Bad signal on Samsung devices

[Adibat]

This thread is to make people aware that some Samsung devices will have issues with signal indoors. 

I have been in touch with ee about this a few times and I’m now facing £500 bill for cancelling the contract early. 

The issue is that I’m not able to make any calls from home as they will suddenly cut out. My partner is on bt which uses ee for signal but she is using iPhone and hers is absolutely fine. Last time I called EE we have tried to put my sim in another Samsung devices and that didn’t make a difference but when we put the sim in an iPhone it worked great and there were no issues at all. 

I have a friend that comes around mine over weekend and has Samsung galaxy s20 and faces the same issues as me but according to ee this is just coincidence and has nothing to do with Samsung phone.

I have now changed to IPhone XS from Samsung galaxy note 10 plus 5g and gues what? It’s all working fine. 

This is to make people aware that if they have a problem with signal indoors using Samsung device it won’t change and EE obviously don’t care. 

I’m also in the process of writing complaint to EE customer service. 

[Katie_B]

Hello @Adibat. 

Welcome to the EE Community. 

I am sorry to hear this is happening. 

Did the technical care team complete a diagnostic on your phone?

Is there any reported problems within your area?

If you have completed a complaint form a member of the team will be in touch as soon as possible. 

Katie.

[BrendonH]

I've been using Samsung for years without an issue like this.

[bristolian]

Hi @Adibat 

Whilst I appreciate you've had a poor experience, there's many millions of Samsung devices being used across EE and the other UK networks - if they had an issue such as you describe, then both this and other online forums would be inundated with similar complaints.

Are you on PAYG or pay-monthly? In some circumstances on EE, this can make a difference to the coverage you receive, especially indoors.

[Adibat]

Come to my house and I can guarantee you will have the same issue. I now know at least two people that live within 3 miles and have this issues with Samsung but not iPhone. I’ve also had Samsung for years but since switching to ee it’s been a pain. 

[Adibat]

I did google it and there is a lot of complaints from people that switched to Samsung from an iPhone and they are having signal issues indoors. 

[bristolian]

As I already advised, I don't doubt you've had a negative experience but that doesn't mean that Samsung devices have inherent faults in the way you describe.

Without knowing specific details of your location (this is a public forum), it's hard to be certain this applies in your case - but there are circumstances where EE PAYG users can get a different network experience to that of pay-monthly users.

[Adibat]

I’m not saying all Samsung phones have this issues but they do in my area. I’ve spoken to tech team and they said the phone must be broken, they have also said the the other 4 Samsung phones that I tested and have the same issue is just coincidence and they must be faulty too which to me is a joke. 

Network coverage in my area says good for indoors and outdoors. 

ee advised to send the phone for a repair but no courtesy phone provided. Also they said if they don’t find anything wrong with the phone they will investigate it further which would take ages. 

Overall poor customer service 

[BrendonH]

The network coverage map is just an indication and doesn't guarantee you signal.

It may well be a coincidence. It may be a fault in the phone but without investigation they can't do this.

[DCTS]

I completely agree with comments on Samsung A50 having shocking connection to EE abd dropping calls when other devices connected to EE work fine. EE glitch or Samsung? thank goodbess contract is coming to end.