topic Re: Lack of Phone and Internet service in Mobile Network discussions

Lack of Phone and Internet service

SteveNick — Fri, 24 Feb 2023 11:45:51 GMT

I use the service checker for my location and it tells me the service is excellent when in fact it is not . I am getting messages from EE about problems in my area but it's going on forever. What is the answer .

Re: Lack of Phone and Internet service

Chris_B — Fri, 24 Feb 2023 12:02:00 GMT

@SteveNick Did you click the check status tab ? Clicking the check coverage tab is a guide of the coverage in that area. You need to click the check status tab as you will see if there is an issue in that area..

if there is an issue in that area you can always use Wi-Fi calling if possible.

Re: Lack of Phone and Internet service

bristolian — Fri, 24 Feb 2023 12:03:01 GMT

What service problems are you having with using your phone?

Re: Lack of Phone and Internet service

SteveNick — Fri, 24 Feb 2023 12:07:01 GMT

Thanks Chris .

It does confirm there are problems .No comfort though ,it has been going on since before Xmas.Its far worse for my son who relies on his phone for Internet services which are down now for several weeks .

Steve

Re: Lack of Phone and Internet service

Leanne_T — Fri, 24 Feb 2023 12:16:03 GMT

Hi @SteveNick

Thanks for coming to the community.

If you would like more information on the service problem in the area, please call us on either 150 from an EE phone or 0800 079 8586 from any other phone.

Leanne.

Re: Lack of Phone and Internet service

SteveNick — Fri, 24 Feb 2023 12:18:47 GMT

Phone calls failing mid call and people not hearing me when I hear them, until I move about the house .

My son ,who has a family contract that I pay for has his internet service dropping out more than in since Xmas .East Lancs seems to be an EE dead zone at the moment . So frustrating because I recommended EE to him .

Steve

Re: Lack of Phone and Internet service

bristolian — Fri, 24 Feb 2023 12:42:00 GMT

Dropped calls and audio dropouts when in poor coverage, I have experienced myself since a while now.

I have my suspicions as to the cause, but I can only suggest reporting these - initially via the status checker then via CS. It may require some patience and persistence.

Re: Lack of Phone and Internet service

SteveNick — Fri, 24 Feb 2023 14:22:49 GMT

In the last 3 months my sons phone contract ,on my account , has had NO service for 20 days and variable service for 12 days .

Does this constitute a breach of contract on the part of EE and allow me to cancel the contract without penalty payments ? 9 months left on the contract .

Re: Lack of Phone and Internet service

WS1995 — Fri, 24 Feb 2023 15:10:45 GMT

I'm far from an expert, but usually in this situation it wouldn't justify the contract being cancelled, but you'd be eligible for compensation in the form of a reduction to the bill. Most companies operate a policy whereby if you have no service consistently for x number of days you are entitled a reduction.

For example our Virgin Media broadband at home is that if we lose all service for 3 days or longer, we are eligible for compensation of £7 a day. This is usually deducted from the bill.

Have you tried speaking to EE Customer services?

Is the phone contract a sim only or was the phone included?

What's the contract length?

Re: Lack of Phone and Internet service

SteveNick — Fri, 24 Feb 2023 15:27:53 GMT

Thanks

Sim only 12 months. He moved to a rental in 2022 on a 6mths term so didn't want to go down the route of wired broadband . At the time his neighbours recommended EEand I was an EE customer so we did a 1 month PAYG which was fine then opted for Monthly for the savings .

Steve

Re: Lack of Phone and Internet service

Christopher_G — Fri, 24 Feb 2023 17:21:29 GMT

Hi @SteveNick

Have you discussed the problems with our technical support team? Have they managed to find out what the cause is/was?

Chris

Re: Lack of Phone and Internet service

SteveNick — Sat, 25 Feb 2023 08:27:03 GMT

Yes I spent over an hour on the phone yesterday. Could not get a timescale for the resolution of the problem ,the whole town has varying issues so its something significant. Cannot get out of the contract ! .Have had the lost time compensated for by refund .my son has now got a Giff Gaff PAYG Sim only plan to get him back online .

Overall , not satisfactory

Steve

Re: Lack of Phone and Internet service

SteveNick — Sat, 25 Feb 2023 08:32:33 GMT

Thanks for the advice.

Got a refund for the lost time but can't get out of the contract . No resolution of the issue in sight !!!

Steve

Re: Lack of Phone and Internet service

James_B — Sat, 25 Feb 2023 09:46:59 GMT

Hi @SteveNick,

As our network team are still working on the problem in your area, I'd recommend registering for updates with the Network Status Checker (select the 'check status' option to get started) so we can keep you in the loop.

James

Re: Lack of Phone and Internet service

bristolian — Sat, 25 Feb 2023 10:14:05 GMT

Legally, T&Cs of all network operators allow for faults and transitory losses of service, on the basis they are resolved as soon as practically possible. Rarely are such outages the basis for individual contracts to be cancelled, as 24x7x365 service is never guaranteed.

The symptoms you mentioned originally in the thread are similar to that which I, and some relatives, have experienced across multiple EE lines for many months now. I have my suspicions as to the cause, but reporting it has required much patience & persistence. If my suspicions are correct, this will steadily improve over time.