topic Re: Signal with mobile in Mobile Network discussions

Signal with mobile

Bry69 — Mon, 14 Oct 2024 13:57:33 GMT

I'm paying 29.00 a month and not been able to make calls receive calls and not even able to Google anything at all as the signal I have is absolutely diabolical... tech support have done everything they can and nothing has worked...I'm now using giffgaff to type and everything else I can on my phone... why don't ee refund people in these circumstances instead keep telling them to pay your bill till your sim only contact runs out I've been a ee customer for over 5 years and this is the way they treat you

Re: Signal with mobile

bristolian — Mon, 14 Oct 2024 14:54:57 GMT

No network has 100% national coverage or guarantees a 24/7/365 fault-free service.

Is this happening in locations where coverage is normally good? If so, there may be a temporary local outage.

Re: Signal with mobile

Bry69 — Mon, 14 Oct 2024 16:18:49 GMT

Absolutely not this has been going on for just over a month no fault found at all no bars of signal at all

Re: Signal with mobile

Alex_H — Tue, 15 Oct 2024 09:21:17 GMT

Hi @Bry69,

Welcome to the EE Community

I am sorry you are having issues with your signal recently. Just to clarify this is in a specific area you are having signal issues and not everywhere you go? And nothing is found when you search the postcode of the area using the check service status here Coverage Checker | Check Coverage and Signal in Your Area | EE ?

If it is just a specific area and you used to get signal fine here over a month ago, it does suggest a local coverage problem. If we are not aware of any problems in an area we will run some diagnostic steps. If this does not resolve the issue we would then ask for some examples from you so that this can then be raised with our level 2 technical team for further investigation into the area. Is this what happened when you called?

Alex

Re: Signal with mobile

Bry69 — Tue, 15 Oct 2024 09:46:06 GMT

Hi they have checked so many times and found nothing tech have done everything they can and still no signal after a month surely they can resolve this matter

Re: Signal with mobile

Alex_H — Tue, 15 Oct 2024 11:43:54 GMT

@Bry69 I am sorry it has not yet been resolved I appreciate it will be frustrating. What did they say when you last spoke to them?

If there is a specific area where you are reporting a loss of signal where previously you had no issues, that would usually result in gathering some examples for our level 2 team to raise an investigation into the area as I say, to help get it resolved.

Re: Signal with mobile

Bry69 — Tue, 15 Oct 2024 12:04:44 GMT

I spoke to them yesterday and they said that they would raise my complaint as its unfair I'm paying for a service I can't use at all...I moved to this area the day that I moved no signal no calls for a month I had to pay £19.99 for 5 days of WiFi that kept crashing with ee.... they need to refund me for the loss

Re: Signal with mobile

Alex_H — Tue, 15 Oct 2024 13:52:51 GMT

@Bry69 Ah I see so if this is a new area you have moved to where you do not get coverage then it is going to be limited what our technical team can do, as they wont be able to do anything their side to improve the local coverage.

It is only if you were in an area where you got signal fine and then suddenly lost it, then they would be able to investigate the area to find out why.

For issues with local coverage we do usually suggest using Wi-Fi calling which should help with making calls and texts when you have poor mobile signal. It sounds like you do not have Wi-Fi at the moment, but if you do plan on getting Wi-Fi that should help Using WiFi Calling | Mobile Help | EE

The EE public Wi-Fi that you used is handled by a separate team than our technical team on 150, if you had issues with the pass you bought for that, the EE Wi-Fi team can be contacted on the number or e-mail here Contact us | Find WiFi hotspots | EE WiFi

Alex

Re: Signal with mobile

bristolian — Tue, 15 Oct 2024 14:07:01 GMT

@Bry69 wrote:

ts unfair I'm paying for a service I can't use at all...I moved to this area the day

Was the coverage issue apparent when you first viewed the new area?

Every network has good & bad coverage areas.

Re: Signal with mobile

Bry69 — Tue, 15 Oct 2024 14:33:43 GMT

When I moved it said coverage was good

Re: Signal with mobile

bristolian — Tue, 15 Oct 2024 14:42:30 GMT

As per my previous post - was poor coverage apparent when you viewed the new area? Online coverage maps are a prediction, but are never a substitute for real-world testing & experience.

Re: Signal with mobile

Bry69 — Tue, 15 Oct 2024 14:44:32 GMT

Yet again it said it was good

Re: Signal with mobile

Bry69 — Tue, 15 Oct 2024 14:45:01 GMT

I think we're just running around in circles

Re: Signal with mobile

bristolian — Tue, 15 Oct 2024 16:12:04 GMT

@Bry69 wrote:

Yet again it said it was good

I suspect you're saying that you have only ever done a webtool check of this area, but your answers are not coming across as clear - others on this forum can only advise based on your comments. One of two scenarios applies here...

1: The coverage is poor in this new locality, in which case checks of your phone when you first viewed the area would have highlighted this.

2: The coverage is normally good in this area, but have since degraded. If so - what was the timescale between the two checks? There may be a localised fault, or there may have been a config change. Using the "report a problem" link on the webtool is the first check if you've not already done so.

Re: Signal with mobile

Bry69 — Wed, 16 Oct 2024 05:13:58 GMT

Right yet again before I moved in the phone had 3 bars of signal when i viewed the place yet again the signal checker said it was good for my area hos many mors times do I have to explain I've done this with ee now the community not helping at all apart from running round in circles trying to blame me for a diabolical signal provided by ee end of conversation as now taken this matter up with OFCOM