topic Re: Re: Is it just me or is ee phone signal poor in Mobile Network discussions

Re: Is it just me or is ee phone signal poor

ThePunisher — Wed, 26 Jun 2024 23:06:32 GMT

I’ve just switched to sim only from a 2 year contract, and I now only get 1 bar in my house which also vanishes most of the time.
It definitely has dropped off for some reason.

Re: Re: Is it just me or is ee phone signal poor

Christopher_G — Thu, 27 Jun 2024 06:34:31 GMT

Hi @ThePunisher

Welcome to the community.

Could you check your postcode on our network status checker please? It will let you know if we're aware of any issues/maintenance work in the area.

Chris

Re: Re: Is it just me or is ee phone signal poor

ThePunisher — Thu, 27 Jun 2024 08:58:49 GMT

It says it’s “good”. Yet it’s far from it

Re: Re: Is it just me or is ee phone signal poor

bristolian — Thu, 27 Jun 2024 09:07:43 GMT

Sounds like you've used the "check coverage" option rather than "check status".

A change of payment plan wouldn't trigger any changes in coverage. WiFi-calling allows full use of a phone anytime there are indoor coverage issues for whatever reason.

Re: Re: Is it just me or is ee phone signal poor

Christopher_G — Thu, 27 Jun 2024 09:08:13 GMT

After you've searched for your postcode, and no issues are found, there should be an option to 'report a problem', @ThePunisher

These reports go through to our network team who can check that the masts in the area are performing as they should.

Chris

Re: Re: Is it just me or is ee phone signal poor

ThePunisher — Wed, 14 Aug 2024 00:36:37 GMT

I switched to EE about 6 years ago as they claimed to have the best mobile signal coverage over the whole of the UK, and in my area it was acceptable. However over the last year , I have seen it getting worse and also reported to it Support who look at their Service Status and say “everything is fine”.
However I am lucky if I get 2 bars of signal at home now, and any voice calls are inaudible. This never used to be the case. Something has happened somewhere with the masts or whatever that has caused this. And if you now look at the coverage checker in my area , I am on the border of limited/none for signal. There are a few dark spots of good signal in and around the town but the majority is limited

Even further afield North of Dorset and going East to Hampshire there is more limited/none signal than there is good. So everything isn’t “fine”. Something has changed yet we are still expected to pay the same amount every month for a limited service.

Has anyone had any joy out of EE on why this is and if they are going to ever restore the network?

Re: Re: Is it just me or is ee phone signal poor

ThePunisher — Wed, 14 Aug 2024 00:39:06 GMT

I’ve created a new post on this after further investigation. Even though the network team say “its fine” , the coverage map clearly shows more limited/none signal than there is good, in and around a 20 mile radius of me

Re: Re: Is it just me or is ee phone signal poor

bristolian — Wed, 14 Aug 2024 08:56:50 GMT

@ThePunisher wrote:

However I am lucky if I get 2 bars of signal at home now, and any voice calls are inaudible

There is nothing inherently wrong with 2bars, or even "only 1bar".

What is the specific issue with voice calls?

Re: Re: Is it just me or is ee phone signal poor

ThePunisher — Wed, 14 Aug 2024 09:35:40 GMT

The calls are inaudible at both ends of the call, hearing every other word.

Re: Re: Is it just me or is ee phone signal poor

bristolian — Wed, 14 Aug 2024 11:43:21 GMT

Those symptoms will not be directly caused by perceived poor coverage. I've experienced the same myself on occasions, but there's not always correlation with displayed coverage quality.

Does the in-call audio come & go, or - once lost - is audio only recoverable by terminating & re-dialling?

There is an option to report in-call audio issues on the status tool if they're specific to one location?

Re: Re: Is it just me or is ee phone signal poor

ThePunisher — Wed, 14 Aug 2024 12:39:12 GMT

It’s with all calls, and doesn’t improve if redialled, or walk around trying to get a better signal. Most of the time, I only have 1 bar which was never the case until recent.

The only time I can have a clear call is if its VOIP now, so family now call via WhatsApp. However that again is if I’m at home. If I am outside away from my wifi signal, Whatsapp wont open and load with 4G on 1 bar. It used to be 5G here as well… something has definitely changed.

Re: Re: Is it just me or is ee phone signal poor

Alex_H — Wed, 14 Aug 2024 14:14:52 GMT

Hi @ThePunisher,

I am sorry to hear you have had issue with your coverage around home getting worse this year. A recent change in coverage, where previously you did not have these issues in this location, is something our level 2 technical team would be able to investigate further if needed.

I would recommend giving us another call on 150 when you get the chance and speak to our tech support team who will run through some checks and troubleshooting with you and if the issue is unresolved they should be able to refer you to our level 2 team for further investigation. At which point they will typically need some examples from you of problem calls to help with the investigation.

Alex

Re: Re: Is it just me or is ee phone signal poor

bristolian — Wed, 14 Aug 2024 17:58:04 GMT

I suspect there have been some local config changes, I would like to think that CS (of "L2" or "tech" variants) would be able to identify the dates of changes even if not the specific detail.

They may need to raise a ticket into the networks area for specific config checks and/or potential changes - this may require persistence on your part, especially if the overall network performance has improved as a result of those alterations.

Many people can get very focused on the on-screen coverage indicators when they are only a basic guide.

Re: Re: Is it just me or is ee phone signal poor

ThePunisher — Wed, 14 Aug 2024 20:53:23 GMT

It would be hard to call 150 , given that my issue is making and receiving phone calls that are stable and audible 😁

Re: Re: Is it just me or is ee phone signal poor

Dan8990 — Wed, 14 Aug 2024 22:24:16 GMT

What about using wifi calling?

Re: Re: Is it just me or is ee phone signal poor

ThePunisher — Wed, 14 Aug 2024 23:23:38 GMT

You can’t set wifi calling to be the default option unfortunately, and despite it being enabled on my phone and apparently with EE, it doesn’t seem to ever switch over, which of course adds to the issue I have with calls at home.

Re: Re: Is it just me or is ee phone signal poor

Alex_H — Thu, 15 Aug 2024 08:16:04 GMT

@ThePunisher You can usually force the phone to use only Wi-Fi calling with a workaround, if you put the phone into Airplane mode, then re-enable Wi-Fi and Wi-Fi calling, you should have the Wi-Fi signal and Wi-Fi calling symbol pop up whilst keeping the phone disconnected from the mobile network.

Obviously not a permanent solution but just something that may help you get in touch with our team in the meantime regarding the change in coverage, if you have a stable enough Wi-Fi connection that is not being favoured when enabled on the phone normally. Alternatively if you have another phone in the house on another network you can call using the number 07953 966 150. Or you can call us free via Skype also using the number +44 800 079 8586

I hope this helps
Alex

Re: Re: Is it just me or is ee phone signal poor

ThePunisher — Thu, 15 Aug 2024 08:38:38 GMT

Thanks ill give that a go!

Re: Re: Is it just me or is ee phone signal poor

bristolian — Thu, 15 Aug 2024 08:48:12 GMT

Any sensible troubleshooting should also include "Is WiFi-calling similarly affected" in its tests, the same core-network elements are used as with 4G-voice calls.

Here's the menu option on a recent Android phone - WiFi-calling options within "call settings" menu