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DTMark's Review for EE

 EE (Mobile Broadband)
Posted: 31st Jul, 2014    By: DTMark
Title: EE 4G
No useful landline broadband available here, so dependent on mobile services.

Used Three for several years and moved to EE 4G when launched.

We are toward the edge of the coverage area. Used the supplied Alcatel dongle initially and eventually bought an Huawei B593 router though performance is about the same.

Normal performance is 25Meg down and 20Meg up and the average ping time is about 26ms.

Speed tests always seem to reflect "Orange" as the carrier.

It's great when it's working. Either the dongle or the network developed a fault falling back to 3G only, never determined which, but thankful that I did not have a contract - we use PAYG.

It's £30 for each 10GB so it costs us in the region of £120 to £150 per month, that said, this is incredibly cheap for this location for that level of near-symmetric performance.

Customer service appears to be non existent. The only numbers you can call are mobile numbers which are expensive given that we do not have either a landline or an EE phone.

There is no given number for "mobile broadband" support and calling usually results in you being transferred several times, as if nobody in the company actually knows who is responsible for what.

The second line tech team do seem rather good when you can reach them however, and don't try to fob you off in the same manner that Three do - for instance, by insisting on emptying the browser temporary files to try to resolve a connectivity issue when these things are clearly unrelated.

The only written means of contact appears to be a complaint form on their website. On using this, I received no reply whatsoever in relation to the issue I had.

Finally, EE uses CGNAT which limits the usefulness of the service. Things like YouTube TV (sync between your mobile and your TV) and sites behind paywalls or those with flood control detection simply do not work. So factor in the cost of a VPN in addition to the cost of the service, as you will require it.

I would recommend on the basis of the performance, but not on the basis of customer service, and would suggest not entering into any long term contract until the merger of Orange and T-Mobile is completed and the company can present cohesive and useful service and support levels.

Time With Provider:
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