EE Broadband Review
Considering switching to EE Broadband?
This EE Broadband review article will help you get an informed insight into EE broadband, service reliability, their packages and impartial customer satisfaction feedback reviews.
EE offers six speeds of broadband that range from 10Mb – 900Mb. EE broadband is delivered through the Openreach network which is the same broadband infrastructure used by other broadband providers such as Sky, BT, Plusnet, John Lewis, TalkTalk and Vodafone.
EE’s top-end broadband speeds of 145Mb and 900Mb are still being rolled out across the UK so are currently not available to all households. You can use the EE broadband availability checker to see if these speeds are available in your area.
All EE broadband packages come with unlimited usage and the monthly line rental is included in the advertised price. You also have the option to add a call package for free evening or weekend calls.
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EE will give you a £50 credit if you are charged for leaving your existing broadband provider early. They are also offering an additional 10% off for existing pay monthly customers.
EE will handle the switch from your existing broadband provider and you will not have to notify your provider unless you are with Virgin Media or have a Full fibre (Fibre To The Premises – also known as FTTP) package.
Best EE broadband packages in February 2023
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EE Standard Broadband · 24 Months contract · £20 Set-up fee
EE Fibre Broadband · 24 Months contract · £20 Set-up fee
EE Fibre Plus Broadband · 24 Months contract · £20 Set-up fee
EE Full Fibre Max 100 Broadband · 24 Months contract · £20 Set-up fee
EE Full Fibre Max 500 Broadband · 24 Months contract · £20 Set-up fee
EE Full Fibre Max 900 Broadband · 24 Months contract · £20 Set-up fee
EE 4G & 5G Mobile Home Broadband · Variable contract · Variable Set-up fee
EE Review – Is EE broadband any good?
In terms of price, EE’s broadband packages are mid-range.
As with every Internet Service Provider (ISP), you’ll find plenty of positive and negative reviews across the internet. To remain impartial, we have provided the results of the Office of Communications (Ofcom) latest Comparing Customer Service Report.
Ofcom is the UK Telecoms regulator that monitors and conducts research into the levels of customer service and satisfaction across the ‘main’ communications service providers in the UK.
By shining a light on the performance of the UK’s main broadband providers, their report allows people to look beyond price and see what level of service they can expect from different providers. It also acts as an incentive for providers to improve their level of customer service.
Ofcom Report: EE Broadband Review – Performance vs other UK Main Providers
Average call waiting times
Ofcom Call waiting time and abandonment rate summary
- The industry average call waiting time for broadband and landline providers was 2min 16s in 2021
- Most broadband providers had a decrease in their average call waiting times since 2020, but only Plusnet, Sky, Virgin Media and Vodafone reduced them to below pre-pandemic levels.
- NOW Broadband customers had the shortest average call waiting time in 2021, at 31s.
- KCOM had the longest average call waiting time in 2021 and was the only broadband and landline provider which had an increase in its average call waiting time, more than doubling from 3min 19s in 2020 to 8min 53s in 2021.
- In 2021, 5% of calls were abandoned before the customer spoke to a customer service agent.
- NOW Broadband had the lowest rate of call abandonment, while KCOM had the highest.
- TalkTalk and Virgin Media’s abandonment rates improved in 2021.
Broadband complaints per 100,000 subscribers: 2021
Broadband complaints per 100,000 subscribers: 2021
For the second year in a row, EE generated the fewest broadband complaints to Ofcom per 100,000 subscribers.
The average number of broadband complaints per 100,000 subscribers was 49 in 2021, with all providers except Virgin Media generating the same amount, or fewer complaints than in 2020.
Virgin Media generated the most complaints per 100,000 subscribers at 78.
Source: Ofcom, 2021.
Notes: All figures are rounded to the nearest whole number; the industry average relates only to the providers included in the analysis. Providers that had over 1.5% market share for only part of 2021 were not included in the analysis. The year-on-year change uses 2020 figures that were corrected following updated subscriber data submitted by providers. Due to change in the providers included in the analysis (namely the exclusion of Post Office), the industry average is not comparable with the previous year.
Broadband Complaints and complaints handling
Broadband Complaints and complaints handling Summary
- One in five broadband customers said they had a reason to complain in 2021, a decline of 6% since 2020.
- Vodafone and Virgin Media customers were more likely than average to have had a reason to complain about their broadband service in 2021.
- SKY customers (16%) were less likely to complain about their broadband service.
- Compared to 2020, broadband customers of BT, EE, Sky and Virgin Media (23% vs 29%) were all less likely to say they had a reason to complain.
- As in 2020, the most common cause for customers to have a reason to complain about their broadband was a service issue, such as slow connection speeds or an intermittent or total loss of service (75%).
- The proportion of broadband customers with a reason to complain about their service decreased in 2021
- Half of the customers who made a complaint to their provider were satisfied with the way it was handled.
- BT and Sky performed better than average on this measure, just over half of their customers were satisfied with the complaints handling process.
- TalkTalk and Virgin Media were below average for this measure.
- BT customers were more likely than average to have a complaint completely resolved on first contact, while
Virgin Media customers were less likely than average to have experienced this.
Broadband Customer Service
Ofcom Broadband Customer Service Summary
- In 2021, 83% of broadband customers were satisfied with their service overall, a 3% increase compared to 2020.
- 88% of BT Customers were more likely than average to be satisfied with their overall service. An 8% improvement compared to 2020.
- Virgin Media customers were less likely than the average to be satisfied with their overall broadband service (78%).
- 8% of broadband customers were dissatisfied with their service overall. The main driver of dissatisfaction among these broadband customers was poor service or a bad connection (cited by 49% of dissatisfied users).
- Just over four in five broadband customers were satisfied with the reliability of their service in 2021
- 86% of BT customers were more likely than average to be satisfied with their broadband reliability
- TalkTalk (75%) and Virgin Media (76%) customers were less likely than average to be satisfied.
- TalkTalk customers were less likely to be satisfied with the speed of their broadband service, compared to the average,(73% vs 80%).
- BT, EE, Plusnet and SKY customers were more likely than average to recommend their broadband provider to a friend.
- TalkTalk and Virgin Media customers were less likely to recommend their provider to a friend.
- EE had an above-average recommend to a friend score, all other providers were in line with the average.
- BT, Plusnet and Sky have improved their relative positions, while TalkTalk’s and Virgin Media’s have worsened since 2020.
Recommend to a friend: broadband providers
Source: Ofcom Customer Satisfaction Tracker 2021
Note: Vodafone was included for the first time in the 2021 wave due to reaching the minimum market share requirement.