EE is a merger of Orange and T-Mobile. All existing phones on those networks may still state that they are either Orange or T-Mobile phones. However, they now both operate under the EE name. It was founded in 2010 and has become one of the leading mobile phone providers in the years since. The rebrand has seen the introduction of 4G services, HD facetime anywhere in the world, broadband, and multiple network agreements with other mobile phone services such as o2 and Three. In 2013, EE started sponsoring the British Academy of Film and Television, as well as Wembley stadium in London, UK. In 2015, EE became the most complained about mobile phone service provider and has since agreed to work on the way its customer services are dealt with.
EE Contact Numbers
|Department||Contact Number||Opening Hours|
|Customer Services||0843 557 3560||Mon-Fri 8am-7pm, Sat 9am-1pm|
|EE Complaints||0843 557 5014||Mon-Fri 8am-7pm, Sat 9am-1pm|
|EE Broadband Complaints||0843 218 9632||Mon-Fri 8am-7pm, Sat 9am-1pm|
|EE Service||0844 248 2565||Mon-Fri 8am-7pm, Sat 9am-1pm|
|EE Phone Delivery||0844 826 8077||Mon-Fri 8am-7pm, Sat 9am-1pm|
Contact the EE Customer Services on 0844 826 8077 and someone from the team will be able to help you out with a phone, contract, and any accessory queries you may have regarding EE.
0843 557 5014 will put you through to the EE customer complaints line. From there, a member of the customer service team will listen to your complaint and try to resolve your issue. If the complaint or issue can be resolved over the phone, your customer service advisor will resolve it for you. However, if your complaint or query needs time to be processed in any way, you will be given a reference number and contacted by a member of the customer complaints team in the future.
If you’re having issues with your EE broadband service, you can use 0843 557 5014 to contact a member of the customer complaints team. From there, a member of the customer services department at EE will handle your complaint or query. If your complaint is regarding your broadband box not working, you may be talked through how to reset your router. For this, you may need a pen and paper, in case you need to reset the router again in the future.
If you do not wish to speak to a member of customer services over the phone, or if you wish to have your response in writing, you can also email the EE customer service team at email@example.com. Usually, it will take a member of the team around a week to be back in touch with your concerning your complaint. If you have already emailed EE and have no received a reply as of yet, we advise ringing the number above, which will put you through to a member of the customer service team directly.
EE Broadband Complaints
You can phone the number 0843 218 9632 to make a complaint to EE regarding their broadband service. When you phone this number you can complain about the lack of signal you’re receiving for the broadband or the reduced speed you’re experiencing on your service. You can also phone this number to make complaints relating to the installation of your EE broadband.
Like any other mobile phone service provider, sometimes service may cut out. However, if after an hour you still have no service, we advise looking on the EE website for any information on the service cut. If you can’t find anything and feel as though you’re the only person without signal, you can ring 0844 248 2565, where you will be put through to a member of the customer complaints department. In some areas of the UK, your phone may not receive 4G. This isn’t unusual, as EE masts do not cover 100% of the UK. However, if you are consistently unable to receive 4G, we advise ringing 0844 248 2565. A member of the customer service team will be able to tell you why your phone may not be receiving any 4G signal.
EE Phone Delivery
EE use DPD to deliver all of their phones. If you wish to track your order with EE, you can do by following the track your order link you receive in your confirmation email. Once your item has been shipped, your link will become active, and you will be able to see where your phone is. If you have received a messaged saying that your package has been successfully signed for, yet you didn’t sign for it, ring 0844 826 8077 immediately and a member of the customer service team will help you with finding a solution to your problem.
EE Complaints Procedure
When you call the number 0844 826 8077 to make a complaint to EE, they typically follow the procedure we’re going to explain next. This gives you a better understanding of what to expect, and how far you can take your complaint if you’re left feeling dissatisfied with their response.
When you phone to make your complaint, which is the quickest way of getting a response, they will aim to get it resolved whilst you’re on the line to them. However, in some cases they might need to get back to you with their response if they need to investigate your complaint.
Once they’ve given you their response to the complaint, if you’re not happy with their response, you can ask them to reconsider the issue. You can choose to discuss your complaint with the Team Leader or Manager if you so wish. In the rare instance that you’re still now happy with the outcome, your complaint can then be escalated to their specialist technical team or the complaints team, depending on the nature of your complaint.
If you’d like to take your complaint further after this point you can get in touch with the Citizens Advice Bureau, Consumer Advice Centre and Trading Standards.
After eight weeks of your complaint not being resolved then you can then take your complaint to the Ombudsman Services, which is a free service to use.
EE will consider that your complaint has been resolved if you don’t get back to them within 28 days after the complaint has been given an outcome.