back to article EE tops Ofcom’s naughty list, generates most fixed line broadband complaints

EE has once again topped Ofcom's naughty list for the most-complained about broadband providers, despite previous promises by the operator to try harder. The latest report covers the three-month period from July to September 2015, and includes complaints made about 13 providers of fixed line telephone, fixed line broadband, …

  1. AkodoGilador

    Link pls.

  2. Flywheel

    Doesn't fill me with much hope...

    Is this the same EE that'll be providing comms for our emergency services then?

  3. TheOtherHobbes

    Cancelled these clowns recently. They tried to charge me two week's notice on a line that was dead.


  4. Defiant

    Grow up

    Company with the most customers gets the most complaint, no (censored) Sherlock

    1. Anonymous Coward
      Anonymous Coward

      Re: Grow up

      "EE continued to generate the most complaints for fixed line broadband as a proportion of its customer base"

    2. Anonymous Coward
      Anonymous Coward

      Re: Grow up

      I do hope you don't have any kind of position in IT that comes with any level of responsibility. Your reading comprehension and ability to draw relevant conclusions is very, very poor.

    3. Terry Barnes

      Re: Grow up

      It tops the complaint list on the basis of complaints per customer - so the size of the customer base has no bearing.

      Also, I don't believe that EE are the UK's largest fixed line broadband provider. I think the largest providers, by some margin, are BT, Virgin and Sky.

  5. adam payne

    I would never go with EE for broadband, one of my friends has it and it's terrible.

    Randomly disconnects him off Xbox Live, speed goes up and down like a yoyo. Multiple calls to customer services get him nowhere. He is paying for up to 20 and has never managed to get anywhere near it and a couple of weeks back a speed test showed he was getting 0.2. A hour later he was getting 3.5.

    1. Anonymous Coward
      Anonymous Coward

      It sounds like your friend needs to speak to Tech and not Customer Services.

      1. Anonymous Coward
        Anonymous Coward

        You've clearly not spoken to the script reading team.

        1. Steve Davies 3 Silver badge

          EE? Nah

          more like NN Nothing Nowhere.

          Script Q1 - Have you switched it off and on again?

          Q2 - As Q1

          Q3 - As Q2



    2. Roland6 Silver badge

      Re: He is paying for up to 20

      That means he's on whatever ADSL BT is serving from his exchange. Do a favour and tell them to upgrade to fibre (up to 38 or 76 Mbps) and pay the extra for a business grade line.

  6. Anonymous Coward
    Anonymous Coward

    "I promise all of our customers that service is our top priority,"

    by coincidence, your service is the top of the shit-list

  7. Daniel Hall

    Where is the link to the report?

  8. Anonymous Coward


    This is been going on for close on a decade now. I threatened to sue them in the 1st year of business as Orange broadband over failure to deliver on what was sold.

    They should just give up. If the un-help desk were as utterly shit as back then, god help anyone still with them.

  9. Nick Kew

    Comparing ...

    I got EE broadband as a backup on finding Virgin totally unreliable. EE is, far and away, the better of the two.

    But that's their 4G offering compared to Virgin cable. I guess for fixed line, you really want to be somewhere BT and its resellers have a decent service. Or maybe the folks who just bought KCom's infrastructure. Or what happened to C&W's wires since Vodafone bought them?

    1. Anonymous Coward
      Anonymous Coward

      Re: Comparing ...

      "Or maybe the folks who just bought KCom's infrastructure. Or what happened to C&W's wires since Vodafone bought them?"

      There are literally dozens of national networks, of which KCOM, C&W, Colt, Verizon are just some.

      What they all lack apart from BT and Virgin (and KC in Hull, distinct from KCOM) are low cost last mile networks. A last mile from one of these outfits will either be outsourced to BT or delivered at a cost starting at a few thousand pounds a month (a few hundreds in the city of London). The reason for that is commercial - these businesses can't afford to invest in last mile network and wait 20 years for it to payback, so it's priced to payback in a year or two. Fine if you're a corporate building a business critical WAN, less good if you're Joe Bloggs who wants a bit of Internet and some Netflix.

      If any of these folk want to take on BT or Virgin in the last mile they don't need technological magic or a gung-ho attitude, they need access to cheap money and patient investors. That's a tough call because investors look at the industry, they look at declining broadband prices and ever increasing mobile network speeds and say "nah, I'll pass".

  10. AndrueC Silver badge

    Its investigation into ongoing

    I'm not surprised. They are shambolic at pretty much every level. Their website is rife with dead links. Their documentation has not been updated (and often points you to dead links). Trying to contact them by voice is an exercise in patience and when you get through to them the person on the other end is generally useless.

    I don't know if it's incompetence or deliberate obfuscation (could be both) but if it wasn't that I was reliant on their SureSignal for my home I'd have left them by now. I'm still trying to get them to stop spamming me with SMS messages. I've just sent off an email to their head office with a threat of reporting them to the ICO.

  11. Blitheringeejit

    Does this matter any more... that EE has been bought by BT?

    Surely the Monopolies Commission should be worried about BT/EE now having total dominance and a near-monopoly of the Appalling Customer Service and Questionable Business Practices sectors?

    1. Cynic_999

      Re: Does this matter any more...

      I keep getting told how terrible BT are - but I am continuing to receive the same excellent service from them as I have since I switched to them 4 or 5 years ago. Unlike Demon who at the time were always getting rave reports but which gave me terrible service.

  12. Anonymous Coward
    Anonymous Coward

    My complaint is included in those statistics.

    It took me 11 days to force EE to get my line repaired. I have a waterproof outside master socket which always confounds any employee I speak with. The waterproof socket was not waterproof. First hey tried to persuade me to get my own contractor to make the repair. Then they tried to convince me that as my fault was on private property I would have to pay for BT to fix the fault. It was only when I gave them notice that I would cancel my contract if the line was not fixed that they condescended to cover the cost of repairing my line. BT eventually repaired the line by replacing my master socket.

    I did get 2 months free rental as compensation after my complaint.

    I also have a particular problem with EEs call centres. They are very heavily compressed. My hearing is very poor but not bad enough to need special equipment. I usually find it impossible to understand their call centre staff.

  13. Anonymous Coward
    Anonymous Coward

    Fining EE £1M

    Great - who do you think will be paying that then?

    Clue: it won't be the directors.

  14. SImon Hobson Bronze badge

    All I can say is this ...

    If my experience with TalkTalk is anything to go by, and EE are worse, then ... err ... no, better pass the mind bleach as that's just a horrible thought.

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