topic Re: Ongoing no network issues and refunds in Contracts & Billing

Ongoing no network issues and refunds

james_saltm10 — Thu, 08 Feb 2024 08:26:50 GMT

I've had ongoing network issue since September and every time I ring EE I'm told it's a known issue in my area and that it's being worked on.

I'm then told I will be refunded for that months bill and the issue will stay on file and I have to keep ringing up every month if I want the following months refund.

I'm yet to see any refund into my account and I'm still paying monthly for the service that doesn't work.

Re: Ongoing no network issues and refunds

Christopher_G — Thu, 08 Feb 2024 10:50:04 GMT

Hi @james_saltm10

Welcome to the community.

Were there any deductions on your bills, if you download them to view? If you put your postcode into our coverage checker and hit 'check status' does it say that we're aware of a problem?

Chris

Re: Ongoing no network issues and refunds

james_saltm10 — Fri, 09 Feb 2024 08:28:22 GMT

I haven't noticed any reductions to my bills. I've checked direct debits from my account and I'm still paying for the service every month which telephone operators said I would be refunded for.

I've been trying to find where I could get a full statement from but haven't been able to locate it.

The operators have confirmed on every occasion I have run that the area is a known issue.

Thanks,

James

Re: Ongoing no network issues and refunds

Leanne_T — Fri, 09 Feb 2024 11:40:09 GMT

Hi @james_saltm10

If you log into your EE account and select Bills and Payments, can you download the bills to check for any refunds?

Leanne 🙂

Re: Ongoing no network issues and refunds

james_saltm10 — Fri, 09 Feb 2024 13:59:10 GMT

yes, there are no refunds I can see

Re: Ongoing no network issues and refunds

Leanne_T — Fri, 09 Feb 2024 14:09:52 GMT

Thanks for checking @james_saltm10

In this case, please try calling us again on 150 and the team will be happy to help 🙂

Leanne.