An independent breakdown of what real customers say about EE Mobile in 2026: Trustpilot 1.5 / 5, Ofcom complaints just above the industry average, and RootMetrics #1 UK network for the 12th year running.
UK MNO . BT Group
Four sources
All scores verified on . We show all four, including the negatives, not just the flattering ones.
Trustpilot, ee.co.uk
~55,000 reviews
What works
Watch outs
Ofcom complaints (mobile)
Industry average ~8
What works
Watch outs
RootMetrics UK network
12 years running
What works
Watch outs
Which? annual survey
Mid-tier (~67 %)
What works
Watch outs
Selectra expert verdict
Independent read of all four sources
The UK’s strongest mobile network, paired with mid-pack customer service and the highest pricing among the big four.
Best for: Rural users, heavy 5G data users, anyone who has had signal problems on another network, or households on BT broadband who can stack the EE discount.
Avoid if: You live in a strong-signal area where any network performs well, or you care more about price stability than peak speed (CPI + 3.9 % mid-contract rises are baked in).
If you’re unhappy: EE’s 14-day cooling-off applies on new SIMs. Outside that window, log a formal complaint via ee.co.uk/help to start the 8-week clock, then text PAC to 65075 to switch keeping your number.
Reviews last refreshed 19 May 2026.
FAQ
On signal, yes; on service, less so. EE has been ranked the UK’s best mobile network by RootMetrics for 12 consecutive years and tops Ofcom’s 4G and 5G coverage reports. The weakness is customer service: Ofcom mobile complaints per 100k sit at 9, just above the industry average of 8, and Trustpilot stays at 1.5 / 5 across roughly 55,000 reviews.
Three recurring themes in 2026 reviews: (1) the annual CPI + 3.9 % mid-contract price rise applied to existing customers, (2) renewal quotes that come in higher than the equivalent new-customer SIM-only deal on the same EE site, and (3) long hold times on the retentions line. Reviewers who specifically rate network performance still tend to score it high, even when leaving 1-star reviews about pricing.
Better network, worse service ratio. EE leads RootMetrics and Ofcom on raw network performance, with Vodafone second, Three third and O2 fourth on most 5G metrics. On Ofcom mobile complaints, EE (9 per 100k) sits between O2 (7) and Vodafone (11-12). Three is mid-pack on both. For pure value, MVNOs like giffgaff (host: O2) and Tesco Mobile (host: O2) beat all four MNOs on Trustpilot and complaint rates.
No. Which? has not awarded EE Mobile Recommended Provider status in recent annual mobile surveys, with the customer score sitting around 67 % against a Recommended threshold of 70 % +. EE scores top tier for signal and 5G availability, but the composite is pulled down by customer service, complaint handling and value-for-money sub-scores. Sky Mobile, giffgaff and Tesco Mobile are the 2026 mobile Recommended Providers.
Stay Connected keeps you online at reduced speeds (0.5 Mbps) if you blow through your data allowance, so you avoid bill shock. Smart Benefits let you swap in one perk (Apple TV+, Netflix Basic, Apple Music, BritBox or 6 months of MyProtein) on Smart and All Rounder plans. Reviewers consistently flag Smart Benefits as the one feature that materially offsets EE’s pricing premium against rivals.
This is where EE earns its 5-star reviews. Rural and indoor coverage is the most common positive theme: customers report EE working in spots where O2, Vodafone or Three drop out. EE also operates the Home 5G and 4G Hub products specifically for rural areas without fibre broadband. The trade-off is that you pay the EE network premium even if a cheaper MVNO would work where you live.
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