topic Re: Network Problems EE are useless in Mobile Network discussions

Network Problems EE are useless

SteveB15 — Sat, 27 Jul 2024 20:47:45 GMT

This is the 2nd weekend plus whet EE network have not provided coverage in my area

there was no notice no explanation and no apology

what exactly am I paying my bills for during this time

EE customer service is RUBBISH

Re: Network Problems EE are useless

bristolian — Sat, 27 Jul 2024 21:25:09 GMT

If you've not done so already, try toggling flight mode to ensure your phone hasn't "dropped off" available coverage.

Use the "check service status" option on https://ee.co.uk/help/mobile-coverage-checker in the first instance, to check for local service outages. A loss of coverage will remove the ability to make/receive calls, send/receive texts or use mobile data.

You can use the "My places" feature on the same tool, to register upto 5 locations for updates on both planned & unplanned outages.

If you're in the UK and have a WiFi connection, you can use WiFi-calling to keep using your phone as normal without needing network coverage.

Re: Network Problems EE are useless

SteveB15 — Sun, 28 Jul 2024 07:01:38 GMT

The network is out for ALL EE subscribers in the area

It is the second time recently this has happened

My friend who is an EE subscriber, with whom I spent yesterday evening has received compensation from EE for the inconvenience for both the last outage and the present one

There are multiple EE subscribers in the area, whom EE Must Know Who they are, because the charge their accounts

It is a complete nonsense that they treat identically situated customers differently

Disgraceful

Re: Network Problems EE are useless

bristolian — Sun, 28 Jul 2024 07:58:51 GMT

@SteveB15 wrote:
The network is out for ALL EE subscribers in the area

Radio network outages do cause loss of coverage for all users in that site's footprint, some types of upgrade works can require multiple or extended downtimes.

The "my places" feature that I mentioned allows proactive updates on them.

Re: Network Problems EE are useless

SteveB15 — Sun, 28 Jul 2024 08:41:38 GMT

This is not an excuse for EE. They are quick enough to text via 150 when they have something they want to sell.

Notifications of planned upgrades with consequential outages should be a routine aspect of their 150 texts to subscribers, at least to warn them to check via the “My Places” on the app.

The communication strategy of EE is pants, depending on customers too heavily to pro-actively figure stuff out for themselves.

Let’s face it, they don’t even properly inform longstanding subscribers of upgrades to the app and the necessity to upgrade their app to stay (even partially but not adequately) informed of service problems

They are rubbish at communications, which for a company running a communications system is laughable and extremely irritating for their “service” customers.

Sent from my iPhone

Re: Network Problems EE are useless

bristolian — Sun, 28 Jul 2024 10:05:03 GMT

Although seemingly straightforward, there are issues with blanket opt-out texts covering - what are ultimately - local outages.

For example, what subscribers do you include? Do you cover anyone with a billing address in the affected area, but that phone may be away from area for significant times.

Users have complained about an opt-out approach in the past, so an opt-in method has been adopted. Whichever method is chosen, there will be users unhappy.

Re: Network Problems EE are useless

Northerner — Sun, 28 Jul 2024 10:42:21 GMT

Hi @SteveB15

Can you access EE WiFi calling over broadband. This service replaces the network should the signal become weak, this is why some customers don't claim or know about any changes because there mobile transfers onto this service automatically and they don't see any downtime or difference in service.

All networks experience outages from unplanned weather to planned upgrading of the infrastructure.

Thanks

Re: Network Problems EE are useless

Chris_B — Sun, 28 Jul 2024 10:50:28 GMT

@SteveB15 Who do EE send notifications to when this is going to happen ?

Re: Network Problems EE are useless

SteveB15 — Sun, 28 Jul 2024 11:00:15 GMT

No I can’t
So when the EE network is out calls and texts don’t shift to Wi-Fi

Fortunately I have a different WiFi supplier at home, therefore other application via Wi-Fi work within my home.

But of course none of those work when I am out and about within my area because the data connection doesn’t work, unless I connect to someone else’s WiFi connection

So this isn’t a problem of not noticing that EE HAS STOPPED, I notice that immediately. The problem is, amongst other things, that they do not notify in advance of “upgrade work” .
Sent from my iPhone

Re: Network Problems EE are useless

SteveB15 — Sun, 28 Jul 2024 11:04:15 GMT

Well they seem to have managed it to my friend with whom I spent the evening in the pub, and gave him compensation in terms of reversing the payment of his monthly charges and an additional £15 credit to his account as compensation for inconvenience

Sent from my iPhone

Re: Network Problems EE are useless

bristolian — Sun, 28 Jul 2024 13:17:08 GMT

I would imagine that anytime a user calls CS regarding a coverage outage, they would offer to register them for the opt-in updates.

Re: Network Problems EE are useless

SteveB15 — Sun, 28 Jul 2024 15:06:15 GMT

Is this intended to be helpful and informative or merely dismissive and disrespectful?

Sent from my iPhone

Re: Network Problems EE are useless

bristolian — Sun, 28 Jul 2024 17:55:05 GMT

I was explaining how a conversation with CS could result in opt-in notifications being sent despite the user not doing so themselves.

Fundamentally, opting in yourself using the status webtool is a straightforward process and has no geographical restrictions.