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21 January 2021

EE mobile review

We regularly survey thousands of mobile phone customers so we can tell you exactly how EE compares with other mobile networks.
Hamse Yusuf

How good is EE? 2020 Which? mobile network satisfaction survey

Before signing up for a new EE phone deal, read our review to see how it was rated by thousands of its customers in our exclusive mobile network customer satisfaction survey.

In our latest survey we spoke to more than 4,000 real customers from 13 of the biggest phone providers including EE, O2, Vodafone and Three. They told us exactly what they thought of their mobile network, from the customer service on offer to the value for money they get.

In this in-depth review of EE mobile, we'll:

  • give you a full breakdown of how its customers rated it for key factors, including customer service, value for money and incentives.
  • report quotes from real EE mobile network customers on their experiences.
  • tell you whether it's a Which? Recommended Provider.

Only logged-in Which? members can view the results in the table below. If you’re not yet a member, you can get instant access by joining Which? today.

EE customer satisfaction survey results
Recommended Provider Customer service Ease of contacting Value for money Incentives Customer score
Table notes: Results based on an online survey of 4,027 members of the public in February and March 2020.

How good is EE's mobile coverage?

EE offers 2G, 3G, 4G and 5G coverage.

In our latest analysis of 4G phone coverage, performed in conjunction with coverage experts RootMetrics, we found that EE continues to offer average 4G download speeds that are far in excess of those available from rival networks. 

Read the full analysis in our guide, Which mobile network has the best coverage? and check coverage where you live using our mobile network coverage map by entering your postcode into the map and it will tell you how good EE's signal is in your area, as well as comparing it with the other providers.

EE's deals and incentives

EE offers a range of plans, including both Sim-only options and those with a supplied handset. 

Families can also make use of EE's shared plans, which allow them to add up to five different devices to one inclusive plan. This also comes with a 10% discount and a 1GB data boost for the primary contract owner to gift or use.

EE offers a range of incentives (although customers we surveyed told us they were unimpressed by what was on offer). Pay-monthly phone users can stream with Apple Music free for six months, with any data used in Apple Music not counting against your allowance, although it will do after the six months is up. Customers can prevent nasty bills by capping their data usage and getting alerts when they're near the end of their allowances.

Meanwhile pay-as-you-go customers can top up their phones and then use the credit to buy the most appropriate pack with its inclusive allowance of minutes, texts or data. EE adds a new pack automatically every seven or 30 days and takes the cost from your credit. EE also offers free data boosts every three months if you continue to purchase its PAYG packs.

Compare the best EE Sim-only deals and see how much you could save.

EE stores

EE is one of the biggest phone providers and has more than 500 shops in the UK, meaning that it's pretty easy to get help and advice.

You can check where your nearest branch is by using the EE store finder or by calling EE customer service on 150 (from an EE mobile) or 0800 956 6000.

Complaints about EE

Telecoms regulator Ofcom regularly publishes information on the number of complaints it gets about the main mobile providers.

In its latest report, covering the third quarter of 2019 (July to September), EE generated a low level of complaints – two per 100,000 customers. That's well below the level of complaints generated by Vodafone and Virgin Mobile (seven per 100,000), but can't match Tesco Mobile, which had only one complaint per 100,000 customers.

Ofcom also takes action against companies that break regulatory rules, and in January 2017 it fined EE £2.7m for overcharging more than 30,000 customers.

Find out how other networks fared in our guide to the best and worst mobile networks