Is EE any good as a mobile provider?

samantha smith
By Samantha Smith

ee store front

THEY'RE the biggest single mobile network in the UK, they're famous for their adverts featuring Kevin Bacon, and they offer some seriously fast mobile data speeds.

Having only been launched in 2012, as the result of a seemingly neverending merger process between T-Mobile and Orange, EE were the UK's first 4G network - and they've set the bar for the other operators since.

Their size and the speed of their growth has caused problems, however - even before their rivals started to express concerns about BT's takeover, they had a reputation for poor service.

Quick jump menu
Their SIM-only prices
The handsets they offer
How wide is their coverage?
EE's other services
Customer service

In this review we'll look into those customer service issues, along with their coverage, their data speeds, their prices and what else they offer.

A quick word: as prices can vary so much depending on the choice of handset, in this and other our other mobile operator reviews we focus on SIM-only deals in order to give a flavour of how much their deals cost - but we will look into the kind of range of handsets they offer as well.

EE SIM-only deals

EE offer their SIM-only plans on either 30-day rolling terms or with 12-month contracts. There are advantages to being willing to sign up for a year - the prices are lower, and there's a wider range of plans to choose from, often with higher data speeds.

Here's what's available to those who only want to commit for 30 days at a time:

Data Data speed Calls and texts Price per month
ee 250MB Up to 20Mb 250 minutes, unlimited texts £12.99
ee 500MB Up to 20Mb 500 minutes, unlimited texts £15.99
ee 1GB Up to 20Mb 1,000 minutes, unlimited texts £17.99
ee 3GB Up to 20Mb 500 minutes, unlimited texts £20.99

And here are the options for those happy to commit to a 12-month contract:

Data Data speed Calls and texts Price per month
ee 250MB Up to 20Mb 250 minutes, unlimited texts £9.99
ee 500MB Up to 20Mb 500 minutes, unlimited texts £12.99
ee 1GB Up to 20Mb 1,000 minutes, unlimited texts £14.99
ee 2GB Up to 60Mb Unlimited £17.99
ee 2GB "Our fastest 4G" Unlimited £19.99
ee 5GB Up to 60Mb Unlimited £21.99
ee 10GB Up to 60Mb Unlimited £19.99*
ee 10GB "Our fastest 4G" Unlimited £23*
ee 30GB "Our fastest 4G" Unlimited £30*

* Plans on special offer at the time of this review. Offer ends March 14th 2017.

Note that like other providers, EE often run deals and offers on certain plans - at the time of this update, they're offering their three most generous SIM-only plans at lower than usual prices.

Each of EE's pay monthly SIM plans fall into one of three categories: 4GEE Essential, 4GEE, and 4GEE Max.

Any plan that includes 1GB or less of data counts as an Essential tariff, coming with unlimited texts but only a finite number of minutes to UK landline and mobile numbers. Check the data speed to spot them quickly: they offer up to 20Mb.

The 4GEE plans add unlimited calls to UK landlines and mobiles - and free calls and texts to UK numbers when we're in EU member states.

Users will also get 500MB of data to use in the EU, free of charge - and when they're using their data connection at home they'll get speeds of up to 60Mb where supported - mostly in big cities, but also in some more rural locations.

The 4GEE Max plans boast "our fastest 4G" - which translates as up to 90Mb in small parts of London, and up to 60Mb more widely. Customers should be able to use their phone in the EU as if they were at home, with up to 15GB of their data allowance available to them as well as their (unlimited) UK call and texts allowances.

All three kinds of plan come with at least three months' free access to BT Sport: those with the Max plans will get BT Sport free online and on the app for the full 24 months of their handset contract.

At present EE are also giving all pay monthly customers the chance to sign up to Apple Music free of charge for six months; they'll need to activate the service within 30 days of ordering their SIM.

Their mobile phones

EE are usually among the first to announce whether or not they'll be selling the newest handsets when they're revealed, with the option to pre-register to be told as soon as they decide to offer a new device.

When we first wrote this review last October, for example, the other main networks were still making a big deal out of the recently released iPhone 7 and iPhone 7 Plus, but EE were already looking ahead to the release of the Google Pixel later that month.

Alongside the latest flagship handsets from all the biggest manufacturers, they usually sell a decent selection of slightly older and mid-range handsets - keep an eye out for their own EE handsets.

The cheapest handsets cost nothing upfront with tariffs starting from £16.99 a month for 300MB of data.

More expensive phones, more data by default

The more expensive the handset itself, the more the minimum tariff will cost - obviously - but that also reflects higher minimum data allowances.

The iPhone 6S, for example, is available with a minimum of 1GB data per month; the minimum data plan we can get with the newer iPhone 7 is 2GB per month.

Cheaper handsets also have lower maximum allowances - not that they're not generous enough: the LG K8 can be bought with plans offering up to 15GB a month, for example. Flagship phones, however, can be bought with plans offering up to 40GB per month.

To see to most up to date information on the handsets and plans available, check our mobile comparison table.

Coverage

None of that information is any good, however, unless we can get a decent signal from them.

Since they first launched in September 2012, they've made huge strides to cover as much of the UK in as short a time as possible.

The operators that came together to form EE, T-Mobile and Orange, had fairly good 2G and 3G coverage, but when the fledgling 4G operator appeared, they were still testing their 4G network in just four cities: London, Cardiff, Bristol and Birmingham.

Even so, EE's Chief Executive at that time, Olaf Swantee, declared optimistically that it would be "the fastest roll-out in UK history", pledging not only to have 4G operational in the first 16 cities within a couple of months, but in rural areas in Wales, Cumbria, and Cornwall during 2013.

ee 4g network coverage 2012 to 2014

We're now at the stage where almost all of the UK population is covered - when they're in their home areas, at least - with UK geographical coverage passing 75% by the end of 2016.

In April 2016, EE pledged to get geographical coverage up to 95% by 2020 - which should mean that almost everyone (99.8% of the population) will have 4G mobile network coverage.

ee 4g network coverage 2016 to 2020

Usually we'd say that readers in urban areas have a good chance of being covered already, while those in more rural locations could well be out of luck - but EE do seem to have been sticking to their pledge to provide decent coverage to less populated areas.

EE are now making use of new owner BT's infrastructure to extend their network even further: they credited BT's fibre broadband network for making possible the switch-on of the 4G network in the Isles of Scilly.

Even so, while most people will be able to get a 4G signal from EE, the strength of that signal will vary depending on our exact location, whether we're indoors or outside, the device we're using, and various other factors. EE have a coverage checker on their website here.

Broadband and TV from EE

As well as selling mobile broadband (reviewed here), EE sell fixed line broadband and home phone.

As is fairly standard these days, getting EE's broadband relies on also taking their landline -and all packages come with an 18-month contract as standard.

Package Broadband Contract term Upfront price Monthly price
ee EE Broadband + Weekend calls Up to 17Mb
Unlimited
18 months £7 £18.50
for 18 mths,
then £21
ee EE Fibre + Weekend calls Up to 38Mb
Unlimited
18 months £32 £26
for 18 mths,
then £28.50
ee EE Fibre Plus + Weekend calls Up to 76Mb
Unlimited
18 months £32 £32.50
for 18 mths,
then £40.50

Customers who need a new phone line will also need to factor in a connection fee: it's usually £60 but is sometimes offered cheaper.

Note also that those opting for fibre broadband will usually need to pay a £50 fibre activation fee, although at present it's being offered at half price.

Most providers offer some kind of incentive for bundling more than one or two services these days, and EE are no exception: pay monthly and 12-month SIM customers will get an extra 5GB of data free of charge if they take EE's broadband.

Once we've got EE Broadband, there's also the option to add EE's TV - which comes with a very clever take on Freeview: until Sky Q appeared, they offered more tuners than anything else out there, plus the ability to stream live content to other devices.

The box also allows users to download recordings to those devices - and keep those recordings for as long as they want.

Adding EE TV usually costs an extra £5 a month; it's sometimes offered at a reduced price for new customers getting certain packages. Customers can add a premium channel pack and/or various on demand streaming services for an extra fee.

There's more on EE's broadband and TV in our full review, available here.

Customer service

But while they provide good national mobile coverage and their set top box is just one of various innovative gadgets they offer, EE have had a somewhat disappointing history when it comes to their customer service.

In 2015 Ofcom fined them £1 million for the way they handled their mobile customers' complaints between July 2011 and April 2014.

For a couple of years they were the most complained about mobile and broadband provider in the UK, with complaints to Ofcom peaking at the end of the period above.

At that point, EE realised they had to do something - starting with bringing 1,000 customer service jobs back to the UK. Olaf Swantee hoped that, "within 18 months, I will be able to say that EE has done for customer service in the UK what it has done for networks".

By September 2015 they were able to say they'd seen complaints to the regulator drop by 50% - and by the end of September 2016 they were generating just four complaints per 100,000 customers:

Pay monthly mobile complaints per 100,000 customers, Q4 2014 - Q3 2016

pay monthly mobile complaints, q3 2016

SOURCE: Ofcom Telecoms and Pay TV Complaints Q3 2016. Available here [pdf].

In conclusion

Given their ambition to roll out a nationwide 4G network in the fastest time possible, it's perhaps not surprising that something had to give in the early years - that something being customer service.

It's good to see that they've taken that problem seriously - and that now most of the basic 4G work is done, they're continuing to expand and improve their coverage: since September 2016 they've been working on introducing the next generation of 4G network speeds, which in theory will see speed limits of up to 450Mb in future.

They also win points for almost always being the first to offer the latest handsets, although that can often lead to them being beaten on price by at least one of their biggest rivals.

But coverage and speed do come at a cost - and now they're owned by BT, we may find that their dominance affects how competitive they feel the need to be.


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