topic Re: Urgent: Ongoing Network Issues and Request for Resolution Please in Mobile Network discussions

Urgent: Ongoing Network Issues and Request for Resolution Please

Ericgw — Wed, 29 May 2024 10:30:27 GMT

please Help!!
the recent months have been extremely frustrating due to severe network problems. The issues I have been facing include:

Poor call quality, where I can only hear every other word.

Frequent loss of internet connectivity.

Complete loss of signal intermittently.

Over the last five months, I have contacted your technical support team numerous times and reported these issues extensively. The steps I have taken, based on the recommendations from your team, include:

Restarting my phone multiple times.

Replacing my SIM card with a new one.

Trying a different phone to see if the issue persists.

Resetting the network settings on my device.

Testing in various areas to check for signal issues.

Ensuring my phone and settings are up to date.

Despite these efforts, the problems remain unresolved. It is clear that the issue is not with my phone, as the same problems occur with a different device. This situation has significantly impacted my ability to use the service for which I am paying full price every month.

Re: Urgent: Ongoing Network Issues and Request for Resolution Please

Katie_B — Wed, 29 May 2024 12:23:15 GMT

Good afternoon @Ericgw.

Thanks for coming here.

Have our customer care team confirmed there is issues within the area?

When you search your area using the Status Checker does any information show?

Are you able to use your phone in other areas OK?

Katie

Re: Urgent: Ongoing Network Issues and Request for Resolution Please

Ericgw — Wed, 29 May 2024 17:57:40 GMT

Hi @Katie_B,

I travel over a large area for work, and the problem is not confined to one area—it's very random. I frequently lose data and experience poor call quality or complete disconnection. I often have to toggle flight mode, reset networks, or wait for the connection to return. During calls, I only hear every other word spoken. I know other individuals in the same area with no issues at all. Despite multiple troubleshooting attempts, including input from the Level 2 Tech team, no one can identify the problem. Shockingly, the Tech 2 team suggested I up my price plan! I was actually looking for a reduction in price until this is resolved.

Thanks,
Eric

Re: Urgent: Ongoing Network Issues and Request for Resolution Please

bristolian — Wed, 29 May 2024 18:34:04 GMT

The response from the "Level 2" team is sadly not a surprise to me.

You mention knowing other EE users who have no issues in the same areas you do. I would suggest a 2way SIM-swap next.

A known working SIM in your phone - what result?

Your SIM in a known working phone - what result?

Poor call quality, dropped calls and issues with mobile data would all be symptoms of poor coverage - solve this and the rest follows. The SIM-swap is a real-world test of whether your phone is the source of the problems, or your SIM/account is.