topic Re: We have no signal for 2.5 days ! in Mobile Network discussions

We have no signal for 2.5 days !

rufford155 — Tue, 04 Jun 2024 07:15:20 GMT

Mobile status says upgrade work is ongoing - although coverage check reports excellent ! Confusing or what ?

Not sure if 2.5 days is from start of work or from now when I checked status - also confusing.

Would be better to state date/time of expected completion.

Followed the instructions for wifi calling on my Samsung A13 but the option doesn't exist !!!!

Do I get a refund for no service ?

And why the heck don't they warn us beforehand ?

Absolutely awful customer service.

Re: We have no signal for 2.5 days !

rufford155 — Tue, 04 Jun 2024 07:07:15 GMT

Followed the instructions for wifi calling on my Samsung A13 but the option doesn't exist !!!!

So no signal for 2.5 days due to upgrade work.

Do I get a refund for no service ?

And why the heck don't they warn us beforehand ?

Absolutely awful customer service.

Re: We have no signal for 2.5 days !

chistery — Tue, 04 Jun 2024 07:13:41 GMT

On Samsung phones, wifi calling is usually hidden away in the Samsung Phone app settings.

Re: We have no signal for 2.5 days !

bristolian — Tue, 04 Jun 2024 07:15:49 GMT

@rufford155 wrote:

And why the heck don't they warn us beforehand ?

You can register upto 5 UK postcodes with the "My places" facility on the coverage tool, and get updates on both planned & unplanned outages in them.

Re: We have no signal for 2.5 days !

rufford155 — Tue, 04 Jun 2024 07:36:47 GMT

So the EE instructions are wrong ?????

Sorry, clicked solution by mistake, not looked again yet.

Re: We have no signal for 2.5 days !

rufford155 — Tue, 04 Jun 2024 07:38:51 GMT

How is anyone supposed to know that ?

Why don't they send a warning text message ? Not rocket science is it ?

They send plenty of other texts that are not at all useful.

Re: We have no signal for 2.5 days !

chistery — Tue, 04 Jun 2024 07:49:22 GMT

Samsung like to move things around but the guide does look wrong, but I don't have an A13 to test with. Hopefully you see the option to enable it in the Samsung Phone app settings.

https://www.samsung.com/uk/support/mobile-devices/how-to-activate-wifi-calling-on-a-galaxy-smartphone/

Re: We have no signal for 2.5 days !

Chris_B — Tue, 04 Jun 2024 08:08:28 GMT

@rufford155 Send a warning text to who the entire customer base? Or just that location? What about anyone who’s not in that location but then goes to that location shouldn’t these people know also and how does EE know who’s going to that location. It’s sounds great in principle but when you actually look more in to it it’s just not practical.

Re: We have no signal for 2.5 days !

rufford155 — Tue, 04 Jun 2024 09:40:22 GMT

Sorry, but that's ridiculous.

Agree about those coming to area but there's probably far more who actually live there.

They know where we live and whether that's in the affected area and they have our number & email so there's no excuse.

No service for 2 to 3 days and no warning it's nothing short of disgraceful with zero regard for the customer.

Presume you wouldn't mind if your water was cut off for 3 days without warning?

Re: We have no signal for 2.5 days !

rufford155 — Tue, 04 Jun 2024 09:43:45 GMT

I checked the coverage in my postcode and it said it was excellent.

When they knew an upgrade was causing an outage.

Thanks, really helpful, brilliant info !!!!

Re: We have no signal for 2.5 days !

bristolian — Tue, 04 Jun 2024 10:48:17 GMT

@rufford155 wrote:

They know where we live and whether that's in the affected area

No service for 2 to 3 days and no warning with zero regard for the customer.

The billing address is never a guarantee as to the primary place of usage on any given day. The "My Places" facility provides an opt-in facility.

Depending on the individual site config & nature of works, adding extra carriers or technologies often requires a complete outage. Consideration of the coverage impact is part of the approval for those.

Re: We have no signal for 2.5 days !

rufford155 — Thu, 06 Jun 2024 13:07:52 GMT

On the 4th day we finally found out where wifi calling was on our phones - in the phone app settings.

The advice on EE website for Samsung A1 3 was completely WRONG !!! (In normal settings but it wasn't).

We then at last manged to contact EE technical help, firstly by 150 then text, and finally by speaking to an advisor called Dan who was brilliant.

He agreed to get the website corrected for both the A13 advice and the coverage checker (that had said excellent !!!!).

He then added the outage warning option on both our phones and, lo and behold, a message came almost immediately saying work was ongoing but should be ending within 7 hours.

What's more he has arranged a refund of half-a-month's subscription.

So all that's great but, as 80-year old pensioners, we still think that things could and should be made easier.

Re: We have no signal for 2.5 days !

rufford155 — Thu, 06 Jun 2024 13:11:10 GMT

On the 4th day we finally found out where wifi calling was on our phones - in the phone app settings.

The advice on EE website for Samsung A1 3 was completely WRONG !!! (In normal settings but it wasn't).

We then at last manged to contact EE technical help, firstly by 150 then text, and finally by speaking to an advisor called Dan who was brilliant.

He agreed to get the website corrected for both the A13 advice and the coverage checker (that had said excellent !!!!).

He then added the outage warning option on both our phones and, lo and behold, a message came almost immediately saying work was ongoing but should be ending within 7 hours.

What's more he has arranged a refund of half-a-month's subscription.

So all that's great but, as 80-year old pensioners, we still think that things could and should be made easier.

Re: We have no signal for 2.5 days !

bristolian — Thu, 06 Jun 2024 13:30:59 GMT

@rufford155 wrote:

He then added the outage warning option on both our phones and, lo and behold, a message came almost immediately saying work was ongoing but should be ending within 7 hours.

The agent has registered you for the "My Places" feature that was suggested multiple times in this thread.

Re: We have no signal for 2.5 days !

rufford155 — Fri, 07 Jun 2024 12:18:08 GMT

That sounds like you are "having a go" at us !

Not very nice to 80-year old pensioners.

Sometimes we need help with new technology and you might one day too.