topic Re: Unable to use 4G in Germany in Mobile Services

Unable to use 4G in Germany

Rachelhannah15 — Thu, 11 May 2023 07:13:18 GMT

Good morning, I am unable to use my 4G whilst serving over in Germany with the Army.
Everyone else appears to be able to use their phone continuously. However, mine will not pick up signal 97% of the time. I am paying £2.29 a day to use my contract as normal out here, so obviously I am not happy about this at all.

Re: Unable to use 4G in Germany

Leanne_T — Thu, 11 May 2023 09:32:04 GMT

Hi @Rachelhannah15

Thanks for coming here.

Have you tried manually connecting to another network in Germany?

You will only be charged when you use your allowance when roaming.

Speak soon 🙂

Leanne.

Re: Unable to use 4G in Germany

mailjackhorrey — Thu, 11 May 2023 11:48:44 GMT

I’m sorry to hear you are having problems. I regularly experience this on EE in Germany. Are you using manual network selection?
o2 is the only network where you can get 4G although it’s useless and the signal is bad. My phone latches into Vodafone, great signal but restricted to E (2G). EE staff will tell you fairy tales that they can’t control it, but Three and Vodafone UK give a Vodafone.de connection on 4G or 5G.

My advice would be to manually connect to o2 and you will get data where you have reception.

This level of service is unacceptable. I made a formal complaint and they do nothing so I’m raising a complaint with the Ombudsman.

Re: Unable to use 4G in Germany

Chris_B — Thu, 11 May 2023 12:47:53 GMT

@mailjackhorrey Better complained to the roaming network as EE don’t control that network they only have an agreement with that network that allows you to use your device when connected to that network. Ofcom will not do anything about this it’s not EEs network when you are abroad.

Re: Unable to use 4G in Germany

mailjackhorrey — Thu, 11 May 2023 13:53:01 GMT

Hi Chris, I would respectfully beg to differ on this one. As a general rule, it seems that the EE customer service department, and executive office have very limited knowledge on this subject.

Blaming the foreign networks is what I would describe as a copout.

I simply put it to you like this, you have Three UK, Vodafone UK and EE. All networks offer a roaming connection to Vodafone.De.
On my three Sim card, I get 4G with Vodafone. Vodafone UK offers 5G. EE only offer E.

if you search this forum, you’ll see, it’s riddled with complaints where people have said the same thing. EE are restricting the roaming service of their customers, so I would gently suggest that the blame falls with EE not for foreign network.

Re: Unable to use 4G in Germany

bristolian — Thu, 11 May 2023 16:37:25 GMT

The Ombudsman is unlikely to have any influence over technical or commercial issues, if those are the reason for the network selections.