A neutral, platform-by-platform read of what EE customers actually say in 2026. Trustpilot (both ee.co.uk and broadband.ee.co.uk pages), the Q4 2025 Ofcom complaints table, the Which? annual survey and a Selectra audit of EE’s online presence. We show every score we could verify and explain what each one really means.
Headline score
4.2/ 5
Sample
150,000+ Trustpilot reviews
ee.co.uk pool, May 2026
Reviewed
19 May 2026
Platform by platform
What every score actually means
Different review platforms attract different audiences and use different scales. Looking at any single number in isolation is misleading. Below is every EE review pool Selectra could verify, with a neutral read of the main opinion on each.
Trustpilot, ee.co.uk
4.2/ 5
~150,000 reviews
Mostly positive
The main EE.co.uk Trustpilot page pools all EE products together (mobile, broadband and TV) and is the official feedback channel that EE links to. The score is high because the mobile base (~25 million customers) dominates the sample and EE mobile is widely rated as one of the better UK networks. Recurring positives: 5G mobile coverage, in-store help, MyEE app UX and fast Full Fibre installs once an engineer slot is booked.
A separate Trustpilot page that pools broadband-only reviews. Reviewers here are heavily self-selected, people landing after a bad experience with the recently relaunched EE broadband product. Recurring complaints: mid-contract price rises, slow fault resolution, confusion around the BT TV to EE TV migration, and difficulty getting through to a UK-based agent on first call. Read alongside the ee.co.uk page rather than instead of it.
Ofcom publishes the only fully independent dataset on UK telecoms complaints, counted per 100,000 customers. In the latest report (Q4 2025), EE received 10 broadband complaints per 100,000 customers, in the worst-three bracket alongside TalkTalk and Vodafone. The main complaint categories for EE are faults, service problems and billing, consistent with the rough edges of a newly relaunched broadband product.
The 2025 Which? broadband customer survey rates EE in the middle of the table for satisfaction. Speed and reliability score well (most customers are on Full Fibre and report close-to-advertised speeds), but value for money and complaints handling drag the overall score down. EE is not a Which? Recommended Provider in the 2025 round.
MoneySavingExpert’s forum is not a star-rating system but is the most-cited UK consumer-finance community. The dominant view in EE broadband threads is that the product itself is fine, fast Openreach line, premium router, but the price premium over Plusnet (the same Openreach line, same BT Group) is hard to justify unless you also use EE mobile and unlock the EE Together bundle.
Uswitch’s own user-review section sits around 3.5 / 5, broadly in line with the Which? mid-table position. The platform’s editorial review highlights the bundled 4G/5G back-up and Apple TV 4K as genuine strengths, and price-against-Plusnet as the main weakness.
What customers most often praise and complain about
When you read enough reviews, the same words come up over and over. These are the four most recurring positive themes and the four most recurring complaints, synthesised across every platform above.
What people praise most
Full Fibre speed is reliable
Customers on Fibre 100 to 900 generally see speeds within 10% of the advertised average, with low latency for gaming and video calls.
Apple TV 4K box is genuinely good
The EE TV box is a stock Apple TV 4K with EE’s app pre-installed, much better hardware than BT’s old Pro Box and a clear upgrade for the brand.
EE Together convergence works
Customers who hold both EE mobile and EE broadband on one account report the bundle discount and bonus mobile data add up to a meaningful saving.
MyEE app and online tools are slick
Across all platforms the MyEE iOS/Android app gets consistent praise: clear billing, easy add-on changes, fault diagnostics that actually work.
What people complain about most
Mid-contract price rises
EE moved to fixed pound-and-pence price rises in 2025, but the rise itself (£4 a month from April 2026) still catches some customers out because it is buried in the small print.
BT TV to EE TV migration confusion
Customers who came across from BT TV in 2024-2025 frequently report mixed messaging, lost recordings on the old box, and slow help-desk responses on migration questions.
Worst-three bracket for broadband complaints
Ofcom Q4 2025 puts EE on 10 complaints per 100,000 customers, alongside TalkTalk and Vodafone, well above the 8/100k industry average.
Premium price for an Openreach line
The same physical Openreach line is sold by sister-brand Plusnet for noticeably less. Customers who do not need EE mobile or EE TV often switch to Plusnet at renewal.
Selectra audit
EE’s online presence, channel by channel
Customer satisfaction is shaped as much by the website, app and live-chat experience as by the phone line. Selectra audits each channel directly.
Channel
Selectra verdict
Detail
Website (ee.co.uk)
Strong
Clean, fast and clear on prices. Speed-checker and address-eligibility tools are honest about what you can actually get at your address.
MyEE account portal and app
Good
Bills, usage and renewals are visible and editable. Mobile and broadband live side-by-side on the same account. The app gets consistent positive reviews on both iOS and Android.
EE TV app (Apple TV)
Good
The EE TV app runs on Apple TV 4K hardware. Channel surfing, add-on management and casting work well. Migration from BT TV has been the rough spot, not the app itself.
Social customer service
Mid
@EE on X (Twitter) replies in working hours but pushes most queries to DM. Facebook response is slower. Neither feels as responsive as smaller alt-net brands.
Live chat
Mid
Available 24/7 inside MyEE but starts with a chat-bot. Getting a human takes a few exchanges. Useful for billing questions, less so for complex fault diagnosis.
EE Community forum
Good
An active user-and-agent forum where many billing and account questions are answered without phoning in. One of the better-run brand forums of any UK ISP.
Selectra verdict
Aggregated from all platforms above
EE scores roughly 3.2 out of 5 on Selectra’s aggregated read of broadband. The Full Fibre product, Smart Hub Plus router, 5G back-up and Apple TV 4K all earn it three-plus stars; the Ofcom worst-three position and premium pricing pull it back below four. It is a defensible default choice for households that want a single premium provider for broadband, TV and mobile, but it is not the value pick. Anyone happy on a Plusnet or alt-net line over the same Openreach connection will pay 25 to 40% less.
The single piece of advice that comes out of every platform is the same: haggle at renewal. EE’s out-of-contract prices are noticeably above their new-customer offers, and customers who phone in to threaten cancellation are routinely matched (or close to it) with the deal a new customer would get on the website. Putting a calendar reminder one month before your minimum-term end date is worth around £100 a year on average.
Pros
Pure Full Fibre line-up, with a Wi-Fi 6 Smart Hub Plus router.
4G or 5G back-up bundled in on every tier, no add-on charge.
Apple TV 4K box included from Fibre 300 upward.
EE Together bundle works if you already use EE mobile.
Cons
In the worst-three Ofcom Q4 2025 bracket for broadband complaints.
Rarely the cheapest, even on the same Openreach line as Plusnet.
Lingering BT TV to EE TV migration confusion for some legacy customers.
No copper FTTC fallback if your address is not Full Fibre yet.
FAQ
EE reviews, your questions answered
Are EE reviews trustworthy?
The headline Trustpilot ee.co.uk score of 4.2 / 5 across more than 150,000 reviews is broadly trustworthy as a representation of the EE customer experience, but you need to remember that the sample is dominated by mobile customers (25 million-strong) and EE mobile rates better than EE broadband. The separate broadband.ee.co.uk Trustpilot page (~1.3 / 5) is skewed in the opposite direction by self-selection, people only land there after a bad broadband experience. Reading both together gives a fair picture.
Why are the two Trustpilot scores so different?
EE actively uses the ee.co.uk Trustpilot page as its main customer-feedback channel and links to it from the MyEE app after positive interactions (in-store sign-up, fault fix). That pumps positive mobile reviews into the larger pool. The broadband.ee.co.uk page is much newer (broadband became a major EE product only in 2024) and is not actively prompted, so it collects mostly complaint reviews. Both are real, neither is fake, but they capture different parts of the customer base.
How does EE compare with BT, Plusnet and Sky?
By Ofcom Q4 2025 complaints per 100,000 broadband customers, the ranking from best to worst among the most-watched providers is Plusnet (4) → Virgin Media (7) → BT (9) → EE / TalkTalk / Vodafone (10). EE sits in the worst bracket. Plusnet, which is owned by the same BT Group and uses the same Openreach lines, is the better value-and-service pick if you do not need an Apple TV 4K box or an EE mobile bundle.
Does EE publish its complaint resolution times?
EE publishes its Ofcom complaint figures every quarter under regulator rules, but it does not publish an internal "how fast complaints are resolved" metric on its website. The official complaints procedure is on the EE complaints page, and unresolved complaints can be escalated to the CISAS alternative-dispute-resolution scheme after 8 weeks.
What is Selectra’s overall EE verdict?
EE is a strong technical product (Full Fibre, Smart Hub Plus, 5G back-up, Apple TV 4K) wrapped in a premium price tag and below-average broadband customer service. It is the right choice for people who already use EE mobile and want one bill for mobile, broadband and TV, the EE Together bundle adds up. It is the wrong choice for price-sensitive customers who could get the same Openreach line cheaper from Plusnet or a smaller alt-net.
Convinced or curious?
Compare EE’s current deals with the rest of the market
Use the live EE page for prices at the moment you click, or compare EE against Plusnet, BT, Sky, Virgin Media and the smaller alt-net providers using the same Openreach line.
