Nick Lane, MD Sales & Service Operations
EE continues to deliver strong service to our customers and we’re focusing on helping our customers faster than ever before. When customers do have a problem, we’re making it easier to speak to us and resolving complaints first time as seen the recent annual Ofcom Service report.
We will continue to focus on delivering personal, brilliant service to our customers.
Our results from July to September 2025
Whether you call us about the latest smartphones or about your mobile bill, our Mobile Customer Care team will help you as quickly as possible.
156 seconds - average time to get through to us
| Date | Time |
|---|---|
| July - September (2025) | 156 seconds |
| April - June (2025) | 95 seconds |
| January - March (2025) | 58 seconds |
| October - December (2024) | 171 seconds |
From EE TV to taking your EE Broadband with you when you move house, our Home Support Team are working to provide you with the best possible support.
45 seconds - average time to get through to us
| Date | Time |
|---|---|
| July - September (2025) | 45 seconds |
| April - June (2025) | 59 seconds |
| January - March (2025) | 22 seconds |
| October - December (2024) | 83 seconds |
98% of engineer appointments attended on time
| Date | % |
|---|---|
| July - September (2025) | 98% |
| April - June (2025) | 97% |
| January - March (2025) | 97% |
| October - December (2024) | 97% |
95% connected to new service within 21 days of order
| Date | % |
|---|---|
| July - September (2025) | 95% |
| April - June (2025) | 90% |
| January - March (2025) | 87% |
| October - December (2024) | 90% |
We’re #1 for Broadband Customer Service
Our broadband customer service has been on a meteoric rise.
Independent research company Dynata conduct customer satisfaction surveys across the UK. When they asked how satisfied customers are with the quality of service offered by their broadband providers' contact centres, the results showed EE are #1 in the market… and we plan to keep it that way.
Our industry average is based on Ofcom’s Quality Service Comparison.
59% of complaints resolved in under 24 hours
| Date | % |
|---|---|
| July - September (2025) | 59% |
| April - June (2025) | 61% |
| January - March (2025) | 64% |
| October - December (2024) | 48% |
61% of complaints resolved in under 24 hours
| Date | % |
|---|---|
| July - September (2025) | 61% |
| April - June (2025) | 66% |
| January - March (2025) | 68% |
| October - December (2024) | 48% |