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EE broadband help and problems

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Find out how to solve problems with your EE broadband or home phone service, and see how to contact EE customer service.

EE broadband help and troubleshooting

Experiencing problems with your EE broadband or home phone service? Here’s how to find a solution, contact EE, and get your issue resolved – and what to do next if you’re unhappy.

EE help number, customer service, billing number, and sales number

EE uses the same contact information for whatever your issue is – from customer service, to account issues, to sales an upgrades.

  • From an EE landline: 0800 079 8586
  • From an EE mobile: 150
  • From any other phone: 0800 956 6000
  • There is also a text relay service:
  • 18001 07953 966 250

You can also contact EE through a sign language interpreter via the website.

Or, if your line is down, you can text EE for a call back. They’ll run tests on your connection before contacting you, to try and work out what may be going on:

For broadband issues, text HELP and your landline number to 60071

For landline issues, text PHONE and your landline number to 60071

The callback service is available Mon-Fri 8am-9pm, and Sat-Sun 8am-8pm.

EE help online

The best way to get help online is to download the My EE app to your phone, and log in to your account.

The app has lots of ways to adjust your settings, see your account details, access troubleshooting, and find other help resources.

All that is available on the EE website too.

There’s a plethora of resources to help solve issues and troubleshoot problems, as well as the community forums where fellow customers share their issues and tips.

EE help online chat

Live chat is available via the EE website for all issues, including broadband, home phone, and mobile. You can find it on the website homepage and almost any other page.

EE broadband down? Here’s what to do

First, try resetting your router. This solves most home broadband problems.

If that doesn’t work, check the broadband service status on the EE website or an independent internet outage map.

If EE broadband is indeed down in your area, you likely just need to sit and wait for it to be fixed.

This usually takes a couple of hours. In the meantime, you can Contact EE for updates if necessary.

If no fault or outage has been reported, contact EE customer service as above.

The provider will investigate, and either help you troubleshoot, fix the outage on their side, or arrange another solution.

EE complaints

The EE complaints team is available Mon-Fri 8am-9pm, Sat-Sun 8am-8pm. Here’s how to contact them:

  • From an EE landline: 0800 079 8586
  • From an EE mobile: 150
  • From any other phone: 0800 956 6000
  • Text relay service: 18001 07953 966 250

You can also fill out an email web form to put your complaint in writing, or contact EE through a sign language interpreter – both are available via EE’s complaints page.

Or, you can send a letter to:

EE Customer Services

6 Camberwell Way

Sunderland

Tyne and Wear

SR3 3XN

How to report an EE complaint the right way

Contact EE customer service through one of the above methods. EE will make a record of your complaint and look into it, and provide a timescale that you can expect it to be resolved.

If you aren’t happy with the resolution, ask to speak to a Team Leader or Manager, who may be more able to help.

If you’re still not happy, you can ask to escalate the issue to the specialist technical team or complaints team.

Need more help? Get more information about EE's complaints procedure

Didn’t get your problem resolved?

If you aren’t happy with how EE attempted to resolve your broadband issue and have escalated it with them as far as you can, seek independent advice from Citizens Advice Bureau, Consumer Advice Centre and Trading Standards.

EE states that they’re happy to work with independent organisations.

You’re also encouraged to speak to the ISPA (Internet Service Providers Association).

If your issue still isn’t resolved, it’s time to refer it to the communications ombudsman.

Time to change provider?

One too many problems with your connection? If you’re out of contract, it could be time to switch broadband.

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