Why is EE so rubbish

[Timlazenby]

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.

[bristolian]

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

[Timlazenby]

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,
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[Matt_124]

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.

[bristolian]

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@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.

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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.

[Timlazenby]

Who is Matt? And who are you? Do you work for we, as your attitude and answers point to that.
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[Christopher_G]

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

[Timlazenby]

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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[bristolian]

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.

[Timlazenby]

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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