topic Re: Contacting EE in Mobile Network discussions

Contacting EE

molly70 — Mon, 11 Nov 2024 13:41:36 GMT

Please help!

This afternoon my phone has consistently been in 'SOS' mode which means I cannot use my data, I cannot connect to the internet, I cannot send/receive texts and I cannot make/receive calls. The EE website helpfully asks you to text or call them for technical support but I cannot do either! I cannot use the app to access the live chat system and so the only option I have is to use the community chat in the hopes that someone can give me some advice on how to fix the problem!

I have tried the obvious things like turning my phone on and off and switching on airplane mode but nothing works. One of the suggestions was to check for any software/system updates but I can't because I have no date/Wi-Fi!

Essentially, I have no way of communicating with anyone and they cannot get hold of me which isn't great! Any help would be massively appreciated.

Re: Contacting EE

Chris_B — Mon, 11 Nov 2024 14:11:34 GMT

@molly70 have you tried using Wi-Fi calling ? as you do have internet access.

Re: Contacting EE

bristolian — Mon, 11 Nov 2024 14:12:38 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. The "report a problem" link should be used if no issues are reported but EE users continue to have issues.A loss of coverage will remove the ability to make/receive calls, send/receive texts or use mobile data.

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: Contacting EE

molly70 — Wed, 13 Nov 2024 09:02:49 GMT

The issue is when I am at work and I am not able to connect to Wi-Fi here so am stuck!

Re: Contacting EE

Peter_W — Wed, 13 Nov 2024 11:21:48 GMT

I'm sorry to hear that you're not able to get the most out of this whilst you're at work @molly70.

Have you had a chance to check the network status checker like @bristolian recommended?
This, along with whether or not you can see others who are also on EE struggling, should give a good idea if this is linked with a outage in the area, or something else.

Peter

Re: Contacting EE

rkelly1 — Wed, 13 Nov 2024 11:56:50 GMT

You can call 0800 0798586 for free from another phone if you need help as they may ask you to go through some checks on your mobile.