I have had an extremely bad experience with this provider. I’ve dealt with a very large number of unpleasant situations. Their customer service is rude—honestly, disgustingly rude—raising their voice during calls and constantly trying to add extra charges.

The problems started some time ago. Previously, I was with BT and they were genuinely a reliable provider. After many years of issues with other companies, I finally had peace of mind. With BT, I never once had to contact customer service. Everything just worked.

Then the time came to renew my contract, as the price had increased significantly. I contacted them, and a lady persuaded me to take a deal for 1000 Mbps at a good price, with a guarantee that the speed would not drop below 750 Mbps. It sounded like a great deal, so I agreed.

When the equipment arrived, it turned out to be EE. I called them and was told that EE and BT had merged and that it was basically the same company. From that moment on, the problems started.

The internet performance became the worst I have ever experienced. I work from home and simply could not work properly because something was constantly going wrong. I asked for an engineer visit. The engineer told me that I would never achieve the speeds promised over Wi-Fi, despite what I had been told on the phone, and that to reach those speeds I would need to use a cable. He also suggested asking for a booster, which I was unhappy about because I wanted to avoid using signal boosters throughout the house. This is a 4-bedroom bungalow.

For comparison: with BT, I had 500 Mbps, the router was in exactly the same location, and I consistently achieved 400–450 Mbps throughout the entire house. Now, even with a good signal, I get around 200 Mbps in the room above the router and only 250–300 Mbps right next to the router.

I contacted customer service to complain. My concerns were ignored, and instead I was pushed to take a booster for an additional £5 per month. At first I refused, but eventually I agreed because it was impossible to work under these conditions.

When I called again to request the boosters, another agent offered me a “better router” for an additional £10 per month. I was shocked. I asked if this was their normal practice—providing a weak router as part of the package and then charging extra for equipment that actually works properly. There was an awkward silence, and then he claimed that I already had the best router and that boosters would be enough.

I made it clear that I was very unhappy and mentioned that it was good these calls were recorded, as I would expect conclusions to be drawn from that conversation.

I was told I could have up to three boosters, but not all at once. They would send one, and if it was still bad, I would have to call again to request another—up to a maximum of three.

I received one booster quickly. And here is the most absurd part: I have never plugged it in. It is still unopened in a cupboard. Despite this, the internet started working better. It’s still not good (around 200 Mbps), but it is now stable. I repeat: the booster was never connected.

I absolutely do not recommend this company. Please be careful. The level of customer service is extremely poor—I have never encountered such awful support before, with agents raising their voices and being completely unable or unwilling to resolve issues.

I truly wish BT would return as a separate provider.

I also witnessed a situation in an EE physical store in Feltham, London. A couple wanted to take out an internet contract and clearly stated that they wanted BT as the provider and router. The EE representative kept insisting that EE and BT were the same and that they didn’t need to worry. At the time, I wondered why he was pushing this so hard. Now I understand why. In the end, I believe they did not take the offer.

Overall, a very disappointing and frustrating experience.