topic Terrible signal and poor customer service in Mobile Network discussions

Terrible signal and poor customer service

LoredanaDumis — Thu, 01 Aug 2024 21:30:12 GMT

I'm new to EE. Last week I've put a complaint in

Every time I was trying to get in touch in the chat...I was put for waiting 2-3 hours and then if I didn't reply in 5 minutes I was being cut off and conversation closed by EE. I've already explain the full situation and I just needed an answer left in the chat, but instead they closed 5 chats. It was simple questions about porting my phone number (I was vodafone).

Today a new problem came.. no signal on my phone from this morning after 10 AM . Before 10 AM got a phone call from a friend,got cut of twice.

Tried again to get in contact in the chat with WIFI(another provider)I was told to use a phone to phone them. I use only 1 phone and at the moment it is with no signal. **bleep**. Manage to search online and found out it's a power cut somewhere anyway..I will not have a signal for 16 hours(so that was after 10 Am) . Now it's after 10PM and went and checked again online and it's showing still 16 hours. Why am I paying this? 😒

Re: Terrible signal and poor customer service

Peter_W — Fri, 02 Aug 2024 10:20:11 GMT

Good morning @LoredanaDumis

Thanks for reaching out to us here on the Community 😊

It's really great to have you on board our network, and I'm concerned to hear that you've not had the best experience since joining.

When it comes to the port in request, did you manage to get this sorted in the end, or is it something you're still waiting on?

Also have you had a chance to check the status of your signal via our online network checker HERE?

This shows estimated coverage along with any current outages, and if you're having trouble you can submit a report here too.

Peter

Re: Terrible signal and poor customer service

bristolian — Fri, 02 Aug 2024 10:31:24 GMT

You can also use the "My places" feature on the status checker to register upto 5 UK postcodes for proactive updates on outages in those areas.

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: Terrible signal and poor customer service

LoredanaDumis — Fri, 02 Aug 2024 11:50:34 GMT

Hi Peter,

Thank you for your response.

Unfortunately, I still don't have any phone signal or 4G/5G connection. Before switching from Vodafone to EE, I checked the coverage for my area (ML6 7GE) and it indicated a 4G connection. However, the network checker confirms there is an ongoing issue in my area, which has been present since yesterday morning.

I understand that technical issues can occur, but the initial estimated resolution time of 16 hours has passed with no change. Given that I have been without service for two days now, I don't believe I should be charged for this period as I am not able to use the service I am paying for.

Suggesting Wi-Fi calling as a workaround isn't practical for me, as reliable Wi-Fi isn't always available. I use vodafone hot spot when one of the family members are home.I believe it is EE's responsibility to provide the service I am paying for, rather than relying on alternative solutions that are not guaranteed.

I appreciate your attention to this matter and look forward to a resolution soon.

Best, Loredana

Re: Terrible signal and poor customer service

Peter_W — Fri, 02 Aug 2024 12:15:25 GMT

Thanks for taking the time to share a bit more detail on what's been happening here @LoredanaDumis.

We'll always aim to provide the best estimate we can when it comes to network outages, but these faults can often be complex and sometimes take longer to resolve than expected.

If there are problems in your area, our team will absolutely be able to look into the impact this has had on the service you are paying for.

If you have access to another phone you can find the details on how to call them HERE, or you can also get in touch on 150 once this is all resolved