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EE customer service contacts, problems and complaints

How to contact the EE helpline for broadband problems

  • Phone number:  0330 123 1105
  • EE on Twitter / X: @EE
  • EE Postal Address:  EE Mobile & Broadband, EE Customer Services, 6 Camberwell Way, Sunderland, Tyne and Wear, SR3 3XN, United Kingdom

EE is better known for its mobile offerings but also offers some excellent home broadband packages. You can get fast fibre broadband, as well as mobile broadband deals that include a 5G router.

This is how you contact EE if you need to.

How to contact EE customer services and technical support

The EE Customer service team can be contacted by phone between 8am-9pm Monday to Friday or 8am-8pm on weekends.

EE Broadband contact telephone numbers

If you have an EE mobile contract, you can call 150 for free. You can also use this number if you need help if you’re a mobile customer.

If you're calling from a landline or another mobile network, the number is 0330 123 1105.

Hearing and speech-impaired customers can contact EE using the Relay UK service. To access this, dial 18001 followed by 07953 966 150.

EE Broadband address

You can send a letter to EE Broadband. You’ll need to include your address, name, EE account number, and home phone number to discuss the details of your broadband package. EE will also ask for a phone number to contact you during the day.

EE Mobile & Broadband
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN
United Kingdom

Is EE Broadband down?

The first place to check the status of your broadband connection is to visit the EE broadband service status page. This will show you any issues that are currently taking place with EE mobile, phone, broadband, and other services.

If the above link doesn't help, you can also look for updates on the official EE broadband Twitter / X feed.

There's also the useful third-party tool Downdetector, which offers service updates on a range of broadband providers and other services.

Finally, you can also check out our guide to troubleshooting broadband connectivity issues for more tips.

How to complain about EE broadband

If you're unhappy with your EE service, here are the best ways to raise a complaint: 

Get in touch with EE on social media

Often, the easiest way to get in touch with your broadband provider is to message them on social media. EE has a reputation to uphold, which means that the public nature of a message on Twitter / X will quickly grab their attention.

Complain to EE by phone:

If you want to complain to EE by phone, you can call during customer service hours. The phone lines are open between 8am-9pm during the week and between 8am-8pm on the weekends.

Like with general enquiries, if you want to call from an EE mobile number then dial 150.

However, if you’re calling from a landline or a different mobile network, then the number for complaints is 07953 966 150.

How to write a complaint to EE:

You can also send a complaint directly to the EE team at:

EE Customer Services
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN
United Kingdom

You can read EE's complaints code of practice to find out more about complaints are handled.

This process is a good idea if you think your complaint may need further action. This way, you’ll have a paper trail. Make sure you keep all your correspondence, just in case.
 
If you want to save on postage costs, you can also submit a complaint via the email contact form.

Complaining about EE to the Ombudsman Services

If you can’t get the support or assistance that you need from EE's customer service team, you’ll be able to file an official complaint with the Ombudsman.

Every broadband provider in the UK is a member of one of two Alternative Dispute Resolution schemes. EE is regulated by the Communications Ombudsman.

Before you get in contact, make sure that you've received a deadlock letter from EE that states that neither side in the complaint can agree on a solution. You can also complain to the Ombudsman service if you have not had a response from EE to your complaint for a period of at least eight weeks.

Before beginning your claim, read our guide to complaining about broadband for a detailed breakdown of the process.

Switching away from EE

If all else fails, you could consider switching providers and getting rid of EE entirely. 

We'd recommend finding your EE broadband contract end date first and then consulting our guide on how to cancel EE. If you're out of contract, you can start your switch today!

Dynamic deal panel

Not all EE broadband deals will be available in all areas. If you'd like to start by seeing whether you can sign up to EE at your own property, simply enter your postcode or address below.

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Expert Summary

The best way to contact EE Broadband is by text or phone call. 

If you want to make a full complaint, check our guide on how to complain about broadband and either call, email or write to EE.

If you’ve complained multiple times and you're out of contract, remember you're in control when it comes to switching providers. Make sure you check when your contract ends and follow our guide on how to cancel your EE contract.

Meet the author:

Online Editor

Broadband Genie's Editor, Emma Davenport, has been contributing to the site since 2007. She has 20 years of experience writing articles, guides and tutorials on consumer technology for magazines and online.


Specialist subject: Broadband advice for vulnerable people

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