topic Re: Complain in Mobile Network discussions

Complain

Cr70 — Sun, 11 May 2025 13:22:52 GMT

Dear EE Customer Service,

I hope this message finds you well. I am writing to formally raise a complaint regarding the continued deterioration of my mobile internet service. I have been a loyal EE customer for the past two years, and during the first part of my contract—both in my previous home and after I initially moved to my new address—the service was satisfactory.

However, in recent months, I have been experiencing serious and consistent issues with the network. These include:

Extremely poor mobile internet signal at home, to the point where videos fail to load and basic internet usage becomes difficult.
Frequent need to step outside the house just to receive a stable connection.
Repeatedly having to restart my phone multiple times a day to regain minimal signal strength.
Reliance on college Wi-Fi due to the unreliability of my mobile internet while on the go.
Temporary fixes like switching to airplane mode and back, which do not provide a lasting solution.

These issues have made it very difficult for me to use the service I am paying for. I have consistently paid my monthly bills on time, and I believe it is only fair to expect reliable service in return. At this point, the poor performance has become frustrating and disruptive to my daily life.

I would appreciate it if EE could investigate the issue urgently and provide either:

Thank you for your attention. I look forward to your prompt response.

[Mod edit: removed personal details]

Re: Complain

Schockwave — Sun, 11 May 2025 14:35:31 GMT

Hello @Cr70 ,

Welcome to the community,

Is this in one place or multiple places?

Ve fiWe have no idea who you are and where you live, nor do we have account access here, this is a public forum, we can try and help, but otherwise your best bet is to speak to customer service, as they have your account details.

Just to add, there are many reasons why the network is poor in buildings, due to surrounding buildings, trees etc, that is why wifi is a good way to connect and use and if you have wifi calling on your phone, you can use that, so long as you have fixed broadband.

Re: Complain

Northerner — Sun, 11 May 2025 15:47:58 GMT

Hi @Cr70

There is no customer account access on these forums. You need to complain here: https://ee.co.uk/help/contact-ee/complaint

You should check local coverage and report issues locally here: https://ee.co.uk/help/service-status

Thanks

Re: Complain

bristolian — Sun, 11 May 2025 16:51:16 GMT

Have you reported your issues for further checks? Do other EE users have similar problems in these same locations?

Across how wide a geographical area are these multiple locations?

Re: Complain

Cr70 — Sun, 11 May 2025 18:08:51 GMT

I’ve contacted 150 so many times , they were just sanding me some links about turning of the phone or restarting the network through settings which is I did not ones many times. And it so irritating every day to restart the phone or airplane mode that’s just annoying.

Re: Complain

Cr70 — Sun, 11 May 2025 18:13:50 GMT

There’s no useful information I when I called , the same thing they will say , I did before thinking to call, i dont know but if there’s way to cancel my contract I will.

Re: Complain

bristolian — Sun, 11 May 2025 18:25:16 GMT

FYI you can edit your posts for a short time, negating the need to send multiple short replies.

What did the 150-CS-agents advise when you told them you were repeating the same steps that had failed to rectify previously?

Re: Complain

Chris_B — Sun, 11 May 2025 18:41:31 GMT

@Cr70 Is this one location or many locations? If it’s many locations it would help if you could say these locations are over 5 miles apart. Because if that’s the case it’s not a network problem as that’s definitely going to be more than one mast and it would indicate a device or SIM card issue, have you ever requested for a replacement SIM card ?

Re: Complain

Cr70 — Sun, 11 May 2025 18:47:50 GMT

It not one location, firstly at home at home sometimes I had to sit in front of the house to get the signal, and when I’m moving it does sometimes. But when I’m in college, it’s not gonna work I will be using college WiFi. I didn’t request for a new sim

Re: Complain

bristolian — Sun, 11 May 2025 19:13:01 GMT

@Chris_B wrote:

If it’s many locations it would help if you could say these locations are over 5 miles apart. Because if that’s the case it’s not a network problem

Not necessarily.

It becomes less likely with increased geographical spread, I agree.

Re: Complain

Cr70 — Sun, 11 May 2025 18:52:54 GMT

They said to call them back , if it happened again, and I didn’t cause they will say the same , we have checked your account and there's now issues around your area.

Re: Complain

Cr70 — Sun, 11 May 2025 18:56:04 GMT

So, why all the sudden it just started.

Re: Complain

Chris_B — Sun, 11 May 2025 19:02:30 GMT

@bristolian But it’s a good indicator. Where I’am there’s 3 EE masts and these are under 5 miles apart. I can see two of them from the front of my house and I’m right in between them a triangle if you wish. So as there is mention of a house and college WiFi in trying to ascertain if it’s one or more than one mast. More than one mast shouldn’t have an issue within a local area. Yes it can happen but it’s not common.

@Cr70 So if it’s multiple masts that you’re connecting to and you have the same issues across multiple locations it could be a device issue or simply a SIM card issue.

Re: Complain

Chris_B — Sun, 11 May 2025 19:03:59 GMT

@Cr70 Masts can and do go down with issues.