topic Re: Poor mobile signal. in Mobile Network discussions

Poor mobile signal.

TSingh97 — Mon, 20 Feb 2023 10:08:45 GMT

Hi,

I have been with EE for a good 10 years now. I have recently been having issues with signal since I have upgraded my sim only contract in December 2022. I have told EE about the problem within the first 2-3 days of upgrading and I did not get any help. I have asked for the contract to be cancelled as it does not meet the expectation. I was promised that it would but It did not. I have then been experiencing poor signal where I can not load and emails or browse the web or even go on social media. I have poor signal when coming to calls and I now use my phone as a work phone which will be a problem. I have contact EE multiple times through the phone, in person at a store and even in their online chat and all I got was solutions that I have already tried and does not work. I just want to cancel this contract as it is starting to become a pain and a liability.

Re: Poor mobile signal.

Christopher_G — Mon, 20 Feb 2023 12:16:32 GMT

Hi @TSingh97

Welcome to the community.

Have you checked to see if we're aware of an issue in your area? You can check for, and report problems on our coverage checker by popping your post code in and hitting 'check status'.

If you would like to discuss cancelling your contract, I'd recommend speaking to our Mobile Care team again.

Chris

Re: Poor mobile signal.

TSingh97 — Mon, 20 Feb 2023 13:17:44 GMT

Hi Christopher,

I have checked the signal in my area and it says it is fine. But the issue is not with the area I am in. The issue occurs randomly for one instance was today on my way to work. Could not use my phone to check to bus time as it just stopped working. It displayed 4G with full signal bars but it just did not work. I have discussed this issue with EE before and they have told me the same thing and I have said the same thing. It’s just a recurring thing where I am given a quick solution which I have tried before and it does not work.

Re: Poor mobile signal.

bristolian — Mon, 20 Feb 2023 13:22:06 GMT

@TSingh97 wrote:

It displayed 4G with full signal bars but it just did not work.

Can you explain how it didn't work?

There may be a fault with your phone.

Re: Poor mobile signal.

TSingh97 — Mon, 20 Feb 2023 13:55:54 GMT

Hi Bristolian,

The issue has occurred when I upgraded my sim only contract in December 2022. I am having poor signalling issue. I am sure it is not my phone as I have been using the phone for a year and it has been working fine. It is a recurring thing now, where I would open my emails and i would refresh or open my emails and it would not load. I would open up safari and load a page and it would not load. I would open Snapchat or Instagram and it would not load the video. This is all happening while it says 4G and I’m on 4 bars of signal. This has been happening since I got the upgrade and I’m different areas of London with good EE signal. I don’t need this now, it has been a frustrating start of the year and I need this to end.

Re: Poor mobile signal.

James_B — Mon, 20 Feb 2023 15:26:13 GMT

Hi @TSingh97,

Our Technical Support Team will be happy to take a detailed look at this issue if you get in touch.

James

Re: Poor mobile signal.

TSingh97 — Mon, 20 Feb 2023 15:37:22 GMT

Hi James,

That would be great but I have spoken to nearly every department and I am tired of having to keep contacting someone to help me. Just today I was on a chat with an EE representative and they couldn’t not help me because the name on the account was wrong even though I am the account holder and my name which I have been giving to get them to see my account is no longer the account name. It has somehow changed to my nickname which I have not mentioned to any of the staff once. They have changed it without my permission and now I they can’t log in to my account to help. I am advised to in store and I will try as I am currently busy with work and personal stuff. It is out of hand when I have been with EE for a long time and I am not treated well.

Re: Poor mobile signal.

James_B — Tue, 21 Feb 2023 07:48:15 GMT

Hi @TSingh97,

I'm sorry to hear this wasn't resolved when you last called. Do you know if Technical Support raised a ticket for your issue?

James

Re: Poor mobile signal.

TSingh97 — Mon, 20 Feb 2023 16:26:36 GMT

Hi James,

It is not your fault. No they did not raise a ticket for the incident because of the account holder name changed without my permission and they could not do anything to help me.

Re: Poor mobile signal.

Christopher_G — Mon, 20 Feb 2023 17:38:43 GMT

When was the account holder changed, @TSingh97.

We would need to speak to both the previous and new account holders if you were to change.

Chris

Re: Poor mobile signal.

TSingh97 — Mon, 20 Feb 2023 19:23:37 GMT

Hi Christopher,

I don’t know when or how it changed. There is no previous account holder. I am the only account holder. For some reason a staff member at EE has changed it because of my username The account holder name has always been my full name. That is what I am confused on and I was never told this. I gave my full name to a EE representative and they said to me that is not the account holder name. Which does not make sense to me because I never changed.

Re: Poor mobile signal.

Leanne_T — Tue, 21 Feb 2023 07:54:11 GMT

Hi @TSingh97

Did the team ask you to visit an EE store with photo ID to verify the account?

Leanne.

Re: Poor mobile signal.

TSingh97 — Tue, 21 Feb 2023 09:07:23 GMT

Hi Leanne,

yes the team did advise to visit a store with photo ID. It is ridiculous as it’s an extra thing I will have to do. It is difficult to go to a store and visit under my circumstances or work and taking care of relatives. My main issues I’m trying to come across is that I am not happy with the service I am paying for especially when everything is very expensive. I am also not happy with the fact that the account holder name has changed without my knowledge. I don’t want any excuse or a quick fix. I just need to leave EE as I am not being treated fairly.

Re: Poor mobile signal.

Leanne_T — Tue, 21 Feb 2023 09:33:22 GMT

Hi @TSingh97

I am very sorry to hear this and understand your frustration. To access the account and get this looked into we would need to verify the account first, if you are unable to visit the store you can send this via post. If you call us again the team will be able to give you the information needed including the address and options to get this sorted.

Leanne.

Re: Poor mobile signal.

bristolian — Tue, 21 Feb 2023 18:17:27 GMT

@TSingh97 wrote:

This has been happening since I got the upgrade and I’m different areas of London with good EE signal

Do you know of anyone else who uses EE locally - friends or relatives? If so - do they have similar problems?

I suspect your phone may have a fault, if this problem has only happened since you upgraded.