EE broadband customer service contacts, problems and complaints

How to contact EE broadband support and customer service

The EE Customer service team is available between 8:00 am and 8:00 pm Monday to Friday. On Saturdays and Sundays, you can get in touch between 8:00 am and 6:00 pm. 

EE Broadband contact telephone numbers

If you need to contact EE for any reason, you can get in touch over the phone using the following numbers:

Hearing and speech-impaired customers can contact EE via the Lite app, or Next Generation Text Relay Service. To access the Next Generation Text Relay service dial 18001 followed by 07953 966 250

EE mobile customers can also contact EE via SMS. Text the word HELP to EE at 150 for a list of common services and support.

EE Broadband Live Chat

EE Broadband live chat  does not currently support Broadband queries (09/20).

EE Broadband postal address

If you need to write to EE you can the address below. You will need to include your address, name, EE account number, and home phone number to discuss the details of your broadband package. EE will also require a phone number where they can contact you during the day.

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

Is EE Broadband down?

If it seems that your EE broadband service isn't working as it should be, then there are various ways that you can check on the status of your EE connection. This can save you some time on calling support lines.

The first place to start your search is on 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 try looking for updates on the official EE broadband Twitter feed.

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

You can also check out our guide to troubleshooting broadband connectivity issues for additional help.

How to complain about EE broadband

Get in touch via Twitter

Sometimes, 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 will quickly grab their attention. You might find that EE has a specific team dedicated to handling issues that they're informed about on Twitter.

Complain in writing

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

Read the complaints code of practice to find out more about how EE handles complaints.
 
If you want to save on postage costs you can also submit a complaint via the email web form.

Complaining about EE to the Ombudsman Services: Communications

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

Every broadband provider in the UK is a member of one of two ADR (Alternative Dispute Resolution) schemes. EE is regulated by the Ombudsman Services in the Communication department. Before you do this, make sure that you have 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 from EE entirely. In fact, Ofcom research showed as many as 40% of UK broadband customers are out of contract and paying too much. 

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

The above deals won't be available area, however. So if you'd like to start by seeing what is available near you, simply enter your details below to see what deals you can get instead: