No signal indoors at home - frustrating 2 hours with EE

[Doriseck]

Just spent a frustrating couple of hours on the phone to EE. Started out with them calling me to sell me further products/ services. I said pointless as I can’t get a signal without using my own wifi . They suggested I complain to 150 as that wasn’t good enough and I should at the very least be getting a discount for my poor service.!!!

Long story short after two hours plus on the phone - EE suggestion to correct my phone signal problems is as follows

I purchase me a 4g router at £40 per month

plus an external antenna with an instal cost of £100

plus  £6.95 to post the router to me 

All the above will then enable them to provide me with the service I am currently paying £56 per month for !!!!!

Am I missing something here , I don’t get that I have to pay an extra £ 580 on top of the £672 I already pay them 

How is that value for money 

[BrendonH]

No network guarantee signal indoors. As buildings can interfere with the signal.

What does the EE coverage checker say for your home location.

[Doriseck]

The EE coverage checker says excellent 4g coverage indoors & outdoors !!

[bristolian]

Hi @Doriseck 

There's a few possibilities here. Firstly what phone do you have? Most current smartphones do support EE's 4G-calling service, which enables access to certain parts of EE's 4G network, but it's worth checking that you do meet the criteria for this.

Secondly, is there anything showing on the faults checker for your area?

EE's WiFi-calling service is an excellent way of being able to continue using your phone anywhere that there's little to no mobile coverage.

Ultimately, as @BrendonH has said, no network guarantees coverage everywhere, and testing out your coverage is part of the reason for the 14day returns policy.

[Doriseck]

Hi

I have an iPhone XR 

No faults found in my area 

I currently have to use WiFi calling , however, it’s not perfect and calls often breakdown .

Also no power , no internet, no WiFi 

In short what am I actually paying £56 per month for , if I’m using my own internet 

[Doriseck]

Forgot to say I tried using the 4G calling today as per the advice from EE and the technician couldn’t hear me as the call kept breaking up. I had to switch back to WiFi calling .

[bristolian]

Something doesn't sound right here. WiFi-calling is designed to only kick in when you have low or minimal mobile coverage, and it sounds like you have sufficient mobile signal for the phone to try using 4G-calling in preference. In other words, you are probably hovering right on the handover criteria and your phone is flip-flopping.

If you are happy that your WiFi network is strong and stable, then you can try enabling flight mode as an experiment in forcing WiFi-calling, and at least prove that the service is capable of stable, crystal-clear calls. (which it is).

However... you've then said "no power, no internet, no WiFi", what do you mean by this?

Your EE subscription includes access to the EE network nationally, and WiFi-calling is intended to complement the mobile network, and ensure that anywhere you don't have mobile coverage, you can still use your phone entirely as normal.

[Doriseck]

Hi

I don’t have sufficient signal for 4g ( according to EE I should have ) to be stable .In fact I don’t usually have any signal at all.

I am only able to use my phone at home using WiFi calling , which also isn’t stable and often cuts in & out during a call.

I end up having to stand out in the road to make a call 

I have tried the airplane mode scenario previously and it makes no difference , still intermittently cuts in & out.
when I said no power, no internet, no WiFi , I was referring to power cuts and therefore I have no internet and consequently no WiFi calling. 

thank you

[Christopher_G]

Hi @Doriseck

If your phone works out in the street, it could be something within the structure of your building that is stopping the mobile signal from coming through.

It's hard to pin-point where the problem is with the WiFi calling. Have you tried this service when connected to a different WiFi source anywhere?

Chris

[Doriseck]

Hi

Yes I have and it seems to work better than at home ! 
The signal out in the street isn’t particularly strong either and yet EE are adamant that 4g signal is excellent , it’s so frustrating.

im not particularly tech savvy , so it’s all a bit of trial and error.

I’m nervous about investing in 4g router and antenna only to find I am no better off signal wise & end up wasting a shed load more money with EE.

I have been a loyal customer for over 25 years but I don’t see any of that loyalty being repaid in the form of assistance etc from EE . 

I would have thought companies would be looking to help as much as possible to hang onto their customer base in these very uncertain times.