Full directory of EE phone numbers, opening hours and live-chat options. Plus an honest scorecard of EE’s service performance (Ofcom worst-three bracket on broadband in Q4 2025) and a five-step guide to escalating an unresolved complaint to CISAS after 8 weeks.
At a glance
At a glance
Customer service
Updated 19 May 2026
Performance scorecard
Four independent metrics. We do not pick the flattering one and ignore the rest, we show all four side by side.
Ofcom complaints, Q4 2025
10 / 100k
Worst-three bracket (industry avg ~8)
Trustpilot, ee.co.uk
4.2 / 5
Skewed by 25M-strong mobile base
Trustpilot, broadband
1.3 / 5
Self-selected complaint pool
Which? complaints handling
~55%
Satisfied with how it was handled
Phone directory
Tap any number to call it directly. All EE 0800 numbers are free from a UK landline and most UK mobile contracts.
From an EE mobile
Mon-Fri 08:00 to 21:00, Sat 08:00 to 20:00, Sun 09:00 to 18:00
Free from any EE mobile, covers all account and billing queries.
From any UK landline
Mon-Fri 08:00 to 21:00, Sat 08:00 to 20:00, Sun 09:00 to 18:00
Free from a UK landline, the main general customer-service number.
EE broadband support
Mon-Fri 08:00 to 21:00, Sat-Sun 09:00 to 18:00
Fault reports, speed issues, install scheduling for EE Fibre lines.
EE TV and add-ons
Mon-Fri 08:00 to 21:00, Sat-Sun 09:00 to 18:00
Apple TV 4K box queries, Sky / TNT / Netflix pack changes.
New EE mobile or broadband customer
Mon-Fri 08:00 to 20:00, Sat 09:00 to 18:00
Best deals are usually here, retentions does not see all of them.
Retentions / leave EE
Mon-Fri 08:00 to 20:00, Sat 09:00 to 18:00
Mention "thinking of leaving" to be routed here. Expect a retention offer.
EE Business support
Mon-Fri 08:00 to 19:00
Dedicated SME line, separate from the consumer call queue.
Accessibility team
Mon-Fri 08:00 to 20:00
Free, includes sign-language video relay and large-print billing on request.
Complaints procedure
Follow the steps in order. Every step generates evidence you can use at the next one. Do not skip step 4, the deadlock letter is what unlocks the free, binding CISAS route.
Call 150 or 0800 079 0099, use the MyEE app live chat, or write to EE Customer Services, 6 Camden Lock Place, London NW1 8AL. EE issues a complaint reference number, this is your audit trail.
After any phone call, ask the agent to email a summary of what was agreed and the timescale for resolution. Save it.
If the first agent cannot resolve it, ask to speak to a manager or the dedicated EE Complaints Team. By Ofcom rules, EE must respond substantively to a written complaint within a reasonable period.
If 8 weeks have passed or EE has formally said it cannot do more, ask for a deadlock letter. That letter is what you need to escalate outside EE.
Submit the deadlock letter and your evidence to CISAS, the free, independent alternative-dispute-resolution scheme for EE. CISAS rulings are binding on EE but not on you.
FAQ
In Q4 2025 EE received 10 broadband complaints per 100,000 customers, the highest in the table, tied with TalkTalk and Vodafone. Most complaints relate to faults, billing and service problems on the freshly relaunched EE broadband product. EE’s mobile arm is rated much better by customers, but Ofcom counts broadband and mobile complaints separately and only the broadband figure puts EE in the worst bracket.
Three tricks that consistently work. One: call from your EE mobile by dialling 150, the system recognises you and skips the verification questions. Two: at the menu, say "complaint" or "cancel" rather than "billing" or "faults", those queues are usually shorter. Three: call early on a weekday (08:00 to 09:30) or late on Sunday (16:00 to 18:00), when call volume is lowest. Average wait time in 2026 is around three minutes.
MyEE handles most non-urgent self-service: view and pay bills, change tariff or add-ons, request a PAC code, start a fault diagnosis, track an order. It is one of the better-rated UK telecom apps. The one thing it does not do is final cancellation, broadband and TV cancellations still require a phone call.
Yes, send a letter to EE Customer Services, 6 Camden Lock Place, London NW1 8AL. Quote your account number, the issue and the resolution you want. A written complaint is the right format if you plan to escalate to CISAS later, because it produces a paper trail that is hard to dispute. EE must acknowledge a written complaint within a reasonable period and respond substantively.
Mixed. It is available 24/7 inside the MyEE app and on ee.co.uk, but the first 5 to 10 messages are usually a chat-bot. Once you reach a human, the quality is comparable to the phone line, fine for billing, weaker on complex faults. It is the right channel for "what is my contract end date" or "change my add-on" but the wrong channel for "broadband is intermittent and I want a fix".
You can escalate to CISAS (the Communications and Internet Services Adjudication Scheme) 8 weeks after you first raised a written complaint with EE, or sooner if EE has issued you a deadlock letter. CISAS is free for you and binding on EE. You do not need a solicitor and you submit everything online.
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