EE Broadband review: Is it any good?

EE offers a very sensible spread of speeds

EE's speed range starts sensibly at 150Mbps and goes all the way up to 1.6Gbps. The middle of the range is where most homes will be happiest: Enough speed for streaming, video calls, gaming, browsing and working from home without chasing a number you may never properly use.

The important point is that the router changes with the package. Packages up to 900Mbps use the Smart Hub 7 Plus, while EE's 1.6Gbps package uses the Smart Hub 7 Pro and WiFi Extender 7 Pro. So the right choice isn't just about speed. It may also define the router you get, and the Wi-Fi set-up you might actually need.

Choose your speed, then choose your 'plan'

EE makes you choose your package in two stages. First you pick the speed, from Full Fibre 150 through to 1.6Gbps where available. Then you choose the package tier of 'plan' around it. Because Core, Standard, Premium and Ultimate decide the router, Wi-Fi extras and security features you're going to get.

Core is the starting point, while the higher-tier plans are more about the rest of the home than they are raw speed. The 1.6Gbps package is EE showing off to some extent, but it's actually quite a bit more useful than some similar speeds from other providers on account of the actual router you get being able to send most of that speed over Wi-Fi.

Upload speeds are decent, but not evenly balanced

EE's upload speeds are decent enough for everyday use, and, counterintuitively, the lower speed packages are actually the best balanced. Full Fibre 150, for example, gives you 150Mbps down and 30Mbps up, which is a healthier chunk of the download speed than you'll see on the 1.6Gbps package. There it's 1.6Gbps down, 115Mbps up. Sure, it's faster, but the ratio's not as good.

That doesn't make the packages bad. It just means you shouldn't buy the fastest speed assuming it's best for sending large files, uploading video or backing up huge folders. Full Fibre 1.6Gbps has the fastest upload speed, but it's still going to struggle if you're an architect uploading gigantic files to a client server all day long.

EE is unusually good for gaming

EE is one of the few broadband providers that can back up its gaming claims with actual features. EE WiFi Optimiser includes Game Mode, which is designed to prioritise gaming traffic when your home connection is busy, and it also does a bunch of cool background stuff while you play, like geo-filtering and ping optimisation.

It's still not a specialist gaming router, so you don't get everything one of those might offer. But, compared with normal broadband provider fluff, EE has more going on here than most. Where it claims to be 'great for gaming' there's real substance behind that claim, unlike pretty much any other provider you'd care to name.

EE's 'Work Mode' is useful, but missing one important piece of the puzzle

EE Broadband should suit most people working from home pretty well. If your day is mainly email, documents, web apps, video calls and normal cloud tools, EE's Full Fibre packages should be fine, with the Smart Hub 7 Plus being more than enough for most tasks.

The thing to watch for, though, is upload speed and whether you're likely to need more of it. If your work involves big video files, CAD projects, constant cloud backups or other heavy uploads, you should look beyond the headline download number. EE's uploads are usable, but they don't match the download speeds. Work Mode is a useful extra too, because it prioritises calls and meetings when your connection is busy, but it falls short of offering device prioritisation, which would allow you to fully ring-fence your work computer.

Upgrading is simple, downgrading not so much

EE makes upgrades a breeze. You can move up to a faster package through the EE app by going to Manage, choosing Broadband, selecting Change Plan, and confirming the new package. It's literally a few clicks or taps and it's done. Note, though, that a faster package will likely cost more, could include different extras, or could put you onto a different 'plan' tier, so check the details before agreeing.

Moving down to a cheaper/slower package before your minimum term is a different story altogether, though. It'll require a phone call to EE, can mean early termination fees, and of course it'll affect your monthly price, extras and contract position. This is a pretty typical provider mentality. 'Sir/Madam, you want more, bigger, better? Step right up. You want less, smaller, cheaper? I'm afraid you'll need to speak to the manager'.

Joining EE without friction is about knowing what you want beforehand

EE’s joining process is not especially hard, but it does ask you to make two separate decisions. First, you check what your address can get and pick the speed. Then you choose the tier or 'plan' around that speed. Core, Standard, Premium and Ultimate all come with a different selection of extras included.

It's a bit sneaky, all told, because it means the price you might have seen advertised might not be the price of the package that's the best fit. Online sign-up is usually the simplest route if you know what you want, because you can see the package options together. EE also offers help through chat and over the phone, which is useful if you need to ask about installation, router options, Digital Home Phone or moving from BT, where there are special rules thanks to the two providers being essentially the same company.

Credit checks are not scary, but they are real

EE runs a proper, hard credit check when you apply, so your credit history will need to be in reasonably good order. EE says its search can stay on your credit file for 12 months. For most people it should be background admin, and not a problem.

If your credit history is somewhat chequered, however, you might get turned down or asked to pay up front. EE can ask for a security deposit, and the order may not go ahead at all if they're really not happy with the result. Also, EE doesn't offer its own social tariff, so if that's what you're after, they'll point you in the direction of BT Home Essentials.

EE has plenty of support for people switching from another provider

Switching is much easier than it used to be, because One Touch Switch means EE and your old provider handle the move between them. You order with EE, the switch is arranged, and the old service will stop when the new one starts.

You can even leave your old provider and switch to EE early thanks to EE's switching credit scheme. If your old provider charges early exit fees, EE says it can credit your EE account with up to £300, based on the lower of your termination charges or £300. The catch is that it's not cash upfront. You'll need your old provider’s final bill, you pay that provider first, then claim it back from EE once your new broadband is active, and it may be eked out across the length of your contract rather than dropped into your lap as a lump sum.

Moving home with EE is dead easy, so long as you can get the same package at your new address

EE’s moving home process is mainly about whether the package you're on currently is available at your new address. EE asks its existing customers to get in touch at least three weeks before moving, and to supply them with the new address and moving date so it can check availability, any specific installation needs, and whether your current package can continue as was.

Because it's not always going to be the case that your existing speed, service type, equipment or contract details carry over unchanged. Your new address may need an engineer visit, may not have the right fibre line, or may only be able to get a quite different service, such as having to move from Full Fibre to Standard Fibre or vice versa. Notify EE about your move early, read their confirmation properly, and don't assume the move is fully sorted until EE's confirmed everything.

Cancelling isn't like pulling teeth, but it'll take more than a couple of clicks

EE’s cancellation rules aren't outrageous, but they're not as simple as going online and clicking a 'cancel' button either. EE will need 30 days' notice, and you need to contact EE by phone. If you're switching and you're outside your contract term, though, cancellation is really as simple as just signing up to a new provider. You won't even need to tell EE.

If you've only just jumped in, the 14-day cooling-off period allows you to jump right out again if you've changed your mind. Beyond that, you'll be looking at some fairly hefty cancellation fees if you want out. You'll also need to return all of EE's routers and other gear within 60 days, or face a non-return fee.

Installation is familiar Openreach territory

EE’s Full Fibre installation is handled through the Openreach network, so for many homes the process is familiar: Book a visit, make sure someone's home, give the engineer access, and think in advance about where the fibre equipment and router should sensibly go. If you've already got Openreach Full Fibre installed, it's a lot simpler of course. EE will post you your router and you'll just need to plug it in on the day.

If you do need a new line installed, permissions matter too, especially if you rent, live in a flat or share access routes. EE is signed up to automatic compensation, so delayed activation and missed engineer appointments can mean account credits, but if you change plans too late or miss a visit yourself, charges can still apply. It works both ways.

EE's customer experience is good, with caveats

Ofcom's numbers are mostly kind to EE. Overall satisfaction is high, complaint handling has improved, while the latest call-wait figure is a bit of a painful anomaly compared to previous years. The core service experience is clearly working, and people who complain are now more likely to feel the issue was handled properly than they might've done a few years back.

That said, EE's complaints to Ofcom have jumped sharply upwards, while at the same time its Trustpilot score has improved massively thanks to a giant surge in reviews across the last 12 months or so. That's more likely thanks to active review-gathering than to an overnight service miracle. So the story isn't bad, it's just a bit weird. EE is clearly a good provider, but one with some noisy data around recent complaints and reviews.

EE offers a lot of ways to get in touch

EE doesn't want every tiny snag to result in a phone call, but it also doesn't hide its phone number the way some providers do. So, yeah, you get phone support, you get live chat, community help, account tools, app support, fault checks and accessibility support. That gives you several routes depending on whether you want a quick self-service answer or a person to deal with something messier.

The live fault tools are the standout part. EE's service-status checker can look for local issues, test your broadband and help separate a wider outage from a router or home-connection problem. Most of the time, it's going to be 'turn it off and on again' – and indeed, the call we made to EE's technical support for the purposes of this review was literally answered by a member of EE staff saying 'I'm resetting your equipment now'. First thing they said!

EE's routers are exceptionally good, especially the Pro

EE’s Smart Hub 7 Plus is hands down one of the best routers supplied by any major broadband provider, before you even get to EE’s top option, the Pro. You get Wi-Fi 7, 2.4GHz and 5GHz bands, beamforming, six antennas, five Ethernet ports and support for up to 100 devices. That’s plenty for browsing, streaming, working and gaming without paying for a more expensive router, either from EE or from a tech retailer.

With the Smart Hub 7 Pro, things get properly silly. It adds tri-band Wi-Fi, 6GHz support, eight antennas, up to 190 connected devices and five 2.5Gbps Ethernet ports. It makes most sense on 900Mbps and above, and it’s exactly right for EE’s 1.6Gbps package.

Whole-home Wi-Fi is good, but tied to your package

EE’s WiFi Extender is for rooms where the router signal starts to fade. It passes the Wi-Fi signal further into whatever corner of your house you need it to. If you get one, your main router doesn’t have to reach every back bedroom, office or awkward corner on its own. It won't make Wi-Fi faster across your whole home, but it will fix the dead spots.

EE WiFi Extenders aren’t included with every package, though. The Smart Hub 7 Plus pairs with the WiFi Extender 7 Plus, while the Smart Hub 7 Pro pairs with the WiFi Extender 7 Pro. Both are excellent, and which one you get will be determined ultimately by the speed of package you pick. Anything less than 1.6Gbps doesn't really need the Pro versions.

Range is very good, but your walls still matter

EE’s routers have very good range, but your home gets the final say. The Smart Hub 7 Plus has six antennas, while the Smart Hub 7 Pro has eight and adds 6GHz Wi-Fi for faster short-range connections. That’s serious business, but the router still has to push signal through brick, stone, mirrors, insulation, distance and whatever other weirdness your house might be hiding.

Range problems are usually home problems, not just router problems. Thick walls, old brick, stone, mirrors, insulation and distance can all hurt your Wi-Fi's ability to travel at speed. EE's answer is its WiFi Extender setup, especially where whole-home coverage matters more than raw speed.

EE is very good if you still use cables

The Smart Hub 7 Plus gives you three usable Gigabit LAN ports and one spare 2.5Gbps port once the ONT connection has used its own 2.5Gbps port. That’s enough for TVs, games consoles, desktop PCs, network switches and anything else that behaves better on a cable than on Wi-Fi.

The Smart Hub 7 Pro gives faster wired devices the ports they need. Once the ONT is connected, you still have four usable 2.5Gbps LAN ports. That suits a fast desktop PC, NAS, serious home office, wired switch or EE’s 1.6Gbps package. For gaming, big downloads and work devices, Ethernet is still the boring answer that works.

Router controls are good, but hardly nerd heaven

EE gives you the controls you’re likely to use day to day. You get app management, browser admin, parental controls, guest Wi-Fi, QoS, smart channel selection, security features, automatic updates, WPS and a physical reset button. The app handles simple jobs. The browser admin page gives you deeper settings when you need them.

EE doesn’t include per-device prioritisation or a physical Wi-Fi on/off button. If you want to give your work laptop or games console first dibs on the connection, that’s going to be frustrating. If you just want to change your Wi-Fi details, set up guest access, check connected devices and keep your network safe, EE lets you do it without turning its router page into the cockpit of a commercial passenger jet.

Using your own router is easy on EE

EE makes adding your own third-party router very easy, because the router EE sends you doesn’t have to be involved at all. The fibre line arrives at an ONT on your wall, and your own router connects to that via Ethernet. You’re not using the EE router as a modem. You’re directly replacing it.

Nine times out of ten, you wouldn’t bother adding your own router anyway, because the routers supplied by EE are simply fantastic. It makes sense if you already own a high-end mesh system, need specialist VPN, DNS, VLAN or firewall features, prefer different parental controls, or want your existing home network left alone. Once you make the swap, setup and troubleshooting are on you.

EE covers the essentials well, but there's a lot of good stuff behind a paywall

EE gives you plenty before you add paid extras. App controls, parental controls, guest Wi-Fi, router security and automatic firmware updates are all included as standard. 'Core' doesn’t feel like bare bones in desperate need of meat. It still gives you the broadband service, the Smart Hub 7 Plus or Pro, and EE’s personalised speed guarantee.

That said, EE does put some of the better stuff aside for those willing to pay a bit more. The EE WiFi Optimiser, Connectivity Backup, Norton Cyber Security, and the more advanced EE WiFi Extenders sit with Standard, Premium, or Ultimate. So the package that looks the cheapest isn’t necessarily going to offer the best value, depending of course on what you actually need.

EE’s annual rise is simple, visible and annoying

Firstly, we'll hand EE some credit here because at least the April increase is no longer hidden behind complex inflation maths. Secondly, we're going to snatch that credit back again because it's being forced to do it by Ofcom.

On all EE packages, your bill goes up by a fixed £4 a month every April. You know that before you sign up, which makes it much easier to understand than the old percentage-plus-inflation approach.

Clearer doesn’t mean cheaper, though. If you take a 24-month deal, year two will cost you £48 more (for the whole year) than year one. And that's before you factor add-ons, extras or package changes. So the checkout price is only the opening number. The real price is what you’ll actually pay across the full minimum term. We do wish providers would just stop all this nonsense and just have fixed-price contracts. We can dream, can't we?

EE’s add-ons are worth checking out, but think carefully about what you need

EE’s checkout price is not always the real price you'll end up paying, because some useful extras sit behind upgrades or add-ons. The premium router option is the big one. EE’s top router is genuinely better, not just a shinier version of the same thing, but it only makes any sort of sense on packages of 900Mbps or higher.

Cyber Security depends on whether you actually want Norton-powered protection – and you should trust us when we tell you you probably don't. EE doesn’t offer a static IP on normal home broadband either, so there’s no point hunting for one at checkout. Pick your package first, then add only the extras that solve a real problem.

EE’s rollover trap is milder than most, but it is still a trap

EE looks better than many rivals when your minimum term ends. Your bill doesn’t suddenly rocket onto a standard tariff that looks like punishment for forgetting a date. EE says the out-of-contract rise is capped at £4 a month, so the rollover sting is smaller and easier to predict.

Doing nothing still usually means paying more than you need to. EE has to warn you before the minimum term ends, but that warning is your cue to move, not background noise for the recycling bin. Check EE’s renewal price against its current new-customer deals, then compare it with other providers too. If EE offers you a better deal, fine. If it doesn’t, a capped increase is still money you don’t need to hand over. EE isn’t being outrageous here. It really isn’t. But letting any broadband contract roll on quietly is rarely the cheapest way to stay connected.

EE’s guarantees have real substance

EE gives you a personalised minimum-speed promise before you sign up. That beats the broadband habit of waving the word ‘fast’ around and hoping nobody asks for a number. EE is also signed up to Ofcom’s speed code, so below-guarantee speeds to your hub have to be investigated, not shrugged off.

If EE doesn’t fix a qualifying speed fault within 30 days, you get the right to leave without an early exit fee. Some premium packages add a Wi-Fi guarantee too, with up to £100 if checks still show weak coverage inside your home.

EE’s bundled routers are unusually good value

Most providers treat the included router like a cost-cutting exercise. EE does not. The Smart Hub 7 Plus is one of the best routers supplied by any major broadband provider, with Wi-Fi 7, app controls, parental controls, security features and enough wired ports for whoever needs it. It doesn't behave like a free router at all.

The Smart Hub 7 Pro is where the value gets a bit silly. It adds tri-band Wi-Fi, 6GHz support, more antennas and far better wired connectivity. Most people get the Plus, which is already excellent. The Pro is reserved for 1.6Gbps or sold as an upgrade, which is exactly where it belongs. If you want to match the specs of the Pro with a router you bought yourself, you're going to be spending hundreds.

EE broadband contracts are straightforward, but still a long commitment

EE broadband contracts are 24 months long, or 12 months if you're willing to pay quite a bit more. So this is a proper fixed-term commitment, not a rolling monthly thing you leave whenever the mood changes. The service keeps going after the minimum term too. It only stops if you cancel, switch or agree a new deal.

EE is kinder than many providers when the contract ends, because it doesn’t shove you onto a monstrous 'standard tariff'. Rolling on still isn’t the clever move. You risk paying more than a new customer, missing a better package or accepting a renewal that starts a fresh minimum term. The trap isn’t the rollover itself. It’s sleepwalking into the next one.

EE's April price rise rules aren't the whole story

EE's annual rise is easy to understand at least. Your bill goes up by £4 a month each April. That' i's much better than the old inflation-linked guesswork, because you can see the increase before you sign up.

The problem is that the April rise is not the only way your bill can move upwards. Add-ons, extras, paper billing, missed payments, non-returned equipment and package changes can all affect what you pay. EE can also change charges for wider business, legal or regulatory reasons. So the annual rise is clear, but it doesn't mean every cost is frozen.

EE's early exit fee is less brutal than most, but still worth avoiding

EE’s early termination charge starts with the months left in your minimum term, but it isn’t just every remaining bill added together as it is with some providers. EE starts with the remaining charges, removes VAT, deducts the costs it saves because you’re leaving, takes off another 1%, then adds VAT back on. It usually works out you'll be paying around 30% of the your bill for however months remain when you leave.

So yes, EE is much fairer than providers that chase the whole remaining contract value, but it still isn’t free. Leave with a lot of months left and it could still be a substantial sum. The only ways to avoid these fees are the cooling-off period, serious faults that can't be fixed, qualifying service issues or a home move where EE can’t provide your existing package at your new address.

EE's speed guarantee exists, but it's a bit vague

EE gives you a minimum speed guarantee, but the main terms don’t print one simple headline percentage for every package. The useful number sits in your order confirmation, bill or EE app. That makes the guarantee harder to judge quickly, which is daft when the whole point is reassurance.

If your speed or service keeps falling short, EE says you need to report the fault and let it assess the problem. Repeated or consistently poor service opens the door to leaving without an early termination charge. Useful protection, yes. Lovely wording, absolutely not.

EE is clear that the router is not yours

EE makes the ownership point very clear. The router and any other loaned equipment remain EE’s property. You have to return the equipment when your service ends, keep it in reasonable condition and understand that paying a non-return charge doesn’t turn it into your property either. That's unusually plain for broadband-contract small print.

EE states the deadlines, but not the full returns choreography. If you cancel during the cooling-off period, the equipment has to go back within 14 days. If the service ends later, the 60-day clock is the one to watch. Don’t bin it, sell it, ignore it or assume an old EE router is yours to keep.

EE's hidden catches are mostly normal, but still worth watching out for

EE’s contract is mostly normal broadband small print, not a trapdoor disguised as a PDF. You’ll find charges for paper bills, late or failed payments, reconnection, installation visits, missed appointments, service changes, damaged equipment and equipment that doesn’t come back. There are also residential-use rules, misuse rules, network-management powers and broad rights to change services, equipment or charges.

Normal doesn’t mean harmless, though. The safeguards are boring because they work. Pay by Direct Debit, keep your contact details current, sort installation access early, ask before changing your package, return the router and any other loaned equipment at the end, and keep confirmations, return receipts and final-bill proof until everything is settled.