topic Re: Poor mobile service in Mobile Network discussions

Poor mobile service

jmcd69 — Fri, 18 Oct 2024 17:26:56 GMT

Any one had difficulty with mobile network service issues?

We had an outage on Wednesday (16/10) advising it would take at least 14 hours to fix.

That appears to have been resolved until this afternoon where the service has gone again (18/10). Service checker has advised the next update will be on 25/10 so implying a week without mobile service.
I’ve just spent a frustrating time navigating a rather poor IVR system to try in to get to talk to someone. Have you after 20 minutes.
Will EE be offering any compensation for not having a service that customers are paying for?

Re: Poor mobile service

Northerner — Fri, 18 Oct 2024 17:43:47 GMT

Hi @jmcd69

Did you just have poor coverage or no coverage. Could you EE WiFi calling service.

Thanks

Re: Poor mobile service

jmcd69 — Fri, 18 Oct 2024 18:35:34 GMT

We have no mobile connection at all. Using WiFi calling is ok but I’m not always within reach of a WiFi router so that doesn’t always work.
there is a process where I need to connect my phone to another device via WiFi which then to complete what I’m doing I need a mobile signal., which I obviously can’t do.
assured to which it’s indicated to be a week to resolve which isn’t great.

Re: Poor mobile service

Chris_B — Fri, 18 Oct 2024 19:03:01 GMT

@jmcd69 No network will give a 365 day service guarantee You also accepted that when you agreed to use the service. Issue do happen.

Re: Poor mobile service

jmcd69 — Fri, 18 Oct 2024 19:56:24 GMT

Completely understand that.
I’ve worked in IT for over 30 years and there is No perfect solution. Never will be

My point is that most organisations (particularly technology based) are governed and measured on standard of service provision and SLAs, which are measured on a monthly basis with most being in excess of 90% service availability. With a 14 plus hour outage already this week and a projected update for the current outage potentially being a week, that’s going calculate at less than 75% service availability in my area for the month of October, if that becomes a reality.

Re: Poor mobile service

Rach_H — Sat, 19 Oct 2024 11:03:19 GMT

Hi @jmcd69,

Welcome to the Community!

We know how important it is for our customers to be able to stay connected, so I can undertsand your concern that this has happened, and that it is taking longer than expected to be resolved.

I'd recommend speaking with our Technical experts, who can give you a better idea of what is happening, and will be able to discuss compensation with you. If you are having trouble calling, our WiFi Calling service will help you get connected, or you can use our live chat in the EE app.

Rach

Re: Poor mobile service

bristolian — Sat, 19 Oct 2024 11:15:39 GMT

There are no SLA's for availability on domestic telecoms services (commercial & public sector maybe different), but there are strict controls on outages and no site is offline for any longer than is strictly necessary.

The duration of outages can depend on what work is being undertaken, but sometimes - to cite one example - power swapouts can mean a complete loss-of-service until a new unit is installed. Works such as antenna swaps can often be done in a day or so, with ground-level equipment alterations done later.