topic Re: EE Customer Service in Mobile Network discussions

EE Customer Service

AyyEmm — Sat, 09 Dec 2023 21:34:40 GMT

I have never had such a terrible customer service experience. Not only is the 5G in my area absolutely terrible the customer service is worse. I've been trying to talk to someone using the apps message feature for over 6 hours. Instead of helping me resolve my issue the people just disconnect randomly and divert me to another advisor. This process has taken a total of 7 hours so far and I am still in the same situation as before. Their excuse is were are very busy. Being busy doesn't mean just disconnecting and making me wait for more hours! Please sort out this issue. Don't divert to an advisor who is finishing their shift for them to disappear and connect you to the next advisor which takes more hours. Waste of my whole day!

Re: EE Customer Service

Northerner — Sat, 09 Dec 2023 21:56:23 GMT

Hi @AyyEmm

Why did you not call and speak to someone. It would be quicker.

Thanks

Re: EE Customer Service

AyyEmm — Sat, 09 Dec 2023 22:08:19 GMT

Reason I didn't call is because I was very busy today. I didn't have time to be on a call for an hour waiting. I didn't think think they would make a long time customer wait all day, only to then disconnect every time without resolution. They say they are so busy like the customers are not busy with their own lives and expect them to wait all day for a 2 minute job.

Re: EE Customer Service

AyyEmm — Sat, 09 Dec 2023 23:11:53 GMT

Seems they have this problem everywhere. I also got the excuse of 'dead masts' or a 'degraded mast' with little information of when this issue will be resolved. I am from Birmingham B20 area.

Re: EE Customer Service

bristolian — Sun, 10 Dec 2023 00:30:15 GMT

5G is in relative infancy and you should always fallback to EE's expansive 4G service anytime it's not available. Is that not happening?

Re: EE Customer Service

James_B — Sun, 10 Dec 2023 07:54:02 GMT

Hi @AyyEmm,

Welcome to the EE Community. 🙂

I'm sorry to hear there is a signal problem in your area.

Does the network status checker give an indication of when the issue will be resolved?

James

Re: EE Customer Service

AyyEmm — Sun, 10 Dec 2023 08:30:02 GMT

I shouldn't need to because the service I am paying for is 5g. Although it does fall back to 4g constantly, it appears that it is very slow. I can't even watch a normal YouTube video without it buffering.

Re: EE Customer Service

AyyEmm — Sun, 10 Dec 2023 08:31:39 GMT

No the network status checker simply tells me that I will not get coverage indoors or it will be weak. I've had this problem for almost a year.

Re: EE Customer Service

bristolian — Sun, 10 Dec 2023 08:34:48 GMT

You pay for access to EE's network by whatever "G" is available, there's no separate breakdown of a 5G charge.

If 4G data is excessively slow, that should be investigated. Is this across multiple locations? To help eliminate a local coverage issue.

Re: EE Customer Service

AyyEmm — Sun, 10 Dec 2023 10:05:56 GMT

I pay for what was promoted to me at the time as fast 5g in my area. Then 2 months into my contract 'the masts degraded'. If I knew about this at the time I would have opted for something cheaper or a different provider whose 5g actually works in my area. The 4g varies with speed. At times it is better than the 5g I hardly get and other times it is unusable. It is mostly just in my area.