EE: Everything you need to know

EE logo

EE Limited claims to be the largest and most advanced digital communications company in the UK. Formed less than a decade ago from a merger between Orange and T-Mobile, initially going by its less catchy full name Everything Everywhere. You will be more familiar with its mobile deals, but we’re going to focus more on EE’s TV and broadband offer, as well as give you a general overview of the company.


About EE

This section will give you a bit of background into EE, starting with a look into its history and then going further into details about the company today. Let’s start from the beginning:

History

Orange UK and T-Mobile UK, themselves the UK subsidiaries of France Télécom and Deutsche Telekom, were two major competitors in the UK mobile market when they announced their decision to merge in September 2009. It took less than a year to complete the deal, but the brands were maintained separately for 18 months, during which period subscribers to both were allowed to roam between networks at no extra charge.

EE store

Branded Everything Everywhere until September 2012, it was announced at this point that, while Everything Everywhere would remain the company’s legal name, EE would be used to identify its network on all devices (EE, Orange and T-Mobile). There are, following the unification of these brands, 553 EE stores across the UK.

Orange’s broadband service, which had been inherited by Everything Everywhere, followed suit and fell under the EE brand in October of the same year. In November 2013, EE began testing LTE Advanced (LTE-A), which when it was rolled out in late 2014 offered customers speeds of up to 300 Mbps. As of 2015, EE boasted over 900,000 broadband customers.

In February 2015, BT confirmed reports that it would be purchasing EE for £12.5 billion. The deal was approved about a year later, and EE became a consumer division of the wider BT Group. In November 2016, EE began to move operations from its Paddington offices to BT Centre as part of BT’s plans to save £360 million a year.

Timeline

  • 2009 - Merger announced between Orange UK and T-Mobile.
  • 2010 - Joint venture completed, Everything Everywhere formed.
  • 2012 - EE rebrand.
  • 2014 - LTE-A network rolled out, reaching broadband speeds of up to 300 Mbps.
  • 2016 - Acquisition by BT Group.

Present Day

EE and its 553 stores still mainly serve its mobile customers, which form the largest part of its client base of 31 million connections. Broadband and TV do represent a significant part of its business, however, with almost a million customers signed up to EE Broadband - making it one of the country’s major ISPs.

Share Price

Being part of the wider BT Group, if you want stocks in EE you’ll have to invest in BT. Find details about BT’s share price in its own dedicated provider page.

EE Jobs

If you’re interested in a job with EE, the best place to start looking is EE Careers. The careers page offers insights into what it’s like to work with EE, including details about the Aspire programme - the company’s career progression scheme. The site has a job search function to let you find the right position for you, and if you find it you can apply online. There’s also a ‘Job of the Month’ section which spotlights specific openings.

EE also point out that, as it’s a part of BT Group, a career with EE also allows for progression within BT.


Products

Enough about the company. Let's take a look at what EE offers:

1. Broadband

Despite not being a specialist broadband provider, so to speak, EE actually has among the widest range of speeds of any ISP in the UK at the moment. Its offer consists of four or five speeds, depending on which part of the country you live in. Let’s take a look at the broadband speeds EE offers:

EE broadband speeds diagram

As EE points out, if yours is a small household with only one or two people connected at a time for basic browsing and streaming, you may not need anything faster than this. For any busy, internet-hungry household 67 Mbps should be enough, but for those with especially demanding usage habits, EE also offers the superfast Fibre Max 1 and 2 options. To get a better idea of what speed you need, see our broadband speed guide.

It’s worth pointing out that not all of these speeds are available to everyone - what’s on offer to you largely depends on where you live. EE offers a postcode checker on its website which you can use to see what speeds are available to you.

EE tries to make it easy for you to switch to its broadband service. You don’t have to notify your current provider if it uses the Openreach network. EE also says that if you leave your current contract early, you’ll receive £50 credit from them. For a more comprehensive look at EE broadband (link coming soon), you can go to its dedicated page and find all the information you need.

2. TV

Though not a well-known TV provider with the packages and original programming of Sky or BT, for example, EE has in the past offered customers the opportunity to add TV to their plan. From the 27th of June 2019, however, new customers have not been able to add EE TV to their plan. Existing customers will not have experienced any change - they can continue getting the service until March 2021, and can even still upgrade and change their plan as normal.

EE TV’s service allows customers to watch over 70 Freeview channels, including 11 HD channels, through the EE TV box and the EE TV app. Here’s the full range of features current customers can enjoy:

  • Watch four different programmes at the same time.
  • Record up to four programmes at once from your device and store up to 600 hours of standard definition TV or 300 hours of HD.
  • Use the EE TV app as a remote control.
  • “Flick and fetch” - move something you’re watching in the app to your TV screen and back as you like with the flick of a finger.
  • Pause, rewind and record live TV.
  • Replay programmes broadcast in the last day on any of your eight favourite standard definition channels or six HD channels.
  • Restart a programme on any of your “replay channels” if you tune in after it’s started.
  • Create personal profiles (for personalised TV guides) on your device with the app.
  • Watch what’s trending on Twitter with live trending updates on the EE TV guide.

If you’re already an EE phone or mobile customer, you can call 150 to ask EE any questions you have regarding EE TV and its customer service team will give you an answer. The line is open from 8 am to 9 pm during the week and 8 am to 8 pm at the weekend.

3. Home phone

EE customers have the option to add one of three calls packages to their broadband deal, which can simply be added to their basket at the checkout stage when making the order. Here’s a rundown of the three deals:

Anytime calls to landlines
Anytime calls to landlines and mobiles
Anytime UK and international calls
 Calls to UK landlines included.  Calls to UK landlines included.
 1,500 minutes to UK mobiles included.
 Calls to UK landlines included.
 1,500 minutes to UK mobiles included.
 Calls to landlines in 50 countries.*
 30% discounts on calls to landlines in the rest of the world.

*For the full list, see EE’s website. This deal also included calls to standard mobiles in Canada and the USA.

It’s important to remember a policy that most companies have in place when thinking about your calls package - the one-hour call limit. Any inclusive call is only inclusive up to one hour, and for every minute over an hour you’re on the phone you’ll be charged the standard rate. If you want to go on talking for over an hour, be sure to hang up and redial. The standard rates are listed later in the pricing section.

Once you’ve chosen your calls package, you also have the option to add Call Plus to your deal. This add-on comes with seven features that EE hope to tempt you with:

  • Call divert - Divert incoming calls to another phone, which could be your mobile.
  • Choose to refuse - Block up to 10 numbers to put a stop to nuisance or unwanted calls.
  • 3-way calling - Quick and easy conference calling for three people with no need to make multiple calls.
  • Call waiting - Lets you know another call is coming through while you’re on the phone and choose whether to take it.
  • Reminder call - Set up a one-off reminder from your handset that you can schedule for the same time every day.
  • Ring back - Avoid redialling an engaged number by dialling 5 and ‘ring back’ will call you when the number becomes free.
  • Anonymous call rejection - If a caller withholds their number, they won’t be able to get through to you.

For further information on EE’s calls packages and any terms and conditions you’re unclear on, see EE’s website.

4. Mobile

Of course, mobile deals are EE’s bread and butter, but we won’t go into them here. For this, our mobile section has its own EE page with all the information you will need. If it’s mobile packages you’re interested in, don’t hesitate to head over there.


Prices

Many of you will be saying “that’s all well and good, but how much does it cost?” We’re getting there. Starting with EE’s broadband packages here’s a rundown of how much each of its products will set you back.

Broadband packages

With an offer wider than that of your average internet provider, EE’s range of broadband packages offers something for every need and budget. Here’s how much each of their deals will cost you:

Standard broadband
Fibre broadband
Fibre Plus broadband
Fibre Max 1 broadband
Fibre Max 2 broadband
£20/month
£26/month
£30/month
£40/month
£47/month
£10 set-up fee
£15 set-up fee
Free set-up
Free set-up
Free set-up
18-month contract
18-month contract
18-month contract
18-month contract
18-month contract

EE mobile customers have extra incentives included in these prices: on Standard, Fibre, and Fibre Plus broadband contracts they receive an extra 5GB of mobile data on their monthly plans; and Fibre Max 1 and 2 customers receive an extra 20GB of data every month.

As we mentioned, not all speeds will be available to all customers, so head to EE’s website and use the postcode checker to see what’s available in your area. For more info on EE’s broadband deals, see their broadband page on our website.

TV packages

Unfortunately, no amount of money will get you an EE TV deal at this stage, as it is no longer on offer to new customers.

Calls packages

The prices to add EE’s calls packages to your broadband deal are as follows:

  • Weekend calls to UK landlines: £2 per month
  • Anytime calls to UK landlines: £5 per month
  • Anytime calls to UK landlines and mobiles: £8 per month
  • Anytime UK and international calls: £12 per month

Remember you can also add Call Plus, which EE calls “your own personal receptionist,” and this will cost you an extra £5 per month as well. This, plus all other calls add-ons, have to be kept on your plan for at least 30 days.

For full terms and conditions on all EE’s calls packages (and there are plenty), go to its website where you’ll find all the relevant information. Most importantly, remember what we said about calls only being inclusive up to an hour or you’ll be charged the following rates:

EE calls charges

This is something customers have to take care with no matter which provider they’re with, so be sure to hang up and redial before you hit 60 minutes on the phone!


How do prices compare with market average?

Most of us no longer settle for the slowest broadband package, knowing as we do that the frustration of slow internet isn’t worth paying slightly less. For this reason, we’re going to compare EE’s cheapest fibre package to the market average price for the same speed (35 Mbps):

Not bad. It comes in £5 cheaper per month than the average across the major providers. This said, we’re sure you can find the same speeds for a bit less if you delve a little further and consider a smaller, independent provider. Does it fare any better for its Fibre Plus package? Let’s compare it to the market average for 67 Mbps speeds:

This is more impressive. A full £10 a month cheaper than you’d get from another major provider. This price also rivals the prices offered by some of the cheapest deals from smaller providers, so you’re not likely to get a better deal elsewhere. If a fast fibre deal is what you’re after and you want it at the cheapest price, we’d say you can stop looking.


How to contact EE

There are many ways to contact EE depending on what type of customer you are and what your issue is. You can get a comprehensive look at all the ways to do it on EE’s contact page, but if you’re just looking to call them to discuss signing up to any of its services, you can call them on this number:

blue telephone

EE Sales Inquiries
Please check with your provider if you don't know how much a call will cost.
0800 956 6000
*Monday to Friday: 8am-9pm; Saturday and Sunday: 8am-8pm

Support for customers

Apart from calling them up, which could eat up a lot your time, EE has a few ways customers could resolve any issue that may come up with their account or service. Here are a couple of handy places to turn to when you need help but dread the waiting music on the customer service team’s line.

My EE app

EE customers can access their My EE account either online or via the mobile app, which allows them to manage their mobile or broadband account easily and on the go. Here’s everything you can do with the app:

  • Manage your mobile devices.
  • Manage your home broadband.
  • Check your usage and pay bills.
  • Get a better price in the EE shop.
  • See your upgrade options.
  • Join the conversation in the EE Community.

All you need to do is register for My EE and download the app in either the Apple or Google Play stores. Get the link for these downloads on our EE contact page!(link coming soon)

EE Community

The EE Community acts as both a forum and bank of information for queries relating to your account and service. When you’re having trouble with anything, you should go there and see if anyone’s had the problem before or if there’s an article you can consult to resolve it. It could be that your question has a simple solution and you don’t need to go to the hassle of calling someone up.


EE Reviews

Yes, we’ve left the most important bit to last. What do EE customers think of its broadband service? We’ve scoured the internet to find out, but the fact is that it’s difficult to find reviews that separate its broadband from its mobile service. Let’s take a look at what we found:

Reviews

Unfortunately, EE reviews don’t make for great reading. It scores a measly 1.8/5 stars on Trustpilot, with 79% of 3,934 reviewers giving it the worst rating of Bad. It is true that these reviews tend to focus on EE Mobile, with the majority of the company’s customers being on mobile contracts, but it does seem that the terrible customer service that most poor reviews mention carries over from mobile to broadband.

Thursday someone was supposed to come and my broadband activated... NEVER WORKED. They told me that they will come the next day (today, Friday). I had to take my half-day at work and no one came…

We struggled to find positive reviews to counterbalance the negative ones, frankly, but with only a small percentage of positive reviews overall, that’s unsurprising. Customers also point to drops in service, which are not uncommon regardless of your provider, but the main issue always comes back to customer service:

Woke up to no broadband, have tried endlessly to get it back on. No way of contacting EE I get a feeble "we will respond within 48 hours…

We can’t help but come to the conclusion that if you sign up to EE, you’re not going to enjoy the experience of getting in touch with its advisors when a problem arises.

Pros and cons

Pros
Cons
 Priced below the market average.
 A range of speeds to suit any customer.
 Very poor customer reviews which point to bad customer service.
 No longer offers TV add-ons.