topic Re: Phone keeps cutting off in Burnley, Lancs in Mobile Network discussions

Phone keeps cutting off in Burnley, Lancs

vivpass — Fri, 17 Mar 2023 17:41:58 GMT

My phone keeps cutting off mid call, or people can't hear me. I went to the EE shop and was told it wasn't my phone, it was a local network problem. A mast on a building needed fixing and the building owner wouldn't give access. That was weeks ago and it is still happening. Does anyone else have this problem?

Re: Phone keeps cutting off in Burnley, Lancs

bristolian — Fri, 17 Mar 2023 17:46:50 GMT

Are you having this problem in all locations, or just particular ones?

Known network issues re listed under "check status" on https://coverage.ee.co.uk/coverage/ee

Re: Phone keeps cutting off in Burnley, Lancs

vivpass — Fri, 17 Mar 2023 18:18:38 GMT

I have checked and no issues listed. Just when in Burnley.

Re: Phone keeps cutting off in Burnley, Lancs

Leanne_T — Fri, 17 Mar 2023 20:01:21 GMT

Hi @vivpass

Thanks for coming here.

If there are no reported problems in the area, please report this on the network status checker and our network team will get the area looked into and keep you updated.

Leanne.

Re: Phone keeps cutting off in Burnley, Lancs

vivpass — Fri, 17 Mar 2023 21:10:45 GMT

Thank you Leanne,

I checked again (problems not coverage checker) and there is a reported problem, which should be resolved within 16 hours. I will check again tomorrow, but I haven't been able to make one phone call in many weeks recently, when I haven't been cut off at least once.

Re: Phone keeps cutting off in Burnley, Lancs

Leanne_T — Sat, 18 Mar 2023 07:33:12 GMT

Hi @vivpass

If you are still experiencing signal issues after the problem is showing as fixed, please contact us and our tech gurus will get this investigated for you.

Leanne 🙂

Re: Phone keeps cutting off in Burnley, Lancs

vivpass — Sat, 18 Mar 2023 09:25:36 GMT

Thank you Leanne, the status checker still says we should have a good service within 16 hours. It said within 16 hours, when I looked 12 hours ago. I will check later.

It has been going on for weeks, ok when talking to friends and family as can keep ringing them back. It's impossible if ringing an organisation going through a call centre and it repeatedly cuts off, so having to use the landline, which is expensive.

Not a happy EE customer at the moment.

Re: Phone keeps cutting off in Burnley, Lancs

bristolian — Sat, 18 Mar 2023 09:34:41 GMT

Are you able to use WiFi-calling as both a diagnostic test, and also potentially a short-term workaround?

If you're using an Android phone, you can often set WiFi-calling to either WiFi-preferred or mobile-preferred.

Re: Phone keeps cutting off in Burnley, Lancs

vivpass — Sat, 18 Mar 2023 09:58:15 GMT

Thank you Bristolian, I have set wifi calling, hoping there are no fees. I will try calls on this setting.

Viv

Re: Phone keeps cutting off in Burnley, Lancs

Leanne_T — Sat, 18 Mar 2023 11:32:32 GMT

Hi @vivpass

Your existing call and text charges are the same when you use WiFi Calling. Calls and texts still come from any allowances or packs you may have.

Hope this helps 🙂

Leanne.

Re: Phone keeps cutting off in Burnley, Lancs

vivpass — Sun, 19 Mar 2023 08:19:16 GMT

Thank you @Leanne_T and @bristolian for your help so far. The status checker still shows a problem and a good service should be expected within 16 hours. This is the same status as yesterday. I will check again tomorrow, but I am guessing this has been the same message for weeks now.

@Leanne_T you said to contact you via the link if I still have a problem when showing as fixed, but what should I do if this 'good service expected in 16 hours' continues? I can't report a problem as already acknowledged and can't find a way to report this ongoing '16 hrs' other than here.

Appreciate your help.

Viv

Re: Phone keeps cutting off in Burnley, Lancs

Leanne_T — Sun, 19 Mar 2023 08:23:04 GMT

Hi @vivpass

You can get in touch with our tech gurus who can check the area and give you an update on the work required. Some issues may take time to resolve, if you have registered for updates on the coverage checker, the network team will keep you updated, or get in touch and the team will give you further information.

Leanne 🙂