topic Re: Why is EE so rubbish in Android Devices

Why is EE so rubbish

Timlazenby — Thu, 19 Jun 2025 15:32:17 GMT

Seriously, have had a brand new S25 Ultra for 5 months and it has not worked properly since day 1. EE blame Samsung and Samsung blame them. Niether company will do anything to rectify it. Now the phone has decided to not connect to the network.

I guess, as usual, it will be my fault and not either Samsung or EE.

Re: Why is EE so rubbish

bristolian — Thu, 19 Jun 2025 15:36:05 GMT

Can you expand on how exactly "it has not worked properly" - can you provide some more details?

Re: Why is EE so rubbish

Timlazenby — Thu, 19 Jun 2025 15:42:11 GMT

Easy, during calls the people I am connected to sound like aliens or I sound l8ke that to them, it drops calls, has no network coverage at virtually any postcode, I gave em a list of 30 post codes it doesn’t work in. Today it has decided not to connect to the network at all. Complete bag of sh**e,
Sent from my iPad

Re: Why is EE so rubbish

Matt_124 — Thu, 19 Jun 2025 15:58:26 GMT

Is the phone on contract with EE? If so, you will be covered by a warranty (provided there is no physical damage/water damage to the phone and the warranty has not been voided by any other means) which you would initiate a repair under through EE. You would either arrange for the phone to be sent for repair, or go to an EE store which offers local repairs.

The store finder will show the estimated turnaround for repairs, but this is subject to change dependent on the model, parts required, other repairs being worked on etc.

https://ee.co.uk/local-repairs

https://ee.co.uk/store-finder

If the device was bought outright, then any warranty queries would likely be directly with Samsung, but EE repair centres are generally also Samsung authorised repair centres.

Re: Why is EE so rubbish

bristolian — Thu, 19 Jun 2025 16:04:08 GMT

@Timlazenby wrote:
it drops calls, has no network coverage at virtually any postcode, I gave em a list of 30 post codes it doesn’t work in.

This generally points to a phone fault, if the EE network was at fault - then all customers in those 30 postcodes would be indiscriminately affected. Without knowing where the postcodes are, that is slightly hard to believe.

Matt's given you good advice regarding the phone repair service.

Re: Why is EE so rubbish

Timlazenby — Thu, 19 Jun 2025 16:20:11 GMT

Who is Matt? And who are you? Do you work for we, as your attitude and answers point to that.
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Re: Why is EE so rubbish

Christopher_G — Thu, 19 Jun 2025 16:36:09 GMT

Hi @Timlazenby

Welcome to the community.

@matt__124 and @bristolian are community users who come to the community to help other users by sharing their knowledge of our services. They've both offered some brilliant advice here.

Members of staff can be identified by the 'EE Community Support Team' title under our usernames.

When you spoke with our Technical Support team, did they if the phone was diagnosed as faulty?

Chris

Re: Why is EE so rubbish

Timlazenby — Thu, 19 Jun 2025 16:57:11 GMT

Chris, I would love to express my deep felt feelings towards both your company and your technical department but, as EE are possibly the most woke company in the UK, I feel that if I was to express my feelings I might upset one of your sensitive staff. And heavens forbid that a customer may actually express their feelings and ruin somebody’s perfect day.
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Re: Why is EE so rubbish

bristolian — Thu, 19 Jun 2025 17:06:22 GMT

Perhaps a good way of testing whether your phone or the network is at fault would be to compare your service with that of other EE users in an affected location. If they're OK and you're not, then I would suggest a 2way SIM-swap:

Put your non-working SIM in a working phone - what result?

Put a working SIM in your non-working phone - what result?

Out of curiosity, what other tests have you conducted to ascertain whether the phone or network is at fault? Your comments in this thread thus far certainly point towards a device problem.

Re: Why is EE so rubbish

Timlazenby — Thu, 19 Jun 2025 17:47:11 GMT

I have put the sim int o an S24 and an iPhone 13, whilst never perfect it is a lot better than if in the S25. I have put the ee sim from the S24 into the S25 and it’s crap, same result with the iPhone 13 sim in the S25.

Spent over an hour on the phone to EE who stated that the phone was at fault so they arranged for the phone to be sent back to Samsung. Samsung returned the phone saying they could not replicate any of the faults and blamed EE.

As I bought the phone from EE, I expected them to sort out 5he problem….obviously I live 8n a different world to our wonderful EE. The problem is firmly with Samsung they said, guess what Samsung said???

Both companies work hand 8n glove to blame each other in order to help each other out, if niether accept responsibility then I can’t prove who is at fault so by working together they both win. At least Divk Turpin wore a mask whilst robbing peo0le, these two just openly work together.
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Re: Why is EE so rubbish

Matt_124 — Thu, 19 Jun 2025 18:42:52 GMT

It sounds like an issue with your device then absolutely.

Please take a look at my response from earlier in which I detailed the EE repair process for you under warranty. I also linked the EE websites for repairs and the Store Finder which shows the approximate timelines for repairs being booked in at each store.

The exact process for getting this repaired will depend upon whether you have taken the device on contract or bought this outright from something like the EE Store website.

If the device is on contract with EE, Customer Services will be able to arrange for this to be sent for repair or can book you an appointment for you to visit a local EE store to get this in for repair or sent off (depending on whether they do local repairs or not).

If it was bought outright, the manufacturer warranty will still be valid and you will still be able to take this to an EE Retail store to get sent off under the manufacturer warranty as EE's repair centres are Samsung authorised. Anyone on any network can take a phone to an EE store to be sent off for repair (or locally if they have a repair centre instore/nearby).

They will have a record based on the IMEI that it has already been in for repair once, and hopefully the issue can be reproduced this time. Your only option is escalating it in this way by sending it off, a fault may be found or the repeated escalation may prompt EE to step in.

Re: Why is EE so rubbish

Timlazenby — Thu, 19 Jun 2025 19:43:11 GMT

The phone has already been sent to Samsung, and returned by them saying that they couldn’t replicate the fault, which they were hardly likely too as they are not in any of the postcodes I listed.

I have tried everything to get this sorted by either EE or Samsung and, as I wrote earlier, they each blame the other and whilst they continue to do that I can not get the problem resolved.

EE have sent me a letter telling me if I am still not satisfied the I can take my complaint to the ombudsman, who I suspect, is also part of the cartel. Just pointless, I really think that maybe the only answer is the newspapers and tv stations. One ray of light is that a family member works for the BBC as a news researcher.

Sent from my iPad

Re: Why is EE so rubbish

Chris_B — Thu, 19 Jun 2025 19:53:50 GMT

@Timlazenby A device issue doesn’t need to be any of these 30 postcodes to have an issue the device is at fault not the network.

The ombudsman is independent by the way.

Re: Why is EE so rubbish

bristolian — Thu, 19 Jun 2025 20:09:20 GMT

@Timlazenby wrote:
the ombudsman, who I suspect, is also part of the cartel.

Statements like this are not a way to attract credibility.

You appear to have valid cause for complaint against Samsung, but seem to be letting them off without any criticism.