topic Re: Day 2 of trying to get an answer... any answer... in Mobile Network discussions

Day 2 of trying to get an answer... any answer...

MicheleRi — Wed, 07 May 2025 14:30:07 GMT

Hi,

This is the second day I have been trying to find out what is going on in our Area (a small village in North Yorkshire, just outside Middlesbrough) - as of around 11am yesterday (06/05) the EE signal is down to zero, if outdoors you get a bit of motion but if indoors, you are greeted with "emergency calls only"

I ring the technical number, on an hourly basis - hold music begins - cut off sometimes within 2 minutes, sometimes after holding for more than 10...

I go to the website, the check local network, mobile appears and is red - click on it - blank screen...

I go to the service status screen, input sections says "we are investigating a problem in your area" click on it for some sort of update - blank screen...

how does one find out what the problem is and when it will be resolved?

Re: Day 2 of trying to get an answer... any answer...

bristolian — Wed, 07 May 2025 14:33:01 GMT

@MicheleRi wrote:

I go to the service status screen, input sections says "we are investigating a problem in your area" click on it for some sort of update - blank screen...

how does one find out what the problem is and when it will be resolved?

Try using an alternative web browser or the myEE mobile app.

Network faults are always resolved ASAP, but there can never be any guarantees on when service is restored.

You can use WiFi-calling indoors anytime you have coverage issues, to enable full use of your phone without needing network service.

Re: Day 2 of trying to get an answer... any answer...

MicheleRi — Wed, 07 May 2025 14:36:59 GMT

I have tried the app & 2 different browsers with the same result - just nothing!! its soo frustrating

I've even texted NETWORK STATUS to 150 - when I was out... it just replies with a list of possible other keywords

Re: Day 2 of trying to get an answer... any answer...

Rach_H — Wed, 07 May 2025 17:00:48 GMT

Hi @MicheleRi,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your connection, and that you've not been able to get any updates about this. Have you been checking this using WiFi? Have you been able to use WiFi Calling?

Rach

Re: Day 2 of trying to get an answer... any answer...

MicheleRi — Wed, 07 May 2025 19:47:03 GMT

Hi Rachel,

Yes been checking on Wifi & no have not been using Wifi Calling as I cant work out how to switch it on. & to be honest, should I really be using Wifi Calling, I have a mobile account?

As i said i get a minimal signal around the village off and on and can then ring out, return calls and receive texts but would love to not have to leave a building to do it or walk up to the second floor? it is clearly a network problem in the area but there has been no communication at all.

All I really want to know is 1. does somebody know there is a problem, 2. when will it be resolved and 3. why can i get no information online, on the app or via telephone? it is really shoddy customer service to be honest.

Re: Day 2 of trying to get an answer... any answer...

bristolian — Wed, 07 May 2025 19:57:33 GMT

@MicheleRi wrote:

to be honest, should I really be using Wifi Calling, I have a mobile account?

WiFi-calling is intended as a mitigation for poor indoor coverage whenever it occurs, and for whatever reason. No network is ever likely to have 100% blanket national indoor coverage, so the cynical viewpoint would be that you can either use the free WiFi-calling facility, or have your phone showing no service. That's a user choice.

You're still using EE's central network to route your calls & texts, just replacing mobile service with wireless service. Of course mobile network coverage is always preferable.

Re: Day 2 of trying to get an answer... any answer...

MicheleRi — Wed, 07 May 2025 20:00:15 GMT

I get you but after being with EE in this village for more than 8 years and not having had a single problem save for a mast failure a few years back for 3 days, where we were kept informed and notified of resolution expectations via online accounts and emails, cynical or not, expecting access to the mobile network and a similar, if not improved customer service handling should be a given, should it not?

Re: Day 2 of trying to get an answer... any answer...

bristolian — Wed, 07 May 2025 20:14:06 GMT

Proactive network fault updates are available on an opt-in basis.

Use the status webtool, and follow the options for "My places" - register upto 5 UK postcodes for text or email updates.

Re: Day 2 of trying to get an answer... any answer...

MicheleRi — Wed, 07 May 2025 20:32:18 GMT

I have, as indicated, I have not received anything, nor can I access, through any mechanism i have found or been asked to try, any information in the absence of this communication ... I would not be posting here if there was any avenue untried, this has been my absolute last resort.

I have found wifi calling and switched it on - my questions remain...

1. does somebody know there is a problem, 2. when will it be resolved and 3. why can i get no information online, on the app or via telephone explaining the problem / interruption to my service?

Re: Day 2 of trying to get an answer... any answer...

bristolian — Wed, 07 May 2025 21:35:32 GMT

The network status webtool is the first-line check for unexpected local outages. The "my places" section allows opt-in updates as mentioned previously...

Re: Day 2 of trying to get an answer... any answer...

MicheleRi — Wed, 07 May 2025 21:46:34 GMT

yes I am aware, and as stated, I have this activated for my postcode...

when I use the coverage checker I get this

click through find out more...

click on the red mobile and then this appears...

Re: Day 2 of trying to get an answer... any answer...

bristolian — Wed, 07 May 2025 21:56:49 GMT

Rather than using the "check coverage" option on the frontpage, try using "check service status"...

Does the same happen?

Re: Day 2 of trying to get an answer... any answer...

MicheleRi — Wed, 07 May 2025 22:01:55 GMT

Same result

Re: Day 2 of trying to get an answer... any answer...

bristolian — Wed, 07 May 2025 22:09:17 GMT

You may need to call in then, if both the website & mobile app give the same result. CS agents should be able to use their system to register you for updates.

I've got a similar issue myself currently, where the website is buggy but the app usually works. Far from ideal, but better than nothing. My point being, that the back-end database is the same, but there's a few ways & means of accessing it.

Re: Day 2 of trying to get an answer... any answer...

MicheleRi — Wed, 07 May 2025 22:15:40 GMT

thanks for trying - I've given up calling now - hence posting here... I have rung them around 15 times today.

rings for anywhere between 2 and 10 minutes and then just cuts off... I am so frustrated!

Re: Day 2 of trying to get an answer... any answer...

Linzi_H — Thu, 08 May 2025 07:59:31 GMT

Hi @MicheleRi

I'm sorry you're facing issues when calling us, and I know this will be frustrating, having to repeat the process.

Please try again today if you get the chance, as you should be able to get through to one of our Guides. If you're no further forward after trying today, I'd suggest using our complaints form, and the team will get back in touch.

Linzi