topic Re: utter horrible zero customer service.... no one to talk to only robots in Mobile Network discussions

utter horrible zero customer service.... no one to talk to only robots

paulturbo — Wed, 26 Nov 2025 17:08:41 GMT

my mother is 85 years old she's had no phone signal at all for about 5 days probably more in PE38 post code with no time scale fix. every time I check up on the app it just renews it's self with a further 16 hour possible fix date. it just says the same thing every day I check it.... no she dont have WiFi no she dont have broadband. we was going to get her a house phone but because it's all switching to digital she now needs WiFi. she don't know how to use it all. what am I paying her mobile phone bill for? nearly 1 week if not already a week gone and nothing fixed she cannot even call us outsidein the street NO NETWORK AT ALL my phone also NO NETWORK AT ALL when i go to her postcode....I have tried to call customer services which sends you round in circles with no one to talk to in person. utter utter shower of rubbish this is turning out to be for me... I'm going into the EE shop tomorrow and kicking up a stink in front of any potential customers to hear it... this is shocking no actual human to talk to all automated replies. limited messages on the chat and they end the chat for you even when you're not finished. no one to talk to just round and round you go in circles listening to automated messages. also because I'm on my phone in my postcode the computer checks my area and says no fault? I KNOW MY AREA ISN'T SHOWING A FAULT I'M TRYING TO FIND OUT ABOUT MY MOTHERS POSTCODE. I'M FUMING WITH THIS RIDICULOUS SERVICE.

Re: utter horrible zero customer service.... no one to talk to only robots

Christopher_G — Wed, 26 Nov 2025 17:31:57 GMT

Welcome to the community.

I'm sorry to hear that your Mother is having some problems with her service. Our engineers will be working to fix any problems in the area as soon as possible.

I've sent you a private message to see if I can get you some help with it though. Could you take a look at your community inbox and get back to me there please?

Thanks

Chris

Re: utter horrible zero customer service.... no one to talk to only robots

bristolian — Wed, 26 Nov 2025 17:45:16 GMT

If you've not done so already, try toggling flight mode on your mothers phone to ensure it 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.

Re: utter horrible zero customer service.... no one to talk to only robots

paulturbo — Wed, 26 Nov 2025 17:52:22 GMT

hi Chris. yes I have replied all relevant details requiredfrom you

Re: utter horrible zero customer service.... no one to talk to only robots

paulturbo — Wed, 26 Nov 2025 18:26:05 GMT

have you read my complaint??.?????? my phone when I was at her flat is also the same thing? hardly a phone issue when 2 peoples phones have no service on them. don't waste my time with *** replies please

[Mod edit: post edited for language.]

Re: utter horrible zero customer service.... no one to talk to only robots

bristolian — Wed, 26 Nov 2025 17:55:20 GMT

@paulturbo wrote:
don't waste my time with silly replies please

You must have missed the second part of my response.

Re: utter horrible zero customer service.... no one to talk to only robots

MeowKitty — Wed, 26 Nov 2025 18:02:39 GMT

Im also in PE38 in downham, I have no network at all. Nearly thought it was my phone until I found in the vets today someone else has the same issue. I've restarted my phone, toggled flight mode, changed my network to EE instead of auto and still no service. I've tried to look up the status in my area and it says its working when its a complete lie 🙃 but when you ask for the coverage in your area it comes back with "try again later" its frustrating as I have appointments through my phone and I have to walk in to explain why I can't answer.

Hope it gets fixed soon. But just letting you know your mum isn't alone in the area.

Kind regards

Re: utter horrible zero customer service.... no one to talk to only robots

paulturbo — Wed, 26 Nov 2025 18:04:54 GMT

I have read what you said........... i do not live with my mum. so on Monday I went to see her as we cannot call her. but whilst I'm there i cannot also use my phone...... hardly a phone fault on my mother's when mine is also the same. the postcode checker flags up a fault in her area I already know this.... my issue is how much longer is the fault going to go on is been nearly a week with not able to use her phone at home or outside.... I'm trying to talk to an actual person at ee to find out when it's going to be fixed..... all I'm getting is a robot automated service driving me mad

Re: utter horrible zero customer service.... no one to talk to only robots

bristolian — Wed, 26 Nov 2025 18:10:48 GMT

@MeowKitty wrote:
I've tried to look up the status in my area and it says its working when its a complete lie

Follow the "report a problem" link.

Re: utter horrible zero customer service.... no one to talk to only robots

paulturbo — Wed, 26 Nov 2025 18:15:40 GMT

trust me pe38 post code isn't working at all. I was there Monday to see my mother my phone whilst I'm there was no service. my sister is on Vodafone she had to lend me some of her data via tethering so I could use my phone..... when I check the postcode checker with my mums full post code it keeps on telling me a known fault is still on going but with the same thing another 16 hours time scale. she's been without a phone since last week. shocking she cannot even call me from her phone outside..... she's 85 I'm fuming

Re: utter horrible zero customer service.... no one to talk to only robots

MeowKitty — Wed, 26 Nov 2025 18:17:53 GMT

The one you posted? Says there's a problem in my area... what else can I do?

Re: utter horrible zero customer service.... no one to talk to only robots

MeowKitty — Wed, 26 Nov 2025 18:21:41 GMT

Mine has also been down for over week, only thing I can do is connect to my broadband and shop wifi.

Are you far from your mum? Does she have anyone else to keep check on her?

Re: utter horrible zero customer service.... no one to talk to only robots

paulturbo — Wed, 26 Nov 2025 18:32:00 GMT

luckily my mother lives a block that has an emergency service like pull cords or what's worse is a digital phone device on the wall in her flat that is like trying to use a computer it's only for emergency calls to switch board not for personal calls to us...... she's 85 she hasn't a clue to use it. who thinks of these things for the elderly? love to see them use there device's when they are old.... she is fine but she's scared because she cannot call me or my sister and we cannot call her unless we drive over to hers to see her.... she has no contact to the outside world unless she walks into Downham town where she still cannot use her phone and we still cannot call her whilst she is out side. wifi isn't no use in the street is it ee?

Re: utter horrible zero customer service.... no one to talk to only robots

MeowKitty — Wed, 26 Nov 2025 18:35:14 GMT

Well back then they didn't use much technology stuff lol. Its only now we do, so when we get old we will manage 😅

Is she in Denver? I know im a stranger, but if you want to send me a private message I can check on her and help her with the phone when its sorted in the area. Or i can go buy her a cheap phone topped up and show her how to use it 😊

Re: utter horrible zero customer service.... no one to talk to only robots

paulturbo — Wed, 26 Nov 2025 19:10:37 GMT

it's OK I have a Vodafone pay as you sim card that will work at her home as my sister on that network and it works fine at our mums flat. I will top it up and put it in her phone as a temporary fix until ee sort the issue out. I have had a call from ee regarding this issue and yes her post code is at fault at this moment in time. no fix date but at least they've called me and I can now give my mum this Vodafone sim. so she can receive calls from us and she can drop call us and we can at least call her back.....

Re: utter horrible zero customer service.... no one to talk to only robots

bristolian — Wed, 26 Nov 2025 20:30:00 GMT

@paulturbo wrote:
wifi isn't no use in the street is it ee?

To the best of my knowledge, no-one has ever claimed it is. I'd be interested to see if anywhere has advertised that.

WiFi-calling provides mitigation against indoor coverage issues, wherever they occur and for whatever reason. Whilst awareness continues to improve, there will always be some users unaware of the facility - and it would therefore be remiss of any network to not mention it.

Outages are always unfortunate, but all networks experience them from time-to-time.

Re: utter horrible zero customer service.... no one to talk to only robots

paulturbo — Wed, 26 Nov 2025 21:48:15 GMT

I meant the WiFi in the street is as much use as no network is in the street.... I know WiFi isn't out doors it was a sarcastic reply about ee. but I'm obviously talking to someone who hasn't a sense of humour and literally thinks that I thought WiFi is out side. how do you get out of the bed in the mornings if you honestly thought i was being serious...