10-04-2013 06:46 PM
First off, I'm a new user to this forum, so bear with me while I get acclimatized..!
Before I detail my journey so far, can I first emphasize that I do not work for EE or TMUK or OUK - (although I used to !) - this is intended as a view from an average user.
Ok, so I have had an EE phone for about 3 weeks now, I took the option to 'Swap To EE' by swapping out my TMUK GS3 & contract for an 24 month EE contract (with the additional roaming option) with an iPhone 5 (32Gb). The 'swap' process itself went very smoothly, I took the GS3 into the EE store (ex T-Mobile) said what I was after, no issues, they understood what was needed. They didn't have a 32Gb iPhone 5 in stock, the girlie there went down to the ex-Orange store to pick one up. They even price matched to a lower cost for the iPhone to match what Orange were offering.
The MSISDN switch switch was done in-store, and within 15mins my old T-Mobile sim number had gone, and moved to the new EE sim. I left the store with a new phone and working sim.
My experience so far has generally been good. I have a great phone, which compared to my older iPhone 4 is a marked improvement, and also I think a slight improvement on Samsung GS3......on the plus side I have activated visual voicemail and full diverts, although a number retail stores i visited querying visual voicemail had never heard of it !! - I was rescued by an Apple store who were spot on !
Although I don't live in 4G coverage, when I've traveled to areas with it I've found the coverage good and speeds, although variable, pretty good - I've even managed a download speed of over 45Mb/s !!
3G coverage has been good, bearing in mind the consolidated TMUK / OUK 3G network access - much more widespread 3G coverage than I experienced with either O2 or Vodafone. Data rates on 3G were also reasonable to good, although did drop during busy periods.
My only minor gripes are: customer service, generally very helpful, polite & professional and happy to assist - however the information they gave / had was far from being satisfactory - I could speak to say 3 different CSA's and i would get 3 completely different answers...then look on the EE website and get a fourth..!! I appreciate all the changes going on in EE - but accurate information and common story are vital...
Network - as said, generally very good, however, on a number of occasions my phone drops in signal, from say 3 bars to 1 - then drops to No Network - and then within 30 seconds jumps back to 5 bars...I think this maybe related to the Idle-Mode Reselection between the two PLMN codes - so as soon as this is consolidated this should improve..
Hope this helps in some way - happy to discuss further if needed..!
10-04-2013 08:47 PM
Hi Vanguard! Welcome to the community.
I'm Joe, the EE Community manager - I'm sure some regular users will come & say "Hi" too.
Thanks so much for your feedback here, its really important to us so we're massively appreciative you taking the time to do this.
Sounds like you've had similar gripes to a few other customers; rest assured we're working hard behind the scenes to make sure everything runs as smoothly and as helpfully as possible.
I look forward to hearing more about your EE experience, keep us updated!
10-04-2013 10:49 PM - edited 10-04-2013 10:51 PM
Nice to see a positive post. Pretty much the same as my switch from T-Mobile to 4GEE.
Touch wood, I've not experienced any network issues round here in East Lancashire even though 4G is rapidly been rolled out round here at the minute. Even before that, the EE 3G network has always been great round here.
My only minor gripe is why it's taking EE so long to upgrade Orange masts as so far it appears only T-Mobile masts are getting 4G and/or DC 3G upgrades. When I'm at home, as the Orange mast is fractionally closer, I usually end up on that, whilst it is 3G, it's much slower than the recently upgraded DC 3G T-Mobile mast in the same town.
I'd read that EE4G handsets will 'prefer' T-Mobile masts over Orange ones but in my experience, that's not the case.
10-04-2013 11:25 PM
13-04-2013 03:56 AM
13-04-2013 12:19 PM
14-04-2013 07:26 AM
EE customer service have outdone themselves, apparently my number has now been reallocated to another person. However EE are not "unduly worried" as this will sort itself out apparently! The saga continues...
15-04-2013 10:47 AM
We do treat both negative and positive feedback equally - sometimes it takes us longer to respond to negative conversation as I'll be trying my best to resolve it behind the scenes.
Afropuff - if you'd like to drop me a direct message I can look into your problem for you?
15-04-2013 01:04 PM
08-10-2013 10:00 PM
CS is poor it's that simple. The "straight to voicemail" ,"Ghost messages" or "content lock" problems still randomly occur on 4G but less frequently now.