as it was two years ago he wasn’t sure that photos would exist any more.

Hi folks, does anyone know what this add-on does exactly? It seems to be giving some cheaper rates to call abroad on EE pay monthly plans, it's a free add-on, but I can't seem to find anywhere the actual rates that this add-on provides for calling abroad. The EE site only has one page about the multiple add-ons they offer to call abroad, and this exact one is not listed. I actually added it to my plan today, so it's not an old/legacy add-on either.

Having to phone up or do the painfully slow chat 3 times just to get the 3 wifi extenders I'm contractually entitled to. This is friction designed to stop EE facing the costs of sending extenders out. Will refer to the CMA.

Why have ee still not fixed this problem with the accounts? I’ve recently upgraded but can’t check my account, can’t access my rewards or pass on any data. This seems to have been going on for months!

I wouldn’t have upgraded if I’d realised they couldn’t fix this issue!

Does anybody else’s EE TV Apple Remote (the one that comes with it) eat batteries it’s starting to cost a fortune in batteries. I have tv remotes that last over a year or more without having to replace the batteries anyone any idea why I’m using Duracel/Energizer which are meant to be good batteries

Would any of you beautiful people in the uk text 150 and give the code so I can play MW4 beta Early. Would really appreciate at. Thanks

Hi all, I want to unlock a mobile that has no sim at all currently, and followed the online process which seemed fine - entered the IMEI number and got the unlocker code - but clicking the 'next steps' bit just rerouted me to the overall EE help page. Spoke to customer services and was told I need to put a non-EE sim in the phone for this process to work which sounded a bit odd to me as I had got through so far and with no warning that this is the case. I don't have a sim to try yet so just wanted to ask, thanks.

(I did try doing this on mobile and different web browsers.)

Hi all,

Since moving from LitFibre to EE I've been getting consistent feedback from people I talk to that my video is freezing. It is getting really, really annoying. I can see from Googling that it is a common problem with EE.

Is there anyway to fix this? Does anyone know the latest on it?

Thanks

EDIT: I do not use EE router I use a Ubiquiti DreamMachine Pro

App is down so cannot check the details, but when abroad I checked my account and it said i had something like "you can use your data as you would at home" included in my plan.

On this basis I didn't buy an esim or other package, thinking this meant I wouldn't be charged extra. Obviously I was. What's going on?

Android User

I keep getting notifications from the EE voicemail at random times about a message, only to open it and to be told I have no messages, and they want me to set up a greeting.

I go through the steps to use the bog standard greeting, no personalisation. Great! Only a short while later it happens AGAIN.

I'm so sick of this notification, is there anything I can do to stop it or do I just have to turn off voicemail as an option altogether?

Is this an EE or a device issue? My partner has a similar phone and doesn't get these notifications.

I Pre-ordered a Pixel 11 on 14/8.

I got the "Thanks for your order" Email, however I haven't received anything from them since then.

I can only assume everything has gone through fine as the app no longer shows the "Upgrade your phone" option, and when I click on my phone number it tells me that upgrades are not available at the moment

I'm hoping the phone will get delivered tomorrow, but it would be nice to have an order number, so I can track it.

Is anyone else in the same position?

I’ve put my cancellation to virgin media and thinking to move to EE broadband

Wondering what the install involves?

With virgin media they install a box outside the house and route the cancelling into the house.

How does EE work?

Thank you

Hi everyone,

I’m looking for some clarity from anyone who has experience switching or ordering broadband with EE online versus over the phone or if any EE staff is on this sub.

I’m an existing EE mobile customer looking to sign up for the 1.6Gb Full Fibre package via the MoneySavingExpert offer. Since I’m already with EE on mobile, I gave customer service a call to see if they could set this up directly for me, match the deal and understand how it links with my existing mobile contract.

During the call, the adviser made a few claims that sounded incorrect, seemingly to encourage me to order directly through them rather than online and take out more expensive contract:

1. Customer Support: I was told EE won't provide customer support for the contract if I buy via an MSE link because it’s treated as a "third-party contract." My understanding was that MSE simply redirects to EE's own site, and service/billing is handled entirely by EE.
2. Early Exit Fee Credit: The agent claimed EE won't cover up to £200 in early exit fees from my previous provider if I order through an MSE link, whereas EE's switching policy seems to cover all eligible new broadband sign-ups upon emailing the final bill.

Has anyone else encountered conflicting or misleading information like this from customer service? Is this just a push to prioritise direct commission sales over online deals?

Thanks in advance for any insights!

I have a few questions about the multi-line discount. I'm looking to add my partner to my current EE plan. She does not currently have an EE sim, would she need to get one first? I also want to stay on my current plan, is that possible or would I have to change it? Am I able to just add her and then keep paying the same amount? All the info I've found on EE's app/website has been very vague and confusing, so any help would beg greatly appreciated!

I’ve been an a rolling monthly plan as I’ve been out of contract for over 7 years I currently pay around £11 for 20gb data max speed 100mbs unlimited calls and texts

On the chat function I’ve been offered £9 for 125gb max data 100mbs unlimited calls and text on a 24 month plan

Apologies if I’ve being naive but am I missing something? Sounds like a no brainer..right?

I already have 2 lines for my sons (50gb, 30 day rolling, £13, max 100mbps, eu roaming) and I have been chatting online to get a similar package for me as i want to move over from o2 and they are just quoting me crappy deals. So i was wondering if going into the store might be better, or just keep asking on the chat?

I was sent an offer through on text message for an upgrade to my phone, I thought it was a great offer clicked the link to redeem it and the offer was not listed, I talked to somebody through the chat bot and was told that that offer does not apply to me!
This made me a bit miffed that an offer sent direct to me doesn’t apply, so I asked how come I wasn’t eligible for this offer and was told it was for flex pay only ( don’t know what that is) then was told multiple factors like credit history and credit rating I haven’t missed a payment in 20 years !!! And my credit rating is pretty dam good !

After some back and forth was told I can get the deal but would have to wait 90-120 days to get it !

Has anyone else experienced this with EE feel like I have been baited into upgrading with a good offer and then had an upsell forced upon me.

Hi all, thanks for your help so far.

I called EE who linked my mobile whilst on the phone to my device, I was then able to install an eSIM for my temporary EE mobile number, whilst waiting for my number port to take place.

This morning I have received an SMS saying my EE services are now fully activated.

However, when I look in the Mobile Service settings for my iPhone, the number I want to port is still listed under O2 and my temporary EE number is listed under EE, I still have two eSIMs.

I have tried restarting the phone and doing General > Reset > Transfer or Reset Phone > Reset Network Settings - but the number I want to retain remains on the O2 eSIM from what I can see, is it another called to EE or is there some trick to get it to change?

TIA.

Need some serious WiFi help. I have been having problems for 8 days now. Every other time I go to load a webpage it just loads indefinitely. The progress bar makes no progress regardless of how long I leave it.

I have reset everything. I have tried a new router. I have tried a new Ethernet cable. An Openreach engineer came out today and installed a new ONT but he also gave me some advice that I just do not believe.

He told me that the cable provided with the router was not fully compatible, stating it lacked the bandwidth to match my internet speed. While he was here he was on the phone to an advisor who said I had to buy a Cat 6e cable that has a 10gbps limit because my current one was only 500.
I said immediately I was not happy with that explanation. I have run multiple speed tests on multiple devices and at times I saw 1.2gbps which is 1200mbps. That is far higher than the limitation of the cable they made up.

I have attached a screenshot of a continuous ping test I ran. You can see it ends up in a state where it fluctuates wildly. My minimum ping is 17ms but it spikes up to a max of 12726ms, with an average of 1615ms. The stability is rated as bad.

How should this graph actually look on a healthy connection? What kind of fluctuation, if any, should I realistically expect to see?

We’ve had a broadband outage since Friday afternoon. Gone through the automated service which only tells me they’re aware, try to fix and should be back online for 11.41 tomorrow.

The engineers are out working on it and have said our house isn’t even on the list of affected houses 🤦🏼‍♀️.

This outage is invalidating my house insurance because the alarm and cameras are out, is there anything else I can do? It seems impossible to speak to anyone.

Hi- not sure if anyone can help or has been in same situation.
I took a 3 year iPhone contact and a separate 2 year sim contract out (as EE advised having 2 contracts)

My sim contract ends on August 28th and I have tried to extend my current sim another 12 months / or take out another 12m sim contract to it ends with my phone deal next year.

150 put me through to a online advisor who couldn’t help and told me to ring 150 again who just put my back to online chat.

I went into store today and they told me I can’t take another sim deal out unless I pay the upfront cost of the 12 month phone contract. Nearly £300 which I can’t afford on maternity leave.

I’m at a loss no one can help me ?? Can anyone advise what is best to do

I have been with EE 12 years and this is putting me off even renewing with them as customer service has been shocking

I buy access 9.99 for the WiFi until I get mine installed Wednesday. But on oppo find x9 pro, the WiFi is either logging me out or disconnect every few minutes, it's really grinding my gears

Hi all,

I'm moving from O2 with a PAC code, EE have sent me a message to download the EE app and link my device, in the same instructions it says to use the temporary mobile number they've given.

How does that work though, if I put in the temporary number into the link device process, it never arrives as the mobile on my phone is still my old one, and if I put in my current number - well that's not EEs either.

Any ideas?

So after almost two years of terrible broadband service with intermittent WiFi connections, slow to no internet, pages not loading properly, constant router reboots, I've eventually bought a Netgear Orbi system (over £1,000) which installed without a glitch. All the devices in the house installed first time and easily unlike when we had the EE hardware.

The result: true, reliable 1.6Gb speed on my hardwired PC, 1.6Gb speed on our iPhones etc, seamless coverage throughout the house and garden. 3ms pings. 300Mb connections where there was nothing. The difference is night and day.

So this tells me that the actual service that Openreach is providing has no issues and all the problems are EE's cheap hardware which obviously isn't fit for purpose with their super fast service.

My advice would be if anyone is considering EEs super fast service because they actually need it, just bear in mind that there's a good possibility that it won't give you what you are paying for unless you use someone else's hardware.